Important COVID-19 Information for KU customers

For Residential customers, disconnections will resume soon. 

  • If you are behind on payments, see the information below for COVID-19 payment arrangements available to avoid disconnection.  
    • Prior to being disconnected you can sign up for a payment arrangement that best fits your situation.
    • If you do not select a payment arrangement, your past-due balance will be automatically rolled into a 12-month payment plan one time and you will be sent a separate letter outlining the terms of that plan.
    • While on a payment plan, you must pay the current balance and the payment arrangement monthly installment amount by the due date to avoid disconnection.
    • If you receive a disconnection notice with the words “Disconnects Resuming” in red in the upper left-hand corner of the notice, you have until the final payment date listed on the notice to contact us before your service will be disconnected. 
  • New residential late fees are waived until December 31, 2020.

For Non-residential customers disconnections have resumed. 

  • If you are behind in payments, see the information below for COVID-19 payment arrangements available to avoid disconnection. 
    • While on a payment plan, you must pay the current balance and the payment arrangement monthly installment amount by the due date to avoid disconnection. 
    • If you receive a disconnection notice with the words “Disconnects Resuming” in red in the upper left-hand corner of the notice, you have until the final payment date listed on the notice to contact us before your service will be disconnected.
  • New late fees will be assessed starting December 1, 2020.

  • New payment arrangements are available for all customers who are behind on payments. New special COVID-19 payment arrangements allow you to pay the past-due amount in your choice of 6-month or 12-month installments. Each month, pay your current bill amount and the agreed-to monthly installment amount to keep your account in good standing until you have paid off the past-due balance. Signing up for these extended payment arrangements couldn’t be easier. If you receive a disconnection notice you may be eligible for a payment arrangement. Visit my.lge-ku.com or use our automated phone system to sign up.

Additional Help for Residential Customers

Other ways we can help

  • We are all spending more time at home than usual so here are some energy-saving tips that may help lower your energy use.
  • Providing a variety of ways for customers to manage and pay their bills.
  • Encouraging customers to keep paying what they’re able to avoid accumulating a large bill balance over time.
  • Offering customers an opportunity to pay all or a portion of a utility bill for a local business, non-profit organization, or loved one through Home Utility Gift (HUG) Certificates.

Business Office Changes

Health protocols have been put in place inside our Customer Service Centers for walk-in customer transactions.

Because we care about you, we are:

  • Complying with CDC guidelines and governors’ recommendations.
  • Encouraging practice of social distancing.
  • Using protective workstation barriers.
  • Washing our hands frequently.
  • Providing hand sanitizer stations.
  • Enhancing our cleaning, sanitizing and disinfecting.
  • Requiring employees to wear face coverings when appropriate.
Offices with a drive-through window

Drive-through windows are still open for customer transactions. Our representatives are taking extra precautions, like sanitizing their hands and surfaces.

We continue to encourage customers to conduct business with us online or by phone whenever possible.

Offices without a drive-through window

Customers can also continue to use the Payment Drop Boxes as a touch-free way to leave payments.
 

NOTE: Business office hours vary by location. Please check with your local office for their hours of operation.

Additional Help for Business Customers

  • The federal Paycheck Protection Program – part of the Coronavirus Aid, Relief and Economic Security, or CARES Act – helps small businesses make payroll, pay rent and cover utilities during the COVID-19 pandemic. Many businesses may already be approved for these funds, so remember that they can be used to pay your utilities.
  • More programs like this may soon be available, so please keep checking for other local city, state and national programs to assist your business during this crisis.
  • Many businesses in our community have closed and their employees have been impacted. We’re stepping up and joining forces with others by donating to COVID-19 community response funds to help those impacted by the virus.

LG&E and KU Foundation teams up for COVID-19 relief in Lexington.

A $5,000 donation to the Western Kentucky Alliance for a Vibrant Economy’s (WAVE) business relief fund.