Managing utility bills can be daunting for many households, especially those with limited income. In 2023 alone, Step Forward received 23,930 applications from residents interested in energy assistance.
To better meet the needs of Cuyahoga County residents, Step Forward’s Energy Assistance Program offers a variety of services, including the Percentage of Income Payment Plan (PIPP), which helps households manage their utility bills throughout the year, preventing crises before they arise.
What is PIPP?
PIPP is an energy assistance intervention program designed to help eligible households maintain their gas and electric services by paying a percentage of their household income. Instead of facing unpredictable and unaffordable utility bills, clients have a consistent, affordable fixed payment throughout the year.
After 12 consecutive payments, clients are required to reverify no later than their anniversary date (their enrollment date) to continue in the program. When clients make 24 consecutive on-time, full payments, they receive credits to their utility accounts for the outstanding balances.
"PIPP is more than just a payment plan,” said Audrey Taylor, Step Forward's Director of Energy Assistance Services. “Since payments are based on household income as a fixed monthly amount, families avoid the stress of fluctuating bills and potential service disconnections. By design, PIPP keeps clients connected to service.”
To qualify for PIPP, residents must be at or below 175% of the federal poverty guidelines ($52,500 for a family of four’s household income for 12 months) and have utility service from an electric or natural gas company regulated by the Public Utility Commission of Ohio.
Step Forward is working diligently to educate new PIPP clients about the program's three biggest requirements: Clients must make their PIPP payment each month on time and in full, clients missing any payments must have all payments current on their anniversary date, and participants must reverify their household income annually on or before their assigned reverification date. Those who are behind on payments on their anniversary date or fail to reverify their income will be dropped from the program.
To help track and maintain PIPP payments and ensure timely reverification, Step Forward encourages clients to use a 12-month downloadable PIPP tracker.
"The more residents we enroll in PIPP and keep enrolled, the better," emphasized Taylor. "Disconnections and disconnection notices can be a thing of the past when PIPP is used properly. Step Forward’s goal with PIPP is to provide long-term solutions. We want families to feel secure knowing they can keep their homes powered and comfortable without the constant worry of disconnection or mounting debt. Step Forward is committed to helping the residents of Cuyahoga County navigate these programs and maintain essential services."
"We are so pleased to be a provider of PIPP services to the residents of Cuyahoga County,” said Jackie Boehnlein, Vice President of Community Services. “PIPP puts energy affordability back into the reach of households struggling to pay high utility bills. We have changed how we serve clients and are promoting PIPP enrollment and education, knowing PIPP is so much more than a budget plan.”
How to Apply
First-time PIPP applicants can submit an Energy Assistance Programs (EAP) application and required documentation online at energyhelp.ohio.gov. The EAP application is used for HEAP, PIPP enrollment, and PIPP reverification. New applicants need to create a user account and complete the Energy Assistance Programs Application online.
Applicants can also apply by mail. When applying by mail, applicants must mail their signed, completed application and required documents to Energy Assistance Programs, P.O. Box 1240, Columbus, Ohio 43216. Unsigned applications are ineligible for processing.
Applicants wanting to enroll in PIPP by applying online or by mail must select "yes" in the checkbox option to enroll.
How to Reverify
Current PIPP clients must reverify their income every year to stay enrolled in the program. To reverify, clients need to resubmit an Energy Assistance Programs application along with the required documentation either online at energyhelp.ohio.gov or by mailing their reverification application to Energy Assistance Programs, P.O. Box 1240, Columbus, Ohio 43216. Clients reverifying for PIPP must select “yes” in the checkbox option to reverify.
Processing Time
Application processing time to apply and reverify is up to 12 weeks (about three months). Once approved or reverified, applicants are notified by mail of their PIPP payment amount. For reverifications, the PIPP amount will change with any changes in household income.
Please note, Step Forward does not accept drop-off applications or applications mailed to the agency through postal services or by email.
Utility Bill Statements
Utility bill statements include a PIPP client’s payment amount, anniversary date, and reverification date.
Automated Call Handling
Call volume frequently exceeds agency capacity to answer phone inquiries, especially during winter and summer crises. Last year, Step Forward HEAP received more than 37,000 inquiries and phone calls from residents asking for utility assistance.
In lieu of phone agents, Step Forward is transitioning to automated call handling to prioritize calls from clients without service and to provide answers to frequently asked questions through recorded messaging.
Step Forward’s Energy Assistance Program opened a HEAP Courtesy Center at 4834 Richmond Rd., Warrensville Heights, OH 44128. The center assists PIPP clients who have been dropped from the program and are working to be reinstated.
Learn more about Step Forward's energy assistance services here.