Written & Reviewed by
Massachusetts utility help
Last updated: October 10, 2026
Massachusetts has several ways to lower or prevent a dangerous utility bill problem, but the right route depends on what you owe, who supplies the service, and whether the problem is heating, electricity, gas, water, or phone service. Older households also have important shutoff protections that are easy to miss.
Bottom Line
If you are struggling with winter heat, start with the Massachusetts HEAP program. For the 2026–2027 heating season, applications opened October 1, 2026, and the program runs from November 1, 2026 through April 30, 2027. HEAP can help renters and homeowners, including some renters whose heat is included in rent.
If your electric or gas service is already off or a shutoff is close, call your utility first and tell it about any age, medical, infant, or winter-heating protection that applies. If the problem is not resolved, call the Massachusetts Department of Public Utilities (DPU) Consumer Division at 1-877-886-5066 or 617-737-2836.
If You Have No Heat or Face Shutoff
Act before a regular bill-help application finishes. Call the utility or fuel company now. If electric or gas service is off or about to be shut off, the DPU Consumer Division can help with regulated utility problems.
If everyone in the home is 65 or older, electric or gas service cannot be shut off without DPU approval. Other protections may apply for financial hardship, serious illness, an infant, certain older-adult households with a minor, or winter heating. These rules do not erase the debt.
For broader crisis help, see GFS’s Massachusetts emergency help guide or dial 2-1-1.
Start Here
- Identify the bill. Is it your primary heating fuel, electric or gas utility, municipal utility, water bill, or phone/internet bill?
- Apply for HEAP if income may fit. One HEAP application can also connect an eligible household to weatherization and heating-system help.
- Call the company about bill relief. Ask about an income discount, arrearage management, a payment plan, and any shutoff protection that applies to your household.
If you need help finding other state programs, GFS also has a benefits portal guide and a broader Massachusetts benefits guide.
Which Route Fits Your Problem?
| Problem | Best first route | Important limit |
|---|---|---|
| Winter heating bill | HEAP through the local energy agency | Seasonal help; benefit depends on current funding and household facts |
| Electric or gas bill | Utility discount rate and payment assistance | Rules and discount level depend on income, household size, utility, and rate class |
| Old electric or gas debt | Arrearage Management Program (AMP) | You must meet utility program rules and keep agreed payments |
| No heat or unsafe system | HEARTWAP through the HEAP agency | Mainly for HEAP-eligible homeowners; work and funding are need-based |
| Drafty, costly home | WAP or Mass Save income-based services | Measures depend on home, service area, eligibility, and available program work |
| Utility shutoff crisis | Utility, DPU, and possibly RAFT | RAFT is housing-crisis help, not routine monthly bill assistance |
| Water bill | Local water department or regulated water company | There is no active federal LIHWAP benefit; local rules vary |
HEAP Is the Main Heating-Help Gateway
The Massachusetts Home Energy Assistance Program (HEAP), often called fuel assistance, helps eligible households pay part of their primary winter heating cost. It can cover oil, electricity, natural gas, propane, kerosene, wood, coal, and other primary heating sources. Payments normally go to the heating vendor.
Household income generally cannot exceed 60% of Massachusetts’ estimated State Median Income. The current FY 2027 income limits are below. The local agency decides eligibility because income counting and other household facts matter.
| Household size | Maximum annual income |
|---|---|
| 1 | $53,585 |
| 2 | $70,073 |
| 3 | $86,561 |
| 4 | $103,049 |
| 5 | $119,536 |
| 6 | $136,024 |
| 7 | $139,116 |
| 8 | $142,207 |
| 9 | $145,299 |
| 10 | $148,390 |
These are maximum FY 2027 guidelines. Ask the local agency how your household’s income is counted.
When and how to apply
The online portal opens October 1 each year. MASSCAP lists the current season as November 1, 2026 through April 30, 2027. First-time applicants complete an intake, and households reapply each year. Use the official HEAP application or the community action network. The Cold Relief Heatline is 1-800-632-8175.
What to gather
- Photo ID for the primary applicant.
- Names of household members.
- Heating company and account number.
- Lease, mortgage statement, or housing information.
- Proof of income for the prior 30 days.
Renters can apply, including some households with heat included in rent. If food costs are also a problem, see GFS’s Massachusetts SNAP guide.
Electric and Gas Discounts Change November 1, 2026
Income-eligible customers of investor-owned electric and gas utilities may qualify for a discounted rate. Starting November 1, 2026, Massachusetts is moving to six income tiers based on household income and size. The actual discount also depends on the utility and rate class.
The tiers run from up to 100% of the Federal Poverty Level (FPL), then through 125%, 150%, 175%, and 200% of FPL, with Tier 6 covering income above 200% of FPL and at or below 60% of State Median Income.
Important as of October 3, 2026: the state discount page says its company-specific percentages are still pending final tariff approval. This guide therefore does not treat those proposed percentages as final. Customers already receiving a discount do not need to re-enroll just because of the November change.
HEAP, SNAP, SSI, certain MassHealth categories, public or subsidized housing, and some veterans or family-assistance programs can support discount eligibility. A local Community Action Agency can also help with enrollment.
If You Owe an Old Electric or Gas Balance
An Arrearage Management Program (AMP) can reduce old utility debt for some income-eligible customers while they make required monthly payments. Massachusetts energy guidance uses a minimum past-due balance of $300 that is at least 60 days old, with enrollment in the income-eligible discount rate. Utility details can differ.
Ask the company for the income discount, AMP screening, and a payment plan in the same call. Keeping an agreed payment plan can also help protect service from shutoff.
RAFT can be an emergency backup
If a shutoff threatens housing stability, the state RAFT program may help. RAFT can provide up to $7,000 per 12-month period for eligible housing crises, including utilities, and a shutoff notice can document the crisis.
Most households must be below 50% of local Area Median Income (AMI); the limit can be below 60% of AMI for a household at risk of domestic violence. RAFT is emergency housing-stability help, not a routine monthly utility subsidy.
Massachusetts Shutoff Protections for Older Households
If everyone living in your home is age 65 or older, an electric or gas company cannot shut off service without DPU approval. Tell the utility before the shutoff date.
The Attorney General’s guidance also lists protections when a household has financial hardship and a serious illness, an infant under 12 months, all adults age 65 or older with a minor child, or heat-related service at risk during the winter period.
| Situation | Protection to ask about | What to prepare |
|---|---|---|
| Everyone is 65+ | DPU approval before electric/gas shutoff | Proof of ages if requested |
| Serious illness | Hardship plus medical protection | Medical certification and hardship information |
| Winter heat | November 15–March 15 heat protection with hardship | Hardship and heating information |
| Infant under 12 months | Hardship-based protection | Birth record and hardship information |
| 65+ adults with minor | Hardship-based protection | Age, household, and hardship records |
If service is off or about to be shut off and the utility does not resolve the problem, call DPU at 1-877-886-5066 or 617-737-2836.
Heating-System, Weatherization, and Cooling Help
Long-term savings may come from fixing a heating system, sealing leaks, adding insulation, or replacing inefficient equipment.
HEARTWAP
The HEARTWAP program provides heating-system repair and replacement for low-income households and mainly serves HEAP-eligible homeowners. During heating season, it focuses on defective or unsafe systems.
Weatherization Assistance Program
The Weatherization Assistance Program can provide air sealing, insulation, limited energy repairs, heating-system evaluation, and safety testing. HEAP-eligible households qualify; older adults are among priority groups.
Mass Save income-based services
Mass Save offers income-based efficiency help, including Home Energy Assessments, insulation, air sealing, heating and cooling upgrades, appliances, and in some cases replacement window air conditioners. Use the current income guide. Offers vary by service territory; municipal-light customers should also ask their local provider about its own programs.
For repairs beyond energy work, see GFS’s Massachusetts home repair guide.
If You Heat With Oil, Propane, Kerosene, or Wood
Delivered fuels do not work like regulated electric or gas service. A utility shutoff rule cannot require an oil or propane dealer to make a delivery, so early HEAP action matters.
Apply for HEAP and tell the local agency if fuel is nearly gone or the home has no heat. Ask the dealer about a budget plan or other payment arrangement while HEAP is processed.
Good Neighbor Energy Fund
The Good Neighbor Energy Fund, administered through The Salvation Army, serves Massachusetts residents in temporary financial difficulty who are not eligible for state or federal energy assistance. Its standard is generally income between 60% and 80% of State Median Income.
Freshness warning: on October 3, 2026, its public page still showed 2025–2026 dollar limits. This guide does not carry those figures forward. Confirm the current threshold and award with the fund or local Salvation Army.
For other community routes, see GFS’s Massachusetts charities guide.
Water Assistance Is More Local
The federal Low Income Household Water Assistance Program (LIHWAP) was temporary. The federal Administration for Children and Families says it ended in March 2024.
For municipal water, contact the city or town water department and ask about a senior or low-income discount, payment arrangement, leak adjustment, hardship process, and shutoff policy. Local programs vary.
For private water companies regulated by DPU, Massachusetts lists protections for households where everyone is 65 or older, someone is seriously ill, an infant lives in the home, all adults are 65 or older with a minor, or a tenant’s landlord is responsible for the bill. DPU’s Consumer Division can help with regulated private-water disputes.
If water shutoff threatens your ability to stay in the home, also screen for RAFT.
A Current Tribal LIHEAP Route
Mashpee Wampanoag Tribal citizens should check the Tribe’s own energy-assistance route before assuming the state HEAP process is the only option. The Mashpee Wampanoag Tribe announced on September 1, 2026 that it was accepting LIHEAP applications, with applications having opened June 15, 2026. The notice directs Tribal citizens to the Tribe’s Employment and Training Department for current application information.
Tribal program timing and funding can change separately from state HEAP. Confirm the current Tribal notice before applying.
Phone and Internet: Lifeline
If the household is also struggling with phone or internet service, the federal Lifeline program can reduce the monthly cost of one qualifying communications service per household. Massachusetts says households can qualify through income at or below 135% of the Federal Poverty Guidelines or through programs such as SNAP, Medicaid/MassHealth, SSI, Federal Public Housing Assistance, Veterans Pension and Survivors Benefit, and certain Tribal programs.
For 2026, the state lists the 135% income limit as $21,546 for one person and $29,214 for two people. See the current Lifeline limits for larger households. After qualifying through the National Verifier, the household must choose a participating provider. Massachusetts’ Lifeline application guide explains the process.
GFS also has a plain-language Lifeline guide for older adults.
How to Start Without Wasting Time
- Save every notice. Keep the bill, shutoff notice, and account number together.
- Identify the provider. Note whether it is investor-owned, municipal, a fuel dealer, or a water department.
- Gather income proof. Have pension, Social Security, wages, and other household income records ready.
- Apply for HEAP early. Do not wait until fuel is gone or termination is scheduled.
- Call the utility. Ask for the discount, AMP, payment plans, and shutoff protection.
- Keep notes. Record the date, representative, next step, and deadline.
Common Mistakes to Avoid
- Waiting for shutoff. Some protections need documents, so start early.
- Using last year’s income chart. HEAP and other programs update limits.
- Assuming age means automatic payment help. Age can strengthen shutoff protection, but financial programs still have eligibility rules.
- Assuming municipal utilities match investor-owned programs. Local discounts and efficiency offers differ.
- Paying to file HEAP. Massachusetts says HEAP is free.
- Using an old LIHWAP page. The federal water program ended in March 2024.
Reality Checks
Funding varies. HEAP, weatherization, and repair help depend on program rules and available funding.
Protection is not forgiveness. Keeping service on does not erase unpaid charges.
Utility territory matters. Municipal and investor-owned providers can offer different help.
November discounts are still being finalized. As of October 3, Massachusetts still labels company-specific tier percentages as pending tariff approval.
Denied, Delayed, or Sent to the Wrong Office?
If HEAP denies the application, ask the local agency for the written reason and appeal instructions. HEARTWAP and WAP also use the local energy-assistance network.
For an investor-owned electric, gas, or water dispute, try the company first, then use the DPU complaint process. For an active shutoff, call DPU.
If income is over the HEAP limit, ask about Mass Save Enhanced Incentives, Good Neighbor Energy Fund, payment plans, and local charities. If shutoff creates a housing crisis, screen for RAFT.
Phone Scripts You Can Use
Utility shutoff and age 65+
“Everyone in my household is age 65 or older, and I have a shutoff notice. Please mark that on my account and tell me what proof you need for the Massachusetts age-based shutoff protection. I also want to be screened for every discount and payment program on this account.”
HEAP agency
“I am applying for heating assistance for the 2026–2027 season. Please tell me whether my application is complete, which income documents you still need, and whether this application also puts me in line for weatherization or heating-system help.”
Past-due utility balance
“I am behind on my bill. Please check whether I qualify for the income discount, the Arrearage Management Program, and a payment plan. If I enter a plan, what payment must I make each month to keep the account in good standing?”
Municipal water or utility
“I am an older resident having trouble paying this bill. What senior or low-income discount, hardship protection, payment plan, leak adjustment, or emergency assistance does this utility offer? If I do not qualify, which local office handles emergency utility help?”
Resumen en Español
Massachusetts ofrece ayuda con calefacción y servicios públicos. HEAP puede pagar parte del costo de calefacción de hogares elegibles. Para 2026–2027, la solicitud abrió el 1 de octubre y la temporada es del 1 de noviembre de 2026 al 30 de abril de 2027.
Si todos los residentes tienen 65 años o más, la electricidad o el gas no se pueden cortar sin aprobación del DPU. También hay protecciones por dificultad económica en ciertas situaciones médicas, con un bebé, y durante el invierno cuando el servicio es necesario para calefacción.
Si el servicio está cortado o en riesgo, llame primero a la compañía. Si no se resuelve, llame al DPU al 1-877-886-5066. Para ayuda general, marque 2-1-1. Tenga la factura, aviso de corte, identificación e información de ingresos.
Frequently Asked Questions
What income qualifies for Massachusetts HEAP in 2026–2027?
Massachusetts generally limits HEAP to households at or below 60% of estimated State Median Income. For FY 2027, the published maximum is $53,585 for one person, $70,073 for two, $86,561 for three, and $103,049 for four. The local agency decides eligibility because income counting and other household facts matter.
Are Massachusetts seniors automatically protected from utility shutoff?
Not every older customer has the same protection. If everyone in the home is 65 or older, electric or gas service cannot be shut off without DPU approval. Other hardship protections can apply for serious illness, an infant, certain older-adult households with a minor, or winter heating. The debt can still remain due.
Can renters get HEAP if heat is included in rent?
Yes. Massachusetts says homeowners and renters can apply, including households whose heating cost is included in rent. The local agency reviews the housing arrangement, income, and other eligibility facts.
What can I do about an old electric or gas balance?
Ask the utility to screen you for its income discount, Arrearage Management Program, and a payment plan. AMP can reduce old debt for qualifying customers who make required monthly payments. If a shutoff creates a housing crisis, also screen for RAFT.
Is there a statewide Massachusetts water assistance program?
There is no active federal LIHWAP benefit; that temporary program ended in March 2024. For municipal water, start with the city or town. For a DPU-regulated private water company, shutoff protections and DPU complaint help may apply. RAFT may help in some utility-related housing crises.
Can a Massachusetts senior get help with phone or internet costs?
Possibly. Lifeline provides a monthly communications-service discount to qualifying households. Eligibility can be based on income at or below 135% of the Federal Poverty Guidelines or participation in programs such as SNAP, Medicaid, SSI, housing assistance, and certain veterans or Tribal programs. Only one Lifeline discount is allowed per household.
About This Guide
This guide uses official federal, state, local, and other high-trust nonprofit and community sources mentioned in the article.
Editorial note
This guide is produced based on our Editorial Standards using official and other high-trust sources, regularly updated and monitored, but not affiliated with any government agency and not a substitute for official agency guidance. Individual eligibility outcomes cannot be guaranteed.
Corrections
Please note that despite our careful verification process, errors may still occur. Email info@grantsforseniors.org with corrections and we will respond within 72 hours.
Disclaimer
This article is for informational purposes only and is not legal, financial, medical, tax, disability-rights, immigration, or government-agency advice. Program rules, policies, and availability can change. Readers should confirm current details directly with the official program before acting.
Last updated: October 10, 2026 · Next review: January 8, 2027
About the Authors