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Making it Right - Improving our Customer Experience

September 26, 2021

Dear Valued Customer:

As we communicated recently, Washington Gas is working hard to improve our customer experience to reduce the unacceptably long hold times many of you have been experiencing. Our goal is to deliver the best possible service to you, and we know it has been a frustrating few months for customers who have tried to reach us. We hear you, and we value you, and we have several improvements under way to make things right.

New Virtual Hold Feature Begins This Week

I’m pleased to share with you that we are implementing our virtual hold tool so that you no longer have to wait in the queue for a customer representative to answer. We will save your place in line and call you back. We ask for your patience as we roll out this technology. For now, it may take up to 24 to 48 hours to return your call, but you will not have to wait on hold at all.

New Call Center Hours Begin September 27

To ensure we have more representatives available to assist you during the peak times of the day, we are adjusting our Call Center hours effective September 27.

  • Monday: 8 a.m. - 8 p.m.
  • Tuesday – Friday: 8 a.m. - 6 p.m.
  • Saturday: 8 a.m. - 12 p.m.

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

No Disconnections or Late Fees through December 31, 2021

While we work to strengthen our customer service capabilities, we are suspending residential customer disconnections across our service territories in Maryland, Washington, D.C., and Virginia, as well as late fees, through the end of this year.

We want to emphasize to customers that if you do receive a cut off, late fee or collections notice during this time, you do not have to contact Washington Gas, since we are suspending these actions.

We Are Here to Help with Payment Plans and Energy Assistance

A reminder for those facing financial hardship, especially during Covid-19, we offer a variety of payment plans and energy assistance programs. You can find out more about these services at

Customer Experience Transformation Updates

We appreciate your patience as we work every day to transform our customer service experience. We are committed to keeping you updated about our improvement efforts through communications like this and on our website at Thank you for being a valued customer. We will make things right to ensure that you have the exceptional customer service you expect and deserve.



   Michelle Musgrove, Vice President Customer Experience

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