What should I do first when I get a utility shutoff notice?

Call the number on your bill and ask specifically about a payment plan, a hardship program, and whether a seasonal moratorium applies. Most utilities are required to offer a payment arrangement before disconnecting, and many offer one even after service is off.

What is LIHEAP crisis assistance?

A faster-processing component of LIHEAP designed for an active or imminent shutoff. Regular LIHEAP benefits can take weeks; crisis assistance often processes within 24 to 48 hours.

Can service be restored the same day it was shut off?

Many utilities will restore service same-day if you can pay a partial amount and agree to a payment plan for the rest. Ask directly what amount would restore service today.

What protects a household with medical equipment from disconnection?

A medical necessity or medical certification form, typically signed by a doctor and renewed annually, prevents disconnection for that account regardless of the balance owed. Request the form directly from the utility.

Disruptions Checklist

Utility Shutoff Checklist. Call the utility today. Most will work with you.

A shutoff notice arrived, or service is already off. This checklist covers the call to make today, every assistance program worth stacking over the following three days, and the longer-term stability to build over the first month so this does not repeat next season.

24-48 hrs

LIHEAP crisis assistance processing time

150%

poverty level, common LIHEAP eligibility threshold

211

for local utility assistance funds

Annual

LIHEAP and medical certification renewal

Phase 1

First 24 Hours.

Call the utility today. Most are required to offer a payment arrangement, and many will restore service same-day with a partial payment.

Call Today

Call the number on your bill and ask about a payment plan
Ask about medical necessity protection if applicable
Apply for LIHEAP crisis assistance if facing an active shutoff
Ask about a same-day reconnection agreement if service is off

Local Help

Call 211 for local utility assistance and shelter options

Phase 2

First 72 Hours.

Several assistance programs can stack together. Apply to more than one.

Assistance Programs

Apply for LIHEAP heating and cooling assistance
Ask about the utility's own customer-funded hardship program
Check for the Weatherization Assistance Program

Community and Usage

Look into faith-based and community utility assistance
Reduce usage while resolving the current bill

Phase 3

First 30 Days.

Budget billing, a followed payment plan, and a LIHEAP reapplication each season build stability that lasts past this bill.

Stability

Enroll in budget billing if your utility offers it
Follow through on any payment plan exactly, with a reminder set
Ask about arrearage forgiveness programs
Reapply for LIHEAP each season it is open

Structural Fixes

Follow through on weatherization improvements if identified

Phase 4

What This Could Break Next.

Food, health, pipes, and the reconnection cost itself all grow the longer this goes unaddressed. Each is preventable with one action.

The Home

Protect pipes from freezing if heat is off in cold weather

Health

Watch for signs of heat exhaustion or hypothermia

Reconnection Cost

Act within the first days to keep the reconnection cost lower

My Readiness

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