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Our Response to COVID-19

Our Response to COVID-19

Important: Customer notice

As the impact of the Coronavirus (COVID-19) continues to be felt across the country and our community, Washington Gas is here to provide essential support and quality service during this unprecedented period. We thank you for your patience as we continue to work together through the challenges and stress we all face every day.

Our commitment to doing what it takes to keep the natural gas flowing for your daily needs remains firm at all times. We are dedicated to providing you service reliably with safety as our highest priority.

 

Read the letter from our President, Blue Jenkins on for the latest customer updates and reminders.

We're committed to providing safety and support. 

At Washington Gas, we recognize the stress and strain that the Coronavirus (COVID-19) pandemic is presenting to our community and to our country. All of us are feeling the impact of this unprecedented public health situation. We want to assure you that Washington Gas recognizes the essential role natural gas plays in the daily lives of our customers. During these challenging times, we want to remove any added stress that comes with this uncertainty. 

See how we're helping our community, customers and partners.

  • For Our Community

    In addition to our ongoing community initiatives and customer support programs, Washington Gas is also providing resources to those in our community who may need it most.

     

    cHARITABLE DONATIONS

    We are donating $150,000 in a first-round of ongoing funding that will be distributed among eight local non-profit organizations to support their efforts in providing essential services to those in need during the coronavirus (COVID-19) pandemic. The contributions are part of a $1 million commitment by AltaGas, the parent company of Washington Gas, to support community partners across its operating regions in North America.

     

    Donations will be made to the following organizations: 

    • United Way National Capital Region
    • Greater Washington Community Foundation
    • Community Foundation for Northern Virginia
    • DC Central Kitchen
    • Mary’s Center
    • Shepherd’s Table
    • United Communities Against Poverty
    • AARP (DC region)

    Learn more about our charitable donations.

     

    customer energy assistance programs

    For customers who might need support, we have energy assistance programs available.

     

    Learn more about the Washington Area Fuel Fund and how to receive assistance through the program.

  • For Our Customers

    We understand that during these uncertain times, there may also be questions about your gas service, account and payment. That's why we are suspending disconnections and waiving late fees during this time. In addition, we are offeringpayment arrangements designed to meet our customers’ needs. We will continue to be there for you each and every day, providing the natural gas service you rely on for so many important needs.

     

    Here are the latest updates on our customer service efforts during this time:

     

    eMERGENCY CALLS

    If you think you smell gas or are experiencing a natural gas-related emergency, please call 911 and then call us at 1-844-WASHGAS (927-4427). We are available 24 hours a day, 7 days a week to respond to emergency calls. 

     

    Service visits

    We are also continuing to respond to requests for service visits, but we may adjust this process for the safety of our employees and our customers. Our staff is following preventative protocols when making home visits. To help our technicians stay safe and healthy, we ask that you let us know if anyone in your home is ill before we arrive at your location. If we have changes in this process, we will post information on our website here.

     

    WALK-IN OFFICES

    For the safety of our employees and customers, our walk-in offices remain closed until further notice.

     

    CUSTOMER SERVICE CALL CENTER

    Due to COVID-19 and the need for social distancing, our call centers continue to operate with reduced staffing, which may create longer hold times.  To avoid holding, we have many self-service options available online to take care of tasks such as viewing and paying your bill or requesting payment arrangements. 

     

    payment options

    While our walk-in offices remain closed, we have several options available to make payments:

    • Automated Payment Plan − The easiest way to pay your bill and avoid late payment charges. Learn more or sign up today.
    • Online − Pay your bill online anytime, day or night, at eservice.washgas.com. You can also enroll to receive bill notifications and ask for services.
    • 7-Eleven − You can also make quick and easy cash payments at any local 7-Eleven store by using the bar code located on the back of your Washington Gas bill. If you don’t have your bill handy, you can obtain an EZ-Payslip by visiting us online at washingtongas.com/paybycash.
    • Phone − Pay your gas bill over the phone by check, credit or debit card by calling 703 750-7944.
    • Mail − Send your check (made payable to Washington Gas) with your remittance stub to Washington Gas, PO Box 37747, Philadelphia, PA 19101-5047.

     

    Payment Assistance Programs

    Washington Gas offers energy assistance through programs like the Washington Area Fuel Fund (WAFF) and Low Income Home Energy Assistance Program (LIHEAP) for customers.

    Read to learn more about how our programs and how you might qualify.

     

    Energy efficiency programs

    During this time, the Washington Gas Energy Efficiency Rebate Program remains open and we’re continuing to provide the rebate savings that lend extra support to you.

    Washington Gas has made a commitment to lend extra support to residential, commercial and industrial customers in Maryland by increasing Existing Home, Existing Business and New Business construction rebates by 15%.

    Please visit our rebate section to learn more about the following:

    • Available high efficiency equipment rebates
    • Finding an EmPOWER Participating Contractor
    • Our service provider resources and application portal

     

    Our dedicated call center is available to answer your questions and to help meet your energy efficiency needs Monday through Friday, 8AM to 7PM at 1-833-286-0860.

     

    additional information

    Read our letter to customers to learn more about how we're committed to helping during this time.

  • For Our Partners

    Here at Washington Gas, safety is the number one priority. As we continue to navigate the impact of COVID-19, Washington Gas is committed to doing everything we can to ensure the health and well-being of our customers, employees and community. We take our role seriously in minimizing the spread of coronavirus. It is critical we, along with our partners, continue to take the necessary precautions to reduce the impact of the outbreak. To do so, we are here to support your company and offer any guidance you may need.

    As we adjust to the COVID-19 pandemic, we have implemented safety procedures to resume  business.  Our technicians are following safety protocols to prioritize the health of our customers, community, employees and contractors.  Washington Gas technicians, as well our representatives, that are entering homes will be wearing mask or face coverings, which are also worn for instances where  6 feet of social distancing is not possible. Please be advised that technicians are not required to masks when they are outside and can maintain appropriate social distancing.

    Previously, meter upgrade and split meter projects were being scheduled on emergency basis, we have now resumed all project scheduling.

    Based on this information, the meter set process has resumed the normal procedures.

     

    Please know that Washington Gas is still operational and will be available for your needs. Our various departments are available to answer your questions Monday through Friday. For emergencies or gas leaks, please contact our emergency line at 703-750-1400

We're here to answer your questions. 

We understand this crisis has brought about many questions. Here are answers to a few questions that might help with navigating your Washington Gas service.

  • If my service is already disconnected, will you restore my service?

    We will work with customers on a case-by-case basis to discuss options for service restoration. We are continuing to perform essential service visits following precautionary protocols. Please call us at 844-WASHGAS (927-4427) for assistance.

  • What options are available if I'm experiencing a financial hardship?

    Washington Gas is committed to supporting our customers during these trying times. We have temporarily suspended customer disconnections and will continue to evaluate this situation.

  • How can I make payments during the COVID-19 crisis?

    While our walk-in offices remain closed, you can still make payments through a variety of options. See our For Customers section above for payment options.

  • Are technicians still making service visits? If so, what safety measures are in place during these visits?

    Yes, Washington Gas personnel will respond to service requests related to restoration of gas service. Our employees have been advised on protocols and procedures specific to COVID-19. They have been instructed to follow industry guidelines and best practices while performing work.

     

    Because of COVID-19 developments, all personnel have been trained in use of personal protective equipment and have been advised of the protocols. For example, Washington Gas employees have been instructed to maintain a 6-foot separation distance at all times from any individual/s at the location. In addition, our employees will avoid normal courtesies, such as handshaking, upon arrival and at the time of departure. A technician may also be accompanied by a supervisor while on site, and could be wearing gloves and/or footies upon entering your location for added protection, among other best practices. We will attempt to reach out via the provided telephone number prior to work being performed at your location, except when responding to an emergency where we will knock on your door if access is required.

     

    At all times, we encourage you to report any health concerns with our representative. In addition, please note that our employees have paid sick leave and are not to report to work if experiencing illness symptoms of any kind. 

  • Is Washington Gas still converting homes to natural gas?

    Yes, Washington Gas is still processing applications for conversion to natural gas. For the fastest response during this time, please send an email to 941sales@washgas.com or call 703-941-HEAT to begin the conversion process. Please allow additional time for response.
  • Can I still add natural gas appliances (such as generators, pool heaters, etc.) that require a split meter?

    Washington Gas is continuing to accept split meter requests. Please email your request to 941sales@washgas.com. Please be advised that Washington Gas will only be installing split meters for emergencies at this time. Non-emergency split meter work is suspended until Washington Gas lifts COVID-19 restrictions.

Let's save energy, together.   

 

During this time, you may be home now more than ever before. Being home during the day usually leads to higher energy use, but there are a few steps you can take to help offset your increased energy use. Washington Gas has information to help conserve energy as you use more of it.

 

energy efficiency TIPS

  • Open your shades to naturally warm your home
  • Try to avoid peeking into the oven as you cook
  • Shave a minute off your shower time

Also, consider taking our free Online Home Energy Profile Tool to find out what’s consuming the most energy in your home. The free energy profile will provide a comprehensive analysis of your home’s energy use, indicate how you can save energy and will identify the cost savings. Plus, you could receive a free home weatherization kit depending on survey responses.

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