Liberty COVID-19 Update

UPDATE: August 4, 2022 - The Concord customer walk-in center is open Tuesday through Thursday 9am - 4pm. The remainder of our customer walk-in centers remain closed until further notice. Please visit our Payment Options page for ways to pay your bill.

 

March 9, 2022 - Concord Walk-In Center Reopening March 15th, 2022

The pandemic situation in New Hampshire has improved since our last update. The COVID Omicron variant surge has eased and we are seeing a pronounced reduction in infection, transmission and hospitalizations. With that in mind, our Concord walk-in center will be opening to the public on Tuesdays, Wednesdays and Thursdays, beginning on Tuesday, March 15th, 2022. Safety protocols that were in place prior to closing are still in place, including mandatory masking and maintaining a six-foot distance between others in the walk-in center. 

116 North Main Street
Concord, NH 03301
T-Th 9:00 AM - 4:00 PM

For the time being, the remainder of our walk-in customer service centers will remain closed.

See you soon!

 

December 17, 2021 - Concord Walk In Center Closed to the Public

Due to an increase in positive COVID-19 cases and for the health and safety of our communities, our Concord walk in center is now closed to the public. Customers can continue to access drop boxes at our walk-in locations. Customers can continue to access drop boxes at all walk-in locations. We offer many different ways for customers to pay their bill. Click the link below to view all payment options.

Alternate Payment Options

 

October 29,2021 - Current Social Distancing and Safety Protocols Continue

We are continuing to follow recommended safety protocols to prevent the spread of COVID-19. Please note most of our walk-in centers are still closed. Our Concord walk in center is open to the public. If you visit our Concord walk-in center, please note all customers are required to wear a mask and maintain a 6 foot distance from others. Only two customers are allowed inside the lobby at one time. Customers can continue to access drop boxes at all walk-in locations. We offer many different ways for customers to pay their bill. Click the link below to view all payment options.

Alternate Payment Options

 

January 26,2021 - Current Social Distancing and Safety Protocols Continue

We are continuing to follow both the mandated and recommended safety protocols to prevent the spread of COVID-19 until it is considered safe to begin lifting restrictions. Customers can continue to access drop boxes at our walk-in locations. Our customer service teams are also available to take your calls. If you are facing financial uncertainty, we urge you to call us to discuss payment options and available assistance. We are here to help.

 

OCTOBER 30, 2020

In order to allow our customers the opportunity to pay their bill in person, our Concord walk-in center will be opening on Monday, November 2nd. 

116 North Main Street
Concord, NH 03301
M-F 9:00 AM - 4:00 PM

The remainder of our walk-in customer service centers will remain closed until further notice. 

 

OCTOBER 13, 2020
COLLECTIONS ACTIVITY RESUMES FOR RESIDENTIAL CUSTOMERS

On March 13, Liberty Utilities suspended service disconnections due to non-payment. This decision was made in order to support our customers experiencing financial difficulty during the COVID-19 crisis. In connection to this decision, we also waived late fees on customer accounts.

In addition to these actions directly impacting our customers, Liberty donated food, money and supplies to vital organizations in our local communities who are serving our friends and neighbors during these difficult days. Some of these agencies are working directly to assist those impacted by providing help with utility payments.

As our state moves toward re-opening businesses and resuming normal operations, we have restarted our collections process for past due accounts.

Collections for commercial accounts began on September 15, 2020. Beginning on October 13, 2020, we will resume collections on residential accounts, which could result in service disconnection. We will not be reinstating late fees until April of 2021. Here are some important things you should know:

• Our primary goal is to work with you to avoid service disconnection or additional fees.
• We have expanded our Special Payment Arrangement (SPA) programs to allow for additional time to spread out past due balances and make payments more manageable, but the extended arrangements are only available for a limited time.
• We are monitoring various agencies who may be able to provide financial assistance for some portion of your bill so call us to learn more.
• Our agents stand ready to help develop a plan that works best for you but it is critical you call us as soon as possible to make arrangements for your account before you are in danger of being shut off. Once we resume disconnections, we expect our call volume to increase significantly. This may result in longer wait times. Thank you in advance for your patience.

These are uniquely challenging days in our community and our hearts go out to those who have been impacted directly by this health crisis, especially those who have lost loved ones. We are honored and humbled to be your natural gas supplier and we look forward to safely and reliably supplying your needs for many years to come. Stay safe and stay healthy.

 

JULY 15, 2020

Community Action Programs Accepting Applications for Governor’s Housing Relief Program for NH Residents Impacted by COVID-19

The Governor’s Office of Emergency Relief and Recovery (GOFERR) has announced the New Hampshire Housing Relief Program, an initiative designed to keep people from losing thier housing due to COVID-19 and to secure or maintain permanent housing. Assistance is available to anyone with no income limitations. Applications are available starting June 30th, 2020.

View CAPNH Flyer or visit www.capnh.org for more information.

 

JUNE 9, 2020

We hope this message finds you and your family healthy and safe. As we adjust to our new normal, we wanted to provide you with another update regarding our services and what you can expect from Liberty Utilities in the coming weeks.

Walk-in Center Update

To protect the health and safety of our employees and the community, we will keep our customer walk-in centers closed until further notice. Please continue to use our alternative payment methods that can be found on our website. We appreciate your patience and look forward to sharing updates as soon as they are available.

Ways We Support our Customers and Communities

On March 14, Liberty Utilities suspended service disconnections due to non-payment. This decision was made in order to support our customers experiencing financial difficulty during the COVID-19 crisis. In connection to this decision, we also waived late fees on customer accounts.

In addition to these actions directly impacting our customers, Liberty donated food, money and supplies to vital organizations in our local communities who are serving our friends and neighbors during these difficult days. Some of these agencies are working directly to assist those impacted by providing help with utility payments.

Disconnections and Late Fee Update

As our state moves toward re-opening businesses and resuming normal operations, we have extended our suspension of disconnections for nonpayment until further notice. In doing so we are concerned that some customers may accrue a large unpaid balance that could be difficult to pay when collection activities resume. Here are some important things you should know:

• Our primary goal is to work with you to avoid unmanageable bills, service disconnection or additional fees.
• We have expanded our Special Payment Arrangement (SPA) programs to allow for additional time to spread out past due balances and make payments more manageable.
• We are monitoring various agencies who may be able to provide financial assistance for some portion of your bill so call us to learn more.
• Our representatives stand ready to help develop a plan that works best for you but it is critical you call us as soon as possible to make arrangements for your account before bills become unmanageable.

Natural Gas Customers: 1-800-833-4200

Electric Customers: 1-800-375-7413

Keene (Propane/Air/CNG) Customers: 603-352-1230

Once we resume disconnections, we expect our call volume to increase significantly. This may result in longer wait times. Thank you in advance for your patience.

These are uniquely challenging days in our community and our hearts go out to those who have been impacted directly by this health crisis, especially those who have lost loved ones.

We are honored and humbled to be your natural gas supplier and we look forward to safely and reliably supplying your needs for many years to come. Stay safe and stay healthy.

 

MAY 8, 2020

With the ever evolving COVID-19 situation, we wanted to provide you with an update as we continue to provide critical services to our customers and communities.

Supporting our Communities

On April 8, 2020, Liberty Utilities announced a $500,000 donation to support communities within its service territories across the US and Canada during the COVID-19 pandemic. We are pleased to share with you the following organizations have been chosen as local recipients:

• New Hampshire Food Banks
• Neighbor Helping Neighbor

Liberty employees participated in the selection of local organizations that they felt provided much-needed support to our customers and our communities. These organizations hold a special place in the hearts of our employees, and we thank them and so many other deserving organizations for serving our communities in such impactful ways.

Continuing to Support You, Our Customers

As a reminder, Liberty Utilities has suspended service disconnections for non-payment for residential and business customers until further notice. We continue to provide resources for residential and business customers facing financial hardship including payment arrangements with no penalties. We encourage customers to keep up with their payments so bills don’t accumulate and cause further hardship. If you have questions about our payment programs, please contact our customer service department for assistance at 1-800-375-7413. 

Many of us continue to find ourselves at home more often. Here are some tips from the Liberty team to help you manage your utility usage and bills during this unprecedented time.

• Water Saving Tips (and water heating) https://www.youtube.com/watch?v=mNa9Ml7etr8
• Electricity Savings Tips https://www.youtube.com/watch?v=wxrFSwVb4uA
• Electricity Saving Tips – Streaming https://www.youtube.com/watch?v=tNer4Ej5MNU

 

Walk-in Centers Closed Until Further Notice

For the health and safety of our communities, our walk-in customer service centers will remain closed to the public until further notice. We are working on a plan for reopening and will update you when the plan is finalized. Please continue to utilize our alternate payment options. 

Thank you for your continued trust.  We will continue to send updates as they happen.

 

APRIL 17, 2020

Resources for residential and business customers facing financial hardship

For residents in need of assistance, the United Way 211 program can help match you with local programs including health, nutrition and financial services.

For small businesses needing financial assistance please contact the Small Business Association. They have a Payroll Protection Program, Load Advances, Bridge Loans and Debt Relief.

Local Assistance for residential electric customers

Local Assistance for residential gas customers

Also please note that the application for the Fuel Assistance Program LIHEAP has been extended through the end of May.

 

APRIL 9, 2020  Liberty Utilities Donates $500,000 to Support Local Communities During COVID-19 Pandemic

On April 8, 2020, Liberty Utilities announced a $500,000 donation to support communities within its service territories during the COVID-19 pandemic.

Learn More

 

March 24, 2020 Fuel Assistance Extension

With the financial strain from the COVID-19 pandemic, the NH Office of Strategic Initiatives has extended the Fuel Assistance Program to new applicants in need through May 29, 2020. For more information, please contact your local Community Action Agency (in link below). To view the official letter from the NH Office of Strategic Initiatives click here.

 

MARCH 22, 2020 Walk-In Centers Closed Until Further Notice to Protect Health and Safety

For the health and safety of our communities, we are closing our walk-in customer service centers until further notice. Customers can continue to access drop boxes at our walk-in locations. Our customer service teams are also available to take your calls. We recognize that many of our customers are experiencing financial uncertainty. If you are facing a potential hardship, we urge you to call us to discuss payment options and available assistance. We are here to help.

We know our customers and communities depend on us now more than ever. Rest assured, we take this responsibility to heart. We remain focused on providing safe, reliable electricity and natural gas, and we are ready to respond to any emergencies.

View payment options

Gas Customers Call us at: 1-800-833-4200

Electric Customers Call us at: 1-800-375-7413

 

WEDNESDAY, MARCH 18, 2020  NH Energy Efficiency Programs Suspended

In a joint communication to the NH Public Utilities Commission (PUC), the NH utilities have temporarily suspended certain Energy Efficiency program offerings out of an abundance of caution due to COVID-19. 

The NH Utilities plan to temporarily suspend on-premise services, including energy efficiency assessments, incentives for direct install services, and in-building evaluation activities, as well as any other in-person activity deemed to create an unnecessary risk of exposure effective March 19, 2020. The NH Utilities anticipate the temporary suspension period lasting through at least April 6, 2020 but will continuously reevaluate.

Customers that are actively in the process of installing energy efficient upgrades will still be eligible for incentives. Please note that this temporary suspension of limited energy efficiency services does not impact core utility functions.

To read the full communication submitted to the NH Public Utilities Commission, please click here. 

 

SATURDAY, MARCH 14, 2020 Liberty Utilities suspends service disconnections for residential and business customers in response to COVID-19

To assist customers and communities during the rapidly evolving COVID-19 public health emergency, Liberty Utilities has suspended service disconnections for non-payment. This temporary suspension, which will continue until further notice, includes residential and business customers.

We encourage customers who have questions or who may be facing potential hardship to contact our customer service departments. We offer a variety of payment options and can assist customers with payment arrangements should they be needed.

“We recognize our customers count on the essential services Liberty provides,” said Brent Baker, Liberty Utilities Vice President of Customer Experience Operations.” With the uncertainty surrounding this virus, we want to ensure our customers have access to the services they need to help maintain their health and safety. “

Liberty continues to actively monitor the situation, and our teams are taking all necessary measures to ensure the safe and reliable delivery of services to our customers.

 

FRIDAY, MARCH 13, 2020 At Liberty Utilities, delivering electricity, gas, and water safely and reliably to our customers is always our primary goal. With the rapidly evolving COVID-19 situation, we wanted to provide you with an update on the actions we’re taking across our company to protect the health and safety of our customers and employees and to help ensure that the communities we serve can continue to count on the critical services we provide.

Supporting the health and safety of our employees

• We have a pandemic preparedness plan in place and have established a task force that is working with guidance from the Centers for Disease Control and Prevention (CDC). This task force has spent several weeks preparing for how the virus might impact our organization and the communities we serve, and how to respond appropriately.
• We continue to monitor the situation and actively share updates and information with our employees so that they can keep themselves and their families safe.
• We have provided additional protective supplies and equipment to our frontline employees. We have limited employee travel, limited in-person meetings, and postponed larger gatherings and events.
• To prevent the spread of the virus, we’re encouraging anyone who feels sick or has concerns regarding potential exposure to stay at home.

Protecting our customers

• Customers may notice our customer service representatives and field team wearing gloves and additional protective equipment. You may also notice changes in how we greet customers in our contact centers and on service appointments, including social distancing of at least 6 feet. We hope you understand that this is for both customer and employee protection.
• While our customer walk-in centers remain open to serve you, to practice social distancing, we encourage our customers to utilize our other payment methods available on our website, and to call us with questions at 1-800-833-4200.

View Payment Options  

Ensuring the delivery of safe and reliable service

Utilities must often respond to extreme conditions and disasters. We plan and practice regularly to help ensure continuity of service. We take this responsibility seriously. As part of our pandemic response, we are implementing our emergency plan and quickly adjusting to conditions of the current COVID-19 situation to ensure safe and reliable service to our customers and communities.