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Home Energy Assistance Program at Step Forward


Assistance Programs


Assistance Programs

Effective March 31, 2024, Step Forward's Low Income Household Water Assistance Program (LIHWAP) is closed and no longer accepting applications.

Step Forward assists Cuyahoga County residents through six different utility assistance programs & services to help pay utility bills.

When this program is available

Beginning November 1st of any year and operating through the end of March of the next year, the Home Energy Assistance Winter Crisis Program helps income-eligible Greater Cleveland residents that are threatened with disconnection, have been disconnected, or have less than a 25 percent supply of bulk fuel in their tank maintain their utility service. This is a one-time benefit and is to be used in emergency situations when you are faced with disconnection. 

Who qualifies for Emergency Assistance

Emergency assistance is available for Greater Cleveland residents experiencing the following utility crisis conditions:

  • Services are already off

  • Services are in disconnect status

  • Need to establish new service

  • Need to transfer service

  • Have a PIPP default with disconnection


Appointments are available Monday through Friday from 8:00 a.m. until 4:00 p.m.

You can make an appointment by:

  1. Call (216) 350-8008 or

  2. Schedule online here. 

Please note that appointment scheduling is reserved for clients who meet one or more of the crisis conditions listed above. All other non-emergency applications are submitted online, by mail, or drop off at Step Forward's Home Energy Assistance Program located at 2203 Superior Avenue, Cleveland, Ohio 44114. 

All crisis appointments are conducted by phone. You do not need to visit an office.


Scheduled customers must submit all necessary paperwork at least 3 days in advance of their appointment. Customers can send the necessary documentation via email to

Crisis appointment holds will only be granted once per heating season to those who have not already taken advantage of the Winter Reconnect Order before scheduling. If you pay the $175 to a utility or split payment to both utility companies, they will not get another hold on their account by making a crisis appointment.

How to make an appointment 

Appointments are available Monday through Friday from 8:00 a.m. until 4:00 p.m.

You can make an appointment by:

  1. Call (216) 350-8008 or

  2. Schedule online here. 

HEAP's Winter Crisis Program will end March 31st. No new applications are accepted after March 31. For applications in process on or before March 31, all documentation for the Winter Crisis Program must be submitted to Step Forward's HEAP office by April 9, 2024. Documentation submitted after April 7th, 2024 is at risk of not being processed.

Do you have questions about your electric energy choices? The Consumer Advisory Hotline can help! 

Step Forward, in collaboration with CHN Housing Partners, operates the Consumer Advisory Hotline.


This is a FREE service!


Get reliable, unbiased answers to your questions about Ohio’s energy suppliers.


We can help you: 

  • Understand your energy costs 

  • Avoid scams 

  • Compare energy suppliers 

  • Understand Ohio’s green pricing options 


The call center is open Monday through Friday from 8 a.m. until 5 p.m. 

Call 1-844-378-8856 to reach a representative or send us an email at

​The Consumer Advisory Hotline is a program of Step Forward, formerly the Council for Economic Opportunities in Greater Cleveland, and CHN Housing Partners. 

Program Forms

Navigating the Home Energy Assistance Program application process is a crucial step towards securing the support you need for your energy expenses. To ensure a smooth processing experience, you may be asked to submit various forms relevant to your situation and program you're applying to.


Below, you'll find forms that our dedicated Energy Assistance Specialists may request you to complete during the application process. 

We understand the importance of a hassle-free experience, and providing accurate and complete information through these forms is instrumental in expediting your application.

How to Use:

  1. Download the Forms: Click on the respective form links to download the documents needed for your application.

  2. Complete the Forms: Fill out each form accurately and thoroughly. Providing precise information ensures a faster processing time.

  3. Submit the Forms: Once completed, please submit forms through the designated channel specified by your energy assistance specialist.

All utility assistance programs require annual income verification. 

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