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Eversource and Avangrid tell PURA MPP redesign boosted forgiveness but arrears remain elevated
Summary
Companies reported roughly $43 million in arrears forgiveness in the first full year after the redesigned Matching Payment Program, said monthly state data matching doubled identified hardship customers, and argued some collection practices changed during COVID explain high arrears levels.
Representatives from Eversource and Avangrid presented joint data to the Public Utilities Regulatory Authority showing large arrears forgiveness since the November 2024 launch of the redesigned Matching Payment Program (MPP) and the implementation of monthly data matching with the state.
Jess Keane, Eversource vice president for customer operations, said Connecticut is among a small group of states that use full data matching with the state to identify customers eligible for hardship protections and described the redesign as expanding enrollment year‑round and converting existing programs into a single arrears management program. Theresa Washington, who manages credit and hardship programs, reported the companies delivered approximately $43,000,000 in forgiveness across utilities and said the redesign has helped up to about 30% of participating customers eliminate arrears in the first year of reporting.
Company presenters emphasized a confluence of changes: the May 2024 lifting of a lengthy pandemic moratorium, the move to monthly data matching (which more than doubled identified hardship customers), and multiple regulatory changes to collections practice that together produce higher arrears in Connecticut than in neighboring states. Companies proposed targeted revisions to payment arrangements and reconnect requirements as tools to reduce arrears costs that are ultimately borne by all customers.
