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.
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UI Assistance Programs
- Forgiveness Matching Payment Program – Residential customers covered by the Winter Protection Program and who heat by electricity may qualify for UI’s Forgiveness 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.
- UI Matching Payment Plan – 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 MaPP, 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.
UI Payment Plans & Options
UI will work with you if you are having trouble paying your electric bill. We offer convenient payment plans, and our budget billing option allows you to pay a fixed amount each month. Call our Customer Care Center at 800 7 CALL UI 800.722.5584and the automated system will assist you in setting up payment arrangements or you can speak one of our Customer Care representatives during normal business hours.
Criteria for Arrangements:
- Account must be past due 30 days or more
- An initial payment is required to set up arrangements
- Customers are allowed 2 payment arrangements within one year
- Arrangements can be made for a period of 4-12 months, depending on your individual circumstances
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
- 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 Hardship/Dificultades Medicas
- Reducing Your Energy Usage/Reducción del uso de energía
- Winter Protection/Protección para el Invierno
State Assistance Programs
COVID-19 Payment Program – UI is currently operating under the Public Utilities Regulatory Authority’s Emergency Shut-off Moratorium and not disconnecting electric service at this time due to the Covid-19 pandemic. Once the moratorium is lifted, any unpaid balances will become due.
If you are experiencing financial difficulties during this pandemic, the COVID-19 Payment Program is available to you and offers payment plans up to 24 months, with no down payments, fees or interest is available. Please call us at 800.722.5584 for more information. Our company representatives are available to work with you to create a mutually agreeable payment arrangement to avoid interruption of electric service. Residential customers can enroll in the COVID-19 Payment Program through July 20, 2021.
UniteCT – Renters earning 80% or less of the HUD Area Median Income, may be eligible to receive assistance for up $1,500 of past due electric expenses through UniteCT.
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.
- Operation Fuel – Operation Fuel is a private, non-profit Connecticut corporation that provides emergency energy assistance to people within the state of Connecticut who are in financial crisis and who are not eligible for government assistance. Funds are distributed through a volunteer network of nearly 60 fuel banks throughout Connecticut. Find a local fuel bank near you at Operationfuel.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.
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).
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.
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.
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.
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.
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.
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.
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.