Moving Beyond LIHEAP: Seven Ways to Bolster Customer Energy Assistance

As a result of recent changes to LIHEAP and the need to plan for additional changes, including potential funding reductions in the future, Chartwell’s Senior Consultant and Vulnerable Customer Council lead, Pat Ricks, has spoken with experts both within and outside the utility industry. From these discussions, Pat has compiled seven key recommendations to help utilities diversify and bolster assistance programs to reduce reliance on potentially risky funding sources.

1. Develop new assistance programs, including repurposing some COVID-era policies and programs, such as payment extensions, payment plans, moratoriums on disconnections during extreme weather, and temporary bill credits.
2. Expand existing assistance programs such as those funded by customer and company contributions, as well as rates.
3. Engage with and learn from peers, particularly Canadian utilities, as they have successfully supported vulnerable populations for years with limited federal resources. Canadian utilities on Chartwell’s Vulnerable Customer Leadership Council have been invaluable in sharing their insights to help their U.S. counterparts.
4. Expand focus on energy efficiency offerings for vulnerable customers, including discounted and no-cost weatherization services and products.
5. Advocate for alternative funding sources, including state-level and philanthropic support as well as ratepayer-funded programs.
6. Enhance proactive customer communication and education about available resources, including increased focus on community outreach, social media, and bill inserts.
7. Leverage and/or develop partnerships with community organizations and work together on the strategy, development, and execution of some of these recommendations.

 

To learn more about the Council, please contact Tim Herrick.

 

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• New Vulnerable Customer Benchmark Study: 59% of Utilities Expanding Support for Moderate-Income Customers

• Chartwell Honors Interdependence Through U.S. and Canadian Utility Collaboration

 

Related Insight Center research:

• North American Utilities Are Making Strides to Improve Vulnerable Customer Experience

• Powering Hope: How Entergy’s Charitable Foundation Supports Vulnerable Customers

• Empowering Customers Through LADWP’s Customer Support Saturdays Initiative