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As conditions evolve, we are taking precautionary actions to mitigate exposure and reduce the impact of the novel coronavirus (COVID-19) on our customers and employees. We remain committed to providing safe and reliable service to our customers, and we are doing our part to protect the communities where we live and serve.
To learn more, and stay updated on National Grid’s efforts, visit our dedicated page: ngrid.com/covid-19.
As conditions evolve, we are taking precautionary actions to mitigate exposure and reduce the impact of the COVID-19 on our customers and employees. We remain committed to providing safe and reliable service, and we are doing our part to protect the communities where we live and serve. We are closely monitoring the situation with local, state and federal health agencies, as well as monitoring and reinforcing guidance from the Centers for Disease Control and Prevention (CDC).
Ensuring the health and safety of our employees and customers is our number one priority.
We appreciate your patience during this time and ask you to visit this page regularly for National Grid updates.
To help us communicate more quickly with you, please ensure your email address is up-to-date and that you are enrolled in an online account. To enroll, you will need your account number – which can be found on your printed bill. Visit ngrid.com/account to update your email address or create an online account for the first time
We also encourage you to stay safe and informed by visiting the CDC (Centers for Disease Control and Prevention) website.
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We have implemented additional steps to protect customers and employees during the COVID-19 pandemic while continuing to ensure the safe, reliable delivery of electricity and natural gas. Our employees are delivering essential customer services, while temporarily suspending non-essential work that requires access to customers’ homes or businesses.
When inside a customer premise, our employees will:
We recognize that this unprecedented situation may result in financial difficulty and you may be worried about your National Grid bill. We hope to alleviate your concerns about your electricity and natural gas service during this time.
As a result, National Grid is temporarily suspending collections-related activities, including service disconnections and penalties for late payments, to lessen any financial hardship the COVID-19 pandemic may have on our customers. These policies are effective immediately and will be in place through the end of April. We will evaluate their continued need at that time. Please note that regular billing will continue for all customers.
To conveniently manage your account, you can do so online and avoid longer than usual wait times in the call center. You can also continue to pay your bill or find assistance through a variety of online tools. Please visit ngrid.com/billpay to explore convenient options including:
To help us communicate more quickly with you, please ensure your email address is up-to-date and that you are enrolled in an online account. To enroll, you will need your account number – which can be found on your printed bill. Visit ngrid.com/account to update your email address or create an online account for the first time.
Scams related to the COVID-19 outbreak are on the rise. Imposters claiming to be National Grid employees may contact you to collect past due balances, even promising a savings on your next bill or threatening to disconnect your service. National Grid never demands direct payment through the use of a prepaid debit card and never accepts payment through these cards. For additional tips on how to protect yourself against utility scams, click here.
Our field employees are required to strictly follow CDC recommendations intended to protect themselves and our customers from Coronavirus (COVID-19).
When visiting your home or business, our field employees WILL:
If someone in your home is ill or quarantined:
If it is necessary for our field workers to enter a customer’s premise for emergency or essential response, we ask customers to advise us if anyone in the home is ill or quarantined BEFORE allowing entry.
Similarly, if a customer is quarantined or sick and calls us for an emergency or essential service, we ask that the customer advise us about the health conditions ahead of time. Our agents will work with the customer to determine best course of action.
If it is necessary for our field workers to enter your premises for emergency or essential response, our employees will:
We have implemented additional measures that will allow us to safely continue providing essential services. Our field employees are taking precautionary measures and are required to strictly follow CDC guidelines, including:
We will continue to closely monitor this situation, review and adjust our policies and ways of working as necessary, and will keep the lines of communications open with our employees, customers and all stakeholders.
The company has implemented the following employee-related actions, which will remain in place as we continue to closely monitor the pandemic:
If you are quarantined or sick, and you call us for a service order or to report a natural gas leak or other emergency, we ask that you advise us about the conditions ahead of time. We have measures in place that will allow us to continue providing essential services to you.
No. The temporary suspension of collections activities was designed to lessen the burden for those struggling to pay, due to work restrictions caused by the pandemic. As part of the collections suspension, National Grid will not charge interest and penalties for late payments and will not perform service disconnections due to non-payment until further notice.
Customers needing assistance with paying their bills can click here for more information or call to speak with one of our Customer Advocates. Note: Call wait times may be longer than usual.
Effective March 13, 2020, National Grid has temporarily suspended collections-related activities, including service disconnections, to lessen any financial hardship the COVID-19 pandemic may have on all of our customers – whether residential, commercial or industrial. This includes temporarily suspending interest and penalties for late payments. These policies will remain in effect at least until the end of April, when we will evaluate their continued need in consultation with state regulators.
No. We will not retroactively charge interest or fees for non-payment from March 13, 2020 (the date collections activities were suspended) through the time when the suspension policy is lifted. These policies will remain in effect at least until the end of April, when we will evaluate their continued need in consultation with state regulators.
Payment options for customers include:
Unfortunately, scams related to the COVID-19 outbreak are on the rise, and you may be contacted by imposters claiming to be from National Grid. Scammers may try to:
Please remember that National Grid never demands direct payment by prepaid debit card and never accepts payment through these cards. For more on avoiding utility scams, please see Scam Alert.
Please call our customer service number, 718-643-4050, and one of our call center representatives will assist you.
We have a comprehensive emergency response plan in place to keep the lights on and the gas flowing. Our pandemic team is meeting daily and we’re closely monitoring all developments associated with this evolving and complex virus. We’re also sharing our preparedness plans with regulators, federal, state and local officials, emergency response organizations, customers and other key stakeholders.
We recognize that it is absolutely critical we maintain the reliability of our energy infrastructure during this pandemic – especially at a time when many customers are confined at home and depend on our services. As a result, we will continue projects that are essential to maintaining safe, reliable energy for the region while following strict health and safety guidelines.
As essential service providers, we are committed to keeping the lights on and the gas flowing during the pandemic. We’re taking extra steps to make sure our workers are following CDC guidelines when performing their work.
National Grid has a strong track record of preparing for many kinds of emergencies that could impact our ability to deliver energy to our customers. Our business continuity planning includes preparing for events such as storms and other natural disasters; cyber and physical attacks; and “high absenteeism” events that typically involve health emergencies and that could severely limit the number of employees who are able to report to work.
To support customers affected by the health impacts, financial hardships and disruption caused by the COVID-19 pandemic, National Grid has committed $500,000 to provide immediate relief to families and individuals in need and bolster efforts by local organizations to assist communities across Massachusetts, New York and Rhode Island.
Our funding commitment is targeted to help bolster efforts to meet the basic needs of our communities that have been impacted by COVID-19 across Massachusetts, New York, and Rhode Island. Current donations were made to community-based organizations and funds, additional allocation is still under review, based on need. The following represent some of the programs and funds that will be targeted:
We have set aside a portion of the funds that will be dedicated directly to National Grid customers experiencing financial hardship. We are currently identifying how these funds will be distributed – either directly to customers or through our partners who administer assistance programs. We have made the commitment to our communities and we will communicate with our customers once that allocation decision has been made. If you wish to be contacted, please be sure we have your email address and contact information on your account for future communications.
As governments, schools, businesses and the public are all taking action to limit interaction and spread of the virus, National Grid, after careful consideration, plans to temporarily suspend programs that require on-premise contact between our contracted vendors and customers. This suspension will remain in effect until further notice in New York, as we continue to evaluate conditions. Please contact your contracted vendor to have them reschedule your work with us. We apologize for the inconvenience and appreciate your patience.
We will communicate a confirmed date to commence on-premise services as soon as we know more.
All rebates will be processed on their normal schedule. Learn more about energy efficiency services and rebate offerings here.
Due to the COVID-19 pandemic, many towns and villages have and may cease witnessing gas pressure tests for the foreseeable future. Before removing a customer’s existing heating equipment, please check with the appropriate town or village to make sure they will be available to witness the gas pressure test for the new natural gas equipment installation. This is a critical step, as National Grid will continue to follow all town requirements involving new gas service, meter and activation requirements. We appreciate your cooperation.
In response to the coronavirus (COVID-19) pandemic, our remaining public information meetings on the Long-Term Natural Gas Capacity Report will be held virtually, from 6 p.m. to 9 p.m., on the following dates:
For complete details including other ways to share your feedback, even if you are unable to attend a virtual meeting, please see ngrid.com/longtermsolutions.