In The News

PGW EXPANDS CUSTOMER ASSISTANCE AS COVID-19 IMPACTS CUSTOMERS

As COVID-19 continues to impact the City, PGW is here to help its customers

PHILADELPHIA (June 4, 2020) – In light of the unique challenges presented by the COVID-19 pandemic on its customers, Philadelphia Gas Works (PGW) is performing extensive outreach to customers who may need payment assistance.

Since the start of the pandemic in Philadelphia, PGW has been steadfastly working to help customers enroll in programs like PGW’s Customer Responsibility Program (CRP), which offers a fixed monthly bill based on a customer’s household size and income level. This fall, CRP will also begin to offer enrolled customers an even lower monthly bill. Customers can enroll online by visiting pgworks.com/crp or can request an application via mail by calling 215-235-1000.

In addition to CRP, low income customers impacted by COVID-19 with a past-due bill may be eligible for up to $800 through the LIHEAP (Low Income Home Energy Assistance Program) Recovery Crisis Program. To enroll, visit pgworks.com/crisis.

The LIHEAP Recovery Crisis Program is open to renters and homeowners through August 31, 2020, or until funds run out, and does not have to be repaid. Together with the Pennsylvania Department of Human Services’ County Assistance Office, PGW is reaching out to customers to help them obtain grants through the extended crisis program.

Furthermore, PGW is currently assisting its customers during the pandemic by:

• Adjusting documentation requirements for customers unable to obtain unemployment documentation due to the pandemic;
• Not charging late payment fees;
• Not requiring participation in PGW’s low income usage reduction program as a condition of CRP participation through August 2020;
• Not removing customers for failing to complete the CRP re-certification process;
• Offering customers the ability to submit documentation via email for new service requests while PGW’s Customer Service Centers are closed;
• Surveying customers to determine how to provide assistance and communications during the pandemic; and
• Suspending in-person home weatherization work and transitioning to remote work where possible to protect the health and safety of customers and personnel.

“We are acutely focused on our customers who may be facing hardships because of the ongoing disruptions caused by COVID-19,” said PGW CEO Craig White. “The effects of the pandemic may not go away for some time which is why we have been proactively reaching out to customers since March. We want our customers to know that PGW is committed to supporting them through our robust payment assistance programs, and by delivering safe, reliable, affordable natural gas service to their homes and businesses.”

Whether the need is temporary or ongoing, PGW’s experienced team regularly works with customers who are in tough financial situations by connecting them to available PGW programs or other services and sources of financial support to fit their needs.

These programs include:

• Payment Arrangements: For PGW customers who fall behind.
• Budget Billing: Sets up a consistent pay amount each month of the year.
• UESF (Utility Emergency Services Fund): A grant designed to pay off the balance of a customer’s unpaid utility bill and bring it to $0.
• Customer Assistance Referral Evaluation Program (CARES): Provides referral assistance to residential customers with special circumstances. These might include medical emergencies, unemployment or other temporary hardships.

For more information on PGW payment assistance programs and all other PGW resources, visit pgworks.com.

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EMERGENCY LIHEAP GRANTS NOW AVAILABLE FOR PGW CUSTOMERS IMPACTED BY COVID-19

Customers with a past-due balance will be eligible for up to $800

PHILADELPHIA (May 18, 2020) – Philadelphia Gas Works (PGW) low-income customers who have been impacted by the COVID-19 pandemic and have past-due balances may be eligible for up to $800 through LIHEAP’s (Low Income Home Energy Assistance Program) Recovery Crisis Program. Customers are encouraged to assign their funds to the utility that provides heat to their homes.

The program will be open from May 18 through Aug. 31 (or until funding is exhausted). A simplified application process allows customers to apply by mail, the state’s COMPASS website, the Pennsylvania Department of Human Services’ (DHS) website or by visiting PGWORKS.COM/CRISIS. Customers who received LIHEAP grants this past winter are urged to call 215-560-1583 and verbally request the new crisis assistance.

“PGW is pleased that more LIHEAP funding is now available for our customers, many of whom are facing significant hardships due to the COVID-19 pandemic,” said Tyra Jackson, PGW’s Director of Regulatory Compliance. “This funding will ease some concerns for many of our customers who rely on natural gas service for cooking, heat and hot water as they manage through these difficult times.” 

Customers only need to be past due on their PGW bill to apply. Service termination notices are not required for customers to be eligible for the additional LIHEAP grants, which are administered by DHS and made possible by the U.S. CARES (Coronavirus Aid, Relief, and Economic Security) Act. The grants are available to both renters and homeowners and do not have to be repaid.

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PHILADELPHIA GAS WORKS TO RESUME INSTALLATION OF NEW NATURAL GAS MAINS AND SERVICE LINES

PHILADELPHIA (May 15, 2020) – Beginning Monday, May 18, Philadelphia Gas Works (PGW) will resume installation of new, modern natural gas main and service lines as part of PGW’s ongoing infrastructure improvement program to deliver safe, reliable service to City residents and businesses.

PGW had limited some construction in accordance with Gov. Tom Wolf’s initial COVID-19 stay at home orders, which have since been amended to allow construction. As work resumes on dozens of projects in City neighborhoods, PGW crews will strictly follow all state and federal safety guidelines to reduce exposure to and the spread of COVID-19. This includes enhanced personal protective equipment and social distancing when PGW employees enter customers’ homes.

                                                                                                  
PGW is notifying residents in advance of all projects about the scope and duration of construction in their respective neighborhoods. Residents are invited to visit pgworks.com/worksites to view work locations on PGW’s Pipeline Improvement Map. The map gives customers the options to search by address and zip code to see precisely where work is being done, the current status of the job, and when construction is expected to be completed. 

Crews will work Mondays through Fridays, between the hours of 7 a.m. and 3:30 p.m., unless otherwise noted. Vehicular traffic and access to parking may be redirected in the vicinity of the worksites, if necessary. When main and service line installations are complete, PGW will immediately backfill open trenches and restore paving impacted by the work.

The following page lists current and scheduled PGW construction projects. For information about PGW’s main replacement program, construction schedules and locations, visit https://worksites.pgworks.com/home.

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