A huge part of our culture is supporting and providing programs that help those who are most vulnerable. The information presented here is aimed at helping energy assistance organizations determine the eligibility and amount of energy assistance available to our customers.
If you haven't registered to use this system, complete this Energy Help Enrollment Form.
Authorized client advocates may:
- Verify customer account information
- View customer bill history
- View customer disconnect notices
- View customer account balance
- View consumption
- View payment history
- View arrangement history
- Enter holds or guarantees
Why is the deposit value only an estimate if I use your amounts and follow the calculation?
Deposits calculated at the time of connection/reconnection depend on a customer's current account balance, consumption, payment history and deposit balances. The estimated calculation doesn't take these factors into consideration.
What is the purpose of a hold?
A hold is a temporary suspension of any credit and collection activity associated with a customer's account. The length of the hold depends on the rules in the state where the account holder lives.
What is the purpose of a guarantee?
A guarantee is an agreement for a payment of a specific amount. The amount is generally equal to the grant or LIHEAP payment available to the customer. It temporarily suspends any credit and collection activity associated with a customer's account until we receive payment.
What payment arrangements are available to the customer?
Payment arrangements depend on a customer's current account balance, payment history, payment arrangement history and the time of the year. It is necessary that one of our customer service representatives be contacted to determine the arrangement offerings. Please call our Customer Service Center at 888-890-5554 or email customer service.
What should I do if the customer information doesn't match the information provided by the customer?
It's possible that the information in our system isn't current. Contact the Energy Assistance Group, 855-379-5300 or email Low Income Home Energy Assistance Program to validate the information and update our records.
Why does the system reject my hold request?
Why does the system reject my guarantee request?
Can I print the bill or disconnect notice?
If your system is compatible with PDF documents, you should be able to print any of our bills or disconnect notices.
How do I change my password?
Select the "Forgot your password?" link from the login page . The application opens a secure application outside of the Energy Help site. Follow the instructions on this page, and close the new window when you're done.
Can the customer use this site?
Energy Help is dedicated exclusively to energy assistance organizations so they can determine eligibility and amount of energy assistance available to our customers. Please don't share it with customers.
How do I know if the customer has an active account?
From the account information screen, if the Account Type field is populated with "Electric" or "Gas," the customer's account is active in our system. If it shows inactive, the customer is currently disconnected.
How do I know if the customer is total-electric?
Customers rate code can be found in the "Details of Current Charges" section of the customers bill as seen in the example below in section 10.
|Rate Code 10||Gas & Electric Residential Service|
|Rate Code 12||Total Electric Residential Service|
|Rate Code 14||Electric Residential Demand Service|
|Rate Code 16||Electric Residential Demand Service|