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customer care


Budget Payment Plans
Budget payment plans allow customers more affordable payments by averaging higher winter bills with lower summer bills. This helps to spread the cost of winter heating over the entire year. To learn more and find out if you are eligible, please call our Customer Care Center at (800) 292-5012.


Installment Payment Plans for Overdue Balances
Customers may enter into an installment payment plan to pay overdue charges. Berkshire Gas will allow a minimum of four months for the customer to pay overdue balances. A down payment may be required. To learn if you are eligible for a payment plan and the specific details of the plan, please call (800) 292-5012.


Low-Income Discount Rate
Discounted non-heating and heating delivery charges are available to low-income residential customers that: Qualify for any means-tested public benefit program; OR Are eligible for the Low-Income Home Energy Assistance Program (LIHEAP) or its successor program; AND the household's gross income does not exceed 60% of the state median income (SMI) level.

Please call (800) 292-5012 for more information.


Financial Hardship
Financial Hardship is certified when residential customers meet the income eligibility guideline for the Low-Income Home Energy Assistance Program (LIHEAP).

Please call (800) 292-5012 for more information.


Protection from Disconnection
Protection from disconnection of gas service due to non-payment is provided when:

  •  All members of the household are sixty-five years of age or older (written proof of age required);
  •  The customer cannot afford to pay the overdue utility bills because of financial hardship (written declaration of financial hardship required); AND
    • All adult members of the household are sixty-five years of age or older; AND a minor child resides in the home (written proof of age required).
    • A member of the household has a physician-certified "serious"illness.
    • A child under twelve months of age resides in the home. (Written proof of age required)
    • The customer heats the home by natural gas. Protection from disconnection of service is only provided during the winter period of November 15 to March 15.

Please call (800) 292-5012 for more information.


Berkshire Gas RAMP Program

If you are experiencing a financial hardship in which your household income is within sixty percent (60%) of the State Median Income (SMI) guideline, you may be eligible for The Berkshire Gas Company, Residential Arrearage Management Program (RAMP).  The RAMP program forgives past due bills for qualified low income residential customers, that have active accounts that are three hundred ($300) dollars and sixty (60) days or more past due. Forgiveness of the past due balance is extended “one-time” only. Forgiveness credits are applied over time, on a monthly basis, and conditional upon a monthly customer payment of the current charges over a minimum twelve (12) month payment agreement.  Program participants receive forgiveness credits to their past due account once all program requirements have been met. (Some restrictions may apply.)
For more information click here.

Other Financial Assistance Resources

Low-Income Home Energy Assistance Program (LIHEAP)
A federally funded program to assist eligible low-income households pay a portion of home winter heating bills. LIHEAP is available to both homeowners and renters. Eligibility and payment amount determined by family size and gross annual household income.

Heating Emergency Assistance Retrofit Task Weatherization Assistance Program (HEARTWAP)
This grant program provides low-income, fuel assistance-eligible homeowners with assistance for:

  • Heating system repair/replacement services
  • Heating system cleanings
  • Free energy, health and safety audit
  • Free attic and/or side-wall insulation, air sealing, weather-stripping and other winterization energy repairs


LIHEAP and HEARTWAP available through:

Berkshire Community Action Council

Pittsfield (413) 445-5671
North Adams (413) 663-3014
Great Barrington (413) 528-1947

Community Action of the Franklin, Hampshire and North Quabbin Regions

Franklin County (413) 774-2318 
Hampshire County (800) 370-0940

Good Neighbor Energy Fund
The Good Neighbor Energy Fund provides electric, gas, or oil heating assistance to Massachusetts residents with gross household income between 60% and 80% of state median income (SMI) level. This program is funded by Massachusetts utilities and utility customers. The grant per eligible household is $350 per season regardless of amount owed.

The Good Neighbor Energy Fund is administered by the Salvation Army.

Amherst (413) 586-5243
Great Barrington (800) 262-1320
Pittsfield (413) 442-0624
North Adams (413) 663-7987
Greenfield (413) 773-3154

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