Utilities FAQ

When can your service be shut off? 

If you have not paid your bills, your utility company may shut off service. However, they will need to adhere to the following, per NYS:

• They must wait at least 35 days after the payment due date before terminating service.
• They must give at least 15 days’ notice before shutoff.
  • Notice must be either personally delivered or sent by certified/registered mail.
  • This notice must include the reason for shutoff, the amount due, information on where/how you can make payments to prevent shutoff, the date of shutoff, contact information for the utility company, and a FINAL NOTICE disclaimer.

Service can only be disconnected on Monday-Thursday during regular business hours, and cannot be shutoff on a holiday when the office will be closed.

Additional protections may be available on a case-by-case basis. Be sure to reach out for more information.

When can’t your service be shut off?

• If you have not received a Final Notice.
• If you have filed a billing dispute that has not yet been resolved.
• If you have a medical emergency or condition (see below for more information).
• If you make a payment agreement with the utility company that covers the amount owed.
• If you make a full payment before the shutoff date.

What kind of notifications will you receive?

If you have not paid a bill, payment agreement installment or deposit payment, your utility must send you a Final Termination Notice before it can turn off your service. The notice will state the reasons for the intended shutoff, the earliest date on which a shutoff might occur, the address and phone number of your utility, and your rights under HEFPA.

After the notice has been sent to you, the utility must allow 15 days for you to resolve the problem before it can shut off your service.

What kind of protections do you have in emergency/medical situations?

If you have a medical condition or emergency that will be made worse without utility service (for example, you use medical equipment that requires electricity to function), there are special protections in place to prevent or delay shutoff.

You will need documentation of your condition either from your doctor, or the local Board of Health. The notification may be made by phone, but must be followed within five business days by written certification, which includes required identification information of the certifying authority.

A medical certificate will place a 30 day hold on your account.  If you have life sustaining equipment, the doctor can send in a form for that as well which will have further protections.

For more information, please contact the utility company. You can also reach out to the NLS Utility Hotline at 716.847.0650 (Erie County) or 716.201.0046 (Niagara County). For residents of Genesee, Orleans, or Wyoming Counties, reach out at 585.343.5450 .

Are there any other medical exemptions/protections available?

If your utility is aware that you and all adults living with you are 62 years of age or older, blind or disabled, it will make special attempts to contact you by phone or, if necessary, in person, at least three days before a scheduled service shut off in order to help you keep your utility service on.  If the issue has not been resolved by the shutoff date, the company will notify the local Department of Social Services of the possible service shutoff, and continue service for another 15 business days.

If your service is shut off, your utility will try to reach you within 10 days after your service has been terminated to determine whether alternative arrangements for utility service have been made, or whether service can be restored through an arrangement to pay the bills you owe.

Are there any additional protections/restrictions regarding shutoffs in the winter months?

From November 1^st through April 15^th, there is what is known as the “cold weather period,” and there are protections available to ensure your health and safety.

Before shutoff, your utility company will attempt to contact you or another adult at your home by phone or in person at least three days before the scheduled service shutoff, and again the day of the service shutoff, to determine whether shutting off your heat-related service could cause serious harm to the health or safety of any resident in your home. If the utility finds that harm might result, it must notify the local Department of Social Services, which will then conduct its own investigation. Meanwhile your utility cannot shut off your service for another 15 business days.

What are some reasons you might have to dispute your bill?/What should you do if you disagree with your bill?

If you disagree with your bill, you can first contact your utility to dispute.

You should be sent a dispute packet which should be filled out and returned to the utility company with any proof you may have.  Keep copies for yourself.

If you disagree with the utility company’s decision, you can contact the Department of Public Service.

File a Complaint | Department of Public Service

You can apply online, phone, fax, mail or in person.

If your lease includes utilities but the landlord has not been paying the bills, what rights do you have?

If you live in an apartment building or a two-family house and your landlord fails to pay the utility bill for the building, your utility has to notify you of the landlord’s non-payment. If you live in an apartment building, your utility must post notices in the building and mail you a separate notice at least 18 days before disconnection. If you live in a two-family house, your utility must mail or give you a separate notice at least 15 days before disconnection. Between November 1 and April 15, if your service is heat-related, you will be given at least 30 days notice of the possible shutoff of your service.

The notice will tell you how to contact your utility so that it can help you and other tenants work out a way to avoid service disconnection, even if the landlord refuses to make payments, and that the PSC will assist tenants in making payment arrangements with your utility.

A good option available to tenants to avoid service disconnection is to pay current utility bills directly and deduct those utility payments from rent payments. This is allowed by State law, and your utility can help you with this option.

What kind of assistance is available?

• Home Energy Assistance Program (HEAP) is a federal grant program that helps income-eligible residents with their energy bills. There are two kinds of HEAP assistance available.
  • Regular HEAP benefits are paid directly to your utility company. This program usually opens applications in the fall, and the amount will be determined by your income and household size. Find more information
  • HEAP
  • Emergency HEAP is available in an emergency or shutoff situation, even if you have not applied for regular HEAP assistance. For emergency assistance, reach out to your county
  • Emergency HEAP
• Balanced Billing is a payment plan that helps even out bills that are high in one season and low in another so that your energy charges stay pretty much the same throughout the year. Reach out to the utility company for more information.
• Payment Agreements can be an option if you are overdue on your bills, allowing you to pay the overdue amount in installments.
• There is emergency utility assistance through DSS (based on what county you are in).
  • This is a separate program from HEAP.
  • You must have a disconnect notice from your gas and/or electric company and must exhaust HEAP first, if you are eligible for HEAP and HEAP is ope
  • There are no income guidelines but there are resource limits.
  • You must be the customer and primary tenant of record and first attempt to work out a payment arrangement with the utility company. National Fuel can be contacted at (716) 686-6123, National Grid at 1-800-443-1837 and NYSEG at 1-800-572-1111.
  • If you cannot work out a payment arrangement with the utility company, you can then go to DSS to apply. You must bring a copy of your landlord statement/lease/rent receipt/deed, disconnect notice, financial statement, identification and proof of your household income, resources and expenses. If you cannot get all of the above items, ask DSS for hel DSS must make a determination that same day.
  • In most cases, DSS can only look back four (4) months and pay the last four (4) months of arrears. The assistance may be a grant or a loan depending on your incom If your income is too high to receive Temporary Assistance (“TA”) and you do not receive SSI benefits, you will most likely receive a loan for the assistance. If you are a recipient of TA or SSI, DSS can look back 10 months and pay the most recent four (4) months of arrears. The assistance will put a 30-day hold on your account.
  • If you are an SSI recipient, DSS cannot require you to pay back the assistance and in addition to paying the most recent four (4) months of arrears, DSS must also provide you with a six (6) month guarantee of service.
  • If you are denied, get the denial in writing. You have 60 days to request a fair hearing and can call our office for review.

How can you get service reinstated after shutoff?

Your service will be turned back on within 24 hours (when possible) if:

• You pay the total amount due
• You work out a payment agreement with the utility company
• DSS agrees to make a payment on your behalf
• If the utility company is notified that serious harm to health or safety is likely to result if service is not reconnected

Any additional questions?

Don’t hesitate to reach out to the NLS Utility Hotline at 716.847.0650 (Erie County) or 716.201.0046 (Niagara County). For residents of Genesee, Orleans, or Wyoming Counties, reach out at 585.343.5450 .

2026 Neighborhood Legal Services, Inc., Public Benefits Unit

Updated April 2026