COVID-19 and Our Response
Your safety and the safety of our communities is our priority. As the situation surrounding the coronavirus continues to evolve, we are taking extra measures to ensure the ongoing safety of our customers and employees while delivering safe, reliable service to you.
RG&E will begin to resume work that was delayed by the COVID-19 situation. RG&E President and CEO Carl Taylor shares a message with you about the phased approach and what you can expect.
Help With Bills
- Residential customers and small businesses with 25 or fewer employees: If you have experienced a change in financial circumstances due to the COVID-19 pandemic, we can provide options to protect your service. Disconnection protection and payment plans with no down payment, fees, or interest are available to help our residential and small business customers, but it's important you contact us at 877.266.3492 or use our online form. Contact us today to learn how we can help.
- Please call us if you would like to discuss your account and manage your payments.
- You may qualify for assistance. Please visit our Help With Bill page or call 877.266.3492 to learn more.
- HEAP is currently open and accepting applications. Emergency HEAP will open January 3, 2022.
- Project SHARE Heating Fund. Your donation helps income-eligible customers with energy emergencies. Active duty military personnel and well-discharged veterans with an active disconnect notice may qualify for help regardless of income. Thank you!
- Emergency Rental Assistance Program - New York has $2.7 billion in rent relief funds from the federal Emergency Rental Assistance Program. This program provides rental and utility relief payments to help eligible renters maintain housing stability. Visit otda.ny.gov/programs/Emergency-Rental-Assistance/ or call 844-NY1RENT (844-691-7368) to learn more and see if you qualify.
- HEAP Regular Arrears Supplement Benefit - $150M in funding is now available to help HEAP-eligible customers who have fallen behind on their utility bills during the COVID-19 pandemic. Administered by the New York State Office of Temporary and Disability Assistance, the Regular Arrears Supplement Benefit is available to customers who are eligible for HEAP and are behind on their heating utility bills, but do not qualify for the utility assistance offered by New York's Emergency Rental Assistance Program.
Online Account Management Tools
Try our convenient digital tools:
Maintaining Safe and Reliable Service for You
For your safety, please note the following service adjustments:
- Service visits: As we resume previously suspended work that requires entry into customer homes, we continue to take precautions for your safety and ours. We will continue to practice physical social distancing in our interactions, wear appropriate personal protective equipment as necessary and confirm if anyone in your household is sick, experiencing symptoms, or tested positive for COVID-19 so that we can reschedule or take appropriate measures as needed.
- Pay in Person: We are temporarily closing our walk-in offices until further notice. We encourage you to pay online. If you must pay in person, please confirm whether the locations are open before traveling.
- Energy Efficiency Programs: Energy Efficiency programs have resumed after temporary suspensions due to COVID-19. Prior to resuming program activities, our program partners are required to review and adhere to all New York State Safe Return to Work guidelines. Visit our Smart Energy page and for more information on programs that can help you save money and energy.
- Scam Alert: We have recently received reports of scammers attempting to take advantage of the current public health crisis. We urge customers to be on the alert. Learn more about how to protect yourself from scams.
- Report coronavirus fraud and get more info at justice.gov/coronavirus
Food Bank of Central New York
Counties Served: Cayuga, Chenango, Cortland, Herkimer, Jefferson, Onondaga, Oneida, Madison, Lewis, and Cortland
Food Bank of the Southern Tier
Counties Served: Broome, Chemung, Schuyler, Steuben, Tioga, and Tompkins
Counties Served: Allegany, Genesee, Livingston, Monroe, Ontario, Orleans, Seneca, Wayne, Wyoming, and Yates
Regional Food Bank of Northeastern New York
Direct customers to the Find Food tab
Counties Served: Albany, Clinton, Columbia, Delaware, Dutchess, Essex, Franklin, Fulton, Greene, Hamilton, Montgomery, Orange, Otsego, Putnam, Rensselaer, Rockland, Saratoga, Schoharie, Schenectady, Sullivan, Ulster, Warren, and Washington
RG&E, in partnership with the Avangrid Foundation, recently announced an additional donation of $125,000 to emergency response organizations in the Greater Rochester region to support their ongoing COVID-19 response and recovery efforts. The funds will be distributed to the Rochester Community Crisis Fund and five local food resource organizations and programs.