What to Do Before Your Utilities Get Shut Off

A shut-off notice is one of the most stressful pieces of mail you can open, but it’s also usually not the final word — there are more options available at this stage than most people realize, and acting quickly matters more than anything else. Here’s what to do, in order, before your power, gas, or water gets disconnected.

Call your utility company first, today if you can

It might feel like the last thing you want to do, but contacting your utility provider directly, before the shut-off date, is the single most effective step you can take. Utility companies generally have far more flexibility to work with customers who reach out proactively than with accounts that go silent. When you call, ask specifically about:

• Payment plans that split what you owe into smaller installments over several months
• Temporary deferrals that push your due date back
• Budget billing, which averages your bill across the year so summer and winter spikes don’t catch you off guard going forward
• Hardship or low-income programs the company itself may offer, separate from state or federal assistance

Ask specifically, by name, whether the company has a low-income or hardship discount program — these aren’t always advertised, and customer service reps don’t always mention them unless asked.

Know your state’s shut-off protections

Many states have rules that limit or delay utility disconnections under certain conditions — for example, during extreme heat or cold, for households with a documented medical need, or for a limited period after a customer requests a payment plan. These protections vary significantly by state and by season, and they’re not automatic in every case — you often need to notify the utility company of your situation for a protection to apply. Your state’s public utility commission or your utility provider’s own website is the most reliable place to check exactly what applies to you right now.

If someone in your home relies on electricity for a medical device or medication that needs refrigeration, tell your utility company directly and ask about being flagged as a medical-necessity account — this can affect both shut-off timing and restoration priority.

Apply for LIHEAP

LIHEAP, the Low Income Home Energy Assistance Program, is a federally funded program administered by states that helps eligible households pay heating and cooling bills, and in some cases helps with emergency situations like an imminent shut-off or a needed furnace repair. LIHEAP funds are limited and distributed on a schedule that varies by state, so applying as soon as you know you’re behind — rather than waiting until the shut-off date — gives you the best chance of assistance arriving in time.

Eligibility varies by state and household size — you can check your state’s exact guidelines or call 211 to talk to someone about applying. Many states also have a LIHEAP crisis or emergency component specifically for situations where a shut-off is already scheduled, so mention your shut-off date directly when you apply or call.

Look into local and community-based help

Beyond LIHEAP, community action agencies, local charities, faith-based organizations, and sometimes the utility company’s own charitable fund (often supported by other customers’ donations) can offer one-time grants toward a past-due bill. Dialing 211 is often the fastest way to get connected to whichever of these resources is active in your specific area right now, since availability and funding change throughout the year.

Keep records of everything

Whenever you call your utility company or a assistance program, write down the date, the name of the person you spoke with, and what was discussed or promised. If a payment plan or protection was set up verbally, ask for written confirmation by email or mail. Good records make it much easier to resolve a dispute later if a shut-off notice arrives despite an agreement you thought was in place.

If a shut-off has already happened

Even after service is disconnected, many of the same options — a payment plan, LIHEAP’s crisis assistance, or local emergency funds — can still apply toward getting service restored, sometimes quickly if a partial payment or documented hardship is involved. Call the utility company immediately and ask specifically what’s needed for restoration, and mention any state protections that might apply to your household.

Where to go from here

The most important step is the first one: reach out before the shut-off date, not after. Utility companies and assistance programs alike generally have more tools available for a customer who calls ahead than for an account that’s already gone dark.

Browse our Bill & Utility Assistance hub for state-by-state LIHEAP application guides and more on utility hardship programs, or try our budget calculator tool to see where a payment plan might fit into your monthly plan.