Help with Bill
Help With Bill
We strive to provide you with reliable and essential energy delivery.
Our work doesn’t stop there — we also have many services designed to meet the variety of needs you or your family members may have. In addition, there are a variety of state programs that may be able to provide you with financial assistance with your utility bill.
We're here to help
We offer several programs to assist customers financially with their bill. In addition, there are a variety of state programs that may be able to provide you with financial assistance with your utility bill.
2023 Low Income Bill Credit
On November 28, 2022, Governor Lamont announced the Customer Relief Plan in response to higher electricity supply prices facing Connecticut utility customers. As part of this plan, UI customers who qualify for financial hardship status will receive a $24 credit on their electric bill. The $24 bill credit will be applied to bills monthly from January through June 2023 if the customer maintains financial hardship status.
Qualifying for Financial Hardship and the 2023 Low Income Bill Credit
If you are not currently receiving the low-income discount credit, you may qualify for financial hardship status and be eligible for the bill credit. To see if you qualify:
- Contact us at 800.722.5584; OR
- Contact your local Community Action Agency (CAA)
You automatically qualify if you receive certain State benefits such as:
- SSI – Disability/Supplemental Security Income
- TANF – Temporary Assistance for Needy Families
- SAGA – Standard Administered General Services
- WIC – Woman, Infants and Children
- SNAP – Supplemental Nutrition Assistance Program
You will be asked to provide documentation of public benefits when you contact UI or your local CAA.
If you don’t receive State benefits, you may still qualify based on your income.
To be eligible for income-based assistance programs, your household income must be at or below 60% of the State Median Income:
2022-2023 Income Eligibility Guidelines
How much money can you make to be at or below 60% of the state median?
The following documentation is all that is needed when you call us or your local CAA:
• Employed (weekly last pay stub, Biweekly last 2 paystubs, monthly last paystub)
• Self-employed (most recent year 1099 Tax Form)
• Social Security
• Child support, pension, retirement, or other
Qualified customers will receive the $24 monthly low-income discount credit on the next electric bill.
UI Assistance Programs
- Matching Payment Program – Residential customers covered by the Winter Protection Program and who heat by electricity may qualify for UI’s Matching Payment Program. If you qualify, we will work with you to develop a monthly budget agreement. If you keep that agreement, we will match your payments to reduce your back balance.
- Bill Forgiveness Program – This program helps low-income customers maintain year-round service and pay down delinquent balances by company-matched dollars. A payment arrangement plan helps qualified hardship customers pay past due electric bills. Under BFP, if payments are current, a past due balance can be "forgiven" over time.
- Called to Active Duty? - You may qualify for temporary suspension of collective action and disconnection of your electric service if you are called into active duty in the U.S. military.
- Home Energy Solutions-Income Eligible (HES-IE) - Through the Connecticut Energy Efficiency Fund, United Illuminating administers the HES-IE program. This weatherization program is designed to help customers with limited income or financial needs reduce their energy bills.
- Winter Protection Program - UI offers winter protection to all our customers that qualify. If you meet eligibility requirements, we will not turn off your electricity between November 1 and May 1. The Winter Protection Plan must be renewed annually, beginning in October. To prevent your service from being shut off after May 1, contact UI to setup a payment arrangement.
Medical protection is available to residential customers or family members within the household with a serious or life-threatening medical condition.
A medical protection designation protects a residential utility customer from shut off from November 1 through May 1 (serious illness designation) or year-round (life-threatening designation) if the residential customer or someone in their household has a medical condition that requires continuation of utility service.
Please see our fact sheet for how to apply for a medical protection designation.
Your physician/APRN can use the Medical Web Portal to complete the certification form. The medical portal allows medical professionals and authorized agencies to protect eligible utility customers from possible disconnection for non-payment of utility service. By using the medical portal, the medical professionals and authorized agencies are certifying that their patient has a medical condition and must be afforded protections from termination of service for non-payment under the applicable state laws and regulations.
Flexible Payment Arrangements
We will work with you if you are having trouble paying your electric bill. We offer flexible payment arrangements for all customers needing assistance. These arrangements can be spread out up to 18 months for residential customers and 6 months for non-residential customers. Current payment arrangements may be renegotiated due to a change in financial circumstances Per Conn. Agencies Reg. § 16-3-100(b)(3)(A). These arrangements may be discussed confidentially by calling our Customer Care Center at 800.722.5584.
Disputing a Payment Arrangement
If you are unable to reach a satisfactory Payment Arrangement with our customer representative, you may ask to speak with a company Review Officer. If you disagree with a Review Officer’s decision concerning a Payment Arrangement, you may appeal within five days to the Connecticut Public Utilities Regulatory Authority (PURA). If you disagree with PURA’s decision, you may request a hearing before PURA. During your appeal, your service will not be shut off, as long as youcontinue to pay your current and undisputed bill amounts during this period.
Disputar Un Arreglo De Pago
Si no logra llegar a un Arreglo de Pago satisfactorio con nuestro representante de atención al cliente, puede pedir hablar con un oficial de revisión. Si no está de acuerdo con la decisión del oficial de revisión sobre el Acuerdo de Pago, puede apelar dentro de los cinco días al Ente Regulatorio de Servicios Públicos (Public Utilities Regulatory Authority, PURA) de Connecticut. Si no está de acuerdo con la decisión de PURA, puede solicitar una audiencia ante PURA. Durante la apelación, su servicio no se interrumpirá, siempre y cuando usted siga pagando los montos actuales de su factura que no estén en disputa durante este plazo.
Fact Sheets for all Assistance Programs in English and Espanol
- Matching Payment Program/Programa de pago coincidente
- Struggling to Pay Your Energy Bill? /¿Tiene dificultades para pagar su factura de energía?
- Balance Forgiveness Programs/Programas de Perdón de los Saldos
- Final Bill Collection/Cobro de la factura final
- Maintaining Your Electric Service/Mantener su servicio de electricidad
- Managing Your Bills - We Can Help/Podemos ayudarlo a manejar sus facturas
- Medical Protection/Dificultades Medicas
- Reducing Your Energy Usage/Reducción del uso de energía
- Winter Protection/Protección para el Invierno
State Assistance Programs
Operation Fuel (NEW Guidelines) – Operation Fuel provides emergency energy and utility assistance to households in Connecticut that are facing a financial crisis. Operation Fuel offers year-round energy and utility assistance for safe drinking water, fuel for cooking meals for your families, heat to keep your family warm in the winter, and electricity for refrigerating your insulin at safe temperatures and to power your lifesaving home medical devices. Applications for the Winter/Spring season are now open! New income guidelines may now make you eligible for assistance. Please visit www.operationfuel.org/gethelp for more information.
Info Line – 2-1-1 Infoline is a single source for information about community services, referrals to human services, and crisis intervention. It is accessed toll-free from anywhere in Connecticut by simply dialing 2-1-1. It operates 24 hours a day, 365 days a year. TDD access and multilingual caseworkers are available. For more information, visit Infoline.org.
- UI customers can support Operation Fuel by adding an additional $1.00 to their monthly bill payment and UI will match 50% of your tax-deductible contribution. To have $1.00 or more added automatically each month to your bill, call our Customer Care Center at 800 7 CALL UI (800.722.5584).
To make an additional donation, visit Operationfuel.org to make an online donation or send your donation directly to:
75 Charter Oak Avenue, Suite 2-240
Hartford, CT 06106
Thank you for your support!
- Connecticut Energy Assistance Program (CEAP) - The federally-funded Connecticut Energy Assistance Program (CEAP) is designed to help low-income households pay their winter heating bills. CEAP is not designed to pay total heating costs. Households must plan to pay a part of the bill themselves. CEAP applications are handled by the local Community Action Agency (CAA). Visit Cafca.org to find a local Community Action Agency.
Community Action Agencies
Community Action Agencies (CAA) are intake centers for energy assistance applications and assist you with finding financial assistance for your energy bills. In addition to heating assistance and weatherization, some CAAs provide employment and training, food pantries and mature adult services. Visit Cafca.org to find a local Community Action Agency.
Energy Efficiency Programs and Rebates
UI offers a variety of energy efficiency programs and rebates to help you manage your energy costs. Start with Energy Analyzer and get targeted energy efficiency information, advice and support to help you achieve savings.
Factors Impacting Your Bill
There are several factors that can affect your electricity bill each month. Electric rates and usage factors can and do impact the amount you pay each month on your electric bill. A change in any of these factors can impact your bill, resulting in a higher or lower electric bills. However, that is the simple answer, but to fully understand why your bill is higher or lower, you need to know what these factors are and their impact to your monthly bill:
The fossil fuels that are used to generate electricity --- coal, oil, natural gas --- have all increased significantly in price since our existing supply contract was signed three years ago. Those price increases will play a major role in the final cost of the new supply contract.
UI rates are adjusted approximately every six months to account for changes in the cost of the electricity we supply. The new rates are approved by the PURA, the regulatory agency that oversees aspects of the company’s operation. A change in your rate class, one of the two factors that combine to determine your monthly bill, would change your bottom line.
Because your usage, and amount owed are averaged, bills in the summer are lower than expected, and bills during cooler months may be higher than expected.
If you are on one of UI’s time of day rates, a change to when you use electricity will impact your bill. The rate for on-peak hours (noon – 8 PM Monday - Friday) is greater than off-peak hours. By using more electricity during on-peak hours, you are paying a higher rate for that electricity
UI’s rates are seasonal and therefore change based on the time of year. The rate during the summer period (June-September) is greater than that of the winter period (October-May).
Both in the summer and winter months, the weather drives a portion of your bill. The more your heating or cooling system operates, the higher the energy usage, and the higher the bill.
Are you on a UI time of day rate? A shift to your pattern of use will cause your bill either to rise or fall as the cost per kWh swings to on or off peak rates.
Changes to your home’s thermostat settings, the number of people living at your home, and vacations will affect your electricity usage. Adjusting the setting of your thermostat by a few degrees will cause the amount of electricity you use to change.
The number of days on the invoice (i.e. the billing period) is greater or less than normal. There can be as much as an eight (8) day difference in the number of billing days on an invoice. As a result, the amount of electricity consumed for that billing period may be greater or less than normal.
Home renovations (e.g. additions), changes or additions to home appliances, and changes to your homes heating and cooling systems can have a significant impact on your electricity consumption.