As we move into the fall season, I wanted to take a moment to reflect on something powerful: the voices of the people we serve.
At the Fuel Fund of Maryland, we often talk about the importance of keeping households connected. Behind every application is a family, an older adult, a veteran, or an individual who has no power or is in receipt of a turn off notice from BGE. While utility assistance is often the immediate need, our mission has always been about providing stability, hope, and a pathway forward.
In FY 27, we launched a Customer Experience Survey to better understand the experiences of applicants who turn to the Fuel Fund for assistance. The feedback has been incredibly encouraging and serves as a reminder of why our work matters.
One of the most notable findings is that applicants are actively seeking help before reaching a crisis point. In fact, 89% of survey respondents reported contacting the Office of Home Energy Programs (OHEP – state utility assistance) before reaching out to Fuel Fund, while 70% contacted BGE first.
These numbers tell an important story. Households are not waiting until the last minute. Instead, they are exploring available resources, communicating with their utility providers, and taking proactive steps to maintain essential services. However, even after exhausting those options, many still face circumstances that place them at risk of disconnection.
This is where Fuel Fund continues to make a difference. We are often the safety net that helps BGE households stay connected when other resources have been exhausted or are simply not enough to meet the need. In other words, our financial assistance, through donor generosity, complements a larger network of support working together to strengthen households in the BGE service territory.
What touched me most were the comments from applicants expressing gratitude for the compassion and respect they received throughout the process. After all, having your power disconnected can be overwhelming, and asking for help is not always easy. Because of this, it is especially meaningful when applicants share that they felt supported and treated with dignity. One respondent shared:
“When you feel alone, there’s someone somewhere able and willing to assist. I’m beyond grateful for this organization.”
As we look ahead, the need for utility assistance remains significant. Energy costs continue to challenge many households, and many families are still working to achieve financial stability. Therefore, every donation, partnership, and referral helps ensure BGE households have access to the resources they need to stay safely connected.
Ultimately, these survey results are much more than numbers. They are a powerful reminder that Fuel Fund is making a meaningful difference in the lives of the people we serve. Furthermore, they reinforce that we are providing hope, stability and a path forward during difficult times.
Together, we are keeping households connected.
Debbie Brown
Executive Director
Fuel Fund of Maryland