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Where can we help you today?

We understand that the pandemic has impacted our customers in different ways and we want to help.

Here you will find information on bill payment options (including personalized payment plans) and how we are working to keep our employees – and you – safe. Plus, be sure to explore tips to help you save on your energy bill during the colder days ahead.

The Parker Mosley Act protects your service

We know that times are difficult right now, but there’s no need to worry about your energy service being disconnected. The Parker Mosley Act protects NY residential customers from having their service terminated due to nonpayment during the COVID-19 state of emergency, currently set to expire on December 3, 2020. After the state of emergency expires, NY residential customers who state/attest that they have experienced a change in financial circumstances due to the pandemic are also protected from having their service terminated through March 31, 2021 — and will be offered a deferred payment agreement with no late payment charges or penalties.

 

Answers to frequent questions

Are we still under a state of emergency?
Yes. The COVID-19 state of emergency has been extended to December 3, 2020 and could be extended further by Executive Order of the Governor. Even if the pandemic state of emergency is lifted, Parker Mosley protections continue until March 31, 2021.

Is Parker Mosley protection available now?
Yes. Simply call 1-800-930-5003 and claim that you have had a change in financial circumstances due to the pandemic and we will set up a no-down-payment deferred payment plan.

If I request the protection offered by Parker Mosely, will I still receive a bill?
Yes. You will still receive a bill every month.

Is it simple to set up a deferred payment plan?
Yes. Just call us at 1-800-930-5003 or visit More Time to Pay for payment options, or to spread out the balance you owe into more manageable monthly payments.

There is no retroactive interest or fees for non-payment during the pandemic, right?
Yes. Retroactive interest, nonpayment fees, and late payment charges will remain on hold until further notice.

I have an overdue balance. Will National Grid report my debt to a credit bureau?
No. Effective March 13, 2020, in response to the pandemic, collection agencies temporarily stopped reporting unpaid inactive (closed) National Grid customer accounts to credit bureaus. Effective October 1, 2020, normal collections and credit reporting have resumed.

Please be assured that, as our longstanding policy, National Grid will not report your active account — whether residential or nonresidential — to a credit bureau. We will refer inactive (closed) National Grid accounts with unpaid balances to a collection agency (not a credit bureau) to pursue payment, after a minimum of 23 days.

If the collection agency reports my debt to a credit bureau, will it impact my credit score?
Yes. Collection agency credit reporting will impact your credit score. To dispute the report, you will need to contact the credit bureau directly for resolution. Once an account is on record at a credit bureau, payments you make on the overdue balance are also reported. Your credit report will show either “Paid in Full” or the updated balance.

While we do not directly make credit reports, you can let us know if you notice an inaccurate derogatory report from one of our collection agencies. However, that there are very few valid reasons for removing a derogatory report from your file once it is reported. The two main reasons are:

  • You did not actually owe the debt reported; or
  • You were not receiving bills for the debt that we reported, and that implies that you were also not receiving collection letters warning you of reporting.

In general, it is a violation of federal law (Fair Credit Reporting Act) for us to retract accurate information from a credit file, just as it is a violation of the law for us to report inaccurate information.

Can I cancel my enrollment in the DirectPay or Recurring Payments program?
Yes. Just call customer service: 1-800-930-5003.

Is National Grid doing anything else to help during the pandemic?
Yes. We remain focused on providing solutions to customers who are suffering from the pandemic’s financial and personal impacts. We want to ensure our customers know we care, we’re in this together and we’re committed to helping.

On September 29, National Grid proposed up to $50 million in COVID-19 relief to support the company’s most economically vulnerable residential customers as well as businesses that are struggling because of the financial impact of the pandemic.

We’ll work with PSC staff and other parties to determine eligibility and program details. There will also be an opportunity for public input during the PSC comment period as the programs are being defined. More information will be available over the coming months.

Other immediate actions National Grid took at the onset of the pandemic to help customers include:

  • Donating nearly $1 million across New York to support hunger relief, human services agencies and others.
  • Pausing residential disconnections and fees, late payment charges and collections-related activities and offering flexible payment plans.
  • Launching extensive customer outreach through emails, letters, traditional and digital media, webinars, and calls to provide information on managing energy bills, offering flexible payment and billing options, and providing details on financial assistance and energy savings programs. We encourage customers who are struggling to pay their bills to contact us as soon as possible so that we can help.
  • Providing enhanced economic development support to New York businesses producing critical pandemic supplies.
  • Offering the expertise of our Consumer Advocates to provide crisis intervention support for customers, working closely with county Social Services and community assistance organizations.
  • Providing enhanced economic development support to New York businesses producing critical pandemic supplies.
Keeping you and our employees healthy

We are following strict procedures to help keep you and our employees safe from COVID-19, and we appreciate your cooperation in helping minimize the spread of the disease.

Stay Informed 
Please visit this page regularly for National Grid updates and rely on the Centers for Disease Control and Prevention website for the latest pandemic safety information.

 

Answers to frequent questions

Do all employees follow CDC recommendations?
Yes. Our employees are required to strictly follow CDC recommendations intended to protect themselves and our customers from COVID-19.

If service providers need to enter our home, do you have special procedures?
Yes. When visiting your home, our field employees will:

  • Decline to shake hands
  • Wear disposable gloves to prevent contact with possible contaminated surfaces.
  • Ask every person to remain at least 6 feet away at all times.
  • Ask that anyone on your premises who is or may be ill to remain in a separate room.

 

Are your field workers taking any other special COVID-19 precautions?
Yes.
We have implemented measures that include:

  • Washing hands and using sanitizer
  • Avoiding touching mouth, nose and eyes
  • Keeping a safe distance from anyone self-quarantined or sick
  • Staying home if they are sick

 

Do you have special rules in place to help protect other employees?
Yes.
These practices support the health of all our employees:

  • Limit meetings with external visitors
  • Restrict travel except for critical activities
  • Stop all international business-related travel
  • Increase the level of cleaning and disinfecting at all our facilities

 

Are there any special precautions I should take?
Yes.
If you are quarantined or sick when you call for service, please tell us in advance. We have special procedures so we can continue providing essential services even though you may be ill.

 

Hurricane and Severe Weather Safety during COVID-19

It is particularly important to plan during the COVID-19 pandemic for severe weather and for hurricane season, June 1 — November 30. Have plenty of masks available and ensure you’re prepared with an evacuation plan that includes ways to maintain physical distancing to protect yourself and others.

These helpful links provide detailed information and special COVID-19 pandemic instructions for keeping yourself safe during severe weather:

We’re providing as much service as we can during COVID-19

Our first priority is providing safe and reliable energy. If you need service, our crews and contractors maintain social distancing and wear protective equipment.

 

Answers to frequent questions

Is National Grid ready for the impact of the illness and the shortage of materials it can cause to operations?
Yes.
We have comprehensive emergency response plans to keep the lights on and the gas flowing.

Will National Grid crews be working in the field during the pandemic?
Yes.
It is absolutely critical that we maintain the reliability of our energy infrastructure. We will follow strict health and safety guidelines as we continue projects that are essential to maintaining safe, reliable energy for the region.

Are some services not affected by the pandemic?
Yes. Services that remain unaffected include:

  • Emergency response for outages, downed power lines and gas leaks. If you smell gas, please leave the area immediately and call us from a safe location.
  • Regular electricity and gas service will continue, and we do not anticipate any service disruption.
  • Customer-requested service such as turning on or off gas and electricity when you move and installing or relocating gas and electricity services and meters.
  • Regular billing and payments will continue, and we encourage you to manage your National Grid accounts online.
  • Payment assistance is available for customers who are struggling to pay their National Grid bill. Contact us immediately if you need assistance.

 

Are some services you provide on hold?
Yes.
Non-emergency work that requires us to enter your home or business such as service transfers, upgrades, and meter reads, and exchanges will only be performed with your permission or request.

Is National Grid prepared for events like these?
Yes.
We plan for events such as storms and other natural disasters; cyber and physical attacks; and “high absenteeism” events like a health emergency or pandemic.

Make your home more comfortable and energy costs more affordable

A more energy-efficient home and a few simple energy-saving tips can lower your gas bills and make you more comfortable during these difficult times.

 

Answers to frequent questions

Do you have ideas for saving energy that I can do immediately without making any investments?
Yes.
There are several simple ways to save that you can do today:

  • Lower your water heater setting to 120°
  • Turn off lights, appliances, TVs, stereos and computers when they’re not being used
  • Dry only full loads of laundry and remember to clean the lint filter after every load
  • Turn on your dishwasher’s energy-saver switch to use less hot water
  • See more Ways to Save

Is there a way I can learn more about saving energy in my home?
Yes. You can take a no-cost, 5-minute online home energy survey, and receive custom energy savings recommendations for your home. See New York Energy Assessment

Protect yourself from scams

Scams are on the rise. Beware of unsolicited callers claiming to be National Grid who attempt to collect past due balances, offer extraordinary savings on your bill, or threaten to disconnect your service.

Company Communications

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