Utility Shutoff Notice? Step-by-Step Plan to Stop Disconnection in New York (2026) — Electric, Gas, Water
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If you got a shutoff/termination notice, you’re not “behind”—you’re on a clock. The good news: New York has some of the strongest consumer protections in the U.S. under HEFPA (Home Energy Fair Practices Act), plus multiple assistance programs and escalation paths. (Department of Public Service)
This guide is built to help low-income households, disabled people, seniors, and families in crisis stop disconnection fast—without fluff.
Table of contents
What to do in the next 60 minutes
Minute 0–10: Identify what kind of shutoff you’re facing (this changes the play)
Electric / gas / steam (usually PSC-regulated utilities) → HEFPA protections apply. (Department of Public Service)
Municipal water (often city/town water board) → rules vary; NYC has its own termination regulations. (NYC Government)
Heating oil / propane → not handled the same way; NYS DPS notes those are not in their consumer billing/service complaint scope the same way electric/gas are. (Department of Public Service)
Minute 10–25: Pull the 3 documents that stop shutoffs fastest
Your shutoff/termination notice (or screenshot)
Your latest bill showing account number + balance
Proof you’re elderly/disabled/medical emergency if applicable (letter from doctor, disability award letter, etc.)
HEFPA has special protections for medical emergencies and for people who are elderly, blind, or disabled, and for safety risks during the cold weather period. (apps.cio.ny.gov)
Minute 25–45: Lock in a “stop action” (one of these usually works)
Pick the fastest applicable option:
Set up a payment agreement / deferred payment agreement (DPA) with the utility (this can stop termination). HEFPA specifically recognizes payment agreement pathways as a way to avoid shutoff. (Department of Public Service)
Apply for HEAP Emergency if you have a heat/heat-related emergency or a shutoff risk. The 2025–2026 Emergency HEAP opened January 2, 2026. (NY State OTDA)
Enroll in the Energy Affordability Program (EAP) for monthly discounts (this reduces ongoing bills so you don’t relapse into arrears). NYS points to up to $500 in annual discounts. (Governor Kathy Hochul)
Minute 45–60: Escalate same day if you’re inside 72 hours
If your utility says shutoff is coming within 72 hours, NYS DPS explicitly says: don’t use the online form—call the emergency hotline (weekdays). (Department of Public Service)
Know the rules: shutoff timing, cold weather protections, and your rights
1) “They can shut you off tomorrow” is often cap
Under HEFPA, for nonpayment, utilities generally must:
Wait until you’re at least 20 days past due before sending a Final Termination Notice, and
After sending that final notice, give you 15 days to resolve it before shutoff. (Department of Public Service)
Also: if you have a disputed charge and the complaint is pending, state regulations restrict termination for the disputed portion. (Legal Information Institute)
2) Cold weather protections exist—but they’re not a “free pass”
New York requires special protections in the cold weather period (Nov 1 – Apr 15) and requires utilities to make special efforts to avoid dangerous loss of heat-related service. (NYSERDA)New York also requires suspension of termination for nonpayment during a two-week period encompassing Christmas and New Year’s Day. (NYSERDA)
Translation: you still need to act, but you have leverage—especially if heat loss impacts health/safety.
3) If shutoff happens, reconnection can be fast
HEFPA guidance states that if service is shut off for nonpayment, the company must restore service within 24 hours where possible after payment or after signing a payment agreement and making required down payment (if required). (Department of Public Service)
Step-by-step plan to stop electric/gas shutoff in New York
Step 1: Call the utility and request the exact “termination hold” path
Your goal is not to “explain your situation.” Your goal is to trigger a hold via one of these:
Payment agreement / DPA
Medical emergency / serious health & safety risk review
HEAP pending / HEAP emergency process
EAP enrollment (longer-term affordability)
HEFPA rights overview makes clear the utility must provide notice and describes your rights and where to get help if violated. (Department of Public Service)
Step 2: Ask for a payment agreement that fits your cash reality (don’t freestyle)
Utilities commonly offer payment agreements; for example, Con Edison describes payment agreements as manageable installments. (Con Edison)National Grid describes “Deferred Payment Agreement” structures (including down payment + installment period). (National Grid)
If the down payment is the blocker, say so and move to HEAP emergency or DPS escalation.
Step 3: Apply for HEAP (Regular + Emergency) if eligible
Regular HEAP for heating costs opened December 1, 2025 for 2025–2026. (NY State OTDA)
Emergency HEAP opened January 2, 2026 and is designed for households in a heat/heat-related emergency (including shutoff risk). (NY State OTDA)
Cooling Assistance is scheduled to open April 15, 2026 (useful for summer heat risk). (NY State OTDA)
Step 4: Enroll in EAP so you stop re-falling behind
The NYS Energy Affordability Program (EAP) provides monthly bill discounts for income-eligible households. (Department of Public Service)The Governor’s office specifically promoted EAP as providing up to $500 in annual discounts. (Governor Kathy Hochul)
Step 5: Escalate to NYS DPS if the utility isn’t following rules
NYS DPS says: first try the utility; if not resolved, file a complaint with the Office of Consumer Services. (Department of Public Service)If you’re within 72 hours of shutoff, DPS warns you to call the emergency hotline instead of using the online form. (Department of Public Service)
Hardship programs that prevent shutoff
1) HEAP (LIHEAP in New York)
New York’s LIHEAP is called HEAP and includes Regular + Emergency benefits and other components. (NY State OTDA)
When HEAP matters most for shutoff prevention:
You have a shutoff notice
You’re at risk of running out of fuel (for certain heating sources)
There’s a heat-related domestic emergency
2) EAP (Energy Affordability Program)
This is not a one-time grant. It’s a discount engine that makes your monthly bills survivable. (Department of Public Service)
3) HEFPA “medical emergency” and vulnerability protections
HEFPA provides special protections for medical emergencies and for people who are elderly, blind, or disabled, plus cold weather period safety protections. (apps.cio.ny.gov)
Water shutoff prevention in New York
Water is messier than electric/gas because it can be:
City/town water department (municipal rules)
A regulated water utility (DPS may handle complaints in some cases) (Department of Public Service)
In NYC specifically: NYC Water Board regulations authorize termination for nonpayment (with formal rules). (American Legal Publishing)
If you’re in NYC
Start here:
NYC DEP’s “Overdue Water & Sewer Charges” page points you to the Water Board’s discontinuance regulations. (NYC Government)
The NYC Water Board’s service termination regulation document explains authorization for termination for nonpayment. (NYC Government)
Outside NYC
Your move:
Call your local water provider and request a payment arrangement and any hardship program.
Ask whether your provider is subject to DPS oversight; if yes, DPS complaint channels may apply. (Department of Public Service)
Document checklist
Must-have (electric/gas)
Shutoff/termination notice (photo/screenshot)
Most recent bill (account number + balance)
Proof of identity (ID)
Proof of residence (lease, mail, etc.)
Strongly recommended (for “hardship” protection)
Proof of disability (SSI/SSDI award letter, Medicaid disability category, etc.)
Proof of age 60+ (ID)
Doctor letter for medical need / health & safety risk (if true)
HEAP/EAP-ready add-ons
Proof of income (paystubs, unemployment, benefit letters)
Household size proof (if needed)
Heating source info (if you pay for heat)
HEAP eligibility factors include income, household size, heating source, and presence of vulnerable household members (under 6, 60+, permanently disabled). (NY State OTDA)
Call scripts
Script 1 — Utility: “I need a termination hold today”
Hi, I received a shutoff/termination notice. I’m calling to stop disconnection and set up the correct protection today.I want to (1) set up a payment agreement/deferred payment agreement, and (2) confirm whether my account qualifies for HEFPA protections due to health/safety risk or vulnerability, and (3) note that I’m applying for HEAP/EAP where eligible.What is the fastest way to place a hold on termination while we finalize the arrangement?
(HEFPA requires a Final Termination Notice and time to resolve before shutoff, and payment agreements are a recognized resolution route.) (Department of Public Service)
Script 2 — If shutoff is within 72 hours: DPS emergency escalation
I have a final disconnection notice and the utility says my service will be shut off within 72 hours. I need emergency assistance to prevent termination and to ensure HEFPA procedures are followed.
DPS explicitly directs customers in this situation to call the emergency hotline (weekdays). (Department of Public Service)
Script 3 — Water provider: “payment plan + termination pause”
I’m behind due to hardship and I’m requesting a payment arrangement and confirmation of any termination/discontinuance timeline.Please tell me what documentation you need for hardship consideration and how to pause discontinuance while I submit it.
Email template
Subject: Urgent: Request for payment agreement + termination hold (Account #[_____])
Hello [Utility/Water Provider Name],I received a shutoff/termination/discontinuance notice dated [DATE]. I’m requesting:
A payment agreement/deferred payment agreement that I can maintain; and
A pause/hold on termination while the agreement is established and while I submit supporting documents; and
Confirmation of any protections available under health/safety, medical need, or household vulnerability.
Attached: (a) shutoff notice, (b) latest bill, (c) proof of residence, and (d) [medical/disability/age documentation if applicable].
Please confirm in writing the next steps and the earliest date service could be disconnected if unresolved.
Thank you,[Full Name][Service Address][Phone][Email]
Common denial reasons
These are the repeat offenders:
Missed deadlines (waiting until the final 72 hours to act)
No “affordable” payment agreement requested (you accept a plan you can’t maintain)
Missing documentation for HEAP/EAP eligibility
You didn’t escalate when the utility refused to apply rules properly
Wrong program for the utility type (e.g., expecting DPS electric protections to apply to heating oil/propane)
If you were denied, do this
Action plan (fast + realistic)
Ask for the denial reason in writing (or screenshot the portal decision).
Fix the specific issue (missing doc, income proof, household size, heating source).
Re-request a payment agreement that matches your actual budget.
Escalate to NYS DPS if utility procedures weren’t followed:
File a complaint after attempting resolution with the utility (Department of Public Service)
If shutoff is within 72 hours, call DPS emergency hotline (weekdays) (Department of Public Service)
If HEAP is your route, contact your local HEAP district for Emergency HEAP support. (NY State OTDA)
Avoid scams & misinformation
Red flags
“Pay me and I’ll guarantee your shutoff gets canceled”
Anyone requesting gift cards, crypto, wire transfer
Fake “HEAP enrollment” sites that aren’t NY.gov / OTDA / official utility pages
“I’m with the government, confirm your SSN and pay a reinstatement fee”
Reality check: the legit path is boring but effective
Legit assistance in NY typically runs through:
NYS OTDA / local districts for HEAP (NY State OTDA)
NYS DPS for consumer complaints and emergency shutoff help (Department of Public Service)
Official utility assistance pages (payment agreements, EAP enrollment) (Con Edison)
Summary table: 6 real options to stop shutoff
Option | What it does | Best for | Speed | What you need | Start here |
Payment agreement / DPA (HEFPA) | Stops termination by setting installments | Most households with arrears | Fast | Notice + budget + bill | Utility payment agreement channels (Con Edison) |
HEFPA rights protections | Enforces notice/timing + health/safety protections | Elderly/disabled/medical risk + cold weather safety | Fast–Medium | Notice + vulnerability proof | HEFPA rights overview (Department of Public Service) |
HEAP Emergency (NY LIHEAP) | Helps in heating emergency / shutoff risk | Households facing heat-related emergency | Medium | HEAP eligibility docs | OTDA HEAP + Emergency open Jan 2, 2026 (NY State OTDA) |
HEAP Regular | Helps with heating costs (prevent arrears growth) | Low-income households who heat their home | Medium | Income + household info | Regular HEAP opened Dec 1, 2025 (NY State OTDA) |
Energy Affordability Program (EAP) | Monthly bill discounts; reduces ongoing bill | Prevent recurring shutoffs | Medium | Income/benefit eligibility | NYS DPS EAP + up to $500 annual discounts (Department of Public Service) |
NYS DPS Emergency Hotline / Complaint | Forces accountability; emergency help within 72 hours | Utility not following rules / imminent shutoff | Fast | Utility name + account + notice | DPS file complaint + 72-hour hotline guidance (Department of Public Service) |
FAQ
“How do I stop a utility shutoff in New York fast?”
Usually the fastest path is a payment agreement plus HEFPA protections, and if eligible, Emergency HEAP for heat-related shutoff risk. (Department of Public Service)
“Can a utility shut me off without notice in New York?”
For nonpayment, utilities generally must provide a Final Termination Notice and wait periods (20 days past due before final notice; 15 days after final notice before shutoff). (Department of Public Service)
“What are New York’s winter shutoff rules?”
New York has heightened protections during the cold weather period (Nov 1–Apr 15) and a holiday two-week suspension around Christmas/New Year’s Day. (NYSERDA)
“What if my service will be shut off within 72 hours?”
NYS DPS says to call the emergency hotline (weekdays) instead of using the online complaint form. (Department of Public Service)
“What is HEAP emergency and when is it open?”
Emergency HEAP for 2025–2026 opened January 2, 2026. (NY State OTDA)
“What is the Energy Affordability Program in New York?”
EAP provides monthly bill discounts for eligible households; NYS has promoted it as providing up to $500 in annual discounts. (Department of Public Service)
“Can my water be shut off in NYC?”
NYC’s Water Board regulations authorize discontinuance/termination for nonpayment under defined rules. (NYC Government)
“Does DPS handle heating oil or propane shutoffs?”
DPS complaint guidance indicates some services (including home heating oil and propane) are not handled the same way as regulated utilities for billing/service complaints. (Department of Public Service)
“If my utilities were shut off, how fast must they reconnect?”
HEFPA guidance indicates reconnection can be required within 24 hours where possible after payment or after signing a payment agreement and meeting any required down payment. (Department of Public Service)
Internal link suggestions
Use these as a structured cluster (and publish them if you don’t already have them):
“Emergency HEAP New York: How to Apply (2026)” (anchor: Emergency HEAP shutoff help) (NY State OTDA)
“Energy Affordability Program (EAP) New York: Discounts + Eligibility” (anchor: monthly utility bill discounts) (Department of Public Service)
“Emergency Rent Assistance New York (2026): What Still Exists” (anchor: rent help to prevent shutoffs)
“NYC Water Bill Help: Payment Plans + Avoid Discontinuance” (anchor: NYC water shutoff prevention) (NYC Government)
“How to File a Utility Complaint in New York (DPS) + 72-Hour Hotline” (anchor: escalate a shutoff notice) (Department of Public Service)
Sources to verify
Use only primary, official sources (and don’t invent contacts):
NYS Department of Public Service (HEFPA rights overview; HEFPA info; complaint process; 72-hour emergency hotline instructions) (Department of Public Service)
NYSERDA utility consumer protections summary (cold weather period; holiday suspension) (NYSERDA)
NYS OTDA HEAP (Regular/ Emergency/ Cooling dates and eligibility) (NY State OTDA)
NYS DPS Energy Affordability Program overview and fact sheet (Department of Public Service)
NYC DEP + NYC Water Board termination/discontinuance regulations for water/sewer (NYC Government)
Author
Written by a benefits navigator researcher.
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