National Grid consumer advocates want to remind customers to act quickly if they are facing a potential shutoff, as emergency assistance funds available for income-eligible customers are limited. Customers who qualify for the Home Energy Assistance Program and those who just exceed the income limits may be eligible for grants to address their past-due balances.

“National Grid customers should know that they can rely on us to help them manage their costs and navigate programs to help them in their times of need,” said Melanie Littlejohn, vice president of customer and community engagement for National Grid.

For the first time ever, assistance is available for people who earn more than the income limits for HEAP. National Grid established two new programs last fall to aid residential customers who do not qualify for HEAP but need assistance with managing their energy bills. National Grid’s Hope & Warmth Energy Fund and Hearts Fighting Hunger Program provide grants to customers who meet income guidelines for NYSERDA’s Assisted Home Performance with ENERGY STAR program. To qualify for a $200 grant from the Hope & Warmth Energy Fund, customers also must have an active disconnect notice from National Grid, and reside in a one- or two-family house or pay for heat in their apartment. Hearts Fighting Hunger provides $150 grocery store gift cards or food vouchers to customers who meet income guidelines, reside in a one- or two-family house or pay for heat in their apartment, have a past-due National Grid balance, and have emergency food assistance needs. These programs, administered by HeartShare Human Services, can be accessed by calling (718) 422-4207.

The programs are a hallmark of the company’s Winter Customer Savings Initiative, established in November 2022 to assist customers during a winter heating season where natural gas and electricity supply costs have risen from the previous year. Cost increases across the American economy have impacted how consumers make ends meet.

“The rising cost of everything, from energy supply to eggs, put a pinch on customers budgets over the past year,” Littlejohn said. “While we do not control or profit from energy supply prices, we felt that it was incumbent on us to help our customers and communities during these difficult times.”

National Grid committed $6 million in shareholder funds in November 2022 to support these and other assistance programs to aid its 4.1 million electricity and natural gas customers across New York state.

Emergency Assistance for Low-Income Households

Low-income heating households may qualify for Emergency HEAP in order to prevent or resolve utility disconnection. Customers who have been shut off or have received a shutoff notice and meet the HEAP Guidelines may qualify for Emergency HEAP benefits. Applications must be made through the HEAP Local District Contact. Funding is limited and the program closes when funds are exhausted.

Customers who exhausted their HEAP benefits for 2022-23, but still need assistance with their energy bills, may qualify for a $200 grant from National Grid’s Care & Share program. The program, administered by HeartShare Human Services of NY, is open to National Grid customers that meet HEAP income guidelines. Customers can call 1-855-852-2736 for application information. Like Emergency HEAP, the program closes when funding is exhausted.

Programs for All National Grid Customers

All residential customers, regardless of income, qualify for two programs to manage energy costs. National Grid’s Budget Billing Plan spreads payments out more evenly across the year to help better manage energy costs. Budget billing smooths out peaks and valleys in customer bills, by using account history to make bills more predictable. Your account is reviewed periodically to make minor adjustments and the company reconciles the account with customers annually. Deferred Payment Agreements aid customers that have fallen behind in their payments. Customers with past-due accounts can arrange to have their balance spread over multiple months to create manageable payments and avoid disconnections. Learn more about these programs by calling 1-800-642-4272.

Residential customers receiving Supplement Security Income, Social Security Disability Insurance or a retirement pension, and enrolled in an active payment agreement, may qualify for a 10-day extension on their billing due date through the company’s Bill Extender Program. Customers can inquire about this program at 1-800-642-4272.

Making a Payment

National Grid offers multiple options for bill payment. Customers can choose the traditional method of paying by check through the mail when they receive their monthly bill. They can also access their account online by creating a profile at nationalgridus.com. By linking their checking or savings account, they can make one-time payments or enroll in automatic payments, where the monthly bill amount is deducted from the account. Customers may also make payments with their credit or debit cards using the Speedpay service. Fees may apply.

Customers looking to make a payment without going online can call National Grid at 1-800-642-4272 and speak with a representative to authorize a payment by phone. Bills can also be paid in person at authorized payment centers. Fees may apply and many locations accept cash only.

Information Available in Multiple Languages

Since March 2022, National Grid’s consumer advocates have provided assistance to more than 16,000 New York households. National Grid has Spanish-speaking consumer advocates available to assist customers, who can be reached by phone at 1-800-642-4272 or by email at ConsumerAdvocatesUNY@nationalgrid.com. In addition, translation services are available by phone for more than 120 languages and dialects.

Spanish and Chinese speaking customers may now find the cost-saving and energy efficiency resources in their favored language at ngrid.com/heretohelp. Translation to more than 60 languages is available on National Grid’s website by visiting nationalgridus.com, scrolling to the bottom of the page and choosing from the Select Languages dropdown box.

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