How do I apply for HEAP?
The first step is determining which HEAP program best fits your needs. Click here [insert link to HEAP landing page] to explore available programs, eligibility requirements, and application instructions.
Can I apply online or over the phone?
To apply for energy assistance services, a customer must go to energyhelp.ohio.gov to apply online or mail an application to Energy Services Programs, State of Ohio, P.O. Box 1240, Columbus, Ohio 44114.
Those interested in emergency energy assistance because of a disconnection notice or a need to have service restored will need an appointment in order to receive service. Phone appointments are available Monday through Friday from 8:00 a.m. to 4:00 p.m. You can make an appointment via phone at (216) 480-HEAP, or you can schedule online at https://stepforward.itfrontdesk.com.
Most appointment slots are secured very quickly. Due to the volume of requests for assistance, we encourage everyone who can't secure an appointment right away to keep trying.
A limited number of same-day, in-person appointments are available first-come, first-served at the following locations, Monday through Thursday, 8:00 am to 12:00 pm:
- 1801 Superior Avenue, Suite 400, Cleveland, OH 44114
- 2203 Superior Avenue, Cleveland, OH 44114
Customers should complete an online application at energyhelp.ohio.gov immediately upon securing an appointment. To reduce the length of an appointment or a determination of eligibility, the application should include all required documents. Customers need to have all necessary paperwork in hand to receive assistance at the time of appointment. If additional documentation is required, the intake worker will provide the customer with instructions on the next steps.
In compliance with our funding and in support of information security, the agency does not accept, respond tonot to, or process energy assistance applications emailed to us at any agency email address. Customers are reminded to not email personal financial information, as the information may cross unsecured networks.
What information is needed when applying for energy assistance?
Please read the PDF here for a complete list of required documents.
What should I do if I urgently need an appointment, but none are available?
Step Forward uses an automated scheduling system to offer appointments on a first-come, first-served basis, following State of Ohio program guidelines.
During seasonal crisis periods, new appointments become available on weekdays at 8:00 a.m. Additionally, appointments may become available throughout the day if cancellations occur.
A limited number of same-day, in-person appointments are also available first-come, first-served at the following locations, Monday to Thursday, 8:00 am to 12:00 pm:
- 1801 Superior Avenue, Suite 400, Cleveland, OH 44114
- 2203 Superior Avenue, Cleveland, OH 44114
Customers should complete an online application at energyhelp.ohio.gov immediately upon securing an appointment. To reduce the length of an appointment or a determination of eligibility, the application should include all required documents. Customers need to have all necessary paperwork in hand to receive assistance at the time of appointment. If additional documentation is required, the intake worker will provide the customer with instructions on the next steps.
Can I submit my HEAP documents by email?
Step Forward’s Energy Assistance Services now uses a documents-upon-request system for crisis appointment clients. Any previous HEAP document email addresses are no longer active.
Can I email Step Forward’s Energy Assistance Services team to make a service request or ask a general question?
We operate by appointment for service requests and are currently unable to accept general questions via email due to staffing limitations.
For general inquiries, please call (216) 480-HEAP (4327).
What should I do if I don’t have internet access and need to schedule a crisis appointment?
Internet access is not required. If you do not have internet, you can schedule an appointment by phone at (216) 480-HEAP (4327).
A limited number of same-day, in-person appointments are available first-come, first-served at the following locations, Monday through Thursday, 8:00 am to 12:00 pm:
- 1801 Superior Avenue, Suite 400, Cleveland, OH 44114
- 2203 Superior Avenue, Cleveland, OH 44114
Customers can complete an application on-site. To reduce the length of an appointment or a determination of eligibility, the application should include all required documents. Customers need to have all necessary paperwork in hand to receive assistance at the time of appointment. If additional documentation is required, the intake worker will provide the customer with instructions on the next steps.
Who can I contact for information about the HEAP application process?
For questions about the application process, contact the Ohio Department of Development (800) 282-0880. Additionally, you can request information by visiting their website at https://development.ohio.gov/help-center. When filling out the form, please select 'resident' for the service needed and 'Energy Assistance Programs (HEAP/PIPP)' for the sub-topic.
How is the state changing the login process for the Ohio Benefits and Energy Assistance portals, and how does it affect me?
The State of Ohio is updating the login process for several online services, including the Ohio Energy Assistance.
Effective 2025, the Ohio Benefits Self-Service Portal will require users to create an OH|ID - a secure, single sign-on used across Ohio state services.
In 2025, Ohio’s Energy Assistance Programs will also transition to OH|ID. When the time comes, you will be directed to sign in with OH|ID when accessing energyhelp.ohio.gov or Step Forward’s Energy Assistance Program pages.
To avoid delays in accessing your benefits, including those through the Home Energy Assistance Program, we encourage you to set up your OH|ID as soon as possible.