The fastest way to find help is to call 211 or visit 211.org
211 is a free phone line and website that connects you to local programs that help with utility bills. When you call 211 or search your zip code on their website, they tell you which programs are currently accepting new people in your area, what documents you need, and how to reach them. This saves you from calling programs that have closed their intake or run out of money.
You can also text your zip code to 898-211 from any phone. The response comes back within a few minutes with local resources. This route works in all 50 states, though the programs themselves vary by location.
Have your account number and a recent bill handy when you call or visit, because some programs ask for this information right away to check your income and usage.
Key Takeaways
- 211 is the fastest way to find out which bill-payment programs are open in your area right now, since many close when funding runs out.
- Your state's utility commission or public service commission runs a list of programs, though 211 is usually faster to navigate.
- Local nonprofits, community action agencies, and government offices run most programs, and they often have different income limits and coverage amounts.
- You will need proof of income, a recent utility bill, and proof of hardship (like a job loss or medical emergency) for most programs.
- Some programs pay the utility company directly; others send money to you to pay the bill yourself.
Your state's utility commission website lists all programs
Every state has a public utilities commission or public service commission that oversees utility companies and maintains a directory of bill-payment programs. Search "[your state] public utilities commission" or "[your state] public service commission" to find their website. Most have a section labeled "consumer assistance" or "bill payment programs" that lists every program in the state.
This route takes longer than 211 because you have to read through the list and call each program yourself to learn about they are currently open. But it is useful if you want to see all options at once or if 211 does not have current information for your area.
Some state commissions also run their own bill-payment programs. For example, New York's Public Service Commission runs the Home Energy Assistance Program (HEAP), and California's Public Utilities Commission oversees the Low Income Home Energy Assistance Program (LIHEAP). Check your state's site to see if they administer a program directly.
Community action agencies often run the largest local programs
Community action agencies are nonprofit organizations funded partly by federal money to help low-income households. Most states have at least one in each county, and many run utility bill-payment programs. You can find your local agency by searching "community action agency [your county name]" or by asking 211 to refer you.
These agencies typically have higher income limits than other programs and often cover a larger portion of your bill. They may also offer other services like weatherization (insulation and air-sealing work that lowers your bill long-term) or budget counseling. The tradeoff is that they sometimes have longer wait times because they serve many people.
When you contact a community action agency, ask specifically whether they have a utility bill-payment program running right now and whether they are taking new people. Some pause intake during the year and reopen in fall or winter when heating bills spike.
Local government offices and nonprofits in your city or county
Your city or county may run its own bill-payment program or contract with a local nonprofit to run one. Call your city or county social services department and ask if they have utility assistance. You can also search "[your city] utility assistance" or "[your county] utility bill help" to find programs specific to your area.
These programs are often smaller and move faster than statewide ones because they serve fewer people. Some are funded by local government, others by foundations or donations. Coverage amounts and income limits vary widely, so you may find a program here that accepts your income level when state programs do not.
Local nonprofits focused on homelessness prevention, senior services, or disability support sometimes run bill-payment programs as part of their work. If you are over 60, disabled, or at risk of losing housing, search for nonprofits in your area that focus on those populations and ask whether they help with utilities.
Your utility company may have its own assistance program
Many electric companies run bill-payment programs for customers who cannot pay. Call the customer service number on your bill and ask whether they have a hardship program, low-income rate, or bill-payment assistance. Some utilities offer discounts on your rate itself rather than one-time payments, which can lower your bill every month going forward.
Utility company programs are worth checking because you may not need to prove income or hardship the same way you do with outside programs — the utility already has your account information. However, these programs are usually smaller and have stricter rules about who qualifies.
If your utility company says they do not have a program, ask whether they participate in any state or federal programs. Some utilities partner with community action agencies or nonprofits to deliver assistance on their behalf.
What documents and information you will need
Most programs ask for the same basic information. Have these ready before you call or visit:
- A recent electric bill (usually from the last 30 days)
- Proof of income for the last 30 days (pay stubs, benefit statements, or a letter from your employer)
- Proof of hardship if required (notice of disconnection, job loss letter, medical bills, or eviction notice)
- Proof of residency (lease, mortgage, or utility bill in your name)
- Social Security numbers for household members (some programs ask for this, others do not)
Different programs have different rules about what counts as proof. For example, some accept a bank statement as proof of income if you do not have pay stubs. Ask the program what they will accept before you spend time gathering documents.
If you do not have all the documents a program asks for, call them anyway. Many programs will work with you to find an alternative or will accept a signed statement from you instead of official paperwork.
What happens after you contact a program
Once you reach out, the program will tell you whether you meet their income limit and ask you to submit documents. This usually takes a phone call and a form. Some programs let you submit documents by mail, email, or in person; others require you to come in.
After you submit documents, the program reviews your case. This can take anywhere from a few days to several weeks depending on how busy they are. Some programs will call you with a decision; others send a letter.
If the program approves you, they will tell you how much they can pay toward your bill. Some programs pay the utility company directly, which means your bill goes down immediately. Others send you a check or prepaid card to pay the bill yourself. Ask which method they use so you know what to expect.
If a program denies you, ask why. Common reasons are income too high, already received help this year, or the program is out of money. If one program says no, contact another — different programs have different rules, and you may may have access to for a second one.
Frequently Asked Questions
What if I have already been disconnected or have a disconnect notice?
Tell the program this when you contact them. Many programs prioritize people with active disconnect notices or recent disconnections because the situation is urgent. Some programs can also contact your utility company to ask them to delay disconnection while your case is being reviewed.
Can I get help more than once a year?
Most programs limit you to one payment per year or per program year (which often runs October to September). However, you can usually receive help from multiple different programs in the same year. If one program has already helped you, ask 211 or your state commission about other programs you might may have access to for.
What if my income is too high for most programs?
Income limits vary. A program that turns you down may have a limit of 150% of the federal poverty line, while another accepts up to 200%. Call several programs before you give up. You can also ask your utility company about low-income rates or budget billing, which are not based on income and may lower your bill.
Do I have to pay the money back?
No. Bill-payment assistance is a one-time payment, not a loan. You do not owe the money back. Some programs may ask you to sign an agreement saying you will not fall behind again, but this is not a debt.
What if a program asks for my Social Security number and I do not want to give it?
Ask the program whether it is required or optional. Some programs need it to verify income through government databases; others ask for it but will accept an alternative. If you are uncomfortable, explain this and ask what they can do instead. You have the right to decline, though the program may not be able to process your case without it.