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Eversource explains bills and customer‑assistance programs to Bedford Energy Commission
Summary
Eversource staff briefed the Bedford Energy Commission on how to read electric bills, supplier options and multiple assistance programs — including budget billing, winter plans, Neighbor Helping Neighbor and the Newstart debt‑forgiveness program — and encouraged residents to contact community action agencies or call 211 for help.
Eversource representatives addressed the Bedford Energy Commission on Nov. 20 to walk commissioners and town staff through the components of a typical electric bill and the company’s programs for customers facing hardship.
"Your usage is extremely important," said Greg O'Hadama of Eversource's community partnership and engagement team, explaining that a bill is split between supply (the wholesale cost of electricity) and delivery (transmission, distribution and a public‑policy portion that funds programs such as energy‑efficiency incentives). He urged customers to check the 13‑month usage graph on the bill and watch rate‑setting dates (presenters said supply and certain rates are updated Feb. 1 and Aug. 1).
Why it matters: Commissioners said better understanding bill components could help residents identify where to trim costs and whether alternative suppliers or community power options make sense.
Eversource laid out multiple enrollment and hardship options. The company described budget billing (an equal‑payment plan intended to smooth seasonal spikes), flexible payment arrangements that pause late fees and shutoff, and a regulated winter plan that extends arrangements through September. Presenters gave an enrollment phone number and said customers can also sign up online.
On income‑based and agency‑managed help, Eversource staff directed residents to local community action agencies. The company described the Electric Assistance Program (EAP), which a presenter said provides an energy discount linked to a 750‑kilowatt‑hour threshold and requires applicants to enroll via their community action agency.
Eversource’s Newstart program was a focal point for commissioners. According to the presentation, Newstart places qualifying customers on a manageable budget payment and reduces pre‑existing balances incrementally; staff said the company had "forgiven over $10,000,000 in bills" through the program. Neighbor Helping Neighbor was described as a one‑time grant (presented as up to $500) that community action agencies can apply for on behalf of customers with active disconnect notices; agencies can request a 10‑day hold to avoid imminent shutoffs.
The company also reviewed home‑energy measures: for income‑eligible households, presenters said Eversource funds 100% of eligible measures (insulation, air sealing, refrigerator replacement, pipe wrap) up to $15,000 per household. A market‑rate home energy performance program was described as covering 75% of eligible measures (up to $6,000) with 0% financing as an option; presenters pointed to nhsaves.com for program details.
On medical protections and scams: Eversource explained a physician‑certified medical status that can create temporary holds and underscored that company representatives do not demand immediate cash payments or ask customers to pay at retail outlets.
Commission reaction and follow‑up: Members asked that slides and the meeting chapter be posted on the commission web page to help residents find the programs; presenters recommended calling 211 for referrals to local agencies. The commission thanked Eversource staff for the presentation and said it would share the materials to raise awareness of available help.
What’s next: Commissioners asked staff to make presentation slides or a link to the materials available on the commission website and to keep outreach about hardship programs on future agendas.
