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Utilities – Assistance & Discounts

Key Resources:


KEEPING THE HEAT AND LIGHTS ON for Massachusetts Residents (Also see the Spanish version.)
2013, National Consumer Law Center, Inc.

Social Service Department Staff meeting presentations:

Advocacy Reference "bible": Utilities Advocacy for Low-Income Households in MA - National Consumer Law Center, January 2019

 


  Patient Handouts from the CRC

Sections:

Step 1:  Fuel Assistance (LIHEAP), Weatherization, and Emergency Furnace Repairs

Apply for Federal fuel assistance (Low Income Home Energy Assistance Program or LIHEAP). Most privately-funded energy assistance programs require that a household or individual either be ineligible for LIHEAP or have exhausted their benefits.

 

Fuel Assistance/Low-Income Home Energy Assistance Program ("LIHEAP", federally funded, state administered)

Fuel Assistance Season is November to April. New applications are accepted starting in October/November of each year and typically are accepted through the end of April.

Handouts/Reference Documents

FY 2024 Income and Benefits chart (11/23)

Cold Relief Brochure FY2024- brief explanation, income eligibility chart and agency list.

New Water & Sewer financial assistance now available- apply for LIHEAP to access. Learn more - see Water/Sewer below.


Description

The Low-Income Home Energy Assistance Program (LIHEAP – Fuel Assistance) provides eligible households with help in paying winter heating bills. The program pays benefits of fixed amounts based on household income and size. An additional benefit is available to eligible households with a high energy burden. The local administering agency pays the primary heat source vendor (oil, propane, wood or coal dealer or gas or electric utility). Special provisions are made for those households whose heat is included in their rent and those living in subsidized housing. Households with incomes up to 60% of estimated State Median Income (see last column of chart) are eligible for the Fuel Assistance Program. Homeowners and renters are both eligible.

Eligibility

Maximum income eligibility for LIHEAP (Low Income Home Energy Assistance Program- main fuel assistance program) has been increased from 200% of federal poverty level to 60% of estimated State Median Income (see last column of chart).

Citizenship status - Before 2016, LIHEAP benefits were available to eligible people regardless of immigration status; now benefits are limited to “qualified aliens” and victims of trafficking and their derivative beneficiaries:

  • Legal permanent residents
  • Paroled for at least one year
  • Refugees
  • Granted Asylum
  • Granted Withholding of Deportation
  • Cuban/Haitian entrants (note: refers to a specific status, not applicable to all who entered from these countries)
  • Battered immigrants, parent/child
  • Trafficking victims

There is NO five year bar or any other special conditions for these qualified statuses. 

While undocumented immigrants are not eligible to receive benefits, mixed statuse households may receive prorated assistance based on the number of household members with eligible status (e.g., 2 members with eligible status= benefit based on household of 2.)  

Verifications/Documentation- Advocacy tip: original social security card NOT required, see Application below

Renters- See specific situations below. Note that the amount of benefits and to whom the payment is made will vary by living situation.

NOT eligible for LIHEAP: Renters in public housing or private subsidized housing, where rent is limited to a fixed low percentage of their income and whose heat is included in the rent. 

Renters in public housing or private subsidized housing, who pay the full cost of their heat: These households are eligible for the full (100%) benefit level. 

Renters who reside in private unsubsidized housing with the cost of heat included in their rent: These renters are eligible to receive thirty (30) percent of their monthly/weekly rent.

Renters who reside in private subsidized housing in which rent is NOT limited to a fixed low percentage of income and whose heat is included in the rent:  These renters are eligible to receive thirty (30) percent of their monthly/weekly rent.

Renters in public or private subsidized housing, who pay the full cost of their heat, and who receive a utility allowance:  These renters are eligible to receive thirty (30) percent of their monthly/weekly rent.

Occupants of licensed, commercial lodging and boarding houses or similar single room dwelling units: These clients, occupying separate, private, locked dwelling units, would ordinarily be considered renters and eligible if otherwise eligible.

Renters with housing vouchers in private subsidized housing:

1. A voucher tenant whose apartment rents for an amount greater than the applicable Payment Standard (usually indicated on the "subsidy worksheet" the client receives) will:

  • if rent includes heat, be potentially eligible for the full benefit level by income, with monthly payments in the amount of 30% of the tenant's share of rent on a periodic basis.
  • if directly responsible for the cost of heat, be potentially eligible for the full benefit by income.

2. A voucher tenant whose apartment rents for an amount at or below the applicable Payment Standard will:

  • if directly responsible for the cost of heat, be potentially eligible for one-third of the benefit level by income.
  • if rent includes heat, not be eligible for benefits.
  • if heat is included in the rent and the tenant's portion of the rent is greater than 30% of their income, be potentially eligible for the full benefit level by income.
  • if heat is included in the rent and the tenant's portion of the rent is less than 30% of their income, not be eligible for LIHEAP benefits.
  • if directly responsible for the cost of heat, be potentially eligible for the full benefit level by income.

-Source: https://liheapch.acf.hhs.gov/pubs/mass.htm.

Applications for fuel assistance programs such as the Low Income Home Energy Assistance Program (LIHEAP) and the Weatherization Assistance Program are available through energy assistance organizations, which are commonly a part of local Community Action Agencies: Search by city/town.

ABCD LIHEAP page (for Greater Boston), including more information about What to bring when you apply (verifications checklist) and what happens after you apply.

Verifications/Documentation- Advocacy tip: applicants do NOT need to show original social security card or letter from SSA. DHCD has instructed the Fuel Assistance administering agencies not to require applicants to provide the SSN cards for each household member. Applicants will be asked to list their SSNs on the application and can provide a range of proof of their US citizenship or legal immigration status such as their birth certificates, baptismal records, passports, and, if non-citizens, proof of their immigration status. Applicants do not need to provide the actual SSN card or letter from SSA. Advocates are asked to notify Pat Baker at MLRI if you are seeing households denied Fuel Assistance due to lack of verification: pbaker@mlri.org (4/22) (See newsletter article.)

Note: Since the fall of 2010 the Department of Transitional Assistance (DTA) does not send a mailing to previous recipients, but instead encouraging clients to request an income verification letter by using an interactive voice response telephone number. More information...

Benefits

Benefits are listed by household type and income level at the bottom of the eligibility chart (rev 11/23).

Secondary payments (for secondary utilities)- if DHCD determines in a given year that there are surplus funds (sufficient funds to pay all primary bills with funds remaining), they may approve local agencies to make secondary payments. This means they may pay secondary utilities (such as an electric bills if the primary fuel source is gas or oil). Approval by DHCD does not mean all local agencies will be making secondary payments. Availablility of such funds will vary by community. Clients are encouraged to inquire of their LIHEAP agency late in the LIHEAP season (March to June).

Those eligible for LIHEAP are eligible for home weatherization services and heating system repairs:

The Weatherization Assistance Program (WAP)

WAP is designed to assist low-income households to reduce their heating bills by providing home energy efficiency services. The program is operational year round. A Mass. Weatherization Certified Energy Auditor completes an inspection of the energy and health and safety concerns of the home. Local certified and insured weatherization contractors are hired to complete the work at no cost to the occupants. Typical work includes air sealing, attic and/or sidewall insulation, weatherstripping, and minor repairs associated with the weatherization work. All work receives a thorough Quality Control inspection by the agency's Energy Auditor. Program eligibility is based on household eligibility for the LIHEAP Program. Those households with a member receiving TAFDC or SSI are categorically eligible. Due to limited funding they may have to prioritize among households. Tenants (with landlord approval) as well as homeowners are eligible for weatherization.

  • Weatherization Assistance (WAP) Faces Cuts - MGH Community News, November 2012

    • The Heating Emergency Assistance Retrofit Task Weatherization Assistance Program (HEARTWAP)

    HEARTWAP is designed to provide heating system repair and replacement services to low-income households. The program is operational year round. During the winter months, the program serves primarily as an emergency intervention service to provide assistance to low-income clients having problems with the operation of their primary heating system. Eligible households call the local administering agencies and notify HEARTWAP staff when they are having a problem. Heating companies, under contract with the local agency, provide services necessary to keep the heating system operating efficiently and safely. Provisions are in place for LIHEAP clients to contact their dealer directly if the emergency occurs during the evening or on weekends. Households with incomes up to 60% of estimated State Median Income are eligible for the HEARTWAP. Program eligibility is based on household eligibility for the current year's LIHEAP Program. Tenants are eligible for some services, but are required to first contact their landlord who is legally responsible for the maintenance of the heating system. HEARTWAP services vary dependent on the specific needs of the home. Replacements are done for unsafe, inoperable, and irreparable heating systems.

    Bullet Commonwealth Woodstove Change-Out Program

    State program that runs periodically that offers financial incentives to assist Massachusetts residents in replacing non-EPA-certified woodstoves with cleaner, more efficient wood or pellet stoves. Learn more: Commonwealth Woodstove Change-Out Program

    Step 2:  Other Energy Assistance Programs

    Good Neighbor Energy Fund

    The Good Neighbor Energy Fund is for households who are facing short-term financial crisis and have exhausted or do not qualify for federal fuel assistance. Grant for a household is $275 per season regardless of amount owed. This program is administered through local Salvation Army Agencies. Income must be between 60 and 80% of State Median income. Income chart and more information: www.magoodneighbor.org/assistance.html

    Apply through the local local Salvation Army Service Center (Massachusetts locations). For more information about eligibility criteria and where to apply, call:

    • 1-800-334-3047 (serving area codes 508, 617, 781 and 978) or
    • 1-800-262-1320 (serving area code 413).

    New listing! Joe-4-Sun - Community solar offers discounted electricity.

    Community Solar is solar financed by a group of individuals who then share the benefits. Citizens Energy operates a solar farm that produces electricity and they then distribute the benefits to people who have no financial skin in the game but meet income requirements.

    How it works: The solar farm produces electricity that is fed into the grid, generating either a direct payment from the local utility or a bill credit. Nearly half of the money goes to the company that operates and maintains the solar farm. The other half goes, in the form of bill credits, to the participants in the community solar program. The bill credits, split equally among the participants, are used to reduce the size of their electricity bills – but the participants are required to return half of the money they received in credits to Citizens Energy. Customers will see a credit on their utility bill, and then later will recieve a bill to return half of that amount to Citizens Energy. Discounts add up to about a $300 - $400-a-year bill reduction for the community participants. The savings are reportedly even greater on Cape Cod, where currently Vineyard Wind, the nation’s first industrial scale wind farm, is covering the Citizens Energy share of the credits, allowing all of the savings to flow through to participants. The Vineyard Wind subsidy is being provided as part of a resiliency and affordability fund.

    Eligibility: customers must have service through National Grid  or Eversource AND either receive a residential assistance discount rate from their utility or have a service address in an environmental justice zone. (If one doesn't qualify for a discount rate, contact Joe-4-Sun to inquire as to whether one lives in an "environmental justice zone.")

    Learn more and apply at the Joe-4-Sun website.

    Social Service Dept Heating Assistance program. Requires referral from MGH Social Service Department social worker.

    • Applications accepted between November 28, 2022 and June 30, 2023 .
    • Maximum benefit: $750
    • Guidelines (2023)
    • Form (2023)
    • Utilities Handout for Patients -You may want to also give this handout to patients/families. It briefly summarizes other utility assistance, shut-off protections and tips for managing past-due bills.

    Program Guidelines and form are also available on the Dept's SharePoint site.

    RAFT (Residential Assistance for Families in Transition)

    RAFT Homelessness prevention funds for families with children, may, under certain circumstances be used for Utility Arrearages while funds last through local Housing Consumer Education Centers (e.g, MBHP in Greater Boston).

    To access RAFT funds for Utility arrearages families must:

    • Have income at or below 30% AMI (10% of approvals for families between 30-50% AMI)
    • Be experiencing a housing crisis (with appropriate documentation)
    • Have a utility shut-off notice
    • Note: they will only pay the minimum needed to maintain service

    More information

     

    Boston Rental Relief Fund

    For Boston residents. The Rental Relief Fund is open to households earning less than 50% of Area Median Income. We also prioritize households where one or more members have been unemployed for the past 90 days. Must not be a full-time college or graduate student.

    May cover utility arrears (overdue bills ) up to $2,000. To qualify, one must have a shut-off notice.

    More information and to apply

     

    Boston Public Health Commission Utility Resource List - November 2016

     

    Utility Discounts

    Investor-owned utility companies (gas, electric, local phone) in Massachusetts must offer reduced rates (about 25% discount) to certain low-income households. To qualify, the household must have income at or below 60% of area median income (see last column on chart) AND also already receive some type of income-tested benefit. There are many low-income programs that can qualify a household for the utility discounts, including fuel assistance, TAFDC, SNAP (food stamps), school lunch, housing subsidies, and certain subsidized health care coverage programs. (Learn more about which health coverage programs qualify.)

    Some utility companies automatically enroll eligible customers; however if this is not the case, customers can apply. (For more info see reference at end of Utility Shut-Off Protection page, including the efforts of some smaller gas companies to seek waivers due to serving a high proportion of low-income families.)

    Note that Municipal utilities (those owned by a city or town) are NOT required to offer discounts.

    Non-Citizens: discounts are available regardless of immigration status.

    Advocacy tip: customers who are on discounted rates have demonstrated "financial hardship" for the purposes of shut-off protections. If they qualify for one of the protections they should not need to further demonstrate financial hardship.

    Retroactive Discounts- Advocates may assist consumers to get on the discount rates retroactively, meaning that unpaid bills will be recalculated as if the customer had been on the discount rate before the date he or she applied. Each invester owned utility company in the state has voluntarily agreed to do so, on a case-by-case basis, but only if contacted by an advocate working on behalf of the consumer. Each company has generally designated one customer service representative who handles these requests. Consumers who call on their own will most likely not be able to get the discount applied retroactively.

    To get someone onto the discount rate retroactively, you will need to document how long that person has been on the particular form of public assistance that qualifies the household for the discount rate (e.g., food stamps, TAFDC, etc.) To get proof of receipt of food stamps, TAFDC, EAEDC, or Emergency Assistance shelter (or for Medicaid if the client also receives TAFDC or EAEDC), call the income verification hotline at the Department of Transitional Assistance at (617) 348-5506. If you need verification with the start-date of receipt of benefits, call recipient services at (617) 348-5507 or (800) 445-6604. It is fastest if you have the agency fax you or the client the verification. Mailing it can take days or even weeks.

    More information: Utilities Advocacy for Low-Income Households on Massachusetts, see pp. 28-30.
    -Created by National Consumer Law Center

     

    Telephone Discounts & Plans

     

     

     Patient Handouts from the CRC

     

    Lifeline Telephone Assistance Programs

    Lifeline is a public assistance program that ensures telephone service is available and affordable for low-income subscribers. It is available nationally. It is funded by required contributions from telecommunications service providers.

    Applicant households may choose ONE of the following: Lifeline landline service or wireless service or broadband discount. Only one participant allowed per household.

    Lifeline Options (ONE per HOUSEHOLD):

    • The Lifeline Program provides a monthly discount on one communications service from a certified Lifeline service provider.  Currently, Lifeline subscribers have the choice—where available—of applying their benefit discount to EITHER landline or wireless phone service.

    Can I get Lifeline? You may be eligible if you or a household member receives one of the following

    • Medicaid (most types of MassHealth)
    • Supplemental Nutrition Assistance Program (SNAP)
    • Supplemental Security Income (SSI) or
    • Federal Public Housing Assistance (Section 8)
    • Veterans’ Pension and Survivors’ Benefit
    • Tribal Programs (and you live on federally-recognized Tribal lands)

    Or if your income is less than 135% FPL (in 2021 - $17.388 annual income for an individual or $23,517 for a couple).

    Non-Citizens - people without documentation are not eligible, but that other non-citizens may qualify. Applicants must verify DOB and identity with documentation such as an SSN or "green card".

    Who does Lifeline count as part of my “household”?

    Lifeline says a “household” is a group of people who live together and share expenses.

    A household can have only one Lifeline plan - wireless phone service, landline service, or Internet service.

    People who live together but do not share expenses can be different households. If you live with another person or a group of people but you do not share expenses with them, you may be able to get your own Lifeline plan. You may have to fill out a Household Worksheet to show that you are separate households.

    How do I apply for Lifeline?

    Apply for Lifeline through the Lifeline National Verifier. You can apply online or mail in a paper form.

    You can get approved for Lifeline faster if you include documents that prove you qualify when you apply.

    • ​​You can use documents that show you get benefits like SNAP, MassHealth, or SSI. These documents must have:
      • Your name or the name of the person who qualifies for the benefit,
      • The name of the program that makes you eligible for Lifeline,
      • The name of the agency that issued the document, and
      • A date that is within the past 12 months or that shows when your benefits end.
    • You can also use documents that show your income is 135% of the federal poverty level or less, like:
      • An Unemployment Benefits statement,
      • A Social Security benefits statement,
      • A paycheck stub, or
      • Another document that shows your income.

    ​​If the National Verifier does not show that you qualify with the information you upload, you may need to give Lifeline other documents.

    Do not give a copy of your Social Security Number (SSN) card or your full SSN to a Lifeline sales representative. You only have to give the last 4 numbers of your SSN. Lifeline workers can only ask for your Social Security card if there is an error verifying your identity.

    If you have questions about how to apply, call The Department of Telecommunications and Cable Consumer Hotline: 1-800-392-6066.

    What happens next?

    If you qualify through the National Verifier, you have 90 days to choose a company.

    Cell phone options (MA): Safelink Wireless OR Assurance Wireless OR Stand-Up Wireless

     Lifeline Telephone Assistance (for landlines)

    Local phone companies are required to offer programs for discounting service to low-income households. Verizon offers a discount called “Lifeline Telephone Assistance” to customers who receive TAFDC, EAEDC, SSI, MassHealth/Medicaid, Food Stamps, and Fuel Assistance/LIHEAP. This discount is a flat rate reduction, worth approximately $15 - 18 per month.

    Because Verizon can take a long time to process Lifeline applications, it is best for you to fax your client’s application, along with verification that she or he receives a qualifying benefit, directly to the Lifeline office and follow up with a phone call to ensure that your client will start receiving the discount as soon as possible. Program brochure and Spanish version (Mass.gov).

    Generic form for other service providers (MA residents): Lifeline Application or see the program brochures (above) for phone contacts.

    For residents of other states- find a lifeline program: www.lifelinesupport.org/ls/companies/companies.aspx

    Note on internet - you may have assistance through Lifeline in addition to the Affordable Connectivity Program PROG -PROGRAM NO LONGER ACCEPTING APPLICATIONS (Formerly the Emergency Broadband Benefit) for internet services (see also:

    Sources and for more information:

    Other (Non-Lifeline) Options

     No-Contract or Prepaid Phone Plans

    With some research and comparison-shopping, consumers may find a No-Contract or Prepaid phone plan that saves some money. See: How to choose the right no-contract phone plan for you- Consumer Reports, April 2014.

     

    Advocacy for All Telephone Programs (in MA)

    The DTC is the regulatory agency that handles telephone and cable matters for residents of the Commonwealth (note: they have jurisdiction over copper-wired landlines only- not for those who may not longer have these lines).  DTC has a staff of 25 lawyers, customer service representatives, economists/analysts and administrative support staff. The Consumer Division investigates consumer complaints and educates the public about telephone and cable services. The DTC handles all types of inquiries from billing to quality of the service.  The Consumer Division can encourage a company to make adjustments on a consumer's bill when errors or violations of the Department’s regulations are discovered. 

    Online Complaint form: http://www.mass.gov/ocabr/government/oca-agencies/dtc-lp/consumer-dtc/file-a-complaint.html  If your client is not yet enrolled with a company, just leave the request for  account number blank.

    DTC Consumer Division: (617) 305-3531 or 1-800-392-6066.

    Also see Telephone Shut-Off Protections (for those with copper-wire landline service; those with bundled service may no longer have those lines).

    Internet Discounts

    • Affordable Connectivity Program - As of February 8, 2024 the program is no longer accepting applications. Barring appropriation of additional funding, the program is expected to sunset in April 2024.
    • The Affordable Connectivity Program is an FCC benefit program that helps ensure that households can afford the broadband they need for work, school, healthcare and more. The benefit provides a discount of up to $30 per month toward internet service for eligible households and up to $75 per month for households on qualifying Tribal lands. Eligible households can also receive a one-time discount of up to $100 to purchase a laptop, desktop computer, or tablet from participating providers if they contribute more than $10 and less than $50 toward the purchase price.
      • The Affordable Connectivity Program is limited to one monthly service discount and one device discount per household.
      • Eligibility - A household is eligible if a member of the household meets at least one of the criteria below:
        • Has an income that is at or below 200% of the federal poverty guidelines; or
        • Participates in certain assistance programs, such as SNAP, Medicaid, Federal Public Housing Assistance, SSI, WIC, or Lifeline;
        • Participates in Tribal specific programs, such as Bureau of Indian Affairs General Assistance, Tribal TANF, or Food Distribution Program on Indian Reservations;
        • Is approved to receive benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision in the 2019-2020, 2020-2021, or 2021-2022 school year;
        • Received a Federal Pell Grant during the current award year; or
        • Meets the eligibility criteria for a participating provider's existing low-income program.
      • Apply- Two Steps to Enroll
        1. Go to ACPBenefit.org to submit an application or print out a mail-in application.
        2. Contact your preferred participating provider to select a plan and have the discount applied to your bill.
          • Some providers may have an alternative application that they will ask you to complete.
          • Eligible households must both apply for the program and contact a participating provider to select a service plan.
      • If you need to talk to someone about your eligibility or application status, call the ACP Support Center at (877) 384-2575.
      • More Information
        • FCC Fact Sheet: English | Spanish
        • Fact Sheet- National Consumer Law Center
        • High Speed Internet Agreement (5/22)
          • 20 broadband providers have agreed to lower costs and increase speeds for high-speed internet plans for low-income people across the country. The White House said the companies have made a commitment to reduce rates for millions of people who qualify for the Affordable Connectivity Program
          • The administration said it views a sufficiently high-speed plan as one that offers download speeds of at least 100 megabits per second.
          • In addition, the administration asked providers to offer such plans with no fees and no data caps.
          • The Administration has also launched GetInternet.gov, which provides information on the ACP benefit, how to apply, and how to find participating internet providers.
          • Read more in this White House Fact Sheet.

    • Lifeline services - those eligible can choose to apply the discount to broadband service instead of phone service (more information).

    • Comcast Internet Essentials- $9.95/month (plus tax). They promise no price increases and no equipment rental or activation fees. Download speeds of up to 5 Mbps and upload speeds of up to 1 Mbps. Also can purchase computer for $150 (plus tax) at enrollment. Program also offers free internet training.
      • To qualify, the household must:
        • Be located where Comcast offers Internet service
        • Have at least one child eligible to participate in the National School Lunch Program
        • Have not subscribed to Comcast Internet service within the last 90 days
        • Not have outstanding Comcast debt that is under one year old
      • Apply online or call 1-855-8-INTERNET (1-855-846-8376) to request an application.

    • Tech Goes Home (TGH) - brings computers, internet, and training to those without throughout Greater Boston. Programs are directed at those without technology at home, with a focus on individuals who are un- or under-employed, are from low-income households, have limited English proficiency, or are living with disabilities.
      • Each family or individual who participates in TGH programs receives 15 hours of live, interactive digital skills training, a Chromebook or iPad, and, if needed, 12 months of internet services.
      • TGH offers programs for adults, as well as family-based intergenerational programs. TGH’s family-based programs engage youth and their caregivers together to learn digital skills as a team.
        •  
    • Massachusett's Public Library WIFI Hot Spot Lending Program- locate a participating library. On average individuals can borrow a hot spot for 2-3 weeks at no cost.      

    See also:

    Utility Shut-off Protection & Restoration

    See our Utility Shut-Off Protection page. Includes information on managing arrearages (over-due bills)

     

    • Case Examples and Advocacy Tips (source: utilitynetwork@lists.nclc.org)
      • Arrearages (over-due amounts)
        • NOTE: See Managing Arrearages (on Shut-Off Protections page) for main reference and key programs; what follows are case examples and tips.
        • Payment Plans - Length of
        • Bills From Prior Address
        • Utility has right to sue for money owed
        • Bill is in Name of Someone No Longer at Address
        • Bill in name of deceased spouse- surviving spouse can get utilities transferred to their name without having to pay arrearages IF she/he makes this transfer soon after the death of the spouse. If live for extended period of time without paying bills utility will typically not actively pursue the arrearage. However- the estate is still responsible for the arrearage, so if the deceased had any assets, they will go after those assets.
        • Parent put bill in child's name- typically becomes a problem when kid grows up and wants service at another address and finds significant arrearage. Because of risk of exposing parent to fraud charges - refer to legal services.
        • Disputing Arrearage When Bill is Fraudulently in One's Name (i.e., by someone else)
        • Collection Agencies
        • Deliverables (oil, propane, wood, etc.) - unfortunately deliverables are not subject to the same rules regarding shut-off protections as utility companies. Shut-off protections do not apply (serious illness, child under 12 months, all adults over age 65) and there are no requirements regarding content or timing of shut-off notices.
    • Financial Hardship
    • Consumer Complaints- Electric Competitive Suppliers: See our Consumer Protection page.
    • Disputes with Utility- Many utilities tape all of their customer service calls. If there is a discrepancy between what a client says they were told and what the utility says they said, if you have the date and time of the call and the customer's name an advocate might be able to request that a supervisor review the tape.
    • Municipal Utilities- Special Rules
      • Muni's are NOT required to offer discounts, and most don't. 
      • Muni's ARE allowed to charge a deposit to initiate service (not to exceed 3 months estimated usage in that unit).
      • Otherwise munis are generally subject to the same DPU rules as the investor-owned utility companies (e.g., subject to shut-off protections for the winter moratorium, serious illness, elder and infant in home).
    • Immigration status
      • Whether or not one has legal immigration status or an SSN is irrelevant in terms of utility protections in MA. Companies will often ask for a SSN- to check their records for arrearages in your name and distinguish you from others with similar names. You do not have to give SSN, even if you have one, though you may need to prove you aren’t person who has arrearages. If problem contact Charlie Harack. (From http://www.nclc.org/issues/stay-connected-training-video.html)
    • Discount Rates
      • Usually save 20- 25%. Not difficult to access- no maximum number of people who can get it; not subject to state budget appropriations, and utilities don’t dislike it- they are “made whole”, i.e., can make up the difference by charging full-paying customers more. To qualify must be on an “income tested” program where income is equivalent to Fuel Assistance cut-off (i.e., maximum 60% area median income). Being in public housing counts- but since some in public housing can have higher income may need letter from housing to verify income. Suggest one send in documentation with the application form.
      • Retroactive Discount rate- This option is completely voluntary on part of utility. Client cannot request this but advocates can. Regular customer service staff will not know about it. Utilities generally will be happy that customer is working with an advocate in hopes that the advocate will help customer with realistic budgeting.
      • Portability- usually these are not portable; typically on moving to another address the consumer will need to apply anew for discount rates.

    • Water & Sewer
      • NEW! Temporary water/sewer bill assistance: Low Income Household Water Assistance Program (LIHWAP)- for Massachusetts residents struggling to pay their water & sewer bills because of the COVID-19 pandemic. Access by applying for the Low-Income Home Energy Assistance Program (LIHEAP) (applications accepted until May 13, 2022).  A family of four with an annual gross household income of less than $78,751 may qualify. The assistance will be paid directly to your water and/or sewer vendor. Tenants who pay water and sewer to a third party rather than directly to the water department, unfortunately would NOT be eligible for the program.
      • Generally landlords are responsible for paying for water and sewer bills with few exceptions (see below).
      • The Department of Public Utilities (DPU) does not have jurisdiction over water and sewer companies.
      • If a landlord has not paid water bills, and doesn't respond to requests to do so, advocates suggest one contact the City's housing inspector (Inspectional Services Division- ISD), who will cite the landlord.  Note that the landlord may ignore the citation so calling ISD doesn't mean the water will get turned on immediately. Boston Water & Sewer Commission in the past has had a provision where tenants can make payments to get the water turned on, even if the bills are in the landlord's name.  If your client chooses to follow that route, she should definitely get in touch with legal services.  If the landlord is responsible for the bills, but the tenant makes the water payment, the tenant should withhold that amount of money from the rent, but that can be a risky strategy, hence the suggestion to refer to legal services.

       


  • Archive- Program Highlights & Articles

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