Payment Assistance
Low Income and Special Needs Programs
Need help paying your bill? Learn about our services for payment assistance.
Bill Extender Plan
If you receive a fixed monthly income and your monthly check arrives after your
bill"s due date, you may be eligible to have 10 extra days to pay your service
bill. Call us at 1-800-443-1837 to see if you qualify.
Care & Share Energy Fund
Our signature charity helps individuals and families who are not qualified for
government energy assistance, or who have exhausted all other energy assistance
benefits.
Consumer Advocates Team
National Grid’s Consumer Advocates are here to assist customers experiencing
financial hardship by providing customized case management services, energy
education, advocacy and outreach.
Consumer Appeals
Team (pdf)
National Grid’s Consumer Appeals Team is available to assist our customers who
are experiencing financial hardship and who are unable to come to an acceptable
resolution with Collection Services.
Home Energy Assistance Program (HEAP)
This is a federally funded program to assist income-eligible families in paying
their energy bills.
Hospital and Customer Assistance Plan
This plan allows customers who are temporarily disabled, due to
hospitalization, to extend payment of their bill 30 days from the day it is
due. Contact us at 1-800-443-1837 to work out alternative arrangements.
Payment Agreement
The Payment Agreement is for eligible customers who have fallen behind on their
payments and cannot pay the bill in full. If you owe a past-due balance and are
unable to pay the entire amount, call us at 1-800-443-1837 weekdays between
8:00 a.m. and 8:00 p.m. or Saturdays, 8:00 a.m. to 1:00 p.m. We will be happy
to discuss your situation with you and try to find a way to help.
Third Party Notification
If you have a friend or relative who occasionally neglects
bills, we can help you help them with our Third Party Notification program. Any
customer can designate a relative, trusted friend or agency to be a caregiver
and receive copies of notices should the account become overdue. The caregiver
is in no way responsible for bill payment, but can alert the customer if there
is a problem. This service provides helpful protection during times of extended
absences from home or during illness. To sign up for this service, fill out the
Third Party Notification form on our
Billing and Payment Options brochure
(pdf) or call us at 1-800-870-1664.
Residential Rights & Responsibilities (pdf)
New York State Public Service Commission (PSC) rules and the Home Energy Fair
Practices Act (HEFPA) provide comprehensive protection for residential
customers of gas and electric utilities. HEFPA requires that consumer
protections be provided by both National Grid and non-utility energy service
providers (ESCOs).
Weatherization
These programs are designed to help households with limited income reduce
energy use and costs by improving their homes’ energy efficiency. For more
information, please visit
www.getenergysmart.org.*
Winter Hardship
Collection practices are modified, as required by each state regulator, to
provide additional protection to low income and at risk customers.
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