UI, CNG, SCG Bring Together Community Partners to Expand Access to Customer Assistance Programs

The companies host a Customer Service Expo in recognition of Customer Service Week 

 

ORANGE, Conn. — October 9, 2026 — United Illuminating (UI), Connecticut Natural Gas (CNG), and Southern Connecticut Gas (SCG), subsidiaries of Avangrid, Inc., recognize Customer Service Week (October 5-9) and host a Customer Service Expo. Community members from local organizations and municipalities were invited to attend the Expo and learn about the payment assistance programs and other resources available to customers. 

 

“Helping customers access available assistance takes strong partnerships,” said Frank Reynolds, President and CEO of UI, SCG, and CNG. “By bringing together municipalities, community organizations, and state agencies, we can better reach people who may benefit from these programs and services. We are grateful for the collaboration of our community partners and look forward to continuing to work together to ensure customers receive the support they need." 

 

The Customer Service Expo was held at the companies’ headquarters in Orange on October 1 and members of the Customer Service team provided an in-depth explainer on the assistance programs available to customers and the outreach activities to improve customer awareness of these programs. Attendees included representatives from the towns and cities in the companies’ service territories, as well as local economic development agencies and social services organizations. Vice President of Customer Service for UI, SCG, and CNG Willa Hightower made opening remarks. Following the presentation, the Customer Service team members took questions from the audience and concluded with an informal networking event. 

 

“I am proud of our customer service team that consistently goes the extra mile for those we serve,” said Hightower. “This Customer Service Week, we recognize our team members including Customer Service Representatives, billing and revenue specialists, supervisors, project managers and many others. We remain committed to providing excellent service and spreading the word about the programs offered to help those who need it.” 

 

The companies’ Customer Service team led the discussion at the Expo focused on the assistance programs available for qualifying customers. Assistance programs include:   

  • Winter Protection Program: For eligible customers who qualify for financial hardship, UI, SCG, and CNG will not turn off their electricity or gas between November 1 and May 1. The Winter Protection Plan must be renewed annually. To prevent your service from being shut off after May 1, contact UI, SCG or CNG to set up a payment arrangement.   
  • Low-Income Discount Rate (LIDR): The low-income discount rate can help lower qualifying customers' utility bills by offering a 5% to 50% discount on their monthly charges for UI customers and a 10% discount for SCG and CNG customers.  
  • Matching Payment Program (MPP): Available to residential customers, this program is designed to help lower energy bills for those who can demonstrate financial hardship. UI, SCG, and CNG will match every dollar paid by customers or on their behalf, up to a zero balance.   
  • Flexible Payment Arrangements: Available to all residential customers, regardless of financial status. Customers can pay past-due balances over a period of up to 18 months. Current payment arrangements may be renegotiated due to a change in financial circumstances per Conn. Agencies Regs. § 16-3-100(b)(3)(A).   

 

Learn more about assistance programs available for UI, CNG, and SCG customers.

 

Media Contact: 

Angela Baccaro 
angela.baccaro@avangrid.com   
(203) 836-0874