UPDATE: 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.
UPDATE: 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:
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:
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.
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.
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.
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.