Got a utility shutoff notice? How to keep your power and heat on

Regulated electric and gas utilities must follow state rules before disconnecting a residential customer. Those rules typically require written notice a set number of days in advance, limits on when shutoffs can happen, and an opportunity to make a payment arrangement. Water utilities, often run by cities, follow local rules.

The single most effective step is to contact the utility before the shutoff date. Customer service representatives can usually offer a deferred payment arrangement that spreads the past-due balance over several months, and they can tell you about the company's own hardship fund. Utilities generally prefer an arrangement to a disconnection, which costs them money too.

Emergency help from community groups exists precisely for this moment. When you call 211 or your local community action agency with a shutoff notice in hand, they can point you to charities, churches and local funds that may pay part of an overdue bill. Some of these groups contact the utility directly to ask for a short hold on the account while your request is reviewed.

Medical certificates are a powerful protection. In most states, a signed statement from a doctor or other licensed provider that disconnection would endanger the health of someone in the home postpones a shutoff, often for 30 days or more and sometimes renewable. Households using oxygen, home dialysis or other powered medical equipment should register as medical-needs customers in advance.

Many states also prohibit disconnections during cold winter months or extreme heat, or on weekends and holidays. These protections pause shutoffs but do not erase the debt, so using that time to set up a plan is essential.

Protections are strongest for regulated electric and gas utilities. Municipal utilities, cooperatives and deliverable fuels may have different rules.

1. Read the notice

   Note the shutoff date, the amount required to avoid disconnection, and the customer service number. The notice often lists your rights and assistance options.

2. Call the utility before the shutoff date

   Ask for a deferred payment arrangement, the company's hardship or customer assistance fund, and whether you qualify for a discount rate. Write down the representative's name and the agreement.

3. Ask 211 and local charities for emergency bill help

   Call 211 or your local community action agency and ask which charities, churches or hardship funds help with utility bills. Bring the shutoff notice, ID, proof of income and the bill.

4. Get a medical certificate if anyone is ill

   Ask your doctor to complete the utility's medical certificate form or write a letter. Submit it to the utility quickly and confirm receipt.

5. Check seasonal protections

   Ask the utility or your state's public utility commission whether a winter or heat-related moratorium applies.

6. Contact local charities

   Salvation Army, Catholic Charities and local funds often help with utility arrears. 211 can identify them.

7. If service is cut, act the same day

   Ask about reconnection requirements, hardship fund help and medical protections, which can apply to restoration too.

Disconnection notice

Written notice that service will be shut off on a date if not resolved.

Deferred payment arrangement

A plan to pay a past-due balance over time while staying connected.

Public utility commission

The state agency regulating electric and gas utilities and hearing complaints.

Winter moratorium

A seasonal rule restricting disconnections in cold months.

Reconnection fee

A charge to restore service after a shutoff.

• Community Action Partnership - find an agencycommunityactionpartnership.com