Focus on Affordability: EEI Member Companies Connecting Customers With Financial Support

Customer affordability has long been a priority for investor-owned electric companies, particularly during summer months when air conditioning and energy use tend to spike, putting upward pressure on energy bills.

As artificial intelligence (AI) and data centers, increased industrialization and the reshoring of manufacturing activity, and the broader electrification of the economy continue to push electricity demand higher, EEI member companies are proactively developing customer support programs and raising awareness of existing federal, state, and company-specific resources to help ensure customers who need financial assistance are able to access it.

Each August, EEI and the National Energy & Utility Affordability Coalition observe Low Income Home Energy Assistance Program (LIHEAP) Action Month, to help raise awareness of and advocate for federal funding for LIHEAP. The program plays a critical role in helping low-income customers manage their energy bills, providing essential heating and cooling assistance to eligible families. EEI is actively engaging with our partners on Capitol Hill to stress the importance of the program.

Additionally, many EEI member companies also are rolling out innovative financial assistance tools and relief programs to help keep customer bills as low as possible.

In June, Exelon Corporation and its local affiliate companies—Atlantic City Electric, BGE, ComEd, Delmarva Power, and Pepco—rolled out a $50-million Customer Relief Fund, partnering with local nonprofits to help limited- and middle-income customers in need of energy bill assistance this summer.

“Exelon understands that high energy bills, caused by increased supply costs, are extremely stressful for low- and middle-income customers—which includes many seniors, small business owners, and families experiencing challenges,” Exelon President and CEO Calvin Butler, who also currently serves as EEI Chair, said in a statement announcing his company’s Customer Relief Fund.

Similarly, Pacific Gas & Electric Company (PG&E) in July announced it would commit $50 million to new and existing financial assistance programs. It also announced a new dollar-for-dollar matching program up to $1,000 to help eligible customers pay past-due bills. An estimated 400,000 customers are expected to be eligible for the new program based on federal income guidelines.

Exelon and PG&E are among EEI’s largest member companies, but electricity providers of all sizes are shining a spotlight on similar initiatives to support the customers and communities they serve.

Developing Innovative Solutions

Among the new EEI member-led financial support initiatives to launch this summer is the Public Service Electric and Gas Company’s (PSE&G’s) Summer Relief Initiative, designed to protect residential customers from higher energy bills. PSE&G in June received approval from the New Jersey Board of Public Utilities to issue temporary credits to customers, partially offsetting higher energy prices in the region. The company also issued a Summer Moratorium on disconnections for qualified customers and is waiving reconnection fees.

Many other companies are partnering with local nonprofits and philanthropic organizations to ensure resources flow to the most vulnerable. The Duke Energy Foundation, for example, committed $400,000 in June to its Share the Light Fund, which supports customers facing financial hardship across the six states that Duke Energy serves. Through the Share the Light Fund, Duke Energy works with local nonprofit agencies that can help connect individual customers with the resources and aid for which they qualify. The foundation’s latest contribution builds on the $11 million that Duke Energy, its foundation, its employees, and its customers have committed to such efforts during the past three years.

“We know that behind every request for assistance is a story—a family, a friend, a community member working to get through a tough time,” Duke Energy Foundation President Amy Strecker said in a statement. “Through the Share the Light Fund and our local partners, we’re able to support our neighbors in their moment of need.”

Driving Energy Efficiency

EEI member companies also are working directly with corporate and residential customers to help them improve their energy efficiency, do more with less electricity, and lower their monthly bills. Dominion Energy Senior Policy Director Tonya Byrd wrote in Electric Perspectives earlier this year about her company’s energy efficiency renovation efforts, describing a project that involved upgrading a local senior citizen’s aging HVAC system, heat pump, ducts, and light fixtures.

Similarly, Entergy Texas earlier this year hosted a series of community events in Cleveland and Huntsville to provide no-cost air conditioning tune-ups to eligible customers. Some customers also received free energy efficiency products and home weatherization upgrades.

The air conditioning work is part of the company’s broader CoolSaver program, which provides free HVAC services valued at more than $200 per home. Qualified technicians clean and calibrate the output of existing systems to improve performance and help customers reduce their energy usage.

“We know the Texas summer heat can be relentless, and so can high energy bills if systems aren’t running efficiently,” Entergy Texas Energy Efficiency Program Manager Mark Delavan said in a statement. “These tune-ups can make a big difference in the homes and wallets of our customers.”

Raising Customer Awareness

Six in seven families eligible for LIHEAP assistance are not actively enrolled in the program, largely because they are unfamiliar with the resources available to them. Many EEI member companies see similar barriers to enrollment in state- and company-specific programs and are actively working to educate customers and streamline application processes.

Xcel Energy’s Resources. Education. Delivered. (RED) Truck launched in 2023 to bring information about financial assistance directly to customers. The RED Truck travels to fairs and community events, where bilingual Xcel Energy account representatives can help customers understand the resources available to them and answer questions about their accounts.

“By connecting with our customers where they live, work, and play, the RED Truck ensures their voices are heard and their needs are met, aligning with our mission to deliver safe, reliable, and affordable service,” Xcel Energy—Colorado President Robert Kenney said in a statement. “The RED Truck initiative lets our customers know they can rely on us to be where they need us to answer questions and provide support.”

PNM raises awareness of its Good Neighbor Fund by participating in community resource events across Albuquerque and its wider service territory. The PNM Good Neighbor Fund provides electric bill assistance to low-income and income-qualified customers, including seniors and other vulnerable groups.

The fund, which is distributed through a partnership with the Rio Grande Food Project, helps qualified customers stay connected to electricity during challenging times. PNM hosts several on-site bill assistance events throughout the year to provide customers and community members with direct access to these vital resources. During the events, PNM team members are available to answer questions, review customer eligibility, and help customers with bill assistance applications.

Electricity customers looking for assistance can visit EEI’s Energy Affordability hub for more information about what local resources may be available in their community, including federal LIHEAP eligibility, and for EEI’s guide to more than 100 ways to improve your electric bill, including energy efficiency updates and actions that customers can take to help lower energy bills.