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Making It Right

Improving Our Customer Experience

At Washington Gas, our ultimate goal is to provide you with the best possible service. That is why we are focused on transforming your experience with us.

To improve your experience we have implemented several changes:

  • Added a virtual hold feature, during peak hours — so we can call you back.
  • Adjusted our call center hours to have more representatives available during peak hours.
  • Offer online web chat and social media customer service so that you have another way to reach us.
  • Support customers who are having difficulties paying their bills with payment plans and energy assistance.
  • Introducing My Washington Gas an enhanced customer portal, followed by a mobile app, to make it easier to securely manage your account. Click here to learn more.

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May 11, 2023

Dear Valued Customer,

As we continue to transform your customer experience with Washington Gas, we are thrilled to announce that we will be launching an enhanced customer portal called "My Washington Gas.” Our goal is to improve your online account experience, making it easier, more secure, and more convenient.‍

To allow for this upgrade, your online account will be unavailable from midnight on Saturday, May 20 through the morning of Monday, May 22. We apologize for any inconvenience and we kindly ask for your patience as we move forward with implementing these changes. To prepare for the changes review the frequently asked questions.

Our commitment to transform and upgrade your customer experience remains strong, and we deeply appreciate your continued trust in us. We are excited about this launch and have been working tirelessly to ensure that My Washington Gas provides you with a better experience overall. We plan to introduce more improvements, including a new mobile app, this summer.

As we approach the transition from eService to My Washington Gas, we will send more information in the coming days and weeks to keep you informed.

Thank you for being our valued customer.

Sincerely,

Michelle's Signature

Vice President of Customer Experience

Here’s How We’re Supporting Our Customers

No one has time to wait. When you call us, we will hold your place in line and call you back.

We’re adding ways to contact us through various social media platforms as well as a digital chat tool. We will give you more details about these options soon.

Our Emergency Call Center is always available 24 hours a day, 7 days a week at 844-WASH-GAS (844-927-4427) for emergency situations such as gas odor calls. In any gas emergency, please call 911 and then Washington Gas and we will respond.

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Manage Your Account

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