Customer care representatives to provide information about available financial assistance and energy efficiency programs

BOSTON and SPRINGFIELD, Mass. (Feb. 21, 2025) – As a result of colder temperatures this winter that have caused customers to use more natural gas to heat homes and businesses, Eversource is reminding customers of the many options available to help them manage their energy bills with financial assistance, flexible payment plans, and energy efficiency programs. The company is hosting additional in-person assistance events in several Massachusetts communities in the coming weeks, where customer care representatives will provide details on programs to help make monthly payments more affordable, protection from service disconnection, and energy efficiency solutions that can lower bills by reducing energy usage.

“We know how challenging increased natural gas costs have been for our customers this winter, and we’re here to help anyone who is struggling to pay their energy bill,” said Eversource Senior Vice President of Customer Operations, Digital Strategy and Chief Customer Officer Jared Lawrence. “Over the next month, our customer care representatives will be fanning out in communities across Massachusetts, meeting with customers in-person to explain the variety of programs we offer that can help them manage their energy bill and reduce energy usage. They’ll also work one-on-one with customers to find the assistance programs that best fit their needs and help them enroll on site. Energy affordability is always a top priority for us, and we will continue working with our state partners to ensure that it is a key focus as we pursue Massachusetts’ unprecedented clean energy transition in a cost-effective manner.”

In-person events are currently scheduled for the following communities and more will be scheduled in the coming days:

(Usage comparison charts for NSTAR heating customers, left, and residential EGMA customers, right)

The November 1 rate adjustments reflected a variety of factors including the cost of natural gas on the supply side of the bill and – on the delivery side – Eversource’s significant investments in safety and reliability projects to strengthen and improve service for customers, as well as growth in energy efficiency programs and services available to help customers better manage their energy use and advance decarbonization goals. For NSTAR gas customers, energy efficiency represented about 60% of the total increase relative to these adjustments. For EGMA customers, about 40% of the total increase was a result of the significant system investments to improve safety and reliability of the former Columbia Gas system that were required as part of the transaction agreement approved by the state, and energy efficiency accounted for about a quarter of the November 1 increase.

Additionally, an adjustment to the cost of natural gas recently took effect on February 1. Twice per year, in May and November, the natural gas supply rate is adjusted based on market costs of buying gas for customers, which is passed on with no profit to Eversource. The company is also required by the state to adjust that gas supply rate between scheduled adjustments if supply costs increase or decrease by more than 5%, which is why the rate was adjusted again on February 1. The cost of gas increased significantly in January, driven primarily by the extreme cold temperatures in the supply regions as well as increased usage.

Yesterday, the Department of Public Utilities (DPU) directed the local gas distribution companies in Massachusetts to reduce delivery costs by 5% through the local distribution adjustment charge, which includes energy efficiency and other programs, among other investments the company makes. Details are still being finalized and will be available in the company’s filing that is due to the DPU on February 24.

Help is available for customers who need it.

Eversource encourages customers to enroll in one of its payment plans or assistance programs if they need help with their energy bill by calling 866-861-6225 (NSTAR) or 800-688-6160 (EGMA), or online.