When a utility bill is unaffordable, what can a family do?
Thankfully, there are multiple assistance programs available to keep households connected to critical electric, heat, water, and telecommunications services.
Universal Service Programs: Assistance Programs Offered by Utility Companies
Every utility company regulated by the Pennsylvania Public Utility Commission (PUC) is required to offer assistance programs, also known as Universal Service Programs. These programs are designed to work together to ensure that low income households can afford to maintain essential utility services to their homes. Universal Service Programs vary by utility but typically consist of:
A discounted monthly bill, capped at a percentage of household income;
A debt forgiveness program, where a portion of a low income customer’s balance is forgiven as they pay their monthly discounted payments;
A hardship fund grant program which typically provides once per year assistance for low income households experiencing a temporary hardship and/or at risk of losing service or attempted to have service restored; and
A usage reduction program designed to assist both tenants and homeowners reduce their energy usage and increase the comfort and safety in their homes through no-cost weatherization and energy efficiency measures.
Several large regulated water and wastewater utilities also have similar programs providing discounted bills, debt forgiveness, and hardship funds. Additionally, some offer free leak repair and conservation programs which can help identify and repair leaks that lead to high usage - and, thus, higher bills - for low income families.
-
Customer Assistance Programs (CAP) offer lower monthly bills for low income utility customers. If you consistently make full payments on your CAP bill, your previous utility debt can be frozen and forgiveness can be earned over time.
Eligibility and program terms vary by company. Typically, you must have income at or below 150-200% of the Federal Poverty Level (FPL).
Contact your utility company to see if you are eligible for their Customer Assistance Program (CAP).
-
Hardship grants / funds are often run through Dollar Energy Fund.
Hardship funds offer a cash grant (typically up to $500) to resolve a crisis that is preventing a low income utility customer from paying their utility bill.
Eligibility and program terms vary by company. Typically, you must have income at or below 200% of the Federal Poverty Level (FPL), have made consistent recent bill payments, and are experiencing a temporary hardship. Note that some utility companies do not allow CAP customers to receive hardship fund grant assistance, but may make exceptions if asked.
Contact your utility company to see if you are eligible for their hardship fund.
-
Low-Income Usage Reduction Program (LIURP) is a program offered by utility companies to their low income customers with high energy usage. It offers a free home energy audit to identify cost-effective ways to reduce energy usage. Additional free energy efficiency and usage reduction measures which may be offered include:
New appliances / appliance recycling
Insulation / pipe wrapping / weatherproofing
Lightbulbs / power strips / automatic switches
Incidental health and safety repairs
Some programs also offer emergency furnace repair / replacement services.
Eligibility and program terms vary by company. Typically, you must have income at or below 200% of the Federal Poverty Level (FPL), high energy usage, and landlord permission (if you are a renter).
Contact your utility company to see if you are eligible for their LIURP program.
-
Utilities’ Customer Assistance and Referral Evaluation Service (CARES) programs are special referral services for customers with temporary hardships. CARES programs recognize that people sometimes experience situations that are beyond their control (illness, job loss, etc.) and aims to connect customers with the resources they need.
Other Assistance Programs
There are several other utility assistance programs offered by the federal and state government. Please note that program eligibility is similar to the utility company-run assistance companies listed above and that some of the benefits are similar. Some of these programs can be stacked, meaning that if you are eligible for LIURP services, you may also be eligible for WAP services.
-
The Low-Income Home Energy Assistance Program (LIHEAP) is a program to help low income families afford their heating bills. It offers a Cash Grant and / or a Crisis Grant. To be eligible for either grant, you must have an annual income at or below 150% of the Federal Poverty Level (FPL), a Pennsylvania resident, and responsible for paying primary or supplemental heat.* In order to qualify for the Crisis Grant, you must also have a home heating emergency (at risk of termination, already off, or 15 days or less of fuel remaining). Crisis Grants can also be used toward a secondary heating source* and must resolve the crisis.
LIHEAP also offers an Emergency Services program (formerly Crisis Interface Program), which provides emergency furnace repair or replacement, and other weatherization and energy efficiency measures to help reduce energy usage and improve home safety and comfort. To qualify for the Emergency Heating System Repair program, you must have an annual income at or below 150% FPL, be a Pennsylvania resident, and be responsible for paying for the primary heating source. Renters are eligible for this program with landlord permission.
*Is your heating responsibility Primary, Secondary, or Supplemental?
Primary heat is the type of energy used most by the applicant.
Secondary heat is the type of energy used to operate the primary heat source. For example, when a secondary utility is necessary to operate the primary heating system, such as needing electricity to operate a gas furnace.
Supplemental heat is the type of heat you use when the main source of heat is inadequate. For example, if you rely on electric space heaters because your gas furnace doesn’t work, then electricity is your supplemental heating source.
-
The Weatherization Assistance Program (WAP) helps low income families to lower their energy bills by making their homes more energy efficient.
Some of the services you may receive through WAP may include, but are not limited to:
An energy audit - an assessment of your home's energy use carried out by a professional energy auditor and includes an analysis of your energy bills, a blower-door (pressurized) test to determine the infiltration of outside air into your house, and an inspection of all energy equipment for potentially health and safety issues.
New appliances / appliance recycling
Insulation / pipe wrapping / weatherproofing
Lightbulbs / power strips / automatic switches
To be eligible for WAP assistance, your annual income must be at or below 200% of the Federal Poverty Limit (FPL), be a Pennsylvania resident, and have landlord permission (if you are a renter). Higher risk residents are prioritized for WAP services, including those who are elderly, individuals with disabilities, families with children, and high energy users. Note that there is a long waiting list in some counties, as these services are in high demand.
-
Lifeline is a program dedicated to making phone and internet service more affordable for low income households. In order to qualify for Lifeline, you must have an annual income at or below 135% of the Federal Poverty Limit (FPL) or be a recipient of one of the following programs: SNAP, Medicaid, SSI, Public Housing, or Veteran Pension/Survivor Benefits.
If you are eligible for Lifeline, you will receive $9.25 per month towards your telephone, broadband, or bundled service (note: this discount cannot be used to pay for equipment, but some providers offer a free phone to Lifeline recipients). One discount is available per household and can be carried over to other providers.
For more information about Lifeline or to apply, click here.
Our Work To Improve Universal Service and Other Assistance Programs in Pennsylvania
-
Elizabeth Marx, Executive Director of the Pennsylvania Utility Law Project, currently serves as the Chair of the Low-Income Usage Reduction Program (LIHEAP) Advisory Committee (LAC).
Additionally, each year, PULP provides comments on the annual LIHEAP State Plan on behalf of our low income clients.
-
The Pennsylvania Public Utility Commission began the process of reviewing and revising its regulations governing Low-Income Usage Reduction Programs (LIURP) in 2023. PULP submitted public comments during the regulatory review process urging critical improvements to the program that would expand its reach and enhance its effectiveness.
PULP regularly advocates for improvements to the program design of individual utility companies’ LIURPs. PULP represents low income clients in utility base rate cases and Universal Service and Energy Conservation Plan (USECP) proceedings before the Pennsylvania Public Utility Commission (PUC) to advocate for specific, targeted improvements to LIURPs informed by the experiences of clients and community partners.
-
Universal Service and Energy Conservation Plans (USECP) have developed over years through PUC Rulemakings, Policy Statements, and Rate Cases. Every five years, each regulated gas and electric company must provide its Universal Service and Energy Conservation Plan to the PUC for review.
PULP’s USECP and USAC Advocacy
PULP, on behalf of our low income clients, provides extensive comments on these plans to help ensure that they are properly functioning and accessible to all eligible low income households. We also participate in quarterly or biannual Universal Service Advisory Committee (USAC) meetings with each of the regulated utility companies to receive updates and provide feedback on how these programs are working. Ultimately, our goal is to ensure that the programs are doing what they are designed to do: ensure that low income households are able to connect to and maintain safe and affordable utility services to their homes.
Universal Service Program Review Working Groups
In 2023, PUC issued a Secretarial Letter seeking input from interested stakeholders regarding how the PUC’s universal service regulations, policies and procedures could be revised with a particular focus on 1) increasing program coordination among all public utilities, 2) streamlining the eligibility and enrollment process, and 3) reducing the number of otherwise eligible consumers from losing low income benefits due to the verification or re-enrollment process. Many stakeholders, including PULP, filed comments in response to the Secretarial Letter. The PUC then established four subgroups: Common Application, Universal Service Website, Statewide Customer Assistance Program (CAP) Administration, and LIHEAP Data Sharing to further develop stakeholder input. PULP was a member of each subgroup. Below are the results of our collaborative work:
-
Each year, the Pennsylvania Department of Community & Economic Development (DCED) releases its state plan for WAP after a short public comment period. PULP routinely provides public comments on the WAP state plan.