Community

Continuing to Support our Customers and the Community During the Pandemic

Washington Gas is committed to delivering the latest updates and reminders as we continue to address the ongoing impacts and challenges presented by the COVID-19 pandemic. These many months have been an incredible test of patience and endurance for all of us.
As a provider of essential energy services, each day our team is working hard to deliver natural gas reliably and safely in neighborhoods across Washington, D.C., Maryland and Virginia. Our dedication to providing information, reminders, and updates to our customers in these unprecedented times is just one of the many ways we aim to keep us connected, informed and united.
Washington Gas (WG) Cares
While our Walk-In Offices remain closed to the public for the safety of employees and our community, we remain focused on supporting our community and our customers.
We know it’s never been more important to have access to energy payment options and resources for energy assistance, as well as information about how to use these programs and realize the benefits. Through our initiative Washington Gas Cares, we are working hard to package our existing customer programs and develop new ones, and to get word out proactively by contacting our customers to make sure they know about the options they have, what to expect and what help is available—with a personal touch—during the pandemic period.
That means you may hear from the Washington Gas Cares team by phone, automated messaging or email communication in the coming weeks as we strive to lend a helping hand and potentially match our customers in need with the appropriate assistance.
Ongoing Support of the Community through COVID-Relief Donations
As part of our efforts to help those in need during the pandemic, Washington Gas recently provided $250,000 to fund select programs in the DC-area that address the growing need for immediate and long-term food security assistance for individuals and families impacted by COVID-19. The donations are in addition to the COVID-19 funding previously made available by Washington Gas across our community.
Our donations support non-profit programs, including the regional Get Shift Done initiative that pays hospitality and restaurant workers displaced by COVID-19 closures a rate of $15.00 per hour to work at local food banks where demand has risen significantly due to the economic impacts of COVID-19.
Our COVID-relief giving will continue so that we help meet the growing needs of impacted communities in a way that is sustainable and equitable.
Call Center Priorities and Online Alternatives – Help Us Serve You
While customer service remains a priority, you may experience longer than normal hold times. Keep in mind, most billing-related inquiries can be managed online at https://www.washingtongas.com/my-account/account-services-support/billing. There you can easily pay your bill as well as access and view up to date account information 24 hours a day, 7 days a week.
We encourage all customers to sign up for our free, secure eBill service, which is also accessible at https://eservice.washgas.com.
Payment Assistance for Customers in Need
As the pandemic is greatly increasing the need for assistance, there are many resources available to help, even if you choose not to take advantage of our payment programs under Washington Gas Cares. Visit us at www.washingtongas.com/LIHEAP for more information.
Our Work Continues
You can still expect to see Washington Gas in your neighborhood. Whether responding to emergency calls 24 hours a day, 7 days a week, or performing essential construction and system maintenance, our work continues. We ask that you give our crews the space they need to work by maintaining appropriate social distances from our workers (6 feet or more) at all times. This will help keep everyone—our crews and our neighbors—safe.
Our crews are instructed to follow precautionary protocols when performing work on location. Most of the infrastructure work we perform in your neighborhood does not require entry into the home and will not result in an interruption of service. When inside work is required, to protect our technicians, we ask that you let us know if anyone in your home is ill before we arrive.
We continue to suspend disconnections, waive late fees on bills and offer payment arrangements until we get past this crisis. We want to do all that we can to support our customers to stay strong and prepared every step of the way.
Emergency Calls – Available 24 hours-a-day/7-days a week
As always, if you think you smell gas or are experiencing a natural gas-related emergency, please call 911 and then call us at 1-844-WASHGAS (927-4427). We are available 24 hours a day, 7 days a week to respond to emergency calls.

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