For the past year, TEP has expanded outreach to help customers with their bills and energy needs.

Through our Neighbor-to-Neighbor program, our representatives visit community events, including food distributions, to talk directly with customers about bill assistance, energy savings and other offerings.

The outreach has paid off by helping customers secure more than $860,000 in bill assistance and energy-saving support as of mid-October. We’ve provided 3,096 discount enrollments, distributed 1,398 do-it-yourself weatherization kits, and further assisted customers with referrals to community agencies and other assistance programs.

Along the way, we’ve made personal connections and formed relationships that have made a significant impact. Find information about upcoming events and assistance programs on the Neighbor Connect page.

Here are some of the stories.

Lasting Relationship

When a customer began receiving calls from agencies offering to make repairs to her mobile home, she wasn’t sure who they were or whether the offers were legitimate. She knew who could help: Daniel Alanis, TEP’s Principal of Customer-Centric Research.

The two first met at a Neighbor-to-Neighbor event at the local mobile home park where she lives. The customer, who is visually impaired, shared concerns about her home, a broken cooler and the challenges of living on a fixed income. At the event, Daniel connected her with resources for home repairs, weatherization assistance and bill support. He encouraged her to stay in touch, providing his phone number. The connection enabled her to get no-cost repairs to her cooling system.

Eight months later, the customer called Daniel when she became confused about the repair assistance being offered. Daniel helped her navigate the process.

“He follows through with every single thing that he does for me,” the customer said. “He’s been such a great confidante and has been so helpful.”

The customer is also grateful for TEP as a business. “TEP is one of the best companies here in Tucson and I’m glad that I have TEP,” she said.

Unexpected Need for Help

A single mom felt embarrassed that she needed help, especially because she had spent most of her life supporting others.

During a recent government shutdown, her circumstances suddenly changed and she needed assistance. Her income was disrupted and her expenses were piling up. She was forced to make a difficult decision to take a title loan on her vehicle to keep up with her basic expenses.

Through the Neighbor-to-Neighbor program, TEP representatives were able to connect the customer with the Salvation Army, who set up an appointment with her for bill payment assistance. They also linked her with other resources that could assist her with rent, food, and other necessities.

Through this connection, the customer was offered some relief during a stressful time.

Help Restoring Power

At first, a TEP customer was hesitant to speak with the team at a Neighbor-to-Neighbor event.

He had been without power for months and had an outstanding balance, so he assumed he did not qualify for assistance. He was doubtful that TEP could help him.

Rather than jumping straight into account questions, TEP representatives took time to get to know him, finding common ground through conversation about topics like University of Arizona basketball. As the customer became more comfortable, he opened up about his situation and shared information that helped the team better understand his needs

They connected him with the Salvation Army for bill assistance and sent him to colleagues at TEP.  Within a week, the customer’s power was restored.