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Heating & Cooling Assistance

Family Support

**HEAP Staff will make follow-up phone calls to customers who have a pre-existing IVR appointment made on or before March 17, 2020.**  If you do not have a pre-existing appointment with us, you may submit your Energy Assistance Programs application online.

CUSTOMERS WITHOUT PRE-EXISTING IVR HEAP APPOINTMENT:

Complete the Application Online

1. Complete and submit the application on the Ohio Development Services Agency website.

2. A HEAP Intake Specialist will contact you. Please note it may take up to 12 weeks to process your request from start to finish.

CUSTOMERS WITH PRE-EXISTING IVR HEAP APPOINTMENT:

Complete and Scan Documents

1. You will complete your application by phone with a HEAP Intake Technician.

2. The HEAP Intake Technician will advise which supportive documents are needed to complete your application.

3. Scan the application, along with all required supportive documents to your assigned HEAP Intake Technician's email address, which will be provided over the phone call. 

NOTE: If you do not have the ability to upload/scan supporting documentation please print the Energy assistance Programs Application, sign the last page and your HEAP Intake Technician will advise following necessary steps.

Here's what you'll need to submit with your application:

  • Proof of income (copies of pay stubs, award letters, etc.)
  • Copies of their most recent energy bills
  • Photo ID
  • A list of all household members with Social Security cards and birth dates
  • Proof of U.S. citizenship/legal residency for all household member

Please note that failure to fill out the application completely, provide all the required documentation and sign the application will delay the processing of your application. 


MORE HELP FOR CUSTOMERS: WHAT DUKE IS DOING TO SERVE THE COMMUNITY DURING THE COVID-19 PANDEMIC

Suspending Disconnections 

We understand that many customers may be facing unexpected financial hardships. To help, we have suspended disconnections for nonpayment starting on March 13. This means that customers’ accounts will not show a disconnection status. However, you can verify their past-due amount by calling the appropriate dedicated agency number listed below.

Waiving Late Fees 

Effective March 21, we have waived all fees for late payments and returned checks, and for credit or debit card payments, for residential accounts. In addition, we are relaxing our usual timelines for payment arrangements.

We are encouraging customers to stay as current as they can with their payments. This will help them avoid building a large balance for later, which could pose additional hardships.


Important Notice Regarding Winter Reconnection Order

Beginning October 14, residential customers can utilize the Winter Reconnect Order to reconnect or to avoid disconnection of their electric and/or natural gas utilities. In order to use the Winter Reconnect Order, an Ohioan must have service with an investor-owned electric and/or natural gas company. The Winter Reconnect Order fact sheet can be accessed here. For more information regarding other utility assistance programs and ways to stop disconnection of service click here

Heating & Cooling Assistance

What is the Home Energy Assistance Program?
The Home Energy Assistance Program (HEAP) is a federally funded program that provides eligible Ohioans assistance with their home energy bills. This one-time benefit is applied directly to the customer’s utility bill.


Winter Crisis Heating Program

The Winter Crisis Heating Program (Nov. 1-March 31) offers financial assistance to eligible Hamilton County residents who are in need of emergency assistance. CAA accepts applications for a one-time benefit. Income eligible individuals can receive up to $175 towards the households’ utility service.

Seniors (ages 60+) may call to schedule an appointment Monday - Thursday by calling 513-569-1850, Option 3. Appointments are on a first come, first serve basis.

Residents facing disconnection from their heating source, those who have already been disconnected, or those that have less than a 25 percent supply of bulk fuel left may qualify. The household must also have a gross income at or below 175 percent of the federal poverty level. For a family of four, the annual income must be at or below $45,062.50.

We are currently offering extended hours every Wednesday by appointment only from 5 p.m.- 6 p.m. Only 6 slots available, for working individuals only.

Re-verifying PIPP PLUS customers can apply online at energyhelp.ohio.gov.


 

APPOINTMENT & INFORMATION HOTLINE

For online appointment scheduling, visit app.capappointments.com or call 513.569.1850 for more information or to schedule an appointment.

  • During Winter Crisis months (Nov 1 - Mar 31), you can schedule a 28-day appointment by selecting Option #1, this option may also be selected if you are re-verifying or applying for PIPP for the first time. (Please note: If you make a 28-day appointment Duke will offer a 1 time extension toward your utility services until after your appointment date.)

  • Select Option #2 for a same-day appointment. The same-day appointment line will take calls from 9 a.m. until 11 a.m. Monday through Thursday.  Customers will be given an appointment to be seen that day between 1 p.m. and 2:30 p.m. (Please note: This appointment line will only schedule 40 same-day appointments each day.)  
     
  • We provide home visits for applicants who are housebound and live alone. 

OTHER DISCLOSURES

PLEASE NOTE: If you are applying on an applicant's behalf, a notarized statement or power of attorney statement must be presented at that time. 

Customers must bring the following items to their appointment: 

  • proof of income (copies of pay stubs, award letters, etc.)
  • copies of their most recent energy bills
  • photo ID
  • a list of all household members with Social Security cards and birth dates
  • all customers MUST have a printed copy of your Duke Energy bill in hand 
  • proof of U.S. citizenship/legal residency for all household members

PLEASE NOTE: As of September 2016 one of the following documents will be needed for Proof of U.S. Citizenship:

  • Birth Certificate/Hospital Birth Records
  • Baptismal Records (only when place and date of birth is shown)
  • Native American Census Record
  • Military Service Record
  • U.S. Passport
  • Verified Citizenship for OWF Program
  • Voter Registration Cards

PLEASE NOTE: If you are reporting zero income, the following rules apply:

  • Applicant must provide written statement from income source detailing how your bills are paid (rent, food, utility etc.). 
  • Specify any cash amount(s) and the frequency of assistance.
  • If applicable, customer must provide current HUD contract, Section 8 contract, Rental Lease and Food Stamp printout. 
  • Please know that further documentation maybe requested, such as Wage and Income Transcript for all household members over 18 years of age.

The PIPP Plus Program

The Percentage of Income Payment Program (PIPP) Plus helps eligible households maintain gas and electric service by paying a percentage of their household income.

Individuals may click here to download an English version of the HEAP Application. 

Individuals may click here to download a Spanish version of the HEAP Application.

Or applicants can apply at CAA or pick up an application at the agency or your local library and mail it to:

Ohio Office of Community Assistance, Home Energy Assistance Program

P.O. Box 1240, Columbus, Ohio 43216

**Please note: mailed applications may take 4-8 weeks processing time.**

  • If the monthly PIPP Plus payments are made on-time and in-full, the customer will receive a credit for 1/24th of their total past due amount, and the customer will not need to pay the difference between their PIPP Payment and their actual billing amount.
  • PIPP Plus makes monthly payments more affordable on a year-round basis.
  • Customers could be free of old utility debt at the end of two years.

For more information on PIPP Plus rules click here.

To be eligible, families must reside in Hamilton County and earn a household income at or below 150 percent of the Federal Poverty Guidelines.

If you live outside of Hamilton County, please visit your local Community Action Agency for more information on PIPP Plus. See our Agency Directory for a complete listing of locations.


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