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At Washington Gas, our goal is to deliver the best possible service to you — and that starts with reducing the long hold times and other difficulties many of you have been experiencing when trying to reach us.

Our Customer Service Experience is undergoing a transformation.

What we’re doing:

  • Adding a new virtual hold feature during peak hours — so we can call you back.
  • Adjusting our Call Center hours to make more representatives available during peak times of day.
  • Supporting customers with payment plans and energy assistance.
 
 
 
 
 
 
 
 

April 11, 2022

Dear Valued Customer, 

Over the last several months, we've made changes to improve the service we provide to you. 

In striving to provide you with an exceptional customer experience, we have:

  • Reduced the average wait time to 20 seconds when you contact our customer service phone line. 
  • Hired more customer service agents, which has lowered your overall wait time when calling. 
  • Improved the response time to direct message on social media to 5 to 7 minutes. 

And we're not finished.

Washington Gas continues to work hard at transforming its customer service experience. In 2022, we will expand our customer service workforce, create additional points of contact and continue to work toward providing you with the best customer experience possible.

Additionally, for your safety and for the safety of our employees, our walk-in offices in Washington D.C., Frederick and Shenandoah are currently closed to the public until further notice. We will notify you of any updates regarding the re-opening of offices.

We appreciate your patience as we take further steps to ensure you have the exceptional customer service you expect and deserve from Washington Gas.


Sincerely,

Michelle's Signature
Vice President of Customer Experience

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Here’s How We’re Supporting Our Customers

  • No disconnections or late fees through December 31, 2021

    We are suspending residential customer disconnections and late fees across our service areas in Maryland, Washington, D.C., and Virginia through the end of this year.

    This is important: if you do receive a cut-off, late fee, or collections notice during this time, you do not have to contact us. Your gas will not be turned off and you will not be charged a late fee since we are suspending these actions.

  • New Call Center hours and more representatives

    We have adjusted our Call Center hours so we have more representatives available to assist you during the peak times of day. These new hours are:

    • Monday: 8 a.m. –  8 p.m.
    • Tuesday – Friday: 8 a.m. – 6 p.m.
    • Saturday: 8 a.m. – 5 p.m. 

    (Except major holidays)

  • New virtual hold feature

    No one has time to wait. When you call us, we will hold your place in line and call you back. We ask your patience as we roll out our new virtual hold feature, as it may take us up to 24 to 48 hours to return your call.

  • Additional digital and online service capabilities

    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.

  • How to Register For Your Online Account

  • How to Stop Service

 

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.