Where to find bill payment help

If you cannot pay your electric bill in full, contact your utility company first. Most utilities have hardship programs that let you pay over time, delay disconnection, or reduce what you owe. Call the number on your bill — not a website — and ask to speak with someone about payment plans or assistance programs. Have your account number ready.

If your utility does not have a program that works for you, or if you need money to pay rather than just a payment plan, contact your local community action agency. These nonprofits run the Low Income Home Energy Assistance Program (LIHEAP), which pays utility bills directly for households below certain income thresholds. You can find your local agency by calling 211 or visiting the National Association of State Directors of LIHEAP at liheap.ncat.org.

Some states and cities also run their own bill assistance programs separate from LIHEAP. Your utility's website usually lists these under "assistance" or "hardship" pages, or you can ask when you call.

Key Takeaways

  • Your utility company has payment plans and hardship programs you can access by calling the customer service number on your bill.
  • LIHEAP, run through local community action agencies, pays electric bills for low-income households and is found by calling 211.
  • Many utilities will delay or stop disconnection if you contact them before your bill is overdue, even if you cannot pay the full amount.
  • Income limits for bill assistance vary by state and program, so contact your local agency to learn what threshold applies to you.

How utility hardship programs work

When you call your utility and ask about hardship assistance, they will typically offer one or more of these options: a payment plan that spreads your bill over several months, a temporary reduction in what you owe, or a delay in disconnection while you arrange payment. Some utilities forgive a portion of the bill if your household income is very low.

You will usually need to provide proof of income — a recent pay stub, tax return, or letter from your employer — and sometimes proof of hardship, such as a medical bill or job loss notice. The utility will tell you what documents they need when you call. If you are approved, the utility will send you a new payment schedule or agreement in writing.

Hardship programs do not erase your debt, but they prevent disconnection and give you time to pay without late fees or collection action. Once you are on a plan, keep making the payments on schedule; missing a payment can end the agreement and restart disconnection proceedings.

LIHEAP and community action agencies

LIHEAP is a federal program that gives money directly to utilities to pay bills for households that meet income and other requirements. Each state runs its own LIHEAP program with different income limits, so what qualifies in one state may not in another. Most programs serve households at or below 150% of the federal poverty line, but some go higher.

To find out whether you may be served, call 211 and ask for LIHEAP, or search for your state's community action agency online. When you contact them, have your utility account number, a recent bill, and proof of income ready. Many agencies can tell you over the phone whether your income falls within their range.

LIHEAP programs often have waiting lists or limited funding. If the program is closed when you call, ask when it reopens and whether you can be placed on a list to be contacted. In the meantime, contact your utility about a payment plan so you do not fall further behind.

What happens if you cannot pay before disconnection

Most utilities must give you written notice before they disconnect service, usually 10 to 30 days depending on your state. The notice will say the date service will be shut off and how to avoid it. If you receive a disconnection notice, call your utility immediately — do not wait. Many utilities will stop the disconnection process if you contact them before the scheduled date, even if you cannot pay the full amount.

Tell the utility you are seeking assistance or want to set up a payment plan. Ask them to hold off on disconnection while you apply for LIHEAP or arrange a hardship plan. Some utilities will pause disconnection for 30 days or longer if you show you are taking action. Get the name of the person you speak with and ask them to note your account that you have called.

If disconnection happens, you will have to pay a reconnection fee in addition to your bill balance. This fee varies but is often $50 to $200. Reconnection can take several days, leaving you without power. Calling before the disconnection date is much cheaper and faster than dealing with reconnection.

State and local programs beyond LIHEAP

Many states run additional bill assistance programs, and some cities and counties have their own funds. These programs may have higher income limits than LIHEAP, shorter wait times, or different rules about what bills they cover. Your utility's website is often the fastest place to find these — look for a link labeled "assistance," "hardship," or "bill help."

If you do not find anything on the utility website, call 211 again and ask whether your state or city has programs beyond LIHEAP. You can also contact your city council member's office or your county social services department; they often know about local funds that are not widely advertised.

Some nonprofits and charities also help with utility bills, though they usually have very limited funds and long waiting lists. The Salvation Army and Catholic Charities both run utility assistance programs in some areas. These are worth calling if other options are not available, but do not count on them as your primary plan.

How to avoid falling behind on future bills

Once you have caught up or stabilized your bill, look into budget billing if your utility offers it. Budget billing averages your annual usage and spreads it into equal monthly payments, so you pay the same amount each month instead of facing spikes in winter or summer. This makes it easier to plan and less likely you will fall behind.

You can also ask your utility whether they offer lower rates for low-income households. Many utilities have low-income rate programs that reduce your per-unit cost if you meet income requirements. These are separate from bill assistance and can lower your bill permanently. Ask about this when you call about hardship programs.

If you are struggling with energy costs in general, contact your local community action agency about weatherization assistance. This program pays for insulation, air sealing, and other improvements that lower your energy use and your bill. There is usually a waiting list, but it is worth joining.

Frequently Asked Questions

Will asking for help hurt my credit?

No. Contacting your utility about a hardship program or payment plan does not affect your credit score. Your credit is only damaged if you stop paying and the utility sends your account to a collection agency. Asking for help before that happens protects your credit.

Can I get help if I rent instead of own?

Yes. If the electric bill is in your name, you can contact the utility directly about assistance. If your landlord pays the electric bill and includes it in your rent, you will need to work with your landlord to get the utility's assistance, or contact LIHEAP to see whether they can help in your situation. Call 211 to ask.

What if I owe money from a previous address?

Contact the utility that served your old address and ask about a payment plan for the old debt. Many utilities will not reconnect service at a new address if you owe at the old one, so settling this first prevents problems. If you cannot pay, ask whether they have a hardship program or whether LIHEAP can help with old debt.

How long does it take to get LIHEAP money?

Processing time varies by state and how busy the program is, but it typically takes two to six weeks from the time you contact the agency. Some programs are faster if you apply in person. Call your local community action agency to ask their current timeline and whether you can speed up the process.

Can I get help more than once?

LIHEAP typically serves each household once per year, though some states allow help twice. Utility hardship programs have their own rules — some allow you to use them once every few years, others allow them more often. Ask your utility and your local LIHEAP program what their repeat-assistance policy is.