Keeping you safe during COVID-19

The health and safety of our customers, communities and employees is our highest priority. We continue to monitor current events and want to keep you updated on the proactive steps we have been taking in response to the COVID-19 pandemic.

Our employees continue to operate to ensure all of our customers have safe, reliable natural gas service throughout this pandemic. We are ensuring that our system is safe and, if an outbreak would occur in our service territories, have plans in place to suspend all non-emergency work if necessary.

 

Managing bills and payments

We know this could be a time of financial hardship. So, we've voluntarily suspended shutoffs for nonpayment in response to the COVID-19 pandemic. In addition, we're offering to customers who indicate either an impact or hardship as a result of COVID-19 our most flexible payment plans, and we will suspend late payment charges until May 1.

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Other helpful information

Your payment options

We have a variety of socially distant payment options available for you during this time. You can call us, pay online, pay by mail and more.

See All Payment Options

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Managing energy use

With more people at home, utility bills could be higher next month. Don’t forget that there are a variety of energy efficiency tips that you can act on at home during the pandemic.

Get Our Tips


Putting all of our focus on the most important work

To do our part to help protect our customers, employees and those most vulnerable, we will stop some types of work until further notice. By doing this, we’ll be able to put all our focus on the most essential work to ensure that our system remains safe and reliable.

Most work that customers request, such as starting and stopping service, will continue to be available. But we may not be able to complete other types of requests. If you have already scheduled work that we will not be able to complete, we will contact you.

We’re sorry for the inconvenience our work change may cause for some customers, and ask for your patience as we focus our energies on protecting customers, communities and employees. We look forward to resuming normal operations when it is safe to do so.


Suspending energy efficiency programs

Out of an abundance of caution about the spread of COVID-19, Columbia Gas is temporarily suspending Residential Energy Efficiency services, including home energy assessments and other efficiency services that require entering your home. We understand that will cause a delay in efficiency improvements to your home, but we believe this is a safer course of action for you, your families and the contractor network providing these services. Learn more about this decision from MassSave.

We will contact you to reschedule your home energy assessment and other efficiency services as soon as possible.

Get energy efficiency tips

While some of our in-home energy efficiency programs are on hold, don’t forget that there are a variety of energy efficiency tips that you can act on at home during the pandemic.

See Home Energy Tips

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Safety precautions

Our employees are taking all appropriate precautions to keep themselves and our customers safe. To help reduce the spread of COVID-19, until further notice, employees whose positions allow it are working remotely. For those critical employees who must report in person to complete their work, additional precautions are being taken to minimize the spread.

For any work that does continue and requires our employees to enter your home, you may notice we’re taking a few additional precautions.

  • We will ask for anyone in your home with a contagious illness to please keep their distance as we’re working so we can help prevent spreading illnesses and continue to provide service to you and all of our other customers.
  • We won’t shake your hand. We promise, it’s not you. It’s another way to keep everyone safe.
  • You may notice our gloves, shoe coverings, disinfectant wipes or other protective gear; don’t be alarmed. Our team carries these items to preserve the condition of your home and the homes of other customers.

Scammers may try to target you

Scams related to the COVID-19 outbreak are on the rise. We will never call you directly to ask for account or payment information. We also never demand payment through a prepaid debit card.

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Other important safety information

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Report Gas Leaks

Learn how to detect natural gas and safely respond to the situation.

Learn How to Report

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Carbon Monoxide

We care about your safety, and it’s important for you to know the risks of carbon monoxide.

Learn More

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Call 811 Before You Dig

Big or small – begin your next home improvement project with a call to 811.

Read the Steps


These changes may inconvenience some customers, and we apologize in advance. We look forward to resuming normal operations when it is safe to do so.

Looking for the latest COVID-19 information? We recommend the CDC's website.


Have an emergency?

If you smell gas, think you have a gas leak, have carbon monoxide symptoms or have some other emergency situation, go outside and call 911 and then our emergency number at 1-800-525-8222.