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PY26 WHEAP Manual

77 Revised: August 2025 If the applicant moves before the benefit has been paid, change the mailing address only (see Field #8, Mailing Address). If the applicant moves after the benefit has been paid, add HE+ System Notes.

If the residence address returns as a duplicate with a different case head during the same heating season, an HE+ System Note shall be added to demonstrate the questions asked to determine the validity of two paid cases at the same address in the same heating season (e.g., first applicant applied in October, second applicant applies in March and states that they moved in during February). DO NOT provide information to the applicant regarding any other applicants who have applied at the same address.

4.4.16 Field #10 Ownership Type: Own or Rent If the customer lives in a mobile home and owns the unit, indicate they are an owner even if they pay lot rent in a mobile home park.

Landlord and/or management company contact information is required for Weatherization referrals. For all rental situations, agencies shall enter the landlord or management company contact information into the HE+ System. The landlord’s or management company’s name, address, and phone number are required. Workers shall enter new landlord information or adopt the existing landlord information. If the existing landlord information is different from what was provided by the customer, workers must contact the HE+ Help Desk. If landlord or property management company information is not provided, the application should remain in “Pending” status until the customer provides the required information.

For applications with “Direct Pay Accounts,” workers shall not allow an application to deny if the customer does not provide landlord information within 30 days of the application date. Applications may need to be reinstated if denied incorrectly for not providing landlord information (see Section 7.3.2 for more information). Workers shall document in HE+ System Notes that the landlord or property management record was not added to the HE+ System because the applicant could not provide all three data elements (name, address, and phone number) and include any partial information provided.

For applications with “Rental payment includes energy in the monthly rent” and/or “Separate payment is made to the landlord…” workers are required to enter landlord or management company contact information. Customers are required to provide verification for the following payment methods, and the means of verification must be indicated in HE+ System Notes: • Rental payment includes energy in the monthly rent • Separate payment is made to the landlord, mobile home park owner • Do not pay

Verification may include, but is not limited to: • Observation of utility allowance on Form 50058 or Form 50059 • Observation of a lease or rental agreement • Verbal or written contact with the landlord