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Smell Gas? (215) 235-1212

Press Release


PGW ramps up outreach to help vulnerable customers keep service ahead of winter

PHILADELPHIA (Oct. 29, 2020) – Beginning next week, Philadelphia Gas Works (PGW) will contact nearly 50,000 customers who are behind on their natural gas bills to connect them with PGW’s payment assistance programs, to make payment arrangements, or notify PGW of your household income to determine if you are eligible for protection from further action.


With the Pennsylvania Public Utility Commission lifting its service termination moratorium on Nov. 9, the Commission required utilities to notify customers who may be at risk of termination for non-payment of available programs. PGW urges customers facing financial challenges to contact PGW immediately at 215-235-1000, Monday-Friday, between 8 a.m. and 6 p.m. to explore their options for maintaining service. 


Our goal is to help customers maintain their natural gas service and avoid service termination. We know many Philadelphians are facing financial stress and PGW has a variety of programs to help customers pay their bills,” said Craig White, President & CEO of PGW. “We are urging customers to contact PGW as soon as possible to get the economic relief they need, stay current on their account, and continue the delivery of safe, reliable natural gas service.”


Among the payment assistance programs for customers is PGW’s Customer Responsibility Program (CRP), which was recently modified to further reduce monthly bill amounts for low-income customers enrolled in the program. CRP helps low-income households better afford their bills and receive forgiveness of past debt. Based on household income, customers enrolled in CRP could pay as little as 4 percent of their monthly income on their PGW bill.


In addition, starting Nov. 2, customers can apply for a free LIHEAP (Low Income Home Energy Assistance Program) grant ranging from $200 to $1,000. LIHEAP is a federal grant that helps income-eligible families pay their heating bills and restore gas service. The grants are available to renters and homeowners, and do not have to be repaid.


Several more PGW payment assistance programs are available for customers, including:

  • 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 all of PGW’s payment assistance programs visit

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Smell Gas? Call (215) 235-1212

Natural Gas smells bad on purpose

That “rotten egg” smell is the smell of natural gas. If you think you smell gas leave the area immediately, and then call PGW at 215-235-1212 from a safe location.

Learn more Leaks, Odors, Safety Tips

Also if you smell gas:

  • Do not use electrical devices including cell phones which may cause a spark and ignite the gas.
  • Do not use an open flame, matches or lighters.
  • Do not try to locate the source of the gas leak.
  • Do not try to shut off any natural gas valves or gas appliances.
  • Do not start vehicles.
  • Do not re-enter the building or return to the area until a PGW employee or a qualified utility representative says it is safe to do so.
  • Do not put out the flames if natural gas ignites.