State using robocalls to contact those behind on electric bills

Many residents consider robocalls an annoyance, but state officials are about to use that platform to reach out to about 18,000 consumers statewide who are having trouble paying their electric bills to let them know financial help is available.

The calls began going out this week to raise awareness about funds from the state’s UniteCT program, run by the state Department of Housing, that can be used to help pay overdue electric utility bills.

Gov. Ned Lamont delivers the message in English while Housing Commissioner Seila MosqueraBruno provides it in Spanish.

UniteCT is funded by the federal Emergency Rental Assistance program. The program is limited to families and individuals who rent their residence so the calls will only be going out to customers who meet certain income qualifications.

UniteCT program is run by the state Housing Department on behalf of the U.S. Treasury Department. The program provides up to $15,000 in rental and electricity payment assistance to some Connecticut households that have been hurt financially by the COVID-19 pandemic.

The money goes directly from the program to the utilities that are owed the money, according to Aaron Turner, a Housing Department spokesman.

UniteCT already has made $17 million worth of payments on behalf of Eversource and United Illuminating customers behind on their payments.

“These calls will let people know that UniteCT is here to help with their past-due electric bills,” Lamont said in a statement. “If you are or know of a household that has fallen behind on rent or electric utility payments, do not hesitate to go to the UniteCT website and apply for assistance.”

But not everyone is convinced that using robocalls to reach out to those who qualify for help in paying electric bills will be effective.

“Does anyone take robocalls seriously?” Kristin Delaney Hyde of Cheshire said in response to a social media inquiry by Hearst Connecticut Media. “Certainly less expensive than live calling — and also great if the state doesn’t actually want participation.”

David Cadden, a professor emeritus at Quinnipiac University’s School of Business, called the use of robocalls “extremely problematic.”

“I think some people might think they are being pressured to pay their bill,” Cadden said. “I’m sure it would be more expensive, but I think they might be better reaching out to these people through the mail.”

State Rep. Liz Linehan, D-Cheshire, said that while she appreciate Lamont’s looking for ways to reach out to help, there is a “decreasing effectiveness over the years of robocalls due to the constant bombardment of spam calls and scam calls.”

“I think it’s a great start,” Linehan said. “But I’d like to see more social media involvement and collaboration with senior outreach programs.”

Susan Millerick, a spokeswoman for The United Illuminating Co., said traditional methods for reaching out to people, such as contacting them via the mail, aren’t foolproof, either.

“These are people who need help, so we have to try as many different methods as possible,” Millerick said.

Mitch Gross, an Eversource spokesman, said “UniteCT is a unique opportunity to help Connecticut renters get back on their feet and we’re happy to partner with the Department of Housing to assist those renters who are still facing financial difficulties due to the COVID-19 pandemic.”