Last updated: May 20, 2026
Bottom line
If you are a single mother in Massachusetts and cannot keep up with heat, electric, gas, water, phone, or internet bills, start with Massachusetts Home Energy Assistance Program, often called HEAP or fuel assistance. HEAP can help eligible households pay part of winter heating costs. It can also connect you to shutoff help, heating system repair, weatherization, and utility discount rates.
For fast help, call your utility company, call the Cold Relief Heatline at 1-800-632-8175, contact Mass 211 utility help, and check the Massachusetts HEAP page. If you already have a shutoff notice, do not wait for your regular application to be processed. Ask for crisis help and ask the utility to place hardship protections on your account.
Urgent help if your utilities may be shut off
If you have no heat, a shutoff notice, a medical need, an infant in the home, or a serious safety risk, take these steps today:
- Call your utility first. Say you have a financial hardship and ask for shutoff protection, a payment plan, and the low-income discount rate.
- Call the Heatline. The Cold Relief Heatline is 1-800-632-8175. Ask for your local HEAP agency and say clearly if you have no heat or a shutoff notice.
- Use official shutoff rules. Massachusetts has protections for some households with financial hardship, including homes with a serious illness, an infant under 12 months, certain older adult households, and heat-related winter shutoff situations. Read the Massachusetts shutoff rules.
- Escalate if needed. If a regulated gas, electric, or investor-owned water company will not work with you, file with the DPU complaint office.
If there is a fire risk, medical emergency, carbon monoxide alarm, or life-threatening danger, call 911. Utility programs cannot replace emergency services.
Where to start
Start with the bill that can cause the fastest harm. For most families, that means heat, electricity, gas, or water.
If you have a shutoff notice
Call the utility, claim hardship if it applies, ask for a payment plan, and apply for HEAP. Keep the shutoff notice in front of you while you call.
If heat is broken
Apply for HEAP and ask your local agency about HEARTWAP. If you rent, also tell your landlord in writing and call your city inspection office if heat is not restored.
If the bill is too high
Ask for the low-income discount rate, budget billing, Mass Save help, and weatherization. These may lower future bills, not just old debt.
If HEAP is not enough
Ask about RAFT for housing-related utility arrears, the Good Neighbor Energy Fund, Mass 211 referrals, and local city or nonprofit help.
For broader support, see Massachusetts single mother help, help with bills, and energy bill help.
Quick help table
| Need | Start here | What to ask | Reality check |
|---|---|---|---|
| Winter heat bill | MassHEAP portal | Ask for HEAP and crisis review if there is no heat or shutoff. | Regular heating help is seasonal. Check current status before you plan around it. |
| Electric or gas shutoff | Your utility and DPU | Ask for hardship protection, discount rate, payment plan, and arrears program. | Protections usually require you to tell the company and provide documents. |
| Old utility debt | Your utility | Ask for arrearage management or forgiveness programs. | You may need to make agreed monthly payments to keep forgiveness. |
| Broken heating system | Local HEAP agency | Ask about HEARTWAP and emergency repair. | Renters should also contact the landlord and local inspection office. |
| Water bill | City water office | Ask for hardship, payment plan, leak review, or local discount. | Water help varies a lot by city and town. |
| Phone or internet | Lifeline | Ask for Lifeline and provider low-cost plans. | The federal ACP discount ended in 2024. Do not count on it unless it is renewed. |
HEAP fuel assistance in Massachusetts
HEAP is the main Massachusetts program for winter heating bills. It is also called Home Energy Assistance, LIHEAP, or fuel assistance. The state says HEAP helps eligible households pay part of winter heating costs. Homeowners and renters can apply, and the program can help with many heating sources, including gas, electric heat, oil, propane, kerosene, wood, and coal.
Apply online through the MassHEAP portal, call the Cold Relief Heatline at 1-800-632-8175, or use the agency finder to find your local agency. First-time applicants may need an intake appointment or extra document review. Returning applicants should still check the current season rules.
As of this update, FY 2026 HEAP income limits are based on household size and 60% of estimated state median income. These are examples, not the full chart. Confirm your exact household size with your local agency.
| Household size | FY 2026 income limit | What it means |
|---|---|---|
| 1 | $51,777 | One adult household |
| 2 | $67,709 | Parent and one child, or two adults |
| 3 | $83,641 | Parent and two children, or other three-person household |
| 4 | $99,573 | Four-person household |
| 5 | $115,504 | Five-person household |
| 6 | $131,436 | Six-person household |
HEAP amounts vary by income tier, household size, heating source, housing situation, and funding. HEAP is usually paid to the vendor or utility, not handed to you as cash.
Tip
Apply even if heat is included in rent. Some renters may still qualify. If you live in subsidized housing, have a utility allowance, or share a home, the agency may ask more questions before deciding.
Shutoff protections for Massachusetts families
Massachusetts has utility shutoff protections, but they are not automatic for every unpaid bill. You usually need to tell the utility that you have a financial hardship and give the proof they request.
State rules can protect some households from gas or electric shutoff without Department of Public Utilities approval when a financial hardship exists and one of these applies: someone in the home is seriously ill, an infant under 12 months lives in the home, all adults in the home are age 65 or older and a minor child lives there, or the service is needed for heat during the winter protection period.
Dates can change by order, and some advocacy groups report extended winter periods in some years. Use the official utility protection rules and call the utility before the shutoff date.
If you cannot resolve the problem with the company, contact the DPU Consumer Division. DPU handles complaints involving gas, electric, and investor-owned water companies. It may not handle every municipal light plant, city water account, cable bill, or private landlord utility dispute.
Common mistake
Do not assume that applying for HEAP by itself stops a shutoff. Call the utility and ask them to note the application, place hardship status on the account, and explain what proof they still need.
Utility company programs that can lower your bill
Your utility may offer two kinds of help: a discount rate for future bills and an arrearage plan for old debt. Ask for both. You can also ask for budget billing, due date changes, and a hold on shutoff while your HEAP or hardship documents are reviewed.
| Program | Who it may help | Where to ask | Reality check |
|---|---|---|---|
| Low-income discount rate | Customers who receive HEAP or other qualifying public benefits | National Grid discount, Eversource, Unitil | Discounts and proof rules vary by utility and rate class. |
| Arrearage management | Income-eligible customers with older past-due balances | National Grid AMP, Eversource RAMP | Many plans require on-time monthly payments to keep forgiveness. |
| New Start | Some Eversource customers behind on bills | Eversource New Start | The company will set a payment amount based on your account. |
| Unitil assistance | Unitil electric or gas customers in Massachusetts | Unitil rate relief | Ask about discount rate, arrearage help, and payment arrangements. |
| State affordability changes | Low-income gas and electric customers | DPU affordability order | New tiered discount rules may phase in. Ask your utility what applies now. |
When you call, say: “I need all programs on my account, not just a payment plan.”
Heating repair and weatherization
If your home is cold because the heating system is broken, do not only ask for bill help. Ask your local HEAP agency about the Heating System Repair and Replacement Program, called HEARTWAP. The state describes HEARTWAP as emergency heating system repair and replacement for low-income households. It is often run through the same agency that handles HEAP.
Start with Massachusetts HEARTWAP. If you rent, your landlord may have repair duties. You can still call HEAP, but you should also report unsafe heat to your landlord in writing and contact your city or town inspection office if the heat is not fixed.
For long-term bill savings, ask about weatherization. The Massachusetts WAP can provide energy-saving work for eligible households, such as insulation, air sealing, and health and safety checks. You can also check Mass Save offers for income-eligible home energy assessments, efficient appliances, insulation, and related services.
Weatherization is not a same-day shutoff fix. It is best for lowering future bills and making your home safer and warmer.
Water, phone, and internet help
Water and sewer help is more local than heating help. Your city, town, or water district sets many of the rules. Call the billing office and ask for a hardship plan, payment arrangement, leak adjustment, low-income program, senior or disability discount, and local charity referrals.
Some city examples can help you know what to ask for. Boston Water and Sewer lists BWSC assistance programs. Springfield Water and Sewer has a Springfield water CAP for eligible low-income, single-family homeowners. Cambridge has a Cambridge senior discount for some older owner-occupants. These examples do not cover every city, but they show why it is worth calling your local office.
For phone or internet, apply for Massachusetts Lifeline or the federal USAC Lifeline page. Lifeline can lower one qualifying phone, internet, or bundled service. The federal Affordable Connectivity Program ended June 1, 2024, because Congress did not provide more funding, so check the FCC ACP page before trusting any ad that says ACP is still paying current bills.
Backup help if HEAP is not enough
If HEAP will not cover the full balance, or your bill is not a heating bill, try these backup paths.
- RAFT: The Residential Assistance for Families in Transition program can help with housing emergencies, including loss of utilities. Start at apply for RAFT. If utility debt is tied to keeping housing, ask if it can be included.
- Good Neighbor Energy Fund: This fund can help some Massachusetts households in temporary crisis who do not qualify for federal or state energy help and meet income rules. Check the Good Neighbor fund.
- Mass 211: Call 2-1-1 for local referrals, food help, shelter resources, utility funds, and nonprofit programs. Start with Mass 211 referrals.
- DTA benefits: If utility bills are crowding out food or basic needs, check SNAP and cash assistance. ASMOM also has guides for Massachusetts SNAP help and Massachusetts TAFDC help.
- Housing help: If utility debt could lead to eviction or blocked housing, also read Massachusetts housing help and Massachusetts emergency help.
If you are being pressured, threatened, or unsafe at home, utility and housing issues may overlap with safety. See Massachusetts safety resources. This guide is general information and is not safety or legal advice.
Documents and information to gather
You do not need every document before asking for help, but missing paperwork can delay approval. Put photos or scans in one folder on your phone if you can.
| Item | Why it matters | Helpful note |
|---|---|---|
| Photo ID | Shows who is applying | Ask the agency what they accept if your ID is expired or missing. |
| Proof of address | Shows where you live | Lease, rent receipt, mortgage statement, or official mail may help. |
| Utility bill | Shows account number and amount owed | Include shutoff notice if you have one. |
| Income proof | Used for HEAP and discounts | Pay stubs, benefit letters, unemployment, child support, or zero-income forms may be requested. |
| Household list | Shows family size | Include children and other people living in the home. |
| Medical or infant proof | May support shutoff protection | Ask the utility what form or doctor statement it needs. |
For other benefit applications, this site also has a real help guide, Massachusetts child care, and Massachusetts legal help.
Common mistakes to avoid
- Waiting until the shutoff day. Call as soon as you get a notice. It is easier to stop a shutoff before service is disconnected.
- Only asking for a payment plan. Ask for discount rate, HEAP, arrears forgiveness, hardship status, and shutoff protection.
- Missing utility emails or letters. Open every notice. Some deadlines are short.
- Assuming water help is statewide. Water help depends on your city, town, or water district.
- Trusting ads that promise grants. Use official agencies, Mass 211, utilities, and trusted nonprofits. Do not pay a fee to apply for HEAP.
What to do if you are denied, delayed, or ignored
Ask for the reason in writing. A denial may be caused by missing documents, income rules, closed season, a duplicate application, or a bill that does not fit the program. If you think the decision is wrong, ask the agency how to appeal or correct the file.
If your utility will not place hardship status on your account, ask for a supervisor and write down the date, time, and name of each person you spoke with. Then contact DPU if it is a regulated gas, electric, or investor-owned water company.
If you are overwhelmed, call 2-1-1 and ask for a local agency that can help you make calls. If the utility issue could cause eviction, shelter entry, or loss of housing, ask about RAFT and housing help. If there is a legal notice, unsafe housing condition, or a landlord-utility dispute, contact legal aid.
Phone scripts you can use
Script 1: Calling HEAP
“Hi, I am a single parent in Massachusetts and I need help with my heating bill. I have [a shutoff notice/no heat/a past-due bill]. Can you tell me how to apply for HEAP, what documents you need, and whether my case can be treated as a crisis?”
Script 2: Calling the utility
“I cannot pay the full balance right now. I need you to check every program on my account. Please look for hardship protection, discount rate, arrears forgiveness, budget billing, payment plan, and any medical or infant protection forms.”
Script 3: Calling DPU
“I tried to work with my utility, but I still have a shutoff or service problem. I am a Massachusetts residential customer. Can you explain how to file a complaint and what documents I should send?”
Script 4: Calling 2-1-1
“I need utility bill help in my city. I have already tried HEAP and my utility. Can you search for local charities, water bill help, emergency funds, and housing-related utility help near me?”
Resumen en español
Si necesita ayuda con la luz, gas, calefacción, agua, teléfono o internet en Massachusetts, empiece con HEAP, también llamado fuel assistance. Llame al 1-800-632-8175 o use el portal de MassHEAP. Si tiene aviso de corte, llame también a la compañía de servicios y pida protección por dificultad económica, plan de pago y descuento para bajos ingresos.
Si la compañía no ayuda, puede comunicarse con DPU. Para ayuda local, llame al 2-1-1. Guarde copias de sus facturas, aviso de corte, ingresos, identificación y dirección.
FAQ
Can single mothers get utility assistance in Massachusetts?
Yes. Single mothers can apply for the same utility assistance programs available to other eligible Massachusetts households. The main starting points are HEAP, utility discount rates, arrearage management programs, Mass 211, RAFT, and local water or charity funds.
Is HEAP the same as LIHEAP or fuel assistance?
In Massachusetts, HEAP is the state name used for Home Energy Assistance. Many people still call it LIHEAP or fuel assistance. It helps eligible households pay part of winter heating costs.
Can a utility shut off heat in Massachusetts?
Some households have shutoff protections, especially when there is financial hardship plus a serious illness, an infant under 12 months, certain older adult households, or winter heating need. You usually must tell the utility and provide proof.
What if I missed the HEAP season?
Call your local HEAP agency anyway if you have a shutoff, no heat, or a crisis. Also ask your utility about discount rates, hardship protection, and arrears programs. For housing-related utility debt, ask about RAFT.
Does Massachusetts help with water bills?
Water help depends on your city, town, or water district. Call the billing office and ask about hardship plans, payment arrangements, leak adjustments, and local discounts.
Can I get help with phone or internet?
You may qualify for Lifeline, which can lower one phone, internet, or bundled service. The Affordable Connectivity Program ended in 2024, so check official sources before relying on ACP.
About this guide
This guide uses official federal, state, local, and other high-trust nonprofit and community sources mentioned in the article.
A Single Mother is independent and is not a government agency, benefits office, lender, law firm, medical provider, or tax advisor.
Program rules, funding, local availability, and eligibility can change. Always confirm details with the official program before you apply or make decisions.
Verification: Last verified May 20, 2026, next review August 20, 2026.
Corrections: If you see something wrong or outdated, email suggestions@asinglemother.org.
Disclaimer: This article is for general information only. It is not legal, financial, medical, tax, immigration, disability, safety, or government-agency advice.