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COVID-19 (Coronavirus) Updates

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COVID-19 (Coronavirus) Update

March 17, 2020:

Dear Valued Customer:

The health and safety of our customers and employees is HG&E's top priority. Our team is actively monitoring the rapidly evolving situation with COVID-19 (coronavirus) and following guidance from local, state, and federal agencies. As your utility provider, we also understand the importance of ensuring the continuity of critical utility services and meeting the needs of our customers.

As we strive to provide our customers with the highest level of customer service and support, we have several convenient channels, which do not require a physical visit to HG&E’s Main Office, including the following:

  • Start, Stop, Move, or Upgrade Service: www.hged.com/start
  • Pay Online: wwww.hged.com/payonline
  • Pay Over-the-Phone: (413) 536-9300 (Option 5)
  • Contact Customer Service: (413) 536-9300 (Option 2)
  • Contact Emergency Service: (413) 536-9300 (Option 1)
  • Other Online Forms: www.hged.com/forms

In order to protect our employees, as well as the general public, we have decided to close our Main Office at 99 Suffolk Street, out of an abundance of caution. Customer Service remains open during regular business hours (8:30 a.m. – 4:30 p.m.); please call if you need assistance with your account.

HG&E has taken several important precautions to ensure continuity of service:

  • Restricting visitors and contractors from HG&E facilities
  • Limiting non-emergency work
  • Staffing essential personnel on rotating shifts
  • Implementing work from home policies to limit employee interaction
  • Requiring employees to take precautionary social distancing measures
  • Administering additional advanced cleaning measures at HG&E facilities

In addition, the Massachusetts Department of Public Utilities (DPU) has extended the shutoff moratorium for residential customers until further notice. HG&E is always available to assist customers with payment plans. During this time, we encourage you to make whatever payments you can, in order to avoid large arrearages.

HG&E is fully prepared to respond to any emergency situations and has sufficient staff on hand to administer customer requests. HG&E employees are prepared to be responsive to emails and phone calls as usual, thanks to our information technology resources. 

As always, HG&E appreciates the trust you place in us as your local utility company, and are grateful for your patience during this situation. We will continue to monitor the situation and communicate with you if there are updates or events that may impact our services.  Please contact us with questions, (413) 536-9300 or customer_accounts@hged.com.

Sincerely,

Your neighbors at HG&E

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Email | (413) 536-9300