Lubbock Power & Light

Utility Payment Assistance Options Offer Support During Pandemic

For information about payment extensions, payment plans and all payment assistance options, visit cityoflubbockutilities.com/covid19-assistance.

As the COVID-19 pandemic and safety measures continue to evolve, City of Lubbock Utilities understands it’s a very difficult time for customers. If you are behind on utility bill payments, there are several options to help you get back on track.

We recently spoke with representatives from the City of Lubbock Community Development Department and local nonprofit Neighborhood House about the Comprehensive Energy Assistance Program (CEAP). 

“Every year, the City receives CEAP funding from the Texas Department of Housing and Community Affairs to help customers with the energy portion of their bill, such as electric or natural gas service,” said Community Development Director Karen Murfee. “With the funding, we’re able to provide much-needed relief to residents in need – especially now, during the pandemic.”

CEAP Qualifications:

  • Participants must meet income guidelines set by the state
  • Participants must reside in Lubbock County
  • Payments go directly to utility providers (energy only: electricity, natural gas and propane) 

The City manages CEAP applications with help from Neighborhood House, the largest provider of utility assistance in Lubbock County. Neighborhood House assists more than 7,000 families each year by providing families with children, people with disabilities and the elderly with food vouchers, hygiene products, prescriptions, utility assistance and other necessities.

“Programs like CEAP are so important in making sure Lubbock residents in need have somewhere to turn for help,” said Neighborhood House Program Director Joy Loper. “It’s clear the pandemic and its effects on the economy have hit our community hard. Usually we average around 15-30 payment assistance applications per day but have far exceeded that over the past few months.”  

Lubbock County residents who meet the above CEAP qualifications can complete and submit an application online, by email (cdinfo@mylubbock.us) or mail. Those with questions can call Community Development at 806-775-2296. More information is also available at https://ci.lubbock.tx.us/communitydevelopment.

CEAP is just one of many assistance programs for customers who need help paying utility bills. Details about additional agencies such as Catholic Family Charities and Salvation Army can be found on City of Lubbock Utilities' website.

For customers who just need a little more time to pay, City of Lubbock Utilities offers payment extensions, which extend your current bill’s due date. They also created a one-time Pay in 6 Plan, which spreads a customer’s overdue balance into six equal monthly payments. 

For information about payment extensions, Pay in 6 and other local payment assistance organizations, visit cityoflubbockutilities.com/covid19-assistance.

As they transition back to normal operations, City of Lubbock Utilities is encouraging customers with an overdue balance to email or call Customer Service to set a plan to get back on track: CustomerFirst@CityofLubbockUtilities.com or 806-775-8509.

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