UPDATE: MAY 8, 2020

With the ever evolving COVID-19 situation, we wanted to provide you with an update as we continue to provide critical services to our customers and communities.

Supporting our Communities

On April 8, 2020, Liberty Utilities announced a $500,000 donation to support communities within its service territories across the US and Canada during the COVID-19 pandemic. We are pleased to share with you the following organizations have been chosen as local recipients:

  • Ninth District Opportunity
  • Enrichment Services
  • Family Resource Center
  • Meals on Wheels
  • Dorca's Place
  • Mercy Med
  • Kids Café

Liberty employees participated in the selection of local organizations that they felt provided much-needed support to our customers and our communities. These organizations hold a special place in the hearts of our employees, and we thank them and so many other deserving organizations for serving our communities in such impactful ways.

Continuing to Support You, Our Customers

As a reminder, Liberty Utilities has suspended service disconnections for non-payment for residential and business customers until further notice. We continue to provide resources for residential and business customers facing financial hardship including payment arrangements with no penalties and suspended fees for paying with a credit card. We encourage customers to keep up with their payments so bills don’t accumulate and cause further hardship. If you have questions about our payment programs, please contact our customer service department for assistance at 1-855-216-6305. 

Many of us continue to find ourselves at home more often. Here are some tips from the Liberty team to help you manage your utility usage and bills during this unprecedented time.


Walk-in Centers Closed Until Further Notice

For the health and safety of our communities, our walk-in customer service centers will remain closed to the public until further notice. We are working on a plan for reopening and will update you when the plan is finalized. Please continue to utilize our alternate payment options

Thank you for your continued trust.  We will continue to send updates as they happen. 


APRIL 17, 2020

Resources for residential and business customers facing financial hardship

For residents in need of assistance, the United Way 211 program can help match you with local programs including health, nutrition and financial services.

For small businesses needing financial assistance please contact the Small Business Association. They have a Payroll Protection Program, Load Advances, Bridge Loans and Debt Relief.

Local Assistance for residential gas customers. 

 

APRIL 9, 2020

Liberty Utilities Donates $500,000 to Support Local Communities During COVID-19 Pandemic

On April 8, 2020, Liberty Utilities announced a $500,000 donation to support communities within its service territories during the COVID-19 pandemic.

Learn More 

 

MARCH 22, 2020

Walk-In Centers Closed Until Further Notice to Protect Health and Safety

For the health and safety of our communities, we are closing our walk-in customer service centers until further notice. Customers can continue to access drop boxes at our walk-in locations. Our customer service teams are also available to take your calls. We recognize that many of our customers are experiencing financial uncertainty. If you are facing a potential hardship, we urge you to call us to discuss payment options and available assistance. We are here to help.

We know our customers and communities depend on us now more than ever. Rest assured, we take this responsibility to heart. We remain focused on providing safe, reliable electricity and natural gas, and we are ready to respond to any emergencies.

View alternate payment options

 

MARCH 14, 2020 Liberty Utilities suspends service disconnections for residential and business customers in response to COVID-19

To assist customers and communities during the rapidly evolving COVID-19 public health emergency, Liberty Utilities has suspended service disconnections for non-payment. This temporary suspension, which will continue until further notice, includes residential and business customers.

We encourage customers who have questions or who may be facing potential hardship to contact our customer service departments. We offer a variety of payment options and can assist customers with payment arrangements should they be needed.

“We recognize our customers count on the essential services Liberty provides,” said Brent Baker, Liberty Utilities Vice President of Customer Experience Operations.” With the uncertainty surrounding this virus, we want to ensure our customers have access to the services they need to help maintain their health and safety. “

Liberty continues to actively monitor the situation, and our teams are taking all necessary measures to ensure the safe and reliable delivery of services to our customers.

 

 MARCH 13, 2020 At Liberty Utilities, delivering electricity, gas, and water safely and reliably to our customers is always our primary goal. With the rapidly evolving COVID-19 situation, we wanted to provide you with an update on the actions we’re taking across our company to protect the health and safety of our customers and employees and to help ensure that the communities we serve can continue to count on the critical services we provide.

Supporting the health and safety of our employees

  • We have a pandemic preparedness plan in place and have established a task force that is working with guidance from the Centers for Disease Control and Prevention (CDC). This task force has spent several weeks preparing for how the virus might impact our organization and the communities we serve, and how to respond appropriately.
  • We continue to monitor the situation and actively share updates and information with our employees so that they can keep themselves and their families safe.
  • We have provided additional protective supplies and equipment to our frontline employees. We have limited employee travel, limited in-person meetings, and postponed larger gatherings and events.
  • To prevent the spread of the virus, we’re encouraging anyone who feels sick or has concerns regarding potential exposure to stay at home.

Protecting our customers

  • Customers may notice our customer service representatives and field team wearing gloves and additional protective equipment. You may also notice changes in how we greet customers in our contact centers and on service appointments, including social distancing of at least 6 feet. We hope you understand that this is for both customer and employee protection.
  • While our customer walk-in centers remain open to serve you, to practice social distancing, we encourage our customers to utilize our other payment methods available on our website, and to call us with questions at 1-855-216-6305.

View Payment Options  

Ensuring the delivery of safe and reliable service

Utilities must often respond to extreme conditions and disasters. We plan and practice regularly to help ensure continuity of service. We take this responsibility seriously. As part of our pandemic response, we are implementing our emergency plan and quickly adjusting to conditions of the current COVID-19 situation to ensure safe and reliable service to our customers and communities.