LG&E-KU, a major natural gas and electricity provider across the state, announced that it will close all 26 of its operating offices by the end of 2024, including its downtown Louisville office.
In a press release from the company in December, it said the decision to close all brick-and-mortar locations was due to fewer face-to-face transactions with customers who relied more on self-service such as LG&E apps, online accounts or robocalls. Since 2014, LG&E-KU door visits have dropped 42%, said Liz Pratt, LG&E-KU media relations manager.
“A number of factors influenced this decision, including a reduction in customer door visits, increased staffing challenges exacerbated by the pandemic, increased use by customers of our self-service channels available 24/7, and best-of-breed utility company The practice is moving away from the walk-in center model,” Pratt told The Courier-Journal.
There are approximately 70 employees in each office. Pratt said the company is working to find other opportunities for those employees.
Here is information about office closures:
When are LG&E offices closed?
Office closures are expected to be phased in, with seven KU offices scheduled to close on March 31. KU has a total of 25 business offices in the coverage area. Louisville has a business office at 820 West Broadway. LG&E has not announced a scheduled closure date.
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Where can I pay my LG&E bill in person?
All services provided in the business office are available 24 hours a day, 7 days a week in mobile apps and online accounts, Pratt said.
For customers who prefer to pay their gas and electric bills in person, payments are accepted at many authorized retail locations including Kroger, Family Dollar, Walmart and CVS. Customers can still mail payments for free.
“We expect to add more authorized retail payment locations in the coming months,” Pratt said.
How many customers does LG&E serve?
LG&E serves 333,000 natural gas customers and 429,000 electric customers in Louisville and 16 counties. KU serves 566,000 electric customers in 77 counties in Kentucky and five counties in Virginia.
“We have been a part of the Kentucky and Virginia communities for more than a century, and we are proud to continue to support the communities we serve,” Platt said. “While our business may be evolving, what hasn’t is our connection to our neighbors and local community.”
Contact reporter Olivia Evans at oevans@courier-journal.com or Twitter @oliviamevans_