Low Income Home Energy Assistance Program (LIHEAP) Frequently Asked Questions

What is ID.me?

ID.me is a federally certified credential service provider that assists government agencies, healthcare platforms, financial institutions and other businesses in verifying their users’ identities. If you would like more information on how to use ID.me, check out this ID.me Smartphone Help Guide video or visit help.id.me.

Please view our helpful guide to frequently asked questions about ID.me for setting up your ID.me account and completing the verification process.

May I use a paper application to apply for assistance?

Applications should be initiated and completed through the LIHEAP portal. This is the best and quickest way to receive assistance. All communications are sent via email, and you can track your application status through this portal.

If you are unable to sign up through ID.me, you can use a paper application to apply for assistance. You must still provide a valid photo identification as well as the documents requested on the application.

The links below will take you to the corresponding application in the document center which you can download and fax to the number listed on the application, the application can also be mailed to the P.O. Box listed on the application.

Low Income Home Energy Assistance Program

• LIHEAP Application - English (EAP-1002A)
• LIHEAP Application - Large Print - English (EAP-1002A-LP)
• LIHEAP Application - Spanish (EAP-1002A-S)
• LIHEAP Application - Large Print - Spanish (EAP-1002A-SLP)

How much can eligible applicants expect to receive in assistance?

Eligible households may receive up to $640 once per year. Additionally, applicants may receive up to $500 in supplemental benefits in applicable crisis situations.

Payments may be made to the utility company or the applicant directly (if the utility company or landlord cannot be paid directly).

What is Crisis Assistance?

A crisis is a situation that requires immediate intervention. Crisis Assistance is limited to 1 payment per 12 months. Regular LIHEAP benefits must be exhausted before a crisis payment can be applied. Crisis Assistance can be categorized as a Regular Crisis or a Life-Threatening Crisis.

A Regular Crisis occurs when an applicant meets one of the following conditions:

• Household has received a utility shut-off or delinquency notice.
• The Regular LIHEAP benefit payment does not pay the full amount of the applicant’s bill.
• The household has received an eviction notice (only when utilities are included in their rent)
• The household uses portable fuel or pre-pay utility service, and has 7 days or less of energy available

A Life-Threatening Crisis occurs when an applicant meets one of the following conditions:

• The termination of power or exposure to heat or cold would be dangerous to the health of a household member as evidenced by a statement from a licensed medical physician.
• Life supporting equipment used in the home is dependent on utility service for operation.

Crisis applications receive expedited processing. Eligible applicants can receive additional funds to resolve the crisis. Verification is required if requesting a Crisis Assistance payment.

Is the disconnection moratorium still in effect?

In April 2021, The Arizona Corporation Commission passed the final package of termination of services rules. The rules allow electric utilities to choose between two disconnection options during periods of extreme weather: if the forecasted temperature is above 95°F or below 32°F, or they can choose to continue utilizing the June 1 through October 15 disconnection moratorium period.

Who is eligible for this program?

Residential renters and owners. Renters have limited eligibility for Weatherization services.

How do I determine how many individuals are included in my household?

A household is any individual or group of individuals occupying the same housing unit, regardless of age and/or relationship to each other. Only eligible household members (US Citizens or Qualified Noncitizens) are considered as part of the household size.

What is included when determining my household income?

Countable income for purposes of determining eligibility for the LIHEAP include:

• Income from employment, including self-employment (includes wages, salaries, tips, etc.) as evidenced by a 1099 tax form or pay stubs
• Unearned income, including but not limited to Income from SSA benefits, alimony, child support, gambling profits, retirement income
• Income from Unemployment Insurance, including Pandemic Unemployment Assistance and Pandemic Unemployment Compensation
• All other consistent income received from other sources
• For a complete list of countable and uncountable income, please refer to section 1.9 of the Arizona LIHEAP State Plan.

Income from all household members who are 18 years or older, regardless of eligibility or citizenship status, is included in determining household income. Earned income of minor children is not considered as part of total annual household income.

If I receive SNAP Supplemental Nutrition Assistance or TANF Cash Assistance benefits, does that count toward my income for this program?

No.

Am I eligible if I or a member of my household has previously or is currently receiving other rental or utility assistance?

If you or a member of your household received or is currently receiving benefits from another utility assistance program for the same period and same purpose as requested in the LIHEAP application, you will not be eligible for benefits.

Additionally, if you are a tenant in federally subsidized housing and receive a utility credit or utility allowance which is greater than the cost of your monthly utility cost, you may not be eligible.

Can I receive benefits through the LIHEAP if my residence is on Tribal territory?

Yes, Applicants who reside on tribal land are eligible to apply for LIHEAP assistance if they have first applied through their Tribal Social Service office for assistance. If the applicant is denied or services are not offered, they may apply through the DES portal. Please submit an Applicant Statement of Tribal LIHEAP Denial with your application.

What documents are needed to apply for assistance?

Required documents include:

1. Proof of identity, which may include a clear and legible photo identification or other means of identification through id.me
2. Energy Utility bill for each utility company. Energy Utility bills must show the Energy Utility company's name, the account number, the account holder name, the service address, the amount due and the utility company's payment address.

   Please call your utility company to request a statement if you do not have one.

   For SRP customers:

   SRP Credit Customers

   • See SRP sample bill
   • To obtain a copy of your most recent bill, log in to MyAccount
   • If you cannot obtain a copy of your most recent bill, call SRP at (602) 236-8888 (English) or (602) 236-1111 (Spanish)

   SRP M-Power Customers

   • See M-Power Customer Report Example
   • To request an M-Power Customer Report call SRP at (602) 236-8888 (English) or (602) 236-1111 (Spanish)
   • A screenshot from your M-Power app does not meet the LIHEAP program needs; please contact SRP to request this report
3. Proof of income for all household members above the age of 18, which may include:
   
   • Most recent 30 calendar days’ worth of paystubs from the date of application
   • Social Security checks
   • Current Pension/Retirement Benefit letter
   • Unemployment Insurance statements
   • Current Annuity Payment letter
   • Statements from any other type of ongoing household income aside from TANF Cash Assistance or SNAP benefits
4. Energy Utility Termination Notice (if you have received a shut-off notice or delinquent notice from your energy company)
5. Statement showing Energy Utility allowance if you are living in subsidized housing, such as Section 8.

Which utilities are eligible for financial assistance under the Program?

Eligible utilities include:

• Electricity
• Gas
• Portable Fuel
• Water (for evaporative cooling from May 1st to October 31st).

Sewer and trash removal are NOT eligible for assistance. Telecommunication services, such as telephone, cable, and internet service costs are NOT eligible for assistance.

What file types can be uploaded?

PDF or JPEG files can be submitted. If a document is unclear, the agency will contact you to resubmit the information.

What happens if there are questions about my application?

The LIHEAP Specialist working on your application may need further information or income verification prior to determining eligibility. If this happens, the Specialist will send a request through the online portal or contact you by phone. If there is no response or income verification provided within 45 calendar days, the application will be closed. You can call our customer service line at 1-866 494-1981 to reopen your application.

Will I be notified if I am determined to be ineligible for assistance?

Yes. You will be notified by email if you are ineligible, and you may view the reason by logging into the portal.

Will I be notified if I am determined to be eligible for assistance?

Yes. You will be notified if you are eligible to receive assistance through the LIHEAP and will receive an email with confirmation a payment was made to the utility company.

What are the various application statuses I might see when applying for the portal?

How will I receive the assistance?

The assistance will be paid directly to your utility provider, who will receive a direct deposit into their bank account. You may be paid personally if your utility company or landlord cannot be paid directly.

Will I need to report any funds received from this program as income?

No. Any funds received under this program cannot be counted as income for the applicant’s tax reporting or for purposes of determining eligibility for any other public assistance programs.

How will my application information be used or shared?

Information provided on your application will be used for purposes of determining eligibility for utility assistance under the LIHEAP. Your sensitive information will be protected at all times. The rights of applicants participating in the Address Confidentiality Program (ACP) will be respected. Demographic information provided may be used for reporting purposes to the U.S. Department of Health & Human Services.

If my application is denied, can I appeal?

You can appeal by emailing, faxing, or mailing this Appeal Request - English or  Appeal Request - Spanish within 60 days of the decision.

What is a qualified non-citizen?

A “qualified alien” as defined by the Personal Responsibility and Work Opportunity Reconciliation Act of 1996 (Pub. L. 104-193, 8 U.S.C. § 1641(b), see also, Federal Register notice dated August 4, 1998 (63 FR 41657), who is not a citizen of the United States but is eligible for state and local public benefits programs based upon enumerated criteria. Qualified Non-citizens may fall into any of the following categories: Lawful/legal permanent residents; asylees; refugees; noncitizens paroled in the U.S. for at least one year; noncitizens whose deportations are being withheld; noncitizens granted conditional entry (prior to April 1, 1980), battered noncitizen spouses, battered noncitizen children, the noncitizen parents of battered children, and children of battered parents who fit certain criteria; Cuban/Haitian entrants; Compacts of Free Association citizens lawfully residing in the U.S.; or victims of a severe form of trafficking. More information on qualified non-citizen status is available here.