Page 191

EAP Policy Manual FFY24 Chapter 8 Benefit Payments and Refunds Page 7 • Household member information (add new member information and remove those who are no longer in the household.) • Address. • Housing type. • Fuel type. • Energy vendor name(s), account number(s), consumption. All consumption should be invalidated except for the current dwelling. • Add notes in eHEAT, including previous household number and date of change. • For payment and refund information, see Handling Payments and Refunds in eHEAT When a Household Moves. Household Members Die If a household member dies before the application is approved, the remaining household members may withdraw the application and reapply. If a household member dies after the application is approved, the remaining household members continue to be served according to their most recent notification letter. If all members of a household die, request a refund of remaining funds from the energy vendor and close the application. Household Moves within the Service Area When a household moves within the service area and has a new energy vendor, request a refund from the original energy vendor and pay the remaining benefit amount to the new energy vendor. When the household maintains the original energy vendor, the energy vendor changes the account number on the household account. Household Moves to a New Service Area When a household notifies a Service Provider the household is moving, proceed as follows: • Encourage the household to make immediate contact with the new Service Provider. Provide the household with contact information. • Using eHEAT, transfer the household application to the new Service Provider. • Request the household’s energy vendors immediately refund any EAP funds remaining on the household’s account unless the household will be a customer of the same energy vendor at the new residence. In the latter case, the energy vendor changes the household account number in eHEAT.