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EAP Policy Manual FFY24 Chapter 2 Applications & Application Processing Page 15 Name on Energy Accounts The name on the household energy vendor account should match the name of a household member listed on the application. If the name on the household energy account is not a household member’s name, the Service Provider must get assurance the grant is going to intended recipients at the intended address. To get assurance follow this procedure 1. Contact household and ask why the account is not in a household members’ name. 2. Ask the household to get a household name on account. If there are barriers, assist the household to remove these barriers. 3. If unable to get the account in a household member’s name, verify the reason the household names do not match and ensure the account is for the address of the household (e.g., confirm with vendor or landlord). 4. If a match of the account address and the household address cannot be verified, deny the household for insufficient information. 5. Make notes in eHEAT. Handling Incomplete Applications Incomplete applications must be logged in as an application is received. Follow up is required with households whose applications are incomplete. Proactively consider the household's need for a mail application, appointment or home visit. After 30 days, deny incomplete applications for “Insufficient Information” in eHEAT so the households will receive a denial letter. Allow households that have received a denial based on an incomplete application to complete their applications by June 30. Reactivate the application when you receive the information. WAP-Only Applications Service Providers should follow the guidance below when processing an application for WAP- only services. Allow these households to complete their applications by September 30. Applications that arrive with complete information Follow this process for WAP-only applications with all information required to determine eligibility: 1. Log the application. 2. Check the WAP-only checkbox. 3. Process to terminal status. Applications with incomplete information Follow this process for WAP-only applications missing information required to determine eligibility: 1. Log the application, but do not make the application status incomplete in eHEAT. 2. Make additional information requests to the household outside of eHEAT. Information requests sent via eHEAT automatically trigger a status change to “Incomplete” and