Frequently Asked Questions

Have a question for Appalachian Power? Choose one of the topics below to view our FAQs.

Home Performance Program

What is the Home Performance Program?

The Home Performance (HP) Program is designed to identify opportunities for immediate and longer-term energy and cost savings in your home. Under the HP program, an Energy Advisor will visit your home and provide, at no cost to you, a Home Energy Assessment (HEA). While there, the Energy Advisor also will install free energy savings measures, such as LED light bulbs and low-flow shower heads. After this assessment, you will receive the HEA report providing information about your home, energy saving tips, and recommendations for additional savings—savings that can be achieved through Appalachian Power HP rebate opportunities.

Who is eligible for the Home Performance Program?

The Home Performance program is available to residential properties served by Appalachian Power its Virginia service territory. This includes single-family homes, mobile homes, condominiums, townhomes, and duplexes. Non-owner-occupied homes, where the electrical service is in the occupant’s name and with a signed agreement to participate from the owner, are also eligible.

Apartments and commercial customers are not eligible.

Homes with both electric and gas heating or appliances can receive an assessment but may only qualify for rebates for select additional measures (outside of those installed with the HEA).

Do I qualify for a Home Energy Assessment and the free measures and rebates if I buy my electricity from a supplier other than Appalachian Power?

No, to qualify for the Home Performance Program, you must be an individually metered residential customer of Appalachian Power with an active account in Virginia.

I am a commercial customer. Can I get an upgrade of my HVAC equipment?

The Home Performance Program is open to residential customers only. You may be eligible to participate in the Small Business Direct Install or Business Energy Solutions programs. Please contact a Customer Service Representative at 1-833-402-2221 for more information.

What is an energy assessment?

An energy assessment, also known as a home energy audit, can help you understand the whole picture of your home's energy use, comfort, and safety. An energy assessment can help you understand how much energy your home uses and evaluate what steps you can take to improve efficiency. Under Appalachian Power’s Home Performance program, a professionally trained Energy Advisor will come to your home and gather information on the current condition of the home, air conditioning and heating systems, appliances and how you use energy in the home. All information will be analyzed and presented to you at the time of the assessment.

Why would I want to do a Home Energy Assessment?

A home energy assessment is a great first step to making energy-saving improvements in your home. This assessment will determine where your home is inefficient and how to prioritize problem areas and fixes that will improve the comfort of your home, while saving energy and money in the process. In addition to the free energy savings measures installed during this visit, you also may qualify for rebates for more expensive measures, such as insulating your attic, if you use a contractor within our network.

Is a Home Energy Assessment worth it?

Yes, this assessment is provided at no cost to you and will identify and address making the home more efficient overall. Did you know that heating and cooling can make up approximately 40% of your electric bill? For every air or duct leak you seal, you keep the warm or cold air produced inside your home from leaking to the outside, saving you money in heating and cooling bills and improving your comfort level.

How do I sign up for a Home Energy Assessment?

Customers can sign up by clicking here or by calling our call center at 833-402-2221 and speaking with a customer service representative.

What can I expect from a Home Energy Assessment?

The Home Performance Energy Advisor will review the history of your home, such as age, construction type, square footage, and evaluation of systems and appliances.

The Advisor also will conduct a visual assessment, which may include going into the attic and examining dark corners of your roof and basement carefully. They will use the buildup of moisture as a measuring stick — if there’s condensation on the inside of your house, chances are you’ve got an energy leak.

The Advisor also will check your insulation, which may reveal weaknesses in the barrier and, in some cases, a lack of insulation altogether. An inspection of your heating and/or cooling systems will be performed to determine whether duct cleaning or tune-ups are needed.

Throughout most of this time you will be very much involved and are encouraged to accompany the advisor as your home is inspected top to bottom. This allows you to bring problems to the attention of the Advisor and allows the Advisor to identify concerns as they proceed.

Following the thorough walk-through and installation of energy savings measures, the Advisor will sit down with you and review the findings. You will receive a Home Energy Assessment (HEA) report and most importantly, you will have recommendations on how to

What will the Home Performance Energy Advisor assess as part of the Home Energy Assessment?

The Home Performance Energy Advisor will assess attic insulation, duct systems, air sealing, wall insulation, lighting, heating and cooling systems, appliances and electronics, water heating, refrigerator and windows and doors.

Appalachian Power wants to make you aware of how much energy is being wasted in your home, and what you can do to reduce your energy consumption.

A Home Energy Assessment takes stock of the energy consumption in your home. It’s one of the first steps you can take to understand your home’s energy usage, airflow and the functionality and efficiency of your heating and cooling systems. The Home Performance Energy Advisor will also take photos of the key areas of your home to document any needed energy improvements.

Where will the Energy Advisor need access to during the Home Energy Assessment?

The Home Performance Energy Advisor will need access to every room in the home (excluding closets, unless there is a hole in the closet wall allowing outside air to infiltrate into the interior of the home), the exterior of the home, the attic, and the basement and/or crawlspace.

The Advisor will also take photos of the key areas of your home to document any needed energy improvements.

What do homeowners need to do to prepare for a Home Energy Assessment?

The homeowner will need to relocate items that may prohibit access to the areas listed above. We also ask that all pets are restrained for their safety, as well as the safety of the Energy Advisor.

How long will the Home Energy Assessment take?

The Home Energy Assessment should take between one and a half to two hours for the average home.

Who conducts the Home Energy Assessment?

Appalachian Power has qualified Energy Advisors who will conduct the Home Energy Assessments (HEAs) and perform the installation of appropriate energy efficiency measures at no charge.

I will not be available for the visit. Can someone else be there instead?

Yes, but the agreement to participate must be signed by you when you apply online. Your designee must be present during the duration of the Home Energy Assessment.

Are there any charges (or hidden charges) involved with the Home Energy Assessment?

No, the Home Energy Assessment, along with the instant savings measures, are free of charge to eligible Appalachian Power customers.

Will the improvements be made the same day as my Home Energy Assessment?

Yes, the Home Performance Energy Advisor will install energy saving measures, such as LED light bulbs and faucet aerators, during this in-home assessment. Recommendations for more extensive follow-up energy conservation measures, if you choose to do them, can be scheduled by you with an approved Appalachian Power contractor.

What is the Home Energy Assessment Report?

The Home Energy Assessment Report provides the details of the Home Energy Assessment, details immediate savings opportunities, as well as recommended opportunities for greater savings. The report includes details of the areas evaluated and a recommended list of what to do to make an individual home as energy efficient as possible.

When will I receive my Home Energy Assessment (HEA) report?

The Home Performance Energy Advisor will review the report with you immediately after the in-home Home Energy Assessment is completed.

I heard the program is free but there are references to rebates. Is it not free?

The Home Energy Assessment (HEA) is free, as is the installation of various measures such as LED light bulbs, low flow shower heads, pipe insulation, and hot water tank wraps for electric hot water heaters. The HEA report will identify other opportunities to save energy, including adding attic insulation or installing a ductless mini-split heat pump. Appalachian Power offers rebates for these measures to reduce the overall cost to the customer.

Do the rebates for the additional measures go to the contractor or the customer?

The rebate is paid directly to the customer.

How do I apply for a rebate?

The Program contractor who installed the measure(s) will submit for the rebate(s) on your behalf. To initiate a Home Energy Assessment, click here or call 1-833-402-2221 to speak with a Customer Service Representative.

Can a landlord who owns several homes enroll more than one home in the Home Performance Program?

Yes, if each home qualifies, and both the landlord and tenant sign the Agreement to Participate.

Can I use any contractor or only a participating contractor in the Home Performance Program?

No, the Home Performance program requires the work to be completed by a contractor who has provided the necessary documentation and registered with the Program. Appalachian Power has built a Quality Contractor Network for customers to identify potential contractors who can perform work eligible for rebates.

Can I install any measures qualifying for a rebate?

No, self-installed measures are not eligible for rebates in the Home Performance Program. All installations must be conducted by a participating Home Performance Program contractor.

I just purchased a home, and the previous owner may have participated already. Can I still participate?

Yes. Participation is defined by the account number.

To initiate the Home Energy Assessment, click here or call 1-833-402-2221 to speak with a Customer Service Representative.

Where can I find the list of qualified measures available for rebates?

Appalachian Power Virginia Home Performance Program Customer Rebates

Bring Your Own Thermostat (BYOT)

How does the Bring Your Own Thermostat (BYOT) program work?

When you enroll in the BYOT Program, Appalachian Power will automatically adjust the thermostat's temperature by a few degrees on peak days when energy consumption is high, usually on the hottest days of summer. 

Air conditioners typically run for a certain amount of time "on" and then shut "off“ when the desired temperature is met. During an event, the BYOT Program shortens the number of minutes your air conditioner is "on,” resulting in energy savings for you.

There is a maximum of 25 non-emergency events in a summer season. Events can occur Monday through Friday between noon and 8 p.m. (no events will take place on weekends or holidays). The average event lasts approximately two hours.

How do I enroll in Appalachian Power’s BYOT Program?

Cliick here to enroll. Please note, after creating your enrollment profile you will be taken to your thermostat manufacturer’s mobile site where you will need your username and password to complete your enrollment.

Customers who enroll in the program will receive a one-time enrollment incentive of $50 and a check for up to $25 at the end of each summer season ($5 per month for each month enrolled from May to September).

What are the qualifications for this program?

You must be a current Appalachian Power customer in Virginia, and have a qualifying Wi-Fi enabled smart thermostat installed at your address.

What is in it for me?

A smart thermostat can reduce your heating and cooling costs by up to $70 a year. Smart features allow you to control your thermostat from your phone or with voice commands. Your participation will also help create a more reliable, affordable and sustainable energy system.

What do I receive for participating?

Appalachian Power is offering a $50 enrollment bonus to customers for enrolling in the BYOT program. In addition, participating customers will receive $5 per month (May through September) for each central cooling unit enrolled, up to $25 per year.

What if I do not like the program? Can I unenroll?

You may unenroll at any time by contacting us at 888-261-4567. Your participation is completely voluntary.

What is the difference between an “emergency” and “non-emergency” event?

Emergency Event: When regional demand for electricity is close to surpassing regional supply, Appalachian Power is required to activate an event. Program participants may not opt out of an emergency event.

Non-Emergency Event: When local demand for electricity is very high, yet demand may not be close to surpassing regional supply, Appalachian Power may activate an event. Program participants may choose to opt out of a limited number of non-emergency events.

How many times can a customer opt out of an event?

Participation in events is necessary to maximize the positive impact of the program. However, we understand that customers may need to occasionally opt out of an event. The customer is always in control of their thermostat and can opt out of an individual event by manually adjusting the temperature on the thermostat. Customers can opt out of up to five (5) events without impacting their summer reward credits. Opting out of events beyond this may reduce the amount of the end of season reward.

Are the events mandatory?

No. You can opt out of any non-emergency event simply by adjusting your thermostat or by using any smart device you have paired with it. However, your rewards check may be impacted if you choose to opt out of more than 5 events per year.

What if my home becomes uncomfortable?

Potential temperature changes during events depend on a variety of factors, including the temperature outside and your home's insulation. The customer is always in control of the thermostat and can opt out of an individual event by manually adjusting the temperature on the thermostat. Program participants may opt out of a limited number of events per year by calling 888-261-4567 or by adjusting the thermostat’s set point. Your system will then automatically resume normal operation.

If you are interested in improving the efficiency and comfort of your home, schedule a free energy assessment from Appalachian Power’s Home Performance Program to learn how to maximize your home’s efficiency. Click here or call 888-261-4567 for more information.

When will I receive the enrollment bonus and annual participation reward?

You will receive your $50 enrollment bonus check shortly after you successfully enroll your qualifying device. You will receive your participation reward when the event season concludes at the end of September. Your reward check may be prorated for participation based on enrollment date and opt out occurrences.

What other energy efficiency programs might I qualify for?

Appalachian Power offers several ways to save through our energy efficiency programs. If you are interested in improving the energy efficiency and comfort level of your home, schedule a free energy assessment from Appalachian Power’s Home Performance Program to learn how to maximize your home’s efficiency.

Have additional questions? Ready to enroll?

Click here or call us at 888-261-4567 for more information. 

 

Small Business Direct Install

How can I learn more about the Small Business Direct Install (SBDI) Program?

To find out more reach out to a program representative by calling 1-833-402-2221 or emailing TakeChargeSavings@trccompanies.com.

What is the Small Business Direction Install Program?

The SBDI program provides targeted, cost-effective energy efficiency measures to small business customers and encourages owners to consider installing additional energy efficiency measures with rebates from Appalachian Power.

Small Business customers participate in the Quick Energy Check-Up (QEC) to identify energy and cost saving opportunities. The QEC and select measures are provided at no cost to the customer.

Can I work with any contractor to install qualifying Small Business Direct Install measures?

No, the Small Business Direct Install program requires the work to be completed by a Trade Ally who has provided the necessary documentation and has registered with the Program. The list of approved Trade Allies is located on the Appalachian Power Trade Ally Network.

If your Trade Ally is interested in joining the network, have them contact the program at 1-833-402-2221 or TakeChargeSavings@trccompanies.com.

Low Income Weatherization

What is Low Income Weatherization Program?

The Low Income Weatherization Program provides weatherization products and services to residential customers in need to help reduce their energy bills and improve their homes’ comfort. Appalachian Power provides funding for this program to help supplement the state and federal income qualified weatherization programs.

Who is Community Housing Partners?

Building on a long-standing tradition of environmental, economic and social responsibility, Community Housing Partners (CHP) Energy Solutions is a 501(c)(3) nonprofit that works with private and public partners to develop and preserve award-winning homes and neighborhoods. Together with partners, they revitalize communities, foster stability for residents and promote a healthier planet for future generations.

They deliver a wide range of services, including real estate development, construction, energy services and training, asset management, property management, realty and homeownership and comprehensive resident services.

How do I apply?

Click here to apply for this program. 

What is the relationship between Community Housing Partners and Appalachian Power?

Community Housing Partners (CHP) serves as Appalachian Power’s implementation vendor and primary contractor for their Virginia income-qualifying weatherization programs. CHP and Appalachian Power’s partnership took shape in 2014 while piloting a multifamily weatherization project in Pearisburg, VA. In 2015, CHP began implementing Appalachian Power’s Virginia Low-Income Single-Family Weatherization Program, coordinating with eleven weatherization providers operating in Appalachian Power’s Virginia service territory which has continued to this date. Using the same effective strategy, in 2021, CHP began implementing Appalachian Power’s Virginia Low-Income Multifamily Weatherization Program.

When will someone from Community Housing Partners respond to my application?

Community Housing Partners will respond to your application within a few weeks.

What is the difference between a single family and multifamily home?

The main difference between single family and multifamily homes is the number of residences they contain. Single-family homes have just one dwelling unit, whereas multifamily properties have multiple units. 

You may hear multifamily homes called duplexes, triplexes, or quadplexes, which refers to the number of units they contain. Each unit within a multifamily home has its own kitchen, bathroom, utility meter, address and entrance. This enables the families that reside there to live separately, even though they share common walls and a roof. 

Although multifamily homes have several units, one person usually owns the entire property.

Is it required to be an Appalachian Power customer to apply for this program?

Yes, you must be an Appalachian Power customer to qualify for this program.

What energy upgrades may be performed on my home?

Eligible upgrades may include energy efficient lighting, electric water heating measures, HVAC repair, replacement and/or maintenance, insulation and air sealing and health and safety upgrades.

Can you replace my heating/cooling system?

Eligible upgrades may include HVAC repair, replacement and/or maintenance should it be determined necessary during the inspection and audit.

Low Income Multifamily Program

What is the Low Income Multifamily Program?

The Low Income Multifamily Program reduces energy consumption by educating residential customers about the energy — and money — saving benefits associated with energy efficiency in the home. The program targets opportunities that are proven to save energy, reduce consumption and protect the health and safety of occupants while helping to lower their electric bills.

What is considered a multifamily home?

A multifamily home is any residential property that contains more than one housing unit, such as a duplex, a townhome or an apartment complex.

What is the difference between a multifamily and single family home?

The main difference between single family and multifamily homes is the number of residences they contain. Single-family homes have just one dwelling unit, whereas multifamily properties have multiple units. 

You may hear multifamily homes called duplexes, triplexes, or quadplexes, which refers to the number of units they contain. Each unit within a multifamily home has its own kitchen, bathroom, utility meter, address and entrance. This enables the families that reside there to live separately, even though they share common walls and a roof. 

Although multifamily homes have several units, one person usually owns the entire property.

Do I qualify for the multifamily program?

A minimum of 66% (50% for any buildings under 5 units) of the dwelling units in the building should be occupied by a family unit whose household annual income does not exceed 80% of the Virginia State Median Income. Click here to view income limits by size of family unit.

How do I apply?

Click here to apply for this program. 

Who is Community Housing Partners?

Building on a long-standing tradition of environmental, economic and social responsibility, Community Housing Partners (CHP) Energy Solutions is a 501(c)(3) nonprofit that works with private and public partners to develop and preserve award-winning homes and neighborhoods. Together with partners, they revitalize communities, foster stability for residents and promote a healthier planet for future generations.

They deliver a wide range of services, including real estate development, construction, energy services and training, asset management, property management, realty and homeownership and comprehensive resident services.

What is the relationship between Community Housing Partners and Appalachian Power?

Community Housing Partners (CHP) serves as Appalachian Power’s implementation vendor and primary contractor for their Virginia income-qualifying weatherization programs. CHP and Appalachian Power’s partnership took shape in 2014 while piloting a multifamily weatherization project in Pearisburg, VA. In 2015, CHP began implementing Appalachian Power’s Virginia Low-Income Single-Family Weatherization Program, coordinating with eleven weatherization providers operating in Appalachian Power’s Virginia service territory which has continued to this date. Using the same effective strategy, in 2021, CHP began implementing Appalachian Power’s Virginia Low-Income Multifamily Weatherization Program.

When will someone from Community Housing Partners respond to my application?

Community Housing Partners will respond to your application within a few weeks. 

Is there an occupancy limit per household?

A minimum of 66% (50% for any buildings under 5 units) of the dwelling units in the building should be occupied by a family unit whose household annual income does not exceed 80% of the Virginia State Median Income.

What are the income limits?

You can view the income limits by size of family unit here. 

Is it required to be an Appalachian Power customer to apply for this program?

Yes, it is required to be an Appalachian Power customer to apply for the Low Income Multifamily Program. 

What energy upgrades may be performed on my home?

Eligible upgrades may include energy efficient lighting, electric water heating measures, HVAC repair, replacement and/or maintenance, insulation and air sealing and health and safety upgrades.

Can you replace my heating/cooling system?

Eligible upgrades may include HVAC repair, replacement and/or maintenance should it be determined necessary during the inspection and audit.

Business Energy Solutions Program

Is the Business Energy Solutions (BES) a new program?

No, it just has a new name. The BES program consolidates the two programs previously known as Business Lighting and Business Non-Lighting. Measures and incentives for 2022 have changed. Click here for the full list.

How can I learn more about the Business Energy Solutions (BES) Program?

If you are interested in participating as a Business Customer and want to learn more or if you are a contractor interested in participating as a Trade Ally, please contact a Program Representative at 1- 833-402-2221 or send us an email at TakeChargeSavings@trccompanies.com.

Can I apply for incentives if I recently made energy efficiency upgrades?

Yes, if the upgrades meet program requirements and the incentives total less than $3,000 then you have a 30-day window following installation in which to submit your application.

Efficient Products Program - Appliances

Do you have a rebate for a heat pump furnace?

You may be eligible for a heat pump furnace rebate. You can qualify for up to $300 on a Ductless Mini-Split Heat Pump displacement or replacement.

What is the status of my rebate?

Please allow up to eight (8) weeks for rebate processing. If you have not received your rebate in that time frame, please call 1-888-261-4567.

Does my home appliance qualify for a rebate?

You can view all available rebates by visiting TakeCharge VA | Efficient Products Program - Appliances.

My bill seems to be higher this month, how can you lower my electric bill?

Please contact the Appalachian Power Call Center 1-800-956-4237.

How do I find the rebate form online?

You can submit a rebate by clicking here.

How do I apply for a rebate?

The fastest way to apply for a rebate is to click here. You can input your information and upload a copy of your receipt. Once your rebate is approved a check will be sent to you within eight (8) weeks.

I purchased my appliance last year, do I still qualify for a rebate?

Unfortunately, the program guidelines state that purchases must be between 01/01/2022 and 12/31/2026 and rebate submitted within 45 days of purchase or by January 15th of the following year, whichever comes first.

My receipt says my name, but the bill is in (another family member’s) name, do I still qualify?

Yes. Just be sure to fill out the rebate form in its entirety, including the account number and all model information such as number and purchase date.

Efficient Products Program - Instant Discounts

How does the Appalachian Power’s TakeCharge Efficient Products Program work?

Customers can receive instant, in-store discounts on ENERGY STAR® certified lighting products from participating retailers across Virginia. Appalachian Power customer can also take part in the appliance rebate program. Please visit TakeCharge VA | Efficient Products Program - Appliances.

How much are the discounts on lighting?

Discounts depends on the lighting product and the retailer, typically a standard LED bulb discount is $1.00 per bulb. For specialty bulbs, such as candelabras and flood light customer can receive up to $2.00 per bulb.

Which retailers offer lighting discounts?

Click here to  find a full list of retailers.

Can’t Find What You’re Looking For?

If you need more information or have questions about TakeCharge’s programs and rebates, please reach out.

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