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.
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Customers are billed monthly for their natural gas usage.
Yes. Bills can be paid by mail, by phone, through your online account, as a one-time online payment if you don’t have an account or in person at one of our Customer Service Centers or one of our Alternative Payment Centers. If you are a residential customer, visit Ways to Pay. If you are a business customer, visit Manage My Business Account.
Yes. We offer the Customer Responsibility Program (CRP) and the Customer Assistance Referral Evaluation Program (CARES) for customers in difficult or special circumstances. PGW can also provide a list of federal and private grants available to low-income customers. For more information, visit Assistance Programs & Grants.
Yes. PGW offers Budget Billing, which allows residential customers to divide their gas bills into 12 equal installments throughout the course of the year. We also provide payment arrangements for customers who have fallen behind on bills or are facing a shutoff. For more information, visit Assistance Programs & Grants.
Contact PGW by phone at (215) 235-1000 for Residential Customers, (215) 235-7077 for Business Customers or in person at one of our Customer Service Centers.
You can appeal to the PA Public Utility Commission at (800) 692-7380 or via the on their website.
Yes. PGW offers a variety of service packages through our Parts & Labor Plan. Enrollment in these programs begins on November 1st of each year and covers your appliances through May 31st of the following year. For more information, visit Parts & Labor Plan.
If you are having trouble paying your gas bill, PGW is here to help you get back on track with the assistance program that best works for your specific circumstances. Learn more about our programs at Assistance Programs & Grants.
Yes. PGW customers can view their bills online as long as they have signed up for a free online account. To register for this convenient service, or if you have already signed up and want to view your bills, visit Pay My Bill.
Yes. If you have an online account, you can pay your bill from a checking account or with a VISA, MasterCard, Discover or debit card. Even without an online account, you can make a one-time payment with a check or credit card. A third-party processing fee may apply.
You can also enroll in our E-bill, which will email you notices when your PGW bill is due and provide a link and instructions for how to pay online.
If you are a PGW residential customer, you can also enroll in our free Autopay service and have your monthly payments automatically deducted from the bank account you designate on your bill due date each month. Note that Autopay enrollment can take up to two billing cycles to activate, so you should keep paying your bill according to your old method until an Autopay message is displayed on the pay stub of your PGW bill.
Yes. Sign up at Pay My Bill.
Yes. You can pay your PGW bill with a Visa, MasterCard or Discover Card anytime online, over the phone at (215) 235-1000, or in person at one of our Customer Service Centers. A third-party processing fee may apply.
Yes. The gas meter is the property of PGW. PGW must have access to it for purposes of maintenance, operations and meter reading to determine your gas usage. Failure to allow access could result in PGW shutting off gas service to the property.
PGW determines your usage by reading the PGW gas meter on your property. Most meters are automatic reading devices, which electronically transmit information about your usage to PGW. In some cases, PGW will issue customers an "estimated" bill. Such bills are calculated by estimating the amount of gas you use based on past usage for your property, adjusted for weather conditions as appropriate. An estimated gas bill will always be clearly marked as such.
You should contact PGW at least 4-12 weeks before you'll need the gas line installed.
Please contact PGW's Residential/Commercial Department at:
Philadelphia Gas Works
Marketing Department, Res/Com
800 West Montgomery Ave.
Philadelphia, PA 19122
Small Business / Commercial
Ph: (215) 684-6740
Large Business / Industrial
Ph: (215) 684-6771
Your facility can easily lower its energy costs by converting to natural gas, a clean, efficient and plentiful fuel that is generally lower in cost than electricity.
No, PGW does not recommend particular contractors.
LIHEAP is a federally-funded grant that provides funds to income-eligible households to help them pay their winter heating bills.
Text FAST to 75308 to see if you qualify, or view eligibility guidelines here.
LIHEAP applications are now being accepted. The program is scheduled to close on April 10, 2020. However, it is important to apply early because funding is limited. The program may stop taking applications before the scheduled closing date.
As of November 1, 2019, you can apply for LIHEAP:
• A copy of your recent PGW bill. If you need a duplicate copy of your bill, you can call (215) 235-1000 and use our automated system to request one. If you do not include a copy of your bill with the application, your application may experience a delay in processing.
• Income documentation. 30 days or one year of income documentation is required for each household member who has an income.
• Remember to sign and date your application.
The minimum grant is $280, but could be higher depending on household size and income. The maximum grant is $1,000. Last year, the average grant for PGW customers was $322.
You should see the grant credited to your account on the first or second bill after the payment date stated in your letter. For instance, if the letter gives a payment date of December 1, and you usually receive your bill during the first week of the month, you may have to wait until the January bill to see the grant applied to your account.
The letter you receive will explain the reason your application is pending. In many cases, the state simply needs more documentation from you to determine your eligibility. Follow the instructions given in the letter if the state is asking for additional information. The most common causes of delay are the applicant did not include 30 days of income verification or a copy of their gas bill. If the state is asking for additional information, it's best to follow the instructions given in the letter.
The letter you receive will explain why your application was rejected. If you feel the reason given is based on incorrect information, you can file an appeal. The letter will explain how to file an appeal.
You can also contact the LIHEAP Office at (215) 560-1583 to discuss the rejection.
Contact the LIHEAP office at (215) 560-1583 to explain that you submitted your application, but you have not yet received a letter stating that it was received.
Yes. PGW applies LIHEAP benefits to CRP’s customers’ bills in addition to their CRP discount. So, if your monthly bill is $50 and your account is current, a $100 LIHEAP grant will pay for two months of PGW bills.
Yes. Payments made with a LIHEAP grant are treated just the same as payments made by the customer.
The excess funds will be reserved as a credit and used to make future payments on your account.
No. LIHEAP regulations do not allow customers to receive more than one grant in each LIHEAP year.
LIHEAP grants are awarded based on a fiscal year between every October and the following September — not a traditional January – December calendar year — so it is possible to receive two grants in two fiscal years that fall within the same calendar year. For instance, you can receive a LIHEAP grant for the 2018 fiscal year in March of 2018, and then another LIHEAP grant for the 2019 fiscal year in November 2018.
Also, over the past few years, LIHEAP has awarded supplemental grants. The amount of supplemental grants vary, but are listed as simply “LIHEAP” on bills. Therefore, it could appear that you received two LIHEAP grants when you really received one LIHEAP grant and a supplemental grant.
No. LIHEAP regulations do not allow customers to split a LIHEAP grant between vendors.
No. Any excess credit will be held for future bills. If your account is closed while a LIHEAP credit remains on the bill, PGW will return the unused portion to the state.
Yes, as long as your household is eligible. However, if the bill is not in your name, you must provide a letter, signed and dated, from the person whose name is on the bill, and the letter must explain why the bill is in their name.
Yes, as long as both households are eligible. However, for the household in which you do not live, you must provide a letter, signed and dated, explaining why the bill is in your name.
Yes, as long as your household is eligible. The grant you receive will be half the amount, but will be sent to you directly. However, you will need to include a copy of your lease when you apply.
If you have a heating emergency, contact the Philadelphia County Assistance Office at (215) 560-1583, or visit 1348 W. Sedgley Avenue, Philadelphia, PA 19132.
If you have questions about how to register your property in CLNP after following the enrollment steps under the Commercial Lien Notification Program section of the Landlord Programs page, email a PGW CLNP representative with a description of your problem at email@example.com. Include the property address you are inquiring about and its corresponding CAL number.
If the property is sold, you must remove it from your CLNP account.
In order to enroll in PGW’s CLNP, you must have a valid CAL. If you do not, you can find out how to obtain one by contacting the Philadelphia Department of Licenses and Inspections online. You can also call 311 if you live within Philadelphia city limits, or (215) 686-8686 if you live outside the city limits.
You will need your Commercial Activity License (CAL) number, formerly known as the Business Privilege License (BPL) number.
Register your rental properties and enroll in CLNP by clicking on Log In & Downloads and then Enroll under Commercial Lien Notification Program on our Landlord Programs page. If you have questions, you can download “How to Apply Instructions” from the same section of the page.
If you have questions about how to register your property in LCP after following the enrollment steps under the Landlord Cooperation Program section of our Landlord Programs page, email a PGW LCP representative with a description of your problem at firstname.lastname@example.org. Include the property address you are inquiring about and its corresponding license number.
If your home address, phone number, email address or other important information has changed, go to the How to Enroll Guide under LCP on our Landlord Programs page for instructions.
If the property is sold, you must remove it from your LCP account.
You should register the property as soon as possible after waiting three (3) business days for PGW to receive the information from L&I.
In order to enroll in PGW’s LCP, you must have a valid L&I Housing Inspection License. If you do not, you can find out how to obtain one by contacting the Philadelphia Department of Licenses and Inspections online. You can also call 311 if you live within Philadelphia city limits, or (215) 686-8686 if you live outside the city limits.
You will need your Housing Inspection License number.
Register your rental properties and enroll in the residential LCP by clicking on Log In & Downloads and click Enroll on the Landlord Cooperation Program section of the Landlord Programs page. If you have questions, you can download How to Enroll Guide from the same section of the page
To be considered a cooperative landlord with PGW, you must agree to, and fully cooperate with, the Terms & Conditions of the program. For example, as part of the Terms & Conditions, you must work with PGW and allow us access to the property in question when we request it. You can view the Terms & Conditions here or on PGW’s Landlord Programs page by clicking on and expanding the Log In & Downloads bar in the Landlord Cooperation Program section.
Pennsylvania’s Gas Choice program allows customers to choose a natural gas supplier other than PGW, and potentially save money. Gas Choice gives PGW customers the option to choose a different gas supplier for the service of providing and transporting natural gas to PGW’s distribution system. Once in Philadelphia, however, the gas will still be distributed to all customers by PGW.
PGW is required to provide licensed natural gas suppliers with customers’ available account information, including name, address, account number and natural gas usage history. Please note that your telephone number will not be provided to suppliers.
This account information allows suppliers to provide you with information about their services, and may make it easier for you to choose the right supplier for your needs. PGW will not release your information to licensed natural gas suppliers if you opt-out, which you can do on our Gas Choice page or by calling 215-235-1000 (residential) or 215-235-7077 (commercial).
Information about PUC-approved suppliers is available on the PUC’s website or by calling the PUC at (800) 692-7380. For a list of suppliers approved to serve PGW customers, and for information about switching, visit PGW’s Gas Choice for Homeowners or Gas Choice for Businesses webpages. You can also contact the Pennsylvania Office of Consumer Advocate at (800) 684-6560.
You must contact your desired natural gas supplier directly. Approved natural gas suppliers are available on the following pages: Gas Choice for Homeowners & Gas Choice for Businesses. PGW encourages customers to carefully review supplier agreements before signing.
Price to Compare is the dollar amount charged by PGW used by consumers to compare prices and potential savings with other natural gas suppliers. This price is quoted in cents per Ccf (100 cubic feet) of natural gas.
Yes. These special services are offered through PGW, which will still remain your distributor no matter which supplier you choose. PGW will continue to service your appliances if you have a Parts & Labor Plan, as well as issue your Senior Citizen Discount on the PGW portion of your bill.
If you are a Customer Responsibility Program (CRP) participant, you pay a reduced bill based on your income. This amount is less than the actual cost of the gas you use. If you are thinking about participating in Gas Choice, you should compare the actual cost of your usage and not the amount of your discounted CRP payment. If you decide to select a new gas supplier, you will no longer qualify for the CRP discount and will be responsible for the actual cost of your gas supply and delivery.
PGW will continue to read your gas meter.
It depends. If you currently receive a gas bill directly from PGW, you may participate in Gas Choice. If your gas is paid directly by your landlord, then your building’s management most likely decides who supplies natural gas to the building.
PGW is still your emergency contact. If you smell gas or have another gas-related emergency, please call PGW at (215) 235-1212 for 24 hour assistance.
Yes. All suppliers, including PGW, are required to meet the same PUC standards for quality and heating value.
Each supplier handles fees differently. Check with each individual supplier to determine its fees for switching service. You may also want to ask if the supplier’s fees and penalties are fixed or change with the season.
Yes. PGW will always remain an option for supplying natural gas to your home or business.
Your supplier may charge a fee or asses a penalty for switching back to PGW or to another supplier. PGW encourages customers to ask their suppliers about fees or penalties before switching.
All customers participating in Gas Choice will continue to receive a monthly bill from PGW. Customers whose suppliers participate in PGW’s consolidated billing program will receive a single bill with the supplier’s commodity charges and PGW’s distribution charges on the same bill. These customers must pay PGW directly for both portions of the bill. Customers who do not qualify for consolidated billing, or whose suppliers do not participate in consolidated billing will receive two separate bills. These customers will be billed directly by their suppliers for the gas (called “Commodity” on your bill), and PGW will bill separately for the delivery of the gas (called “Distribution” on your bill).
No. Gas Choice has an open enrollment period. You may choose to sign up at any time.
All PGW customers are eligible to participate in Gas Choice. However, participation in Gas Choice may affect your eligibility for some PGW assistance programs (such as the Customer Responsibility Program).
Each supplier offers a variety of different prices, incentives and options for customers. Contact suppliers directly to find out which one best meets your needs and budget: Gas Choice for Homeowners and Gas Choice for Businesses.
No. Participating in the Gas Choice program is entirely up to you. If you do not want to pick a different supplier, PGW will continue to provide, transport and deliver your gas, as we have always done.
Yes. All natural gas pipelines are buried, so digging is necessary for our crews. For that reason, PGW is committed to restoring roads and sidewalks impacted by our work. We take pride in leaving things the way we found them — only better.
Projects that are part of PGW’s system maintenance work are already factored into the annual rates charged to PGW customers.
Sometimes, unfortunately, service disruptions are necessary to keep our system maintained and updated. PGW tries to make sure that no individual property is without natural gas service for more than eight hours. When such delays are necessary, we appreciate the support and patience of our neighbors as we ensure the continued safety and reliability of our system.
We also attempt to avoid road closures unless completely necessary and to guarantee that trash pick-up and delivery are not interrupted.
The duration of these jobs vary. Each project is unique and schedules are subject to modification. Philadelphia is an older city and our crews can encounter unexpected obstacles as they work. As always, PGW makes it a priority to complete jobs as quickly as possible while focusing, first and foremost, on the safety of crew members and people in surrounding neighborhoods.
We make every effort to ensure that Pipeline Improvement information is current and accurate. To find out more about possible work in your area visit the map or contact us at 215-684-6767.
PGW’s Worksites map projects are current or scheduled projects to start within the next month. Click here to view the Worksites map.
PGW is always striving to improve the way we bring natural gas to the Philadelphia community. From inspecting, maintaining and monitoring our pipeline network to expanding our reach to new homes and businesses, PGW’s Pipeline Improvement keeps Philadelphians informed about scheduled and ongoing projects that facilitate energy efficiency in our historic city.
While our crews are constantly working on projects to improve and maintain Philadelphia’s complex pipeline system, investing millions of dollars each year to keep rates steady, create local jobs and reduce service disruptions, only projects with a firm start date and a potential to inconvenience residents are included in our Pipeline Improvement projects.
PGW employees must be able to easily access your meter to perform meter readings, periodic safety checks, routine maintenance, and manage critical tasks in an emergency.
To help ensure that your meter functions properly, safely, and dependably, please follow these important tips:
If you have an indoor meter:
If you have an outdoor meter:
Call PGW at 215-235-1212 immediately if you damage the meter or smell natural gas around the
Learn more Leaks, Odors, Safety Tips