Update:
This article was updated to add information about eligibility for assistance programs, the fees associated with special reconnect orders and how to donate to Enbridge's Heat Care program.
Receiving a shut-off notice or struggling to pay your gas bill can be scary and overwhelming — especially during winter months. Luckily, several programs available to Cleveland and Cuyahoga County residents offer some form of financial assistance for gas bills.
Navigating these programs is no easy task. From meeting strict eligibility requirements to providing loads of personal and financial documents, accessing utility assistance can be both frustrating and confusing.
This guide will break down the gas bill assistance programs available to Cleveland and Cuyahoga County residents for 2026 and 2027, including program qualifications and how to apply.
Because there is often confusion around how to find assistance, Enbridge offers a calculator on its site to help identify programs you might be eligible for.
What is the Home Energy Assistance Program (HEAP)?
The Home Energy Assistance Program (HEAP) aids Ohioans who need help managing and paying their home energy bills. The program, which is federally funded and now administered by the Ohio Department of Job and Family Services, provides a one-time annual payment for gas or electric bills from public utilities.
Who qualifies for the HEAP program?
You must be at or below 175% of the federal poverty guidelines for gross income for families of up to seven members. The program is open to both renters and homeowners. To see if you qualify, check out the Ohio Department of Job and Family Services website, which provides a breakdown of income levels and household sizes.
When applying, you must report your total gross (pre-tax) household income for the last 30 days, though the last 12 months is preferred. Wage and salary income earned by any dependent minors is exempt from household income. So, for instance, a 16-year-old’s wages from a fast-food restaurant would not have to be included.
How do you apply for HEAP?
If you meet the eligibility requirements and want to apply for HEAP assistance, you can do so by completing an online application here. You’ll have to create an OHID account to login and apply. The online application must be completed on a computer using certain browsers, as it’s not currently accessible on mobile devices such as smartphones or tablets. If you don’t have access to a computer, you can use one at Cleveland Public Library branches and Cuyahoga County Public Library branches.
In-person or over-the-phone applications can be made by making an appointment with your local energy assistance provider, during which you’ll complete an energy assistance application. Cuyahoga County residents can contact Step Forward.
There is a 12-week processing time for both online and mailed applications. To avoid delays, make sure you sign the application.
What documents do you need to apply for HEAP?
To apply for HEAP, you must complete an application for the program and provide several documents, including:
- Proof of income for each household member. This includes Supplemental Security Income, Social Security Disability Income, Social Security, pension, alimony, self-employment wages and unemployment.
- Copies of your most recent utility bills.
- A list of all current household members, including their birth dates and Social Security numbers. You’ll also need proof of legal residency/U.S. citizenship for each household member. Acceptable proof includes a copy of a Social Security card, birth certificate, U.S. passport, naturalization paper or certificate of citizenship, permanent visa or an insurance ID card.
What is the HEAP Winter Crisis Program?
HEAP also has two season-specific utility assistance programs: one for winter and one for summer. The Winter Crisis Program is primarily for heating assistance. The Summer Crisis Program is for cooling assistance, helping eligible Ohioans manage electric utility bills and central air conditioning unit repairs and purchases.
The Winter Crisis Program is specifically for eligible Ohioans who:
- are at risk of being disconnected from fuel service,
- have been disconnected,
- need to establish new service,
- need to pay to transfer their service,
- have Percentage of Income Payment Plan (PIPP) default,
- need to pay PIPP,
- or have a bulk fuel supply of 25 percent or less in their tank to maintain utility service.
The Winter Crisis Program runs from Nov. 1 to March 31, 2027.
Who qualifies for the HEAP Winter Crisis Program?
Eligible Ohioans include those who have a household income at or below 175 percent of the federal poverty line. Along with the income requirements, you must also be facing disconnection, have been disconnected, need to establish new service or pay to transfer service, or have 25 percent or less of your bulk fuel supply in your home fuel tank.
To check if your household income qualifies, you can review the November-to-March 2027 income levels on the Ohio Department of Job & Family Service’s website.
How do you apply for the HEAP Winter Crisis Program?
To apply for the Winter Crisis Program, you can start your application online by using a computer — not a mobile device such as a smartphone or tablet. You will need to make an appointment with your local energy assistance provider to finish the application.
Start your online application here.
You can also apply by sending or dropping off your application and required documents to your local provider. In Cuyahoga County, that provider is Step Forward.
There is a 12-week processing time for both online and mailed applications. To avoid delays, make sure you sign the application.
What documents do I need for the HEAP Winter Crisis Program?
Along with a completed application, you must submit copies of the following documents:
- Your most recent utility bills.
- A list of all current household members, including their birth dates and Social Security numbers. You’ll also need proof of legal residency/U.S. citizenship for each household member. Acceptable proof of this includes a Social Security card, birth certificate, U.S. passport, naturalization paper or certificate of citizenship, permanent visa or insurance ID card.
- Proof of income for each household member over age 18 for at least the past 30 days. This includes Supplemental Security Income, Social Security Disability Income, Social Security, pension, alimony, self-employment wages and unemployment.
- Proof of disability if applicable.
What is the Percentage of Income Payment Plan (PIPP)?
The Percentage of Income Payment Plan (PIPP or PIPP Plus) helps eligible Ohioans manage their monthly utility bills year-round. Payment assistance is provided based on a percentage of your household income.
With PIPP, your monthly payment will be $10 or 5 percent of your gross monthly household income each month, whichever is greater. When a PIPP household pays their monthly payment on time and in full, some of their old utility bill debt and the rest of that month’s bill will be forgiven. The forgiveness is in the form of a credit on their utility account.
How to apply for PIPP
Who qualifies for the program? To qualify for PIPP, households must have a gross yearly income at or below 175 percent of the federal poverty line. For a breakdown of household income qualifications for 2026-2027, check the Public Utility Commission of Ohio (PUCO) website.
How to apply: Like most energy assistance programs, you can apply online by accessing the application here via a computer. You can also apply by contacting and setting up an appointment with your local energy assistance provider, which is Step Forward in Cuyahoga County. Applications for PIPP are open year-round.
What documents do you need? Like most energy assistance programs, when applying, you’ll also need to provide:
- A valid photo ID.
- A list of all household members.
- Copies of your most recent utility bills.
- Proof of income for the past 30 days for all household members over the age of 18. Some forms of income may require 12 months of proof. Be sure to check with your local energy assistance provider before your appointment or to submit the application.
Acceptable forms of income proof and household member identification for PIPP are the same as for energy assistance programs such as HEAP.
Special Reconnect Orders
What are these? Special Reconnect Orders allow customers who have fallen behind on payments, are disconnected from natural gas or electric utilities, or are threatened with disconnection to pay a fee of $76 plus tax to have their utility service reconnected or maintained. These orders are issued by PUCO on an annual basis.
A Special Reconnect Order can be used once during the winter heating season, typically from mid-October to April 16.
Who qualifies for the program? Anyone who receives service from a regulated utility company qualifies for a Special Reconnect Order, regardless of household income. If you have multiple residential accounts, you can only use the Special Reconnect Order at your primary residence.
All regulated gas companies in the state must comply with the Special Reconnect Order and can guide applicants through the process and answer any questions.
How to apply: There isn’t a specific application process required for a Special Reconnect Order. All you have to do is contact your utility company and mention the Special Reconnect Order.
Enbridge’s Heat Care Program
What is it? Enbridge Gas Ohio’s Heat Care Program (formerly Dominion) is a fuel assistance program. The program is meant to be used as a last resort for individuals and families who are struggling to pay their gas bills. Funds for the Heat Care program come from tax-deductible donations from customers, stockholders, employees, Heat Care partners and Enbridge itself. Area nonprofit health and human services agencies such as the Salvation Army then distribute the funds.
To donate, Enbridge customers can send payment via mail to the Salvation Army, payable to Heat Care Program, to:
Heat Care Program
The Salvation Army
P.O. Box 5847
Cleveland, OH 44101
Who qualifies for the Heat Care program?
To qualify for Heat Care, you must be an Enbridge customer, have received a termination notice and have already exhausted all state and federal gas utility assistance programs.
If you’re 60 or older, you can apply for Heat Care without having a termination notice.
If you’re not an Enbridge customer, you may still be eligible for utility assistance through your utility provider.
To apply, contact your local Salvation Army office. You can use the Salvation Army’s location search tool.
What are medical certificates and how do they work?
What is it? PUCO-regulated utility companies can’t disconnect you from utility services like gas under certain conditions, such as you or another household member having a medical condition that could make it dangerous to go without utility services.
Medical certificates can be used to prevent disconnection or reconnect service if you’ve been disconnected for less than 21 days. The certificate is good for 30 days and can be used up to three times in 12 months.
Medical certificates postpone disconnection, but customers are still required to pay for their utility services during that time. This means you’ll have to enter a payment plan like PIPP or contact your utility company to establish a payment plan.
Who qualifies? To qualify, you must be a customer of a PUCO-regulated utility company.
There are no income requirements associated with medical certificates. In terms of what medical conditions qualify, that is solely up to a medical professional.
How to apply: Download the application form from the PUCO website. The form must be completed and returned to the utility company by a licensed physician, physician’s assistant, clinical nurse specialist, certified nurse practitioner, certified nurse-midwife or local board of health physician.
If the utility company receives a completed form before 3:30 p.m., service will be restored the same day. After 3:30 p.m., service will be restored as early as possible the next business day. If it’s submitted after 3:30 p.m. on a day that doesn’t have a business day after it (such as Friday), the utility company will work to restore service by the end of the day.
