Q: How will the COVID-19 pandemic impact our Energy Efficiency programs?
A: The Governor of New Hampshire has declared a state of emergency and governments,
schools, businesses and citizens are all taking action to limit interaction and spread of the virus.
Due to this serious and quickly evolving situation, we have announced significant impacts to
multiple elements of the 2020 Energy Efficiency programs. While energy reductions achieved by
the energy efficiency programs help improve long-term public health, the emerging and
immediate COVID-19 pandemic concerns facing our communities must take precedence.

Q: Will this directly affect In-Home and On-Premise Visits?
A: The New Hampshire Utilities are temporarily suspending any non-essential work and
appointments that require a contracted vendor to enter a customer’s home (“in-home”) or
business (“on-premise”) or come in close, physical contact with other individuals.

Q: What’s the difference between a contracted vendor and a trade ally?
A: A contracted vendor has been fully vetted, has a signed contract with the Utilities or one of
its contracted vendors and is working under their discretion and at their direction. A trade ally
is a company working through a prescriptive or upstream rebate/incentive program and
operating solely under a direct contract with the customer, not a Utility. Work by trade allies is
performed solely at their own discretion subject to mutual agreement between them and the

Q: Does this include appointments already scheduled?
A: All visits through at least April 6, 2020 must be rescheduled. We are working to develop
unique ways to work collaboratively during this time, while still following necessary safety
procedures and practices and continuing to seek guidance from the State, the Public Utilities
Commission, the Department of Health and Human Services, local Boards of Health, and other
trusted sources.

Q: When can we expect to resume In-Home and On-Premise Visits?
A: We will communicate an official date to recommence in-home and on-premise services
when, based on guidance from state and local public health officials, we feel it is appropriate to
do so. We want to be able to resume services as quickly as possible. We plan to work with
public health experts and officials to determine when we can safely resume services and will
provide updates as we have more information.

Q: Will customers be able to move forward with any efficiency activities during this time?
A: During the temporary suspension of on-premise services, the Utilities plan to continue all
other energy efficiency services, including:

  • Upstream offerings
  • Retail rebates
  • Active Demand Response
  • Trade ally driven C&I incentives

Q: What if a customer would like to move ahead with work in their home despite the
A: The safety of our customers and contractors must take precedence during this time. We are
unable to pay incentives associated with in-home services during this period. This includes work
associated with a weatherization contract.

Q: How do we handle projects that are partially completed?
A: In the event that a building is open to the environment or left unsafe, then the contractor
can return with prior approval of the customer and the Utility program administrator to make
the home safe. All necessary precautions must be taken to minimize any exposure with the
customer. All other in-home and on-premise visits are temporarily suspended.

Q: What can we do about equipment left on-premise prior to the temporary suspension of
onsite services?
A: Contact your utility program administrator who can assist you with issues related to
incomplete jobs.

Q: Are Technical Assistance (TA) studies still being conducted?
A: If the TA firm is a contracted vendor with one of the Utilities, all on-premise work is
suspended until further notice, but any analysis or other work that does not require an onpremise
visit can and should continue. If the TA firm is not a contracted vendor, all work is done
at their discretion, subject to mutual agreement between them and the customer.

Q: Are refrigerator pickups permitted, as long as the refrigerator is left outside?
A: Yes, provided there is no customer contact. The vendor should ensure all recommended
precautions are being taken regarding social distancing.

Q: Can exceptions be made for refrigerator repair/replacements or specific heating/hot water
replacements in case of emergency (e.g., medicines and food needing refrigeration)?
A: Please confirm with your Utility program administrator in advance. We are allowing
emergency appliance and heating/hot water replacements that may affect occupant health for
Home Energy Assistance program customers.

Q: Is there an official notice to send to customers?
A: We are currently developing customer-facing FAQs and will share when available. In the
meantime, the email that was sent out from the Utilities can be used to inform customers of
the issue.

Q: Will Utility employees working remotely create any delays in processing payments?
A: We are working remotely and all have access to our systems, so we do not foresee any
delays. We can pay all projects that are partially complete. Invoice the measures that have
been installed, and we can initiate a second phase when the suspension is lifted.

Q: Where can I go for the most up-to-date decisions on efficiency projects?
A: We continue to work closely with our state and local partners and will be providing frequent
updates to this FAQ page.

Q: Where can I find health and safety guidelines?
A: We advise that you follow the health and safety guidelines set forth by the Centers for
Disease Control and Prevention (CDC). These can be found here.

Q: Who can we contact if we have pressing questions on a specific project?
A: Please reach out to your Utility contacts if you have questions about specific projects and
cannot find an answer within this FAQs document.