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Utility Application Process
Request Assistance*
The new Utility Assistance online application is a 2-step process that includes the submission of an initial application form, followed by an invitation to login to an online portal where you will complete the remaining forms.
Online Application available MONDAY-FRIDAY 8 a.m. to 8 p.m.
Start Your Online Application Now
*Email address required for online application – if you need help setting up an email address, you may contact a Partner Agency below or contact the Economic & Community Development Office at 210-335-3666
Effective February 1, 2022, if additional assistance is needed call 210-335-3666 to schedule an appointment. If you are in need of a computer the Resource Lab is available Monday thru Friday 8 a.m. to 3 p.m. at 233 N. Pecos on the 4th floor.
Application Status
A Notice of Eligibility or Notice of Denial will be emailed to the address provided on the application.
To update, upload, and complete your application. Visit Your Online Application Now
Partner Agencies
Bexar County’s Economic & Community Development Department partners with agencies that lend assistance and support to residents. If you need help filling out our online application, setting up an email address, or just need access to a computer, please reach out to a Partner Agency near you.
Will I Have My Utility Services Disconnected?
For more information please view www.cpsenergy.com/assistance or SAWS
Application Requirements:
- Read the first page of your application, as it explains the documents that are needed. Be sure to include all documents required when submitting a complete application.
- Answer all the questions on your application. Incomplete applications will be denied.
- Be sure to include two (2) telephone numbers and your email address. This ensures proper communication for questions and notices .
- You're required to sign on all signature pages. If applying online, you will sign electronically using your computer touchpad, phone touchscreen, or mouse.
Digitally Sign Document using Touch or Mouse:
Please Note: Email address will be required for online application
Proof of US Citizenship - one of these documents is required for all Household Members:
- US State-Issued Birth Certificate
- U.S. Passport
- Permanent Resident Card (front and back)
- Certificate of Naturalization
Proof of Identification for all Household Members:
- State-Issued Photo ID
- U.S. Passport
If a picture ID is not available for children aged 17 and under, two (2) of the following may be accepted:
- State-Issued ID
- Vaccine Record
- School Record (report card, school photo ID, etc.)
- Insurance Card
Please Note: Email address will be required for online application
Utility assistance is funded by different State and Federal programs and carries varying qualification guidelines. If your annual income falls within one of these levels, you may qualify for utility assistance. Note that other factors are considered in addition to income.
| Household Size | Federal Poverty Level | Area Median Income $74,100 | ||
|---|---|---|---|---|
| 100% FPL | 125% FPL | 150% FPL | 80% AMI | |
| 1 | $12,880.00 | $16,100.00 | $19,320.00 | $40,350.00 |
| 2 | $17,420.00 | $21,775.00 | $26,130.00 | $46,100.00 |
| 3 | $21,960.00 | $27,450.00 | $32,940.00 | $51,850.00 |
| 4 | $26,500.00 | $33,125.00 | $39,750.00 | $57,600.00 |
| 5 | $31,040.00 | $38,800.00 | $46,560.00 | $62,250.00 |
| 6 | $35,580.00 | $44,475.00 | $53,370.00 | $66,850.00 |
| 7 | $40,120.00 | $50,150.00 | $60,180.00 | $71,450.00 |
| 8 | $44,660.00 | $55,825.00 | $66,990.00 | $76,050.00 |
ALL gross income for ALL Household Members must be provided, including:
- Check stubs
- Social Security and SSI award letters for current year
- Unemployment Benefits with processed date
- Child Support pay history
- TANF award letter
- VA pension/disability letter
- Retirement/Annuity pension letters
- Adoption Subsidy
- Housing Assistance Program/Utility Reimbursement (final rent change notice)
Please Note: If a household member is age 18 or over and DOES NOT have income or is self-employed, please complete the Declaration of Income Statement. Bank statements are not accepted.
- I was certified for utility assistance, when should I expect my payment to be made?
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Any eligible payments are processed and posted by the end of every qualifying month.
- My spouse/roommate moved out last week, do I have to include them in my application?
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Yes.
- My utility bill is under someone else’s name. Can I still apply?
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- Yes, if that person lives with you; or
- If that person does not live with you, you must be secondary on the account.
- I cannot provide proof of my U.S. citizenship, Can I still apply?
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Yes, you can apply, however, if proof is not submitted, we will have to deny your case. Proof of U.S. Citizenship status is a federal requirement, without this verification, we cannot release funding.
- Do I have to submit all new paperwork even though I was in the in the system last year?
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Yes, a new application and submission of documentation is required each year.
- How do I know if I qualified?
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Once your application has been reviewed and you are determined eligible, you will receive a ‘NOTICE OF ELIGIBILITY’ letter. This letter will outline the program you are eligible for and the amount(s) of assistance you qualified for. If you submitted an online application, you will receive an email with a link to the letter. If you applied with a paper application, the letter will be sent to you in the mail.
- What if I have a disconnect notice?
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Please contact CPS Energy for arrangements or contact United Way at 210-227-4357 to seek assistance during our processing period.
- Why was my application denied?
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- You will receive a ‘NOTICE OF DENIAL’ explaining why your application was denied.
- You have 20 days from the date of your Notice of Denial to respond.
- I am having trouble submitting my application online.
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Online application allows Clients to apply directly to our program.
- Why do I have to apply online?
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Online application allows Clients to apply directly to our program.
- Where can I call if I have any questions?
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210-335-3666
- Do you have a Complaint Policy?
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Customer Complaint Policy Bexar County Community Resources is dedicated to providing excellent customer service and maintaining a healthy customer relationship. We have a Complaint Policy to ensure our division handles complaints as efficiently and effectively as possible. You as our customer are entitled to make a complaint to us. Customers who do not agree with the service, application process and/or outcome of their application may file a complaint with Community Resources, a division of Economic and Community Development. Clients may file a complaint in person, by phone or in writing.
I. Complaint via Front Lobby: We address complaints filed via the front lobby depending on the availability. If Team Lead is unavailable, please provide the following to the Front Lobby Representatives Your Name, Contact Number, and Brief description of the complaint. Front Lobby staff will inform the Team Lead of your complaint and attempt to arrange an appointment. A follow up will occur within 24 hours of your complaint.
II. Complaint by Phone: We address complaints filed via phone depending on the availability. Phone Representatives will inform the Team Lead of your complaint and attempt to arrange a call transfer. If the Team Lead is unavailable, please provide the following to the Phone Representatives: Your Name, Contact Number, and Brief description of the complaint. A follow up will occur within 24-48 hours of your complaint.
III. Written complaint: We address complaint filed via mail or email upon receipt. Please provide the following information: Your Name, Contact Number, and Brief Description of the complaint. Team members will inform the Team Lead of your complaint. If the Team Lead is unavailable, a follow up will occur within 24-48 hours of your complaint.
Handling Your Complaint
Our goal is to resolve complaints in a timely manner; some concerns may take longer than 30 calendar days to resolve. A member of our team will arrange a follow up meeting or call to provide an update. We will keep you informed of the progress on your complaint, proposed actions and the expected timeframe for a resolution.