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COVID-19: Your National Grid Service

Providing safe, reliable energy remains our first and most important priority. We are available for gas and electric emergencies 24 hours a day. For non-essential services, we will only enter homes or businesses at your request, with our crews and contractors maintaining all health and safety protocols, such as maintaining social distancing and wearing personal protective equipment.

Service & Appointments

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.

  • Emergency response – As always, please contact us for all gas and electricity-related emergencies, such as outages, downed power lines and gas leaks. If you smell gas, please leave the area immediately and call us from a safe location.

  • Electricity and gas service – We do not anticipate any service disruption to our customers. We have a comprehensive emergency response plan in place to keep the lights on and the gas flowing.

  • Customer-requested service – We will continue to respond to customer needs, such as turning on or off gas and electricity services (i.e. for a customer move) and installing/relocating gas and electricity services and meters, subject to municipal permitting and work restrictions.

  • Regular billing and ability to make payments – Our regular billing process will continue and we encourage you to manage your National Grid accounts online. We offer a variety of payment and billing options designed to make transactions easy and convenient. Our call center representatives remain at the ready to assist customers, however you may experience longer than usual wait times.

  • Payment assistance – We encourage customers who are struggling to pay their National Grid bill to contact us as soon as possible for assistance. If you need assistance, click here for more information or call to speak with one of our customer advocates. Note: Call wait times may be longer than usual.

  • Energy efficiency services – We are pleased to announce that all vendor-related energy efficiency activities in New York State resumed June 8,2020, in accordance with state guidelines (Moving New York Forward: Industry Guidance and Reopening).
  • Payment assistance
  • Collections activities & disconnections – On March 13 we temporarily suspended collections-related activities, including service disconnections, to lessen any financial hardship caused by the COVID-19 pandemic. These policies will remain in effect  in alignment with the respective executive orders issued in MA, NY and RI, and we will evaluate their continued need. More information on payment assistance programs in general can be found here.

National Grid has resumed much of its service-related work that was suspended due to the COVID-19 pandemic, with the exception of the following:

  • Non-emergency work that requires home or business entry to complete compliance or mandated work, such as service transfers, upgrades, and meter reads and exchanges, will only be performed with a customer’s express permission or at their request.  For these work types, we will contact you to arrange access to perform the work required inside your premise.  If the company is unable to reach you, or you do not want to provide access at this time, we will not perform the work. 

As a reminder, our field workers and contractors adhere to all the social distancing guidelines and protocols, including use of PPE and health screening checks, required by the states in which we operate.  We ask that customers wear masks to help protect our employees in the event that 6 feet of distancing cannot be maintained.

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.