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1. How do I apply for Utility Assistance?

You may do ONE of the following:

• Call us at (210) 335-3666
• Mail us a request form or letter to:
  233 N. Pecos, Suite 590
  San Antonio, TX 78207
• Email us your request to clientservices@bexar.org

For complete details, download this document: "The Application Process: What you need to know"

2. I was certified for Utility Assistance, when should I expect my payment to be made?

Any eligible payments are processed and posted by the end of every qualifying month.

3. I qualified for help last year, why do I always have to re-apply each year?

The Comprehensive Energy Assistance Program (CEAP) is not an entitlement - which means it is not automatic assistance for the following program year. Your eligibility ends on December 31st of each year.

Our funding source requires you to apply for help when you need help. Your income will be calculated to determine if you still meet income eligibility based on federal income guidelines. Further, the program may have new requirements for a household to meet in order to receive assistance.

4. My neighbor turned in her application after me, but she was helped first. Why is that?

Our funding source requires we assist the most in need first. Every application submitted to our office is prioritized on a few things.

First: Is their an elderly, disabled or small child (age 5 & younger) listed in their application? Second: Is the household in danger of disconnection?
Third: Does the household have a high energy burden? This means the bills they are being charged are higher than what their gross income can pay.

Once we gather all this information, then we can begin processing an application. Some applications will take a little longer to process if you do not meet the prioritization for immediate assistance. All in all, your application will get processed we ask for your patience while we serve the most in need first.

5. My spouse/room mate moved out last week, do I have to include them in my application?

Yes, they contributed to using the electric and/or natural gas in the home. You will need to add them to your application and tell us the amount of income they received within the past 30 days and when they left your home on the Declaration of Income Statement.

6. My utility bill is under someone else’s name. Can I still apply?

Yes, if that person is a member of your household. If that person is not a memberof the household then the applicant must be listed as a secondary account holder andresponsible for payment on the account.

7. I cannot provide proof of my U.S. Citizenship, can I still apply?

Yes, you can apply, however, if proof is not submitted, we will have to deny yourcase. Proof of U.S. Citizenship status is a federal requirement, without this verification, wecannot release funding.

8. Do I have to submit all new paperwork even though I was in the system last year?

Yes. Our funding source requires a new application and submission of documentation each year.

9. How will I know I received help?

Once your application has been reviewed and you are determined eligible, you willreceive a ‘NOTICE OF ELIGIBILITY’ letter. This letter will outline the program you areeligible for and the amount(s) of assistance you qualified for.

10. Is Bexar County going to pay my full bill?

We are limited to only paying a households’ electric and/or natural gas charges. Anyremaining balance, once our pledge has gone through, will be your responsibility.

11. How do I proceed once my application is turned in?

You may call our main line at (210) 335-3666 to check the status. You may alsocontact CPS Energy to request an extension on your account.

12. What if my services are scheduled for disconnection?

Please contact CPS Energy for arrangements or contact United Way at 211 to seek assistance during our processing period.

13. How long will it take for you to work on my application?

Please allow us, at least, a 2 week time frame to process your application. Your application must go through certification process.

14. Why was my application Denied?

You will receive a letter explaining why your application was DENIED.

15. I was denied, but I still need help, can I reapply?

You have 20 days from the date of your Notice of Denial to submit your missingdocuments to Bexar County. Your case will be closed after this period. If the case is closedyou can reapply but you will need to start the process all over again by requesting a secondapplication.

16. If Bexar County cannot help me, what are my options for getting my bill paid?

You can all United Way at 2-1-1 for a listing of agencies that may be able to help and/or call CPS Energy at (210) 353-2222 to make arrangements on your account.