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PY26 WHEAP Manual

Revised: August 2025 from residence. Landlords must issue a refund to the WHEAP recipient tenant for the amount of fuel remaining. If unable to locate the WHEAP recipient tenant, the landlord shall issue a refund to the Division. The landlord is not permitted to retain the fuel or debit the refund against a balance owed. When a recipient moves out of state, the funds shall be refunded to the Division. The funds belong to the WHEAP recipient and/or the Division.

8.7.2 Crisis Benefits 1. If a recipient retains the same supplier with an active account, the credit balance remains with the supplier until exhausted. 2. If the account becomes inactive, a reasonable effort must be made to contact the applicant and/or the local WHEAP agency to identify the new fuel provider and transfer the credit to the new supplier. 3. If a new fuel provider cannot be identified, the funds should be refunded to the Division. 4. If the customer/applicant cannot be located, the funds should be refunded to the Division. 5. If a customer moves out of state, the credit balance must be refunded to the Division. 6. If a credit balance remains for a deceased applicant and the account is closed, the balance must be refunded to the Division. 7. When a WHEAP recipient who uses deliverable fuel moves their household, and as a result the recipient has no direct relationship with a fuel supplier, a vendor must notify the landlord of the amount of remaining fuel in the tank of the WHEAP recipient tenant who has moved from residence. Landlords must issue a refund to the WHEAP recipient tenant for the amount of fuel remaining. If unable to locate the WHEAP recipient tenant, the landlord shall issue a refund to the Division. The landlord is not permitted to retain the fuel or debit the refund against a balance owed. When a recipient moves out of state, the funds shall be refunded to the Division. The funds belong to the WHEAP recipient and/or the Division.

8.8 Lost, Destroyed, or Stolen Benefit Checks Single Party Check No action can be taken on checks or benefits that were issued in a prior program year. If an applicant contacts the local agency and states they have not received a benefit check that was issued in the current program year, or that it was stolen or destroyed, the applicant must complete a Stop Payment Request. Requests are processed by the Division, and result in one of two actions: • If the check has been cashed, the Division informs the local agency to inform the applicant. • If the check has not been cashed, the Division mails a replacement check to the applicant after the local agency confirms the mailing address and adds a System Note that they have confirmed the customer’s mailing address.

A Stop Payment Request includes completing a WHEAP Affidavit of Lost, Destroyed or Stolen Benefits Form, and should be completed in the following scenarios: 1. An applicant states they have not received a check. Please note the following: a. The check must have been issued within the current program year.