
FREQUENTLY ASKED QUESTIONS (FAQs)
Ready to start enjoying reliable, efficient natural gas at your home or business? Have questions about opening a natural gas account or taking advantage of equipment rebates? Take a look at the list of Frequently Asked Questions (and answers) in the tabs below.
Can't find the information you need? Please contact us.
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How do I recognize a natural gas leak?
Natural gas is non-toxic, colorless, odorless and combustible. For your safety, we add an unpleasant odorant called mercaptan to natural gas delivered through Washington Gas’ distribution system. Mercaptan gives natural gas a strong, unpleasant odor so you will be able to detect escaping natural gas. Visit our Natural Gas Safety page to learn how to recognize, react and respond to a natural gas leak. -
What are the other signs of a natural gas leak?
Follow natural gas leak precautions if you:
- Are outside and smell gas
- Hear hissing or blowing noises
- See dirt being thrown into the air
- See fire coming from the ground or appearing to burn above ground
- See water bubbling or being blown into the air at a pond, creek or river
- See a dry spot in a moist field
- See dead or dying vegetation on or near a pipeline right-of-way
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What should I do if I smell gas?
If you smell natural gas, do not attempt to locate the source of the odor. Evacuate the area immediately and call 911 and 844-WASHGAS (844-927-4427) from a safe location -- selecting option 1 to reach the Emergency Leak Line. -
Is it possible for natural gas to enter my home when I don’t have gas?
We distribute natural gas through a network of underground pipes and service lines. If a leak should occur, it is possible for gas to migrate into buildings, including those without natural gas service.
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What should I do if I see suspicious activity involving a Washington Gas meter?
Tampering with a natural gas meter is illegal and dangerous. The natural gas meter at your home -- whether located inside or outside -- belongs to Washington Gas. Call our Gas Theft Hotline at 703-750-4570 if you see suspicious activity involving a Washington Gas meter.
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Who do I call before digging in my yard or on my job?
Before you begin any type of excavation, from planting in your garden to major renovations, call 811 – at least two full business/working days – before you are scheduled to do any digging to have the underground utility lines marked in your yard or on your job.
Learn more about pipeline damage prevention and safe digging practices.
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WHY IS MY BILL INCREASING, BUT MY USAGE IS THE SAME?
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How do I get a Washington Gas account in my name?
For assistance with getting a Washington Gas account in your name, call 844-WASHGAS (927-4427) to speak with a customer service representative.
Washington Gas protects customers’ account information. It is shared only with the person whose name appears on the account, and only that person can authorize a second name being added. Call the company’s Customer Service Line at 844-WASHGAS (927-4427) if you wish to revise your account information or add another authorized name to your account. -
How do I get natural gas service if my home has never been connected to natural gas?
Learn how to bring natural gas to your home. -
Do I have to buy my natural gas from Washington Gas?
You have the option to purchase your natural gas supply from either Washington Gas or a licensed energy supply company in your state. However, regardless of which company sells you natural gas, Washington Gas will continue to deliver gas safely and reliably to your home or business through its distribution system, address your customer needs, bill and collect for usage, and respond around the clock to natural gas emergencies. Learn more about the Customer Choice program. -
I want to add more natural gas appliances to my home. Do I need to inform Washington Gas?
Notify Washington Gas if you are planning to add more gas appliances to your home. We need to verify that your existing service and meter can accommodate the existing load and the added load combined.
Please complete the Added Load/Split Meter Request Form and return to 941sales@washgas.com or via fax at 703-750-7691. Washington Gas will calculate the total load and existing service capacity. You will be notified if a service upgrade is required.
Learn more about adding natural gas appliances.
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I plan to perform construction work on my existing home and need my gas temporarily disconnected. How can I do this?
Complete the Gas Service Abandonment/Demolition Request Form and submit it by email to svcabandonments@washgas.com or fax it to 703-750-7570. Please be advised that a new service line will most likely need to be installed when you are ready to re-initiate gas service. -
How much will it cost for me to have a natural gas line run to my home/property?
There are several factors involved in determining the cost, if any, to bring natural gas to your home/property. Please complete the Service Information Request Form and return it along with your property plat/site plan with the request meter location clearly marked. Washington Gas will then design the job to your specifications and provide you with a contribution quote. This process takes approximately 14 to 21 days depending on the site conditions.
Learn more about the conversion process. -
I want my inside natural gas meter moved to the outside – who do I contact?
Call 844-WASHGAS (927-4427) to speak with a customer service representative.
Let the representative know that you would like to schedule an appointment to get an estimate for relocating your existing meter.
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I am ready for my natural gas meter to be installed – who do I contact? How do I get a natural gas meter(s) set?
You will need to call 844-WASHGAS (927-4427) and speak with a customer service representative to set up an account and have your meter set. Please be advised that Washington Gas cannot set your gas meter until your gas inspection has been approved by your local code authority.
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I am demolishing an existing building/home and need to have the natural gas service abandoned. Who do I contact?
To disconnect an existing gas service line, complete the Gas Service Abandonment/Demolition Request Form and submit it by email to svcabandonments@washgas.com or fax it to 703-750-7570.
Learn more about disconnecting service.
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Can I get a rebate if I install the gas appliance myself?
No. To qualify for a rebate, appliances must be installed by a licensed contractor participating in the EmPOWER Contractor Network. -
How Much Can I Save With Rebates?
Washington Gas Maryland residential customers can now save up to $700 on home heating equipment, $85 for furnace tune ups, $400 on water heating equipment, and $75 on gas dryers. Equipment must be installed by December 31, 2023, by a participating contractor to qualify for the rebate.
Maryland Washington Customers can apply for multiple equipment rebates per household and combine savings with manufacture rebates. High-efficiency equipment will also save you money and energy over time.
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I am moving - how do I start and/or stop natural gas service?
To schedule your existing service to be disconnected or your new service to be turned on, please notify us at least three business days (excluding weekends and holidays) prior to the time you request service. There is a fee to set up service. Access to your home is required to start or stop service.
If you are moving into a location where the property manager and/or landlord is enrolled in the Automatic Name Change Program (ANCP), you can have the existing account transferred to your name with no disruption in service. 48 hours before you are scheduled to occupy the unit, you must verify occupancy by completing a move-in order on our Customer Portal. Washington Gas will then transfer the account to you from the property manager/landlord name and billing will begin in your name.
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What is a split meter?
When adding a gas appliance to your home, your contractor may request for Washington Gas to install a split meter. When splitting a meter, Washington Gas will install a new meter (or reinstall the old meter) and two regulators to provide 2 pounds per square inch gage (PSIG) pressure to the new appliances and 7 inches of water column pressure to the existing appliances.
When & Why Contractors Use a Split Meter
- It can be cheaper and easier to run new gas pipe from the meter than teeing off the existing house piping system.
- The existing low pressure house piping system is inadequately sized for handling the additional load of a new gas appliance.
- The new gas appliance may require a higher gas pressure than can be delivered by an existing gas line, thus making the split-meter the only feasible system to install.
To install a split meter, complete the Added Load/Split Meter Form.
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Where can I find a list of available rebates?
Washington Gas offers rebates on high-efficiency appliances and furnace tune up services in Maryland, while partnering with manufacturers to offer additional savings to all. Learn more about available rebates for Maryland residents.
Rebates for natural gas equipment for Virginia residential customers are not currently available. Please consider taking the Online Home Energy Profile to learn more about how you can save energy and money in your home and potentially receive an energy conservation kit. Customers are eligible to receive one complimentary energy efficiency kit every three-year program cycle.
Rebates are available to DC residents through the District of Columbia Sustainable Energy Utility (DCSEU). DCSEU provides rebates to homeowners for the installation of energy-efficient equipment. To learn more about available rebates, visit www.dcseu.com.
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Is there a limit on the number of rebates available?
Yes. Rebate availability is dependent on Washington Gas’ approved EmPOWER Maryland program budget. When the Washington Gas EmPOWER budget is exhausted, rebate will no longer be available. Be sure to apply for your rebate as soon as possible.
Maryland customers qualify for rebates if equipment meets efficiency criteria and is installed by a participating contractor in the EmPOWER Contractor Network. As of April 5, 2021, qualifying water heaters and dryers can also be purchased by customers at approved retailers and must be installed using retailer installation services or an EmPOWER Contractor.
Our Maryland residential customers may apply for a rebate for one of each type of equipment at any time, but equipment rebates for the same category of product can only be received once every 3 years. For program details and to find a participating contractor, click here. -
How Do I Get My High-Efficiency Equipment Rebate?
To receive a rebate, Maryland customers must choose a contractor from the Washington Gas EmPOWER Contractor Network to install qualifying equipment. Your participating contractor will submit your rebate application on your behalf.
As of April 5, 2021, qualifying water heaters and dryers can also be purchased by customers at approved retailers and must be installed using retailer installation services or an EmPOWER Contractor. Please visit our retail program page for more information.
For program details regarding equipment qualification criteria and to find a participating contractor, click here.
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Is there a deadline for applying for rebates?
Rebate applications must be submitted within 30 days of equipment installation. Equipment must be installed by December 31, 2023 by a participating contractor in order to qualify for a rebate. -
How long will it be before I receive my rebate?
Please allow 6 to 8 weeks for rebate payment once a complete application is submitted.
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Where can I get a list of qualified contractors to install my appliance or perform a service?
Maryland Customers must choose a contractor from the Washington Gas EmPOWER Contractor Network and install qualifying equipment to receive a rebate. For program details and to find a participating contractor, click here.
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WHO SHOULD I CALL IF I HAVE QUESTIONS ABOUT THE HIGH-EFFICIENCY REBATES IN MARYLAND FOR WASHINGTON GAS CUSTOMERS?
Please call our Energy Efficiency Rebate Application Processing Center at 1-833-286-0860. Our call center hours are from 8 AM to 5 PM, Monday through Friday. -
HOW CAN I GET REBATES THROUGH AN APPROVED RETAILER?
As of April 5, 2021, qualifying water heaters and dryers can also be purchased by customers at approved retailers and must be installed using retailer installation services or an EmPOWER Contractor. The customer then applies for a water heater and/or gas dryer rebate through the Retail Application Portal. Please visit our retail program page for more information. Note that manufacturer rebates may not be applied to purchases made at retail. -
ARE THERE ANY SAVINGS PROGRAMS FOR SMART THERMOSTATS?
As of February 2022, Maryland Washington Gas customers can receive up to $30 by enrolling their eligible smart thermostat. Customers will receive a $20 e-gift card once enrolled and a $10 e-gift card each year they remain in the program. Visit the Washington Gas Smart Energy Rewards page to learn more and enroll today. -
ARE THERE FINANCING OPTIONS AVAILABLE FOR ENERGY EFFICIENCY UPGRADES?
As of March 21, 2022, there are financing opportunities for Maryland residential customers to complete energy efficiency upgrades. Loan options have been created specifically for Maryland residents performing home improvements through the Home Performance with ENERGY STAR, home heating, and water heating programs. Visit their website to learn more and apply today.
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How do I get a natural gas account in my name?
For assistance with getting a Washington Gas account in your name, call 844-WASHGAS (927-4427) to speak with a customer service representative.
Washington Gas protects customers’ account information. It is shared only with the person whose name appears on the account, and only that person can authorize a second name to be added. Call the company’s Customer Service Line at 844-WASHGAS (927-4427) if you wish to revise your account information or add another authorized name to your account. -
How much will it cost for me to have a natural gas line run to my business?
There are several factors involved in determining the cost, if any, to bring natural gas to your business. Please complete the Service Information Request Form and return it along with your property plat/site plan with the requested meter location clearly marked. Washington Gas will then design the job to your specifications and provide you with a contribution quote. This process takes approximately 14 to 21 days depending on the site conditions.
Learn more about the conversion process. -
I want my inside natural gas meter moved to the outside – who do I contact?
Call 844-WASHGAS (927-4427) to speak with a customer service representative.
Let the representative know that you need to schedule an appointment to get an estimate for relocating your existing meter.
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I am ready for my natural gas meter to be installed – who do I contact?
You will need to call 844-WASHGAS (927-4427) and speak with a customer service representative to set up an account and set your meter. -
I am adding more gas equipment to an existing building – do I need to inform Washington Gas?
Notify Washington Gas if you are planning to add more gas equipment to an existing building. We need to verify that the existing service and meter can accommodate the existing load and the added load combined.
Please complete the Added Load/Split Meter Request Form and return to 941sales@washgas.com or via fax at 703-750-7691. Washington Gas will calculate the total load and existing service capacity. You will be notified if a service upgrade is required.
Learn more about adding equipment.
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Who do I talk to about my land acquisition project and to determine if natural gas is available?
Learn more about adding natural gas to your project, the conversion process and who to contact on the commercial services section of the website. -
How do I get a natural gas meter(s) set?
You will need to call 844-WASHGAS (927-4427) and speak with a customer service representative to set up an account and have your meter set. Please be advised that Washington Gas cannot set your gas meter until your gas inspection has been approved by your local code authority.
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I am demolishing an existing building and need to have the natural gas service abandoned. Who do I contact?
To disconnect an existing gas service line, complete the Gas Service Abandonment/Demolition Request Form and submit it by email to svcabandonments@washgas.com or fax it to 703-750-7570.
Learn more about disconnecting service.
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How do I get natural gas service to my project?
If you're interested in converting to natural gas or adding a new natural gas appliance in your commercial space – we're here to help.
The steps to adding natural gas equipment to your commercial establishment can be found on the add or replace equipment page.
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Where can I find a list of available rebates?
Find a list of available commercial rebates. -
When does the rebate program begin? Is there a deadline or time limit to file a rebate?
Rebates are available for items purchased and installed (or qualifying services performed) during specific timeframes for each state.
- For Virginia customers, rebates are available May 1, 2015 through April 30, 2016.
- For Maryland customers, rebates are available Jan. 1, 2016 through Dec. 31, 2016.
Verifiable rebates are paid out with an AMEX debit card until funds allocated to that rebate have been exhausted, or on each timeframe end date, whichever occurs first.
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Where can I get a copy of the rebate form? Do I need more than one form to apply?
Rebate applications are available online for download and submission. While there is only one form per rebate, only one of any type of rebate is allowed per customer account or household in Washington Gas' Virginia and Maryland service territory. -
Is there a different form for each type of rebate?
Yes. Each rebate has a form specific to that offer that you will need to download, print and fill out to be eligible. Visit our Savings section for all available rebates. -
May I apply for more than one type of rebate?
Yes, but you are limited to one rebate for each type of rebate per installation address. -
May I file my rebate application online? Where should I send my rebate application for processing?
At this time, applicants must mail completed and signed rebate applications, along with any requested backup documents to:
Washington Gas Rebates
P.O. Box 130006
El Paso, Texas 88513 -
Can I get a rebate if the Washington Gas account number is in someone else’s name?
Rebates are payable only to the name on the Washington Gas account and records. -
What if I'm a business customer in Maryland and need the rebate to go to someone other than the account holder?
For Maryland customers: If the rebate is to be paid to any party other than the account holder, please fill out a Payment Authorization Release Form and mail it to:
Attn: Washington Gas Maryland Rebates
6801 Industrial Road
Springfield, VA 22151 -
How long will it be before I receive my rebate?
Rebates will be processed within six to eight weeks of our receipt of a complete and valid rebate application form and all necessary materials to qualify.
Note: A certain percentage of rebate application forms will be selected for audit to ensure all rules and procedures are followed by the applicant. Such audits may extend the payment time referenced above by three to six weeks.
If 12 weeks have passed since you mailed your submission and you have not yet received your rebate, please call 877-240-9183 for your status. -
Can I get a rebate if I install the gas appliance myself?
No. To qualify for a rebate, appliances must be installed (or services performed) by a licensed contractor. -
I own a business in Washington, D.C. Are there any rebates available for me?
Yes, please visit the D.C. Sustainable Energy Utility to learn about all the rebates currently available for Washington, D.C. business owners.
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How do I get gas service to my commercial project?
To get started on the process of including natural gas to your commercial project, visit the add or replace equipment page on the “Business Owners” section of the website
Or contact:
David Shults
Commercial Account Manager
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What is the Multifamily Incentive Program?
The Washington Gas Multifamily Incentive Program is available for projects in Maryland and Virginia and was created to help lower first costs for builders and developers who choose efficient, comfortable, safe and reliable natural gas as the primary energy solution in multifamily projects. Property owners and managers of existing complexes with either full electricity or single‑building gas meter(s) can also benefit from the program by converting their building(s) to individual tenant-controlled natural gas meters.
Before you build your next multifamily project or retrofit your existing apartment building(s), consider partnering with Washington Gas. Your project may be eligible to receive a contribution to offset the cost of installing gas piping from the outlet of each meter to every residence. Reimbursement amounts will vary by project, up to the actual cost of installing the gas piping. In some cases, the contribution your project is eligible to receive may cover your internal piping cost completely.
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How do I get gas service to my large residential project?
If you have a residential project with three or more homes and you’re interested in natural gas, contact us to discuss your project’s energy needs, provide you with customized cost-saving solutions and move you through each phase of the process to get your project sold.
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What is the Distributed Meter Room (DMR) Program?
The Distributed Meter Room (DMR) program applies new technology to lower the upfront cost of including natural gas in the construction of high-rise multifamily apartments and condominiums. The design locates the meters in central gas meter rooms of high-rise multifamily buildings, resulting in cost reductions for gas piping for project owners. Washington Gas covers the cost for piping and maintenance up to and including the natural gas meter.
This solution is available for use in both new construction and retrofit high-rise (five stories or greater above finished grade) multifamily buildings.
However, if your project has fewer stories, Washington Gas’ Engineered Sales Team will evaluate your project to determine if the DMR is still feasible or will create the next best natural gas configuration for optimal cost savings. For more information on the DMR program contact:
Alexandria Phillips
Sales Engineer
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How do I get natural gas service to my multifamily project?
To learn more about including natural gas in your multifamily project, contact:
Kristin Coleman
Senior Multifamily Account Manager
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Are There Rebates Available For Maryland Builders?
The Maryland New Home Construction Program offers rebates on high-efficiency natural gas equipment to Maryland homebuilders. High-efficiency equipment rebates are available for home heating and water heating. The program offers technical training, sales and marketing support as well as incentives to homebuilders for qualifying equipment. Builders seeking New Home Construction Program rebates can apply online through our online portal. Equipment must be installed by December 31, 2023 in order to qualify for rebate.
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Does Washington Gas offer cost savings programs/solutions to multifamily builders, developers and owners?
Yes. Washington Gas’ offers several cost savings programs for multifamily builders and owners such as, The Multifamily Incentive Program (Virginia and Maryland), Distributed Meter Room (DMR) Program, Manufacturer discounts, complimentary design service and more. For more information, visit the “Multifamily” page in the “Builders & Contractors” section of the website or call:
Kristin Coleman
Senior Multifamily Account Manager
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How Do I Become A Participating Contractor In The Empower Network?
For more information on how to qualify and to apply, visit the Contractor Application Portal. -
I am demolishing an existing building and need to have the natural gas service abandoned. Who do I contact for assistance?
Complete the Gas Service Abandonment/Demolition Request form. Complete instructions can be found in the Business Owners section of the website on the Disconnect Service webpage.
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What is combined heat and power (CHP) and who can assist me with including it in my project?
Combined heat and power (CHP), also known as cogeneration, is a form of distributed power generation. This technology is essentially the simultaneous production of electricity and thermal energy (heating and/or cooling) from a single source of energy, usually natural gas. For assistance contact:
Jennifer Eugene
Sales Manager
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What is the Eco-Builder Program and how do I participate?
The Eco-Builder Program is a set of customizable marketing tools to help you market your project, reach new customers, and boost sales. Better still, these tools are available to you at no charge, provided that your project includes natural gas heating and water heating.
Think of the Eco-Builder Program as an extension to your existing marketing efforts: we will work with you to create marketing materials that are consistent with your current branding strategy, while promoting the benefits of natural gas that your property offers.
Visit the large residential services page for more information.
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What role does Washington Gas play in supporting economic development in the Washington D.C. region?
WGL’s (the parent company of Washington Gas) economic development initiative is focused on supporting regional growth and prosperity through the improvement of our region’s energy security, infrastructure, transportation, housing and economic resiliency. WGL believes that a robust natural gas infrastructure provided by Washington Gas is critical to meeting these needs.
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How do I get natural gas service to my project of only 1 or 2 homes?
If you have a residential project with less than 3 homes and want to include natural gas in your project, call 703-941-HEAT (4328) or email 941sales@washgas.com to speak to a sales representative to request new service.
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How much will it cost to serve my project natural gas?
There are several factors involved in determining the cost, if any, to bring natural gas to your project. You can learn more by contacting the one of the following based on the type of project you want to serve.
- Residential projects of 1 or 2 homes: 703-941-HEAT (4328)
- Multifamily: Kristin Coleman, Senior Multifamily Account Manager, kcoleman@washgas.com
- Commercial: David Shults, Commercial Account Manager, dshults@washgas.com
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Does Washington Gas provide construction heating?
Yes. With natural gas construction heating, you save time and effort by avoiding the inconvenience of scheduling propane deliveries and continually moving propane tanks back and forth, floor to floor, to heat your work site. No more lost time, manpower or money.
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What is a split meter?
When adding a gas appliance to your project, your contractor may request for Washington Gas to install a split meter. In this application, Washington Gas would install a new meter (or reinstall the old meter) and two regulators to provide 2PSIG pressure to the new appliances and 7 inches water column pressure to the existing appliances.
When & Why Contractors would use a Split Meter
1. It can be cheaper and easier to run new gas piping from the meter than teeing off the existing house piping system.
2. The existing low-pressure house piping system is inadequately sized for handling the additional load of a new gas appliance.
3. The new gas appliance may require a higher gas pressure that can be delivered by the existing system, thus making the split-meter the only feasible system to install.
Click here to get the form.
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Who can participate in the Customer Choice Program?
All customers in Washington, D.C., Maryland and Virginia are eligible to participate. -
When can I participate in the Customer Choice Program?
Enrollment is open every month throughout the year. -
How do I participate?
If you are considering participating in the Customer Choice Program, you may want to contact several suppliers. In some instances, suppliers already may have contacted you with information -- using advertising, direct mail, personal contact or other customary means to promote their services.
As with other important consumer purchases, make sure to shop around and compare prices and services. Talk with energy suppliers about their qualifications, price offers and fees, contract requirements and billing procedures.
If you decide to buy your natural gas from an energy supply company other than Washington Gas, you will be asked to sign a consent form authorizing the supplier to enroll you in the Customer Choice Program.
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Do retail energy supply companies and their sales representatives work for Washington Gas, the utility?
No. Retail energy suppliers are in business to compete against one another to sell you natural gas and other energy products and services.
Washington Gas is the regulated utility and is responsible for the following:
- Providing the gas supply or commodity to any customer who does not choose to buy from a retail energy supplier.
- Providing safe and reliable delivery of natural gas to all of its customers and responding around the clock to any natural gas emergency.
- Reading customers' meters and providing billing services.
- Reviewing retail energy suppliers' qualifications and imposing specifications on their participation in the Customer Choice Program as appropriate. *
*Only applicable in Maryland and Virginia.
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What will the energy supply company charge me?
Remember that energy supply companies are competing against one another for your business, so it is likely that their prices and services will differ. Be sure to ask which charges are included in the price that a supplier quotes and ask about any additional fees or charges not included. -
How do I compare prices?
When you obtain suppliers' prices, ask whether the price includes the balancing charge, a fee to help ensure adequate supply. Washington Gas' price already includes this charge, and you will want to make accurate comparisons. -
As a consumer, how am I protected?
Consumer protection standards are in place. The natural gas is delivered to you through the Washington Gas distribution system. In the unlikely event that an energy supply company exits the program, Washington Gas makes sure you receive the gas you need.
*Only applicable in Washington, D.C.
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Questions to Ask Energy Supply Companies
Licensing
- For customers in Washington, D.C.: Are you licensed by the Public Service Commission of the District of Columbia to sell natural gas in Washington, D.C.?
- For customers in Maryland: Have you been approved by the Maryland Public Service Commission to sell natural gas in Maryland?
- For customers in Virginia: Have you been approved by the Virginia State Corporation Commission to sell natural gas in Virginia?
Pricing
- Do you offer a fixed price or does the price change?
- If it is a fixed price, for how long do you guarantee it?
- If it is a variable price and not fixed, then how often does the price change?
- Is the price dependent upon how much natural gas I use?
- Does your price include balancing and interstate transportation charges?
Additional Fees
- Is there an enrollment fee?
- Is there a fee if I cancel my contract early?
- Are there any other additional fees?
Agreements
- What do I have to sign?
- What is the length of my contract?
- What happens when it expires?
- What happens if I cancel the contract?
Billing
- How will I be billed: one bill or two separate bills?
- Do you offer a budget plan or any other billing services or options?