Customer Support

Safety in the Community

Our workers continue to ensure safe, reliable service

The challenges caused by the spread of COVID-19 mean we’re taking extra measures to keep our customers and employees safe.

The energy grid is an essential part of the nation’s critical infrastructure, so we continue to respond efficiently to outages if they occur, and we’re prioritizing other work to focus on the most critical projects.

As some parts of the economy begin to reopen, we are beginning to resume manual meter reading. While many electric and natural gas meters are read automatically, some require an in-person reading. For now, our meter readers will cautiously evaluate whether they can safely read meters that are indoors. If your meter is on the outside of your home or business, our crews will come by to read it. Please do not approach them so they can safely focus on their work. If you recently received an estimated bill, your statement will reflect the actual energy you have used when we are able to safely obtain a meter reading. Find resources to help with your bill here.

Here's what you can expect if you see Xcel Energy and contractor crews working in the field:

  • If you see a worker in the field, they are working on a critical project and have taken steps to ensure their health and safety while reducing everyone’s potential exposure to illness.
  • When interacting with customers and the public, our crews will practice social distancing to help keep all of us safe and healthy.
  • Some of the work we do requires crew members to be in yards. This work includes, for example, natural gas meter safety inspections and locating underground infrastructure. 
  • We ask that you do not approach our workers. This helps maintain social distance to keep everyone safe and lets our workers concentrate on their critical jobs.

In some cases, such as to relight appliance pilot lights if natural gas service is disrupted, a worker may need to enter your home or business.

Here’s what you can expect if an Xcel Energy employee or contractor needs to enter your home:

  • Any Xcel Energy worker who comes to your home is taking precautions, as recommended by the U.S. Centers for Disease Control and Prevention and the World Health Organization, to prevent the spread of COVID-19.
  • When the worker arrives, they will ask if anyone in your home is sick and ask them to remain in a separate part of the house while our employee is present.
  • To ensure everyone’s health and safety, employees will not shake hands and will maintain a social distance of at least six feet.
  • Our worker may wear personal protective gear, such as gloves, safety glasses or coveralls. They may also use disinfecting wipes and hand sanitizer.
  • All Xcel Energy employees and contractors carry company ID badges. We encourage you to ask them for identification before you provide them access into your home. 

If your power is out, let us know. If you have other questions or concerns, call us at 800.895.4999. In any emergency, always call 911.

How You Can Help

Call before you dig:

  • Please take extra caution when working outside on your home and yard projects and always call 811 to have utilities located before digging.
  • Even under normal circumstances, projects that include digging can be dangerous. A dig mistake could be an even bigger mistake now if someone gets hurt, or electric or natural gas service is interrupted to hospitals, critical services or homes.
  • Contacting 811 will route you to the correct state call center, and utilities will be dispatched to locate their buried lines for free.* Marking underground utility lines is an essential service in all the states we serve. Learn more about safe digging.

* Please know that utilities will not mark underground lines owned or installed by customers (such as lines to a barbecue grill, garage or pool). Contact a third-party contractor, such as a plumber or heating company.

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Energy Saving Tip

A programmable thermostat can help you save big on energy costs, adjusting the temperature when you're at work, at play, or asleep.

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Break Ground, Not the Law

Always call 811 before digging in your yard to avoid hitting buried gas or electric lines. Not only is it the safe thing to do, but it's the law.