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Smell Gas? (215) 235-1212

Press Release

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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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.