October 28, 2020 (Updated)
For a period of time, the Massachusetts Program Administrators suspended all on-premise vendor contracted energy efficiency services in response to the COVID-19 pandemic. While energy reductions achieved by the energy efficiency programs help improve long-term public health, the COVID-19 pandemic concerns facing our communities take precedence. Given updated regional and federal communications and recent guidance, we have resumed only energy efficiency work which can be safely implemented. All services are being delivered based on health and safety guidelines. These guidelines were developed by health and safety experts and are based on the latest science regarding lowering the transmission of COVID-19.
This webpage was created to provide real-time communications to important business partners and customers. We have archived the previous version of Frequently Asked Questions, which you can find here. Current and still relevant Frequently Asked Questions are provided below.
Business Partner Health & Safety Update
As we head into colder months, and with recent reports reflecting an increase of COVID-19 cases in the Commonwealth, we would like to take this opportunity to remind our business partners to stay vigilant and continue to follow the health and safety guidelines adopted by the Program Administrators. It’s important that you continue to follow the guidelines in practice and not give way to “pandemic fatigue.” The health and safety of you, our business partners, and our customers is of the utmost importance.
Frequently Asked Questions
I am a contractor - where can I go for additional contractor resources?
- Click here to access Environmental Health & Engineering’s website for the health & safety guidelines, a recording of a webinar on EH&E’s health & safety guidelines as well as other training materials for work involving customer contact. Contractors are requested to train additional field personnel on these guidelines internally using these materials.
- Click here for an overview of our efforts to date.
- Click here for a list of other training opportunities on our Events Page.
I am a customer – what programs and offerings are currently available to me?
- Click here for an explanation of all currently available offerings.
- Click here for Energy Efficiency tips for my business.
Click here for Energy Efficiency tips for my home
Q: Is there an official notice to send to customers? (Updated 3/23/2020)
Most Program Administrators have COVID-19 pages on their company websites. Please visit those pages and share with your customers if they need more specific details:
Q: Will Program Administrator employees working remotely create any delays in processing payments? (Updated 4/1/2020)
We are working remotely and all have access to our systems and do not foresee any delays. Please reach out to your Program Administrator contacts if you have specific questions.
Q: If a customer is having difficulty paying their EE loan (Heat Loan, Small Business Energy Efficiency Loan), who should they contact? (NEW 4/22/2020)
Residential, Commercial and Industrial customers who are unable to make their energy efficiency loan payments due to the COVID-19 pandemic, should reach out to their respective loan servicer to discuss what options may be available. Commercial and Industrial customers that participate in the Program Administrator’s bill repayment programs (i.e., Small Business Energy Efficiency Loan) should reach out directly to the Program Administrator’s customer service department.
Q: Who can we contact if we have pressing questions on a specific project?
Please reach out to your Program Administrator contacts if you have questions about specific projects and cannot find an answer within this FAQs document.
Q: I have received product information or other recommendations to combat COVID-19 in my home or business. Do you endorse specific products or methodologies and provide incentives for them? (NEW 4/30/2020)
No, the Program Administrators do not endorse specific products or solutions claiming to improve health or safety outcomes. The Program Administrators have seen numerous recommendations pertaining to implementing technologies or changing the operation of a building’s heating, ventilation and air conditioning systems to reduce airborne virus exposure. We encourage residents and businesses to consult appropriate industry experts including but not limited to HVAC designers, hygienists and environmental health consultants before considering implementation of these kinds of recommendations.
There are also nationally recognized industry groups such as American Society of Heating, Refrigerating and Air-Conditioning Engineers (ASHRAE) that provide recommendations pertaining to preparedness for COVID-19. The link is located here: ASHRAE’s COVID-19 Resources.
It should be noted that some recommendations such as ultraviolet germicidal irradiation, pressurization, enhanced filtration, temperature and humidity control, increased outdoor air ventilation/change rates, or bypassing heat recovery may result in increased energy usage. While some of our on-premise offerings are currently suspended, please visit our Home, Business and Multi-Family pages on the home page of MassSave.com to read about the offerings that are currently available. To help mitigate potential increases in energy use, the Program Administrators recommend reviewing our energy savings tips to see what energy efficiency opportunities exist for your home or business.
View Archived COVID-19 Information
to review previous updates.