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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:

  • Suspending disconnections and late fees through December 31, 2021.
  • 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.

10/21/2021 

Dear Customer: 

Our Customer Service Experience is undergoing a transformation to ensure you have the best service going forward. We know you have had a hard time reaching us and we hear you. We promise that improvements are on the way. We value your time and we want to make it easier for you to do business with us.

We are in the process of implementing changes and improvements to make things right over the next several weeks and months. One of these is the opening of our Walk-In Offices in Washington, D.C. (Anacostia), Maryland (Frederick) and Virginia (Shenandoah) initially on Tuesdays and Thursdays from 8am to 4pm.

For your convenience, we have created this web page so you can easily find all of the essential updates about our transformation. We will also include information on this page about the most-requested services so that you can take care of these tasks whenever it’s convenient for you.

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.

  • Our Walk-in Offices Are Now Open

    As we continue to improve our customer experience, our Walk-In Offices at our Washington, D.C. (Anacostia), Maryland (Frederick) and Virginia (Shenandoah) locations are open Tuesdays and Thursdays 8a.m. to 4 p.m. Customers can visit these facilities in person to perform several account tasks, including confirming and/or changing account information, paying bills, and making general inquiries about bills and a variety of services.   

    Washington, D.C. (Anacostia)
    2288 Martin Luther King Jr Ave SE, 
    Washington, DC 20020

    Maryland (Frederick)
    1800 N Market St, 
    Frederick, MD 21701

    Virginia (Shenandoah)
    350 Hillandale Rd
    Winchester, VA 22602-2485

    For safety during COVID-19, we ask that customers observe safe social distancing practices, wear a mask and other safety guidelines while inside.  In addition, we are limiting in-door capacity of the number of customers who use our Walk-In Offices to allow for safe social distancing space.

  • 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. – 12 p.m. 

  • 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.