UI, SCG, and CNG Strengthen Community Outreach Initiatives in 2024, Serving Over 3,400 Customers in Record-Breaking Year
Customer service representatives and energy efficiency experts attend 100 in-person events, providing support to help customers manage monthly bills
Next enrollment even for CNG customers: Thursday, January 16, from 4-7PM at Human Resources Agency, New Britian
ORANGE, Conn. — January 15, 2024— United Illuminating (UI), Southern Connecticut Gas (SCG), and Connecticut Natural Gas (CNG), subsidiaries of Avangrid (NYSE: AGR), today announced that they have successfully served over 3,400 customers through more than 100 in-person outreach events in 2024. This achievement represents a threefold increase in both the number of events and customers reached compared to the previous year. At these events customer service representatives and energy efficiency experts with EnergizeCT™ met face-to-face with customers to provide information on available assistance programs and helped customers apply for financial hardship and qualifying programs. The next enrollment event for CNG customers will be held on Thursday, January 16, 2024, from 4-7 pm at the Human Resources Agency, 180 Clinton Street, New Britain, CT 06053.
“Our customers are at the heart of everything we do, and being able to connect with them directly in their communities has been a key part of our outreach strategy,” said Frank Reynolds, President & CEO of UI, SCG, and CNG. “In 2024, we made a concerted effort to reach more people where they live and work – from senior centers and community agencies to local festivals and holiday events. We are proud to offer educational resources and answer questions that can help our customers manage their monthly bills with confidence. We look forward to continuing to expand our outreach even further in 2025.”
In 2024, representatives from multiple departments, including Customer Service, Government and Community Relations, and Conservation and Load Management, engaged with customers at major community events such as Trumbull Day, Fairfield Harvest Festival, East Haven Fall Festival, Rocky Hill Fall Festival, Ansonia Harvest Festival, Bridgeport Latino Business Expo, the Puerto Rican Festival of New Haven, and the North Haven Summer Concert Series. The team interacted with 3,439 customers, providing information on the Home Energy Solutions and Home Energy Solutions Income-Eligible residential energy efficiency programs, the Multifamily Initiative for building with five or more units, the Small Business Energy Advantage (SBEA) program, customer billing assistance programs such as the Low-Income Discount Rate (LIDR), Bill Forgiveness Program (BFP), Matching Payment Program (MPP).
For the second consecutive year, UI, SCG, and CNG also hosted their own “Office Hours” events during the summer and fall, providing additional opportunities for one-on-one interactions with customers. These drop-in sessions were held at senior centers, non-profits organizations, and public libraries in Hamden, Stratford, New Haven, East Haven, West Haven, and Hartford, offering customers convenient access to program information, bill explanations, and energy saving tips without the need for appointments. Assistance for customers was available in both English and Spanish, ensuring an inclusive approach to the communities the companies serve.
“We’ve made it a priority to invest in outreach, connecting directly with customers at community events and providing the tools and resources to help them manage their utility bills,” said Tracey Pellela, Vice President of Customer Service at UI, SCG, and CNG. “Our focus has been on engaging with Environmental Justice Communities in New Haven and Greater Bridgeport, highlighting programs available to them, and offering bilingual support to ensure all customers have access to the information they need. As we move into the new year, we will continue hosting community events to strengthen our relationship with customers and empower them with the resources and tools to make informed decisions.”
In 2025, the companies’ plan to expand their outreach further by participating in both large and small community events, with an emphasis on reaching underserved populations, including the Hispanic community. The companies will also continue to partner with area nonprofit organizations to provide educational materials in English and Spanish.
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Media Contact:
Marina Bach
Marina.bach@avangrid.com
203.859.0883