Companies offer remedies for utility bill chills

The weather soon will get worse, and the economy is not expected to get much better. That double-whammy could pose difficulties for many households when winter utility bills start rolling in.

Having seen an increase in bill payment delinquencies during the past year, Kansas City Power & Light has stepped up efforts to inform customers about programs that can help. Kansas Gas Service also makes information about utility assistance readily available, although it has not mounted any new campaigns to raise awareness.

KCP&L conducted Energy Resource Fairs last month at the Matt Ross Community Center in Overland Park and the Sylvester Powell Jr. Community Center in Mission. The company is holding about 15 of the fairs at various locations in its regional coverage area.

Representatives of the utility, various charitable organizations and even the Internal Revenue Service are on hand at the fairs to explain programs, benefits and tax credits.

“We understand the economy has affected customers throughout our region, and we want to help connect them with programs and services that will enable them to save energy and money,” said Tom Robinson, community business manager for KCP&L.

Utility officials say area residents who have struggled to pay bills in the past probably are familiar with available resources. But the recession is introducing new households to the dilemma.

“We are seeing many who for the very first time are getting behind on the bills and don’t know where to go,” said Kelli Hindes, communications specialist for KCP&L. “The fairs allow them to have face-to-face meetings before they have trouble.”

The company urges people to seek help early rather than let unpaid bills mount.

“The message we’re trying to get out is that if you’re behind, call us. People who have not been in that situation don’t know what’s available. They tend to wait until they’re disconnected,” said KCP&L Customer Relations Adviser Jamie McGinn.

Both the electric utility and Kansas Gas Service often direct strapped customers to the United Way.

Rather than try to reach individual agencies directly, people are advised to call United Way at 2-1-1 or (816) 474-5112. Some cell phone services cannot yet connect to 2-1-1.

“We specifically know which ZIP codes serve various areas. It can get kind of complicated for individuals to know which place to call,” said United Way Public Relations Director Ron Howard. “The 2-1-1- program advises people which agencies can help them based on where they live and on income guidelines.”

The 2-1-1 line offers help and advice on more than utility bills. It also provides information about rental, prescription and tax preparation assistance, dental care, and food pantries. But of nearly 122,000 calls through the first nine months of this year, 43 percent related to utility assistance, Howard said.

Utilities also on occasion refer customers to the Kansas Department of Social and Rehabilitation Services. In addition to providing utility assistance for some low-income customers, it offers child care and food assistance as well as health services. Even if a person does not land utility bill assistance, Hindes said they sometimes get other forms of aid that saves them enough money that they can afford to pay the utility bill.

Both KCP&L and Gas Service offer a variety of payment options designed to help customers avoid being disconnected or to get reconnected.

Al Walker, manager of communications for the gas utility, said customer service advisers work one-on-one with individuals to tailor a payment plan for them or to connect them to social service agencies.

Gas Service also has its own Gift of Warmth utility assistance program, which is administered through the Salvation Army. Walker said the company encourages customers who are able to pay their bills to make donations to the program.

Over the past year, Walker said the Gas Service did not see a significant increase in bill payment delinquencies.

At least for the time being, one positive for consumers is the price of natural gas. While rates always are subject to change, the cool season begins with costs well below those of a year ago.

At last check, the price of gas stood at $5.31 per 1,000 cubic feet. At the same point last year, the price was $7.52.

History tells us that falling energy prices eventually rise again, so utility officials advise people to think long-term.

“We always encourage customers to put energy conservation measures in place so their homes are as energy efficient as they can be,” Walker said.

That also is an emphasis for KCP&L at its fairs and in literature it distributes to customers.

The company also has an Energy Optimizer program that provides a free programmable thermostat that is installed at no cost. The device can produce up to 20 percent in heating and cooling cost savings, according to KCP&L.

If you need assistance or advice regarding utility bill payments or energy conservation, KCP&L and Kansas Gas Service provide information by phone or online.

To contact KCP&L, either call 1-800-526-3348 or visit www.kcpl.com/connections.

For Kansas Gas Service, call 1-800-794-4780 or go to www.kansasgasservice.com and click on customer services.

Utility customers also can contact the United Way for help by calling 211 or (816) 474-5112.

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