Everyone needs a little help sometimes. We have several programs to help lower-income families and customers needing special assistance meet their energy needs. You may be required to complete a Financial Statement questionnaire.
Our Consumer Advocates specialize in helping our income-eligible customers who are facing financial hardship. Consumer Advocates offer individualized payment agreements as well as provide information on programs and services that are available through National Grid and other community agencies. You may reach a Consumer Advocate for your area by calling 1-800-642-4272.
Hospitalized Customer Assistance Plans
When you’re in the hospital, the last thing you need to worry about is termination of your energy service. This plan is for customers who are temporarily disabled due to hospitalization. We will extend the payment due date on your monthly bill by 30 days during your hospitalization. For more information, call 1-800-642-4272.
Serious Illness/Medical Emergency
If you or a member of your household cannot pay your energy bills due to a serious illness or injury (as certified by a physician), your service will NOT be shut off. For more information, please call the phone number listed on your bill.
Home Energy Assistance Program (HEAP)
This federally funded program helps income-eligible households pay their energy bills. You do not have to pay back any money granted, but you do have to meet household income requirements to be eligible. Customers are not automatically enrolled in HEAP. To receive HEAP, you must apply every year.
Please visit the New York State Office of Temporary and Disability Assistance to apply in your area, or visit New York State myBenefits or call the HEAP hotline at 1-800-342-3009. You can also contact your local Department of Social Services.
Energy Affordability Program – Income Eligible Bill Credit
On January 1, 2018, the Energy Affordability Program (EAP) replaced the Income Basic Service Charge Credit. Customers who have received HEAP benefits within the last 14 months are eligible for enrollment in EAP. EAP monthly bill credits are based on the customer’s HEAP benefit. HEAP benefits are structured in a way to ensure that the households with the lowest incomes and the highest energy cost receive the highest benefit. Income, energy cost, family size and the presence of a vulnerable household member, are all considered. Learn more and view the benefit tier breakdown.
Customers whose HEAP grant is applied to their National Grid bill will automatically be enrolled in EAP when National Grid receives receipt of their HEAP payment. No action is required for these customers.
Customers whose HEAP grant is applied to a bill from a different heating company will be required to send proof of this to National Grid. An example of HEAP proof is a current-year HEAP award letter. Please contact your local Department of Social Services office to get HEAP proof if you do not have your current-year award letter.