Frequently Asked Questions

What to expect

You qualify if you:

  • Are a National Grid customer
  • Own your single-family home
  • Have a natural gas hot water heater

The virtual home assessment is a free visual inspection of your home to identify areas for energy savings. Your energy advisor will guide you on a walkthrough of your home using video-sharing software. Your energy advisor will collect information about your home's energy use by looking at your heating system (furnace or boiler), cooling system (air conditioner), water heater and appliances. Your energy advisor will then provide you with personalized recommendations identifying additional ways to save money and energy. The advisor will create a list of applicable products based on your assessment. You may receive the following products to self-install:

- WaterSense® certified showerheads
- WaterSense certified faucet aerators for bathrooms and kitchens
- Hot water pipe insulation
- Thermostatic Shutoff Valve (TSV)

During your virtual home assessment, you will walk through your home while your energy advisor helps you identify energy-saving opportunities using video-sharing software called Surfly. Opportunities may include installing energy-saving products such as showerheads, faucet aerators, and pipe insulation for hot water heaters. Your energy advisor may also recommend additional energy-saving opportunities for your home.

Rental properties may qualify, with landlord approval. Speak with your landlord and receive their permission to complete an assessment.

A trained energy specialist conducts an in-home analysis. The specialist will:

- Analyze your total home energy usage.

- Generate a customized report of your energy saving opportunities.

- Install energy-efficient faucet aerators, showerheads and insulating pipe wrap.

- Provide information about additional programs, rebates, and savings opportunities offered by National Grid.

Our free Energy Efficiency Starter Package includes faucet aerators, showerheads, insulating hot water pipe wrap and thermostatic shut-off valves. If you want, the energy specialist can install the items so you can start saving energy right away.

Customer preparation

Before your assessment, walk through your home to familiarize yourself with the location of your heating and cooling equipment, as well as your hot water heater. Please ensure that you have access to all rooms that you want to assess for savings opportunities. All activities are optional, so please let your energy advisor know if you are not comfortable performing any activity.

Make sure you have a fully charged smartphone or tablet available for use during the assessment.

Confirm that you have Wi-Fi or network connectivity to your mobile device. Prior to your assessment, please note any Wi-Fi or network connectivity dead spots around your home.

Our video-sharing software, Surfly, works with most modern browsers such as Chrome, Safari, Firefox, Internet Explorer 11 (Edge) and Opera. Please ensure your device has one of these browsers.

Yes. A homeowner age 18+ must be present.

The assessment

Before

  • Before your assessment, walk through your home to familiarize yourself with the location of your heating and cooling equipment, water heater. Please ensure that you have access to all rooms that you want to assess for savings opportunities. All activities are optional, so please let your energy advisor know if you are not comfortable performing any activity.
  • Please ensure that your walking pathway is cleared of potential tripping hazards and obstructions prior to the appointment.
  • Make sure that the wireless device you will be using for your virtual assessment is fully charged.
  • Our video-sharing software, Surfly, works with most modern browsers such as Chrome, Safari, Firefox, Internet Explorer 11 (Edge) and Opera. Please ensure your device has one of these browsers.

During

  • Your Surfly link will be emailed to you right before your assessment begins. Please look for an email from support@surfly.com with a subject of “You’ve been invited to join a co-browsing session”.
  • Once you access the link, click “Join Session”. When a pop-up box appears with “Join the video chat”, select “Auto Detect” for both camera and microphone then click “Join”.
  • Using the video-sharing software, your energy advisor will guide you through your home to view and assess opportunities for FREE
  • energy-saving products.
  • After the walk through of your home, your energy advisor will review your personalized assessment report which will detail your estimated annual savings if all the products you receive are installed. The report will also provide information on additional recommendations. Your final report will be emailed after the assessment has been completed.

After

  • We follow a contactless delivery process. Your NO-COST and discounted energy-saving products will be delivered to your home. You and your energy advisor will determine the best location outside of your home for your delivery.
  • Your personalized report, installation instructions, and a customer satisfaction survey will be emailed to you.

A virtual home assessment will typically last about one hour, depending upon the size of the home and areas to be assessed.

Customers that participate in the virtual assessment and install all the recommended products* can become more energy efficient and save on their energy bills. In addition to the no-cost and discounted energy-saving products, you’ll also learn about additional ways to save in your home, including available rebates from National Grid.

*Products are subject to eligibility requirements. Offers subject to change.

National Grid customers can call (833) 427-SAVE (7283) to reschedule your appointment.

The personalized report sent after your assessment lists the products that you received and gives details on ways you can save money and energy throughout your home as suggested by your energy advisor.

Delivery

We are committed to ensuring safety during your delivery. Here are the steps we will take during delivery. Your delivery driver will:

  • Wear appropriate personal protective gear, including a mask, eye protection and gloves;
  • Will maintain a distance of six feet from anyone at your home;
  • Not enter your home; and
  • Place your products in a safe and dry location outside of your home. 

We follow a contactless delivery process. You and your energy advisor will determine the best location outside of your home for your delivery. You will receive a call from a representative once your delivery has been completed.

Technology

Surfly is a video-sharing software that is an easy way to share a web session with customers. There is no software to download, simply click on the link that is sent to you via email and you’re ready to start using Surfly.

Surfly works with most modern browsers such as Chrome, Safari, Firefox, Internet Explorer 11 (Edge) and Opera.

The Surfly link will be emailed to you right before your assessment begins. Please look for an email from support@surfly.com with a subject of “You’ve been invited to join a co-browsing session”.

Click “Join Session”. When a pop-up box appears with “Join the video chat”, select “Auto Detect” for both camera and microphone then click “Join”.

For the best experience, we recommend you use a smartphone with video capabilities. You can also use a tablet with video capabilities. Make sure you have Wi-Fi or network connectivity to your mobile device. Devices with an unlimited network data plan may be used to avoid connectivity issues. Prior to your assessment, please note any Wi-Fi or network connectivity dead spots around your home, including the basement and outside. Make sure your mobile device is fully charged and you close any apps you have open prior to the assessment. Restarting your device prior to the assessment is recommended. Surfly works with most modern browsers such as Chrome, Safari, Firefox, Internet Explorer 11 (Edge) and Opera. Prior to your assessment, please ensure your device has one of these browsers. Please note that headphone microphones may not be compatible with the Surfly tool.

Products

WaterSense® certified showerheads, kitchen and bathroom faucet aerators are available at NO-COST through the assessment. These water-saving products help reduce water use and the energy needed to heat that water. Your existing showerhead, bathroom aerator and kitchen aerator must meet the following conditions to be eligible for replacement: Existing showerheads – must be higher than 1.5 gallons per minute (GPM)

  • Existing bathroom aerators – must be higher than 1.0GPM
  • Existing kitchen aerators – must be higher than 1.5GPM
  • During the assessment, your energy advisor will look at your showerhead(s), bathroom aerator(s) and kitchen aerator(s) to determine if your fixtures qualify.

The assessment offers up to six feet of free pipe insulation for the hot water pipes on your domestic hot water heater. To qualify for free pipe insulation, your hot water heater must have existing pipe that is bare and free of existing insulation.

For customers with recirculation pumps and hot water boilers, you may qualify for more than six feet of free pipe insulation. Your energy advisor will determine if you qualify.

For installation assistance, please contact the program at (833) 427-7283 (GAS SAVE)

National Grid customers can call (833) 427-SAVE (7283) for questions.