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What are Utility Protections during COVID-19?

What can I do if my water is off or if I have a shut off notice during the COVID-19 pandemic?

Effective immediately, during the time of the COVID-19 emergency in Ohio, a public water system shall not disconnect customers’ water due to nonpayment of fees or charges. Customers whose service was disconnected for nonpayment after January 1, 2020 should request reconnection and the public water system shall restore drinking water service as quickly as possible. The customer may not be charged reconnection fees but may be billed for actual usage. This order ends when the emergency ends or on December 1, 2020, whichever is sooner. See the Ohio Environmental Protection Agency Order.

Cleveland Water and Cleveland Public Power (CPP) have temporarily stopped disconnection of residential services for non-payment. If you have recently been disconnected for non-payment, please call Cleveland Water at 216.664.3130 or CPP at 216.664.4600.

How do I get home heating assistance during the COVID-19 pandemic?

Ohio has received an extension of the Winter Crisis Program through May 1, and the Home Energy Assistance Program (HEAP) through June 1. The Winter Crisis Program helps income-eligible Ohioans maintain their utility service, while HEAP provides eligible Ohioans assistance with home energy bills through a one-time benefit applied directly to their bill.

You can now apply for these programs over the phone.  Visit for more information or call 1 (800) 282-0880 to begin your application.

Is the PUCO Winter Reconnect Order going to be extended during the COVID-19 pandemic?

The Public Utilities Commission of Ohio (PUCO) extended its winter reconnect order through May 1, 2020. The Winter Reconnect Order helps Ohioans reconnect or maintain electric and natural gas service during the heating season between October 14, 2019 and May 1, 2020. The Commission also noted that PUCO-regulated utilities should review their policies and identify where it may be prudent to suspend, the duration of the emergency, any policies that would impose a service restoration hardship or create an unnecessary risk of human contact. Utility customers who have questions or concerns regarding their utility service are encouraged to contact the PUCO online.

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