Utility shut-off protections began on October 27 and will run through April 1, 2026. Low-income households that have filed for shut-off protection cannot be terminated from their utilities during the winter moratorium.
Last-reviewed: Feb. 16, 2026
Energy Assistance
- Utility shut-off protections began on October 27 and will run through April 1, 2026. Low-income households that have filed for shut-off protection cannot be terminated from their utilities during the winter moratorium. Households will have to contact their utility company and file a financial hardship form. Year-round shut off protection is available for households with financial hardship plus (1) an infant under 1 year old; (2) someone living in the home with a serious illness or disability; or (3) everyone in the household is over 65. Shut-off protection only protects from termination, it does not stop the charges from adding up. Utility customers should consider making a monthly payment if they are able.
- HEAP applications opened on October 1. You can find your local fuel assistance program, and start an online application. The program usually runs from November 1 through April 30. Eligible households can also apply in person at their local agency.
- Automatic discounts will be applied to utility bills for Massachusetts residents receiving certain benefits including MassHealth, SNAP, TAFDC or EAEDC. The discounts will be up to 25% on gas expenses and 42% on electricity expenses, and will be applied automatically; households do not need to submit additional paperwork.
- A Massachusetts household with income up to 60% of area median income qualifies as having “financial hardship” and is eligible for shut-off protection.
- Mass.gov has information on help paying your utility bills.
- MA residents can apply for help paying their utility costs. Use this tool to find the appropriate regional agency and view income limits for eligibility by region based on household size.
- Once utility customers are approved for fuel assistance, they will be eligible for a low-income discount (LID). Some gas and electric companies offer the discount retroactive to 11/1/2020. Importantly, utility customers cannot request the retroactive LID themselves; an advocate or representative must call the utility company’s customer service line on their behalf to make this request! Retroactive discounts are also at the utility company’s discretion – they are not a legal right.
- Utility customers who are on the low-income discounted rate are eligible to have varying amounts of debt forgiven if they pay 12 current monthly bills. Any low-income customer is eligible to enroll or re-enroll in an Arrearage Management Plan (AMP) program. Information is available directly from utility companies. Local CAP Agencies may be able to help with AMP enrollment questions.
- HEAP is required to stop a planned termination or to restore terminated services upon payment of 25% of the amount owed. This applies to all HEAP households, regardless of how old the bill is or if the customer’s account has been formally closed.
- Limited income households may want to contact The Good Neighbor Energy Fund operated by local Salvation Army offices: 1-800-334-3047 or 1-800-262-1320.
- Eversource and National Grid have information on payment plans and assistance, discount rates, energy efficiency and other guidance for customers who may need help paying their bill.
Telephone & Internet
- The MA Department of Telecommunications and Cable (DTC) has information about applying for Lifeline, a federal program that provides free or low-cost phone or internet to eligible households. Private companies, like Assurance, offer free and low-cost phone service to eligible households.
- Contact the Attorney General’s office online or via the AGO’s Consumer Hotline (617-727-8400) if a consumer has difficulty reaching a service provider, or if telephone or broadband service has been shut off.
Water
- The National Consumer Law Center offers a Water Affordability Advocacy Toolkit to help address challenges faced by marginalized communities.
- To assure no interruption in water service, customers may want to consider a payment arrangement and can submit a medical or financial hardship form. If your water is provided by a company, the company cannot shut off water service if (1) everyone in the household is age 65 or over; (2) someone in the home is seriously ill; (3) there is an infant under 1 year old in the home; or (4) the landlord is responsible for the tenant’s water bill.
- The DPU Consumer Division and the Attorney General’s Energy & Environment Bureau may be able to help if public water companies threaten or actually disconnect service.
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