When the Bills Get Too High
Losing access to electricity, gas, or water is a serious hardship — particularly for households with children, elderly members, or people with medical conditions. If you're behind on utility bills or facing a shutoff notice, there are programs designed specifically to help you keep the lights on and the heat running.
This guide explains your rights, the assistance programs available to you, and the steps to take immediately when you receive a shutoff notice.
What to Do the Moment You Get a Shutoff Notice
- Don't ignore it — Utility companies must follow specific notice timelines before cutting service. Use this window to act.
- Call your utility company directly — Explain your situation. Most companies have hardship programs and may offer a payment arrangement or temporary hold on disconnection.
- Ask about a medical baseline or life support certification — If anyone in your household depends on electricity for medical equipment, notify your utility company immediately. Special protections may apply.
- Contact an assistance program — Apply for energy assistance as quickly as possible, as funds are limited and some programs have waiting lists.
LIHEAP: The Primary Federal Utility Assistance Program
The Low Income Home Energy Assistance Program (LIHEAP) is a federally funded program administered by each state. It provides financial assistance to help low-income households pay heating and cooling bills and, in some cases, address energy crises and weatherization needs.
- Who qualifies: Eligibility is based on household income (generally at or below 150% of the federal poverty level) and household size.
- How to apply: Contact your state's LIHEAP office or call 1-866-674-6327 to find your local provider.
- What it covers: Heating bills, cooling bills, and in emergency situations, funds to prevent or restore shutoffs.
Other Programs to Know About
| Program | What It Does | How to Access |
|---|---|---|
| LIHEAP Crisis Assistance | Emergency funds for imminent shutoffs | State LIHEAP office or dial 211 |
| Utility Company Assistance Programs | Discounts, payment plans, forgiveness programs | Call your utility provider directly |
| WAP (Weatherization Assistance Program) | Free home energy efficiency improvements | energy.gov/eere/wap |
| Local Nonprofits & Charities | One-time emergency bill assistance | Dial 211 or contact local Salvation Army / Catholic Charities |
| State-Specific Programs | Varies widely by state | Your state's Health & Human Services dept. |
Dial 211 for Local Referrals
Dialing 211 connects you to a local specialist who can identify every utility assistance program available in your area — including programs specific to your county or city that aren't widely advertised. This is often the fastest way to find local help.
Your Rights as a Utility Customer
In most states, utility companies are required to:
- Provide a minimum of 10–30 days' notice before disconnecting service
- Offer a deferred payment arrangement before shutoff
- Delay shutoffs during extreme weather events (rules vary by state)
- Restore service promptly once payment or assistance is confirmed
Contact your state's Public Utilities Commission (PUC) if you believe your utility company has not followed proper procedure. Most PUCs have a consumer complaint hotline.
Long-Term Solutions: Reducing Your Energy Bill
Beyond crisis assistance, consider applying for weatherization services, which can reduce your ongoing energy costs through insulation, window sealing, and appliance upgrades — all at no cost to qualifying households. The federal Weatherization Assistance Program (WAP) is a good starting point.