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Gas Connect Customer Assistance Programs - Residential Customers

We know that many of our residential and small business customers and applicants were inconvenienced as a result of being denied in getting natural gas service started. We have developed Customer Assistance Programs for those who experienced financial hardship as a way to help. If you submitted a completed application for gas service between May 15, 2019 and October 11, 2019, you may be eligible for a bill credit and other financial assistance. The program has ended on March 31, 2021. All claims postmarked by March 31, 2021 will be processed.

Residential Customer Assistance Fund

The Customer Assistance Fund provides monetary assistance to eligible residential customers and applicants who experienced a financial hardship as a result of being denied natural gas service. If you experienced a financial hardship as a result of the delay in starting your service, you may be eligible to be reimbursed for documented expenses incurred because of the service delay. To apply for financial aid, use our online Customer Assistance Fund Form or download a copy of the form.

Examples of covered expenses include:

  • The cost of an electric water heater, oven or electric space heating, including installation charges
  • Additional permitting or inspection fees
  • The purchase of a propane tank or propane supply while you waited for natural gas
  • Repair/retrofit costs for a cooking or heating appliance due to the lack of natural gas
Customer Inconvenience Bill Credit

This credit provides eligible customers (residential, small and medium commercial customers; multi-family and residential buildings) with an automatic one-time bill credit of $200 for the inconvenience experienced because of the capacity constraint situation and delay in receiving gas service.

This credit will appear as a separate line item on a service bill one or two months following reconnection. This is an automatic credit and no further customer action is required.

Security Deposit Relief

For eligible customers impacted by this situation, National Grid will provide security deposit relief. Eligible customers who have already been reconnected and paid the full deposit will be issued a check returning 50% of the deposit, within the next 3 weeks.