Help With Utility Bills: What to Do When You Can’t Pay

If you cannot pay your utility bill, act before the shutoff date.

Waiting can make the problem harder to fix. Calling early gives you more options, including payment plans, emergency assistance, hardship programs, and shutoff protections.

Start with the bill in front of you, then work outward to local and federal help.

Step 1: Call Your Utility Company

Call the customer service number on your bill and ask for the hardship or customer assistance department.

Tell them if you have:

1. A shutoff notice
2. Job loss
3. Reduced hours
4. Medical needs
5. Children or older adults in the home
6. A temporary emergency
7. A pending assistance application

Ask for a payment extension, payment plan, budget billing, hardship fund, or low-income discount.

Write down the date, the person you spoke with, and any confirmation number. If they agree to delay the shutoff, ask for that in writing.

Step 2: Ask About Shutoff Protection

Many utility companies have rules that may delay disconnection in certain situations.

This can depend on your state, weather conditions, medical needs, age, disability, or household situation. Some states also limit shutoffs during extreme heat or cold.

If someone in your household uses medical equipment or has a health condition that would be affected by losing power, ask about medical certification. You may need a doctor’s note or official form.

Step 3: Apply for LIHEAP

LIHEAP is one of the main programs for energy bill help.

It may help with heating bills, cooling bills, energy emergencies, and some energy-related home needs. The exact rules depend on your state. Some states offer crisis assistance if you have a shutoff notice or disconnected service.

Apply through your state LIHEAP office, local community action agency, or another approved local provider. You can also use the LIHEAP Clearinghouse eligibility tool to find your state’s information.

Step 4: Call 211 for Local Help

Call 211 if you are not sure where else to apply.

211 can connect you with local programs for utilities, rent, food, medical costs, and other bills. It is useful because local assistance changes often, and 211 may know which agencies still have funds available.

Ask specifically for utility bill help, shutoff prevention, and emergency energy assistance.

Step 5: Contact Community and Nonprofit Programs

Local nonprofits may be able to help when government programs are closed, delayed, or out of funds.

Check with:

1. Community action agencies
2. The Salvation Army
3. Catholic Charities
4. Vincent de Paul
5. Local churches
6. Local veteran organizations
7. Local emergency assistance programs

Many programs pay the utility company directly instead of giving money to you. Call before visiting so you know what documents to bring.

Step 6: Ask About Bill Forgiveness or Hardship Funds

Some utility companies offer hardship programs that reduce part of a past-due balance.

Others may offer matching payment plans. For example, you pay a portion on time, and the company or partner program credits part of the remaining balance.

These programs are not always advertised clearly. Ask directly:

“Do you have a hardship fund, arrears forgiveness program, or customer assistance program?”

Step 7: Lower Future Bills With Weatherization

Once the immediate bill is handled, ask about weatherization.

The Weatherization Assistance Program helps eligible low-income households make homes more energy efficient. DOE says WAP reduces energy costs by improving home energy efficiency while addressing health and safety.

Weatherization may include insulation, air sealing, heating or cooling system improvements, or other energy-saving work. It may not stop a shutoff today, but it can help lower future bills.

If You Already Have a Shutoff Notice

Move fast.

Call your utility company first and ask whether they can pause disconnection while you apply for help. Then contact LIHEAP, 211, and local nonprofits the same day.

Have these ready:

1. Utility account number
2. Shutoff notice
3. Photo ID
4. Proof of address
5. Proof of income
6. Any medical documentation, if needed

Do not assume one application is enough. Emergency utility help often comes from more than one source.

Bottom Line

If you cannot pay your utility bill, start with your utility company, then apply for LIHEAP, call 211, and contact local emergency programs.

The sooner you ask for help, the better your chance of avoiding disconnection, setting up a payment plan, or getting assistance before the shutoff date.