COVID-19 Response Plan
At UGI, the health and safety of our customers and our employees is our top priority as we maintain our commitment to deliver reliable, safe energy to our 700,000 customers in 45 counties in Pennsylvania and one county in Maryland. In response to the coronavirus (COVID-19) situation, UGI has implemented our COVID-19 Response Plan focused on ensuring the Company meets its obligations to provide safe and reliable service while protecting the health of our employees, contractors and customers.
As the situation around coronavirus (COVID-19) evolves, we will continue to update our response plan on this page and provide additional information for our customers.
The UGI Utilities COVID-19 Response Plan assures that:
- Our business is staffed and is able to promptly respond to emergency calls.
- Our Customer Center will operate during its normal business hours to handle customer calls.
- The UGI Utilities management team is closely monitoring information provided by the US Centers for Disease Control and Prevention (CDC) as well as state and local public health agencies, and our regulatory agencies.
- Until further notice, no customer’s service will be disconnected for non-payment.
- UGI will provide a bill credit for any late payment charges billed on or after March 25th, 2020 and until further notice. A bill credit for the amount of the late payment charge will be applied on your next billing statement.
- Customers are encouraged to call UGI Utilities at 800-276-2722 for any reason including restoration of service.
UGI Utilities will continue to review the developments associated with the COVID-19 virus and will respond to changing circumstances as appropriate.
Frequently Asked Questions
We pride ourselves on being a responsive, engaging energy company. Every day we strive to exceed the expectations of our customers and the communities we service. At UGI, we believe that safe, reliable and efficient energy is a necessity for our customers and communities. We strive to deliver this fundamental need through best-in-class safety, operations, products and services while positively impacting the lives of our employees, customers, and the communities we service. UGI has implemented a business continuity plan to ensure it will meet customer needs and protect the health of its employees, contractors and customers despite the spread of the COVID-19 virus.
UGI will be staffed to promptly respond to emergency calls under any circumstance.
We know that the daily changes brought on by COVID-19 present significant challenges to our customers and the communities we serve, but our teams are ready and standing by to help in any way we can. We urge customers with specific questions to call 800-276-2722 to speak with a UGI Customer Service Representative.
UGI has implemented a plan to ensure it will meet customer needs and protect the health of its employees and customers. Out of an abundance of caution, UGI has temporarily suspended all WARM customer assistance events through our service territories. However, we understand the need to still serve our customers during this challenging time and that is why we will be holding “virtual” events via a designated hotline. Please see the list of events below. During these scheduled times, there will be specially trained representatives ready and willing to assist you. If you received an invitation to an event, and want to explore how UGI Warm Representatives can assist you, please call 800-UGI-WARM and press option 3. Added virtual events will continue to be planned. Please visit our Energy Assistance Events page for updates.
- 3/26/2020 Boscov’s Wilkes-Barre: 11am – 2pm
- 3/28/2020 Lehigh Valley Mall: 10am – 3pm (Saturday)
- 3/29/2020 Lehigh Valley Mall: 10am – 3 pm (Sunday)
- 3/31/2020 Reading Fine Fare Market: 10am – 3pm
- 3/31/2020 STEP Inc. Williamsport: 10am – 3pm
In the meantime, we are hopeful that you, your family, friends, colleagues, and communities remain safe and healthy.
As always, UGI offers many programs to assist customers manage their energy costs and save money. UGI is committed to helping customers who make a sincere effort to pay their bills. Our representatives can assist you by providing information on a variety of energy assistance programs, making referrals to local agencies, offering a participation in fuel funds or establishing payment arrangements or an extension. Existing assistance programs include:
- Low-Income Home Energy Assistance Program (LIHEAP): Offers FREE energy assistance grants income-qualified customers. You do not have to have an unpaid bill to receive these grants.
- Customer Assistance Program (CAP): A program that offers a personalized monthly payment based on income and average bill and past due debt forgiveness with on-time monthly payments; the difference between the CAP payment and actual usage bill may also be forgiven.
- Operation Share Energy Fund: A community-based program that is funded by voluntary donations from UGI employees, UGI customers and concerned citizens. This fund provides energy assistance grants to qualified customers who experience difficult paying their heating bills.
- Customer Assistance and Referral Evaluation Services (CARES): Provides referrals to other helpful program sin your community. There are no income requirements to participate in the CARES program.
UGI customers who are not eligible for low-income & fixed-income assistance but are experiencing trouble managing their energy costs should still consider contacting our Customer Care Center at 800-276-2722. Our representatives can individually assist you and your family or business with additional options that may be available based on your account.
Customers who have had their gas or electric service disconnected should contact UGI at 800-276-2722 to begin the reconnect process. No security deposits or reconnect fees will be required at this time, however customers will continue to be responsible for previous unpaid balances. As part of this process, UGI is committed to working with customers to help restore your service and encourage you to contact us to resolve your situation.
Our priority is to remain committed and available to our customers during this challenging time. That’s why our Customer Contact Center remains open 24/7 to assist you with your daily changing needs. Customers may continue to conduct regular business with us using our website www.ugi.com, using our Mobile App, or by contacting us at 800-276-2722.
For your convenience, with our website, it’s easy to:
- Make a payment
- Report a power outage
- View your bill by signing into the Online Account Center
- Request to Start, Stop, or Move Service
If you smell or hear natural gas or damage your meter, call UGI from a safe location at 800-276-2722 (press option 1 immediately). Remember, there is no charge for UGI to respond to and investigate a natural gas odor. In addition to the scenarios mentioned above, indications of a gas pipeline leak also include and should be reported to UGI immediately:
- A hissing sound
- Blowing dirt, grass or leaves near a pipeline
- Water bubbling or blowing into the air at a pond, creek or river
- A patch of dead grass or vegetation in an otherwise green area
- Flames coming out of the ground or burning above the ground
If you are experiencing a power outage or electric emergency, call UGI at 800-276-2722 (press option 2 immediately). For your safety and to ensure your issues are addressed as soon as possible, please do not use social media or email to report outages or electric emergencies.
During the coronavirus (COVID-19) emergency, UGI remains committed to providing safe and reliable natural gas service to you 24 hours a day, 7 days a week. Safety is a way of life for us. We take time to be safe, to safeguard one another and make safety a priority in our interactions with our colleagues, customers and communities. Safety is our top priority at UGI Utilities.
The UGI Utilities Management Team is closely monitoring information provided by the US Centers for Disease Control and Prevention (CDC) as well as state and local public health agencies, and our regulatory agencies.
Customers and community residents are urged to access information available on the US CDC website www.cdc.gov, for additional information and other resources such as:
UGI is a designated “essential to life” business in the Commonwealth of Pennsylvania by Governor Tom Wolf. UGI is committed to the safe and reliable delivery of energy to our customers and to the many communities we serve. We have undertaken a number of steps to safeguard our employees and our customers, including ‘social distancing’, use of additional personal protective equipment (PPE), and implemented protocols to clean and sanitize equipment to preserve the health and safety of our employees and customers. We thank you in advance for your assistance and cooperation.
With worldwide COVID-19 pandemic disruptions, UGI understands the seriousness of the situation and is taking necessary steps to help. As part of our response to the worldwide pandemic, UGI has suspended service disconnections for nonpayment until further notice.
Additionally, we will be automatically crediting late payment charges billed on or after March 25th, 2020, and until further notice. A bill credit for the amount of any late payment charge will be applied on your next billing statement.
UGI wants our customers to be aware of, and protect themselves from, individuals who may be posing as utility employees either in person or on the phone. To help prevent impostors from gaining access to customers’ homes or personal information, UGI urges customers to keep the following safety information in mind.
If an individual comes to your door claiming to help you with your utilities but is not wearing a blue uniform with a UGI logo or driving a company-marked vehicle:
- Ask for proper identification before allowing an unknown individual into your home. All UGI employees carry photo ID cards that display the company logo along with the employee’s photo and employee number. UGI employees are happy to show consumers their ID badges upon request.
- Know that UGI does not do meter reading or unannounced routine maintenance work late in the evening. Meter reading is performed on a scheduled date, as noted on your monthly bill, typically within the hours of 7 a.m. and 5 p.m.
- Be advised: In the state of Pennsylvania, you have the ability to choose your utility supplier and the individual may be from a third-party marketer. However, it is important to confirm whether they represent a registered supplier. To check, visit PA Power Public Utility or PA Gas Public Utility, the official websites of Pennsylvania Utility Commission.
UGI also reminds customers that scammers can place phone calls or send emails stating the customer owes money for their energy bills and that non-payment has already resulted in or will lead to immediate termination of service. These scams typically try to obtain personal information from the customer or solicit payments through pre-paid credit cards. This is not the procedure UGI follows. Our customers receive multiple notifications well before termination.
If you ever have any question about whether a visit, phone call or email from UGI was legitimate, please contact UGI at 800-276-2722.
Temporary Disconnection Suspension
Effective immediately, UGI will suspend the disconnection of natural gas or electric service due to non-payment.
UGI Utilities is committed to helping customers who make a sincere effort to pay their bills. If you are temporarily unable to pay your UGI bill, please visit our customer assistance page or contact the UGI Customer Information Center at 800-276-2722.
Billing and Payment Information
Find out more about all of the available Payment Options here.
Budget Billing Program
If your gas or electric usage varies widely from month to month or seasonally, consider our Budget Billing program, which allows you to spread your UGI costs evenly throughout the year.
Report Gas Leaks
Call UGI at 800-276-2722 from a safe location immediately if you damage your meter or smell or hear natural gas.
Our emergency dispatch team will remain open as usual: 24 hours a day, seven days a week.
Natural Gas Safety
Please review these important natural gas safety guidelines to protect yourself and your loved ones.
Please review these important electric safety tips and information to keep you safe.
To report a power outage, call 800-276-2722 and select option 2.