Utility shutoff: do this now

Your plan

6 steps, in the order that works. Select any step for the full instructions.

1. Do this first. Protect health if service is unsafe. More info.Do firstProtect health if service is unsafeMore info
2. Step1Step 1 of 6. Read notice and confirm provider type. More info.Read notice and confirm provider typeMore info
3. Step2Step 2 of 6. Ask utility for a payment plan. More info.Ask utility for a payment planMore info
4. Step3Step 3 of 6. Request medical or winter protection. More info.Request medical or winter protectionMore info
5. Step4Step 4 of 6. Apply for Community Action LIHEAP. More info.Apply for Community Action LIHEAPMore info
6. Step5Step 5 of 6. Tap utility hardship funds and 211. More info.Tap utility hardship funds and 211More info
7. Step6Step 6 of 6. Escalate unresolved dispute to PSC. More info.Escalate unresolved dispute to PSCMore info

This is the ordered plan for Utility Shutoff or Utilities Already Disconnected. Each step links to its full instructions further down this page.

Each step in full

The same steps as the plan above, with the instructions for each one.

1. Do firstProtect health if service is unsafe

   Add to Action Deck

   Private plan · nothing is sent

   Do this

   If losing power, water, heating, or cooling creates immediate danger, get emergency help and a safer temporary plan.

   • Tell the utility and healthcare team about equipment, medicine storage, or other urgent needs.
   • Ask about medical protections while arranging safety; a certificate request is not confirmation that service will stay on.

   Ways to get help for this step

   • Emergency Dispatch (Life Safety)

     Immediate emergency assistance if loss of electricity or water causes life-threatening medical danger.

     Call 911

   Limits and what to confirm

   • Binds only investor-owned utilities and water districts under PSC jurisdiction; municipal utilities set local board rules.
   • Coverage by a protection, safe temporary accommodation, and continued service are UNKNOWN for this account.
   Why this step is here+

   Health and safety come before payment paperwork.

   What was checked, and what is still unknown (1)+

   Official sources checked (1)

   • Kentucky Public Service Commission·Customer Bill Of Rights
     Establishes: Residential customers of regulated Kentucky utilities can dispute termination, negotiate partial payments, and ask about conditional medical-certificate and seasonal Certificate of Need protections.
     Practical limit: Binds only investor-owned utilities and water districts under PSC jurisdiction; municipal utilities set local board rules.
     Checked on 2026-09-07

   Still unknown

   • •Coverage by a protection, safe temporary accommodation, and continued service are UNKNOWN for this account.
   Back to your plan

2. Step 1Read notice and confirm provider type of 6

   Add to Action Deck

   Private plan · nothing is sent

   Do this

   Find the provider, account, balance, service status, and stated action date on the actual bill or notice.

   • Use the contact on an independently verified utility website or bill, not an unsolicited payment message.
   • Check whether your provider is PSC-regulated (e.g. LG&E, KU, Columbia Gas) or a municipal utility exempt from PSC rules.

   Move on when: you know which account and action need a response.

   Ways to get help for this step

   • Kentucky PSC customer bill of rights — PSC-regulated utilities

     The PSC's customer rights apply only to utilities it regulates; municipal utilities set their own rules.

     Open official route →
   • 807 KAR 5:006 — PSC termination and medical-certificate rule

     The termination-notice rule for PSC-regulated utilities.

     Open official route →

   Limits and what to confirm

   • Binds only investor-owned utilities and water districts under PSC jurisdiction; municipal utilities set local board rules.
   • PSC jurisdiction, service type, reason for termination and exceptions matter. A certificate request is not a confirmed hold; obtain account-specific confirmation and maintain a safety plan.
   • The account status, jurisdiction, and applicable notice rule need direct confirmation.
   What was checked, and what is still unknown (2)+

   Official sources checked (2)

   • Kentucky Public Service Commission·Customer Bill Of Rights
     Establishes: Residential customers of regulated Kentucky utilities can dispute termination, negotiate partial payments, and ask about conditional medical-certificate and seasonal Certificate of Need protections.
     Practical limit: Binds only investor-owned utilities and water districts under PSC jurisdiction; municipal utilities set local board rules.
     Checked on 2026-09-07
   • Kentucky Public Service Commission / Legislative Research Commission·807 KAR 5:006, General rules
     Establishes: For nonpayment, 807 KAR 5:006 §15 specifies ten days' notice for gas/electric and five for water/sewer/telephone, with exceptions. A qualifying written physician, registered-nurse or public-health-officer certificate delays termination thirty days; §16 has conditional winter gas/electric reconnection terms.
     Practical limit: PSC jurisdiction, service type, reason for termination and exceptions matter. A certificate request is not a confirmed hold; obtain account-specific confirmation and maintain a safety plan.
     Checked on 2026-09-30

   Still unknown

   • •The account status, jurisdiction, and applicable notice rule need direct confirmation.
   Back to your plan

3. Step 2Ask utility for a payment plan of 6

   Add to Action Deck

   Private plan · nothing is sent

   Do this

   Request a payment arrangement, dispute review, or reconnection instructions directly from the utility.

   • Ask what payment or documentation is required and whether a shutoff is actually paused.
   • Keep the bill or notice, payment receipt, assistance confirmation, and utility instructions together so conflicting status can be traced.
   • For a regulated utility, ask about PSC protections and seasonal assistance; obtain the arrangement and next date in writing.

   Limits and what to confirm

   • Binds only investor-owned utilities and water districts under PSC jurisdiction; municipal utilities set local board rules.
   • A payment plan, pause, reconnection fee, and restoration time are UNKNOWN until confirmed.
   What was checked, and what is still unknown (1)+

   Official sources checked (1)

   • Kentucky Public Service Commission·Customer Bill Of Rights
     Establishes: Residential customers of regulated Kentucky utilities can dispute termination, negotiate partial payments, and ask about conditional medical-certificate and seasonal Certificate of Need protections.
     Practical limit: Binds only investor-owned utilities and water districts under PSC jurisdiction; municipal utilities set local board rules.
     Checked on 2026-09-07

   Still unknown

   • •A payment plan, pause, reconnection fee, and restoration time are UNKNOWN until confirmed.
   Back to your plan

4. Step 3Request medical or winter protection of 6

   Add to Action Deck

   Private plan · nothing is sent

   Do this

   Ask the utility and Community Action Agency which medical or seasonal protection applies to this account.

   • Under 807 KAR 5:006, a qualifying written certification by a physician, registered nurse or public health officer that termination will aggravate a resident's debilitating illness or infirmity delays termination thirty days for a jurisdictional utility; confirm the account action and applicable conditions.
   • Ask who must issue the certificate and how to deliver it; record when the utility acknowledges it.
   • Between November 1 and March 31, ask about the Certificate of Need winter reconnection route.

   Ways to get help for this step

   • 807 KAR 5:006 — PSC termination and medical-certificate rule

     The medical-certification and winter-reconnection rule for PSC-regulated utilities.

     Open official route →
   • Community Action Agency for your county — Kentucky directory

     Find the Community Action Agency serving your county for the winter certificate of need.

     Open official route →

   Limits and what to confirm

   • Binds only investor-owned utilities and water districts under PSC jurisdiction; municipal utilities set local board rules.
   • PSC jurisdiction, service type, reason for termination and exceptions matter. A certificate request is not a confirmed hold; obtain account-specific confirmation and maintain a safety plan.
   • A diagnosis, age, or assistance application alone does not establish a protection or erase the debt.
   What was checked, and what is still unknown (2)+

   Official sources checked (2)

   • Kentucky Public Service Commission·Customer Bill Of Rights
     Establishes: Residential customers of regulated Kentucky utilities can dispute termination, negotiate partial payments, and ask about conditional medical-certificate and seasonal Certificate of Need protections.
     Practical limit: Binds only investor-owned utilities and water districts under PSC jurisdiction; municipal utilities set local board rules.
     Checked on 2026-09-07
   • Kentucky Public Service Commission / Legislative Research Commission·807 KAR 5:006, General rules
     Establishes: For nonpayment, 807 KAR 5:006 §15 specifies ten days' notice for gas/electric and five for water/sewer/telephone, with exceptions. A qualifying written physician, registered-nurse or public-health-officer certificate delays termination thirty days; §16 has conditional winter gas/electric reconnection terms.
     Practical limit: PSC jurisdiction, service type, reason for termination and exceptions matter. A certificate request is not a confirmed hold; obtain account-specific confirmation and maintain a safety plan.
     Checked on 2026-09-30

   Still unknown

   • •A diagnosis, age, or assistance application alone does not establish a protection or erase the debt.
   Back to your plan

5. Step 4Apply for Community Action LIHEAP of 6

   Add to Action Deck

   Private plan · nothing is sent

   Do this

   Contact your local Community Action Agency for the current LIHEAP intake route.

   • Ask which application period is open and whether it addresses your fuel and current situation.
   • Prepare the bill, shutoff notice, and only the income and household evidence the agency requests.

   Ways to get help for this step

   • Louisville Metro LIHEAP information

     Check Louisville Metro's current component and application instructions for Jefferson County.

     Open official route →
   • Community Action Kentucky Agency Directory

     Find the local Community Action Agency serving your Kentucky county.

     Open official route →

   Seasonal application periods & current status

   LIHEAP Subsidy ComponentStatus unconfirmed

   Calendar: Current 2026–27 Subsidy dates are not confirmed; ask the Community Action Agency for its current announcement.

   Who qualifies: Confirm the current income and resource rules with the local agency; individual eligibility is not confirmed.

   Next action: Ask your Community Action Agency what records it currently requires.

   While closed: Ask your Community Action Agency for current dates and application instructions.

   LIHEAP Crisis ComponentStatus unconfirmed

   Calendar: Current 2026–27 Crisis dates are not confirmed; ask the Community Action Agency for its current announcement.

   Who qualifies: Have you received a disconnect notice, already lost service or nearly run out of heating fuel? Ask the local agency which situations and evidence qualify under its current Crisis rules.

   Next action: When Crisis is open, ask the Community Action Agency what evidence it requires for the current situation.

   While closed: Ask the utility about payment arrangements and ask 211 about other energy assistance.

   LIHEAP Summer Cooling ComponentClosed

   Calendar: CHFS says a summer cooling component is offered when funding allows. Louisville Metro's published 2026 window ran August 3 through September 11, 2026, or until funds were depleted; that window has ended.

   Who qualifies: Season-specific criteria must be confirmed from current official sources.

   Next action: Ask the local Community Action Agency whether a new summer component is offered and how to apply.

   While closed: Ask 211 about other cooling assistance.

   Limits and what to confirm

   • Current 2026–27 winter dates and rules are not confirmed. Ask the local Community Action Agency for current income and resource limits, crisis evidence, any co-payment, application instructions and remaining funds; individual eligibility is not confirmed.
   • That published window has ended. Confirm Louisville's current component, dates, appointment availability, and booking method through a current official Louisville source.
   • Use the agency serving your county and ask about current component, fuel, documents and remaining funds. A directory listing or seasonal pattern does not establish open intake.
   • That published window has ended as of September 30, 2026. No future application opening, remaining funds or individual approval is established.
   • 211 provides resource navigation and referrals only; it does not distribute direct financial aid.
   • Current funding, open intake, eligibility, and payment amount are UNKNOWN; do not rely on an old season's limits.
   What was checked, and what is still unknown (5)+

   Official sources checked (5)

   • Kentucky Cabinet for Health and Family Services·Low Income Home Energy Assistance Program (LIHEAP)
     Establishes: Kentucky CHFS describes separate LIHEAP Subsidy and Crisis components, with summer cooling offered when funding allows.
     Practical limit: Current 2026–27 winter dates and rules are not confirmed. Ask the local Community Action Agency for current income and resource limits, crisis evidence, any co-payment, application instructions and remaining funds; individual eligibility is not confirmed.
     Checked on 2026-10-05
   • Louisville Metro Office of Social Services·Low Income Home Energy Assistance Program (LIHEAP)
     Establishes: Louisville Metro published a 2026 Summer Subsidy window that ran August 3 through September 11, 2026, or until designated funds were depleted.
     Practical limit: That published window has ended. Confirm Louisville's current component, dates, appointment availability, and booking method through a current official Louisville source.
     Checked on 2026-09-27
   • Community Action Kentucky·Network / Find My Office
     Establishes: Community Action Kentucky publishes the county service areas and contact routes of its twenty-three member agencies and outreach offices.
     Practical limit: Use the agency serving your county and ask about current component, fuel, documents and remaining funds. A directory listing or seasonal pattern does not establish open intake.
     Checked on 2026-09-30
   • Community Action Kentucky·Kentucky LIHEAP Summer Subsidy Cooling Component August 3–September 11, 2026
     Establishes: The official July 28, 2026 announcement gives August 3–September 11, 2026, first-come or until funds depleted, for the one-time electric subsidy through county-serving agencies.
     Practical limit: That published window has ended as of September 30, 2026. No future application opening, remaining funds or individual approval is established.
     Checked on 2026-09-30
   • United Way 211·Call 211 for Essential Community Services
     Establishes: 211 connects callers to local housing, food, utility, and other resource referrals.
     Practical limit: 211 provides resource navigation and referrals only; it does not distribute direct financial aid.
     Checked on 2026-09-07

   Still unknown

   • •Current funding, open intake, eligibility, and payment amount are UNKNOWN; do not rely on an old season's limits.
   Back to your plan

6. Step 5Tap utility hardship funds and 211 of 6

   Add to Action Deck

   Private plan · nothing is sent

   Do this

   Explore utility-sponsored shareholder assistance programs, WinterCare, and community emergency relief.

   • Ask your utility if it operates an emergency shareholder fund or hardship grant such as WinterCare or Home Energy Assistance (HEA).
   • Dial 211 for referrals to local church ministries, St. Vincent de Paul, or municipal assistance pools.

   Ways to get help for this step

   • Kentucky 211 Assistance Line

     Connect to local charity energy funds, church ministries, WinterCare partners, and emergency shelters.

     Call 211

   Limits and what to confirm

   • 211 provides resource navigation and referrals only; it does not distribute direct financial aid.
   • Private charitable funding availability and grant caps are UNKNOWN until the charity reviews your application.
   What was checked, and what is still unknown (1)+

   Official sources checked (1)

   • United Way 211·Call 211 for Essential Community Services
     Establishes: 211 connects callers to local housing, food, utility, and other resource referrals.
     Practical limit: 211 provides resource navigation and referrals only; it does not distribute direct financial aid.
     Checked on 2026-09-07

   Still unknown

   • •Private charitable funding availability and grant caps are UNKNOWN until the charity reviews your application.
   Back to your plan

7. Step 6Escalate unresolved dispute to PSC of 6

   Add to Action Deck

   Private plan · nothing is sent

   Do this

   Ask the Kentucky Public Service Commission whether it can help with an unresolved utility complaint.

   • First try to resolve the problem with the utility. If it remains unresolved, ask the PSC whether the utility and issue are within its jurisdiction.
   • Call 1-800-772-4636 for Consumer Services or use the PSC's complaint instructions.
   • Choose a safe contact method, name who owns the next action, and write down when to check again.
   • Keep a safe copy or reference number for each notice, submission, referral, and instruction so the work can resume without starting over.

   Move on when: service status, remaining balance, and the next check are confirmed or assigned for follow-up.

   Ways to get help for this step

   • PSC Consumer Complaint Hotline

     Ask Consumer Services for help with an unresolved utility-service question or complaint.

     Call 1-800-772-4636
   • PSC Online Complaint Portal

     Read the PSC's complaint steps, contact routes, and jurisdiction exclusions.

     Open official route →

   Limits and what to confirm

   • Binds only investor-owned utilities and water districts under PSC jurisdiction; municipal utilities set local board rules.
   • PSC jurisdiction, service type, reason for termination and exceptions matter. A certificate request is not a confirmed hold; obtain account-specific confirmation and maintain a safety plan.
   • PSC jurisdiction excludes TVA-supplied electric utilities, local-government utilities except for natural-gas safety and certain wholesale water rates, sanitation districts, cable television companies, and bottled-gas suppliers.
   • Whether PSC can help with this utility and issue, the result, and the timeline are UNKNOWN until PSC reviews it. A complaint does not automatically restore service.
   What was checked, and what is still unknown (3)+

   Official sources checked (3)

   • Kentucky Public Service Commission·Customer Bill Of Rights
     Establishes: Residential customers of regulated Kentucky utilities can dispute termination, negotiate partial payments, and ask about conditional medical-certificate and seasonal Certificate of Need protections.
     Practical limit: Binds only investor-owned utilities and water districts under PSC jurisdiction; municipal utilities set local board rules.
     Checked on 2026-09-07
   • Kentucky Public Service Commission / Legislative Research Commission·807 KAR 5:006, General rules
     Establishes: For nonpayment, 807 KAR 5:006 §15 specifies ten days' notice for gas/electric and five for water/sewer/telephone, with exceptions. A qualifying written physician, registered-nurse or public-health-officer certificate delays termination thirty days; §16 has conditional winter gas/electric reconnection terms.
     Practical limit: PSC jurisdiction, service type, reason for termination and exceptions matter. A certificate request is not a confirmed hold; obtain account-specific confirmation and maintain a safety plan.
     Checked on 2026-09-30
   • Kentucky Public Service Commission·Utility Service Complaint Instructions
     Establishes: The Kentucky Public Service Commission tells customers to contact their utility first and lists 1-800-772-4636 for unresolved utility-service questions and complaints between 8 a.m. and 5 p.m. Monday through Friday.
     Practical limit: PSC jurisdiction excludes TVA-supplied electric utilities, local-government utilities except for natural-gas safety and certain wholesale water rates, sanitation districts, cable television companies, and bottled-gas suppliers.
     Checked on 2026-09-27

   Still unknown

   • •Whether PSC can help with this utility and issue, the result, and the timeline are UNKNOWN until PSC reviews it. A complaint does not automatically restore service.
   Back to your plan

Related resources

These are directory leads, not endorsements or proof of eligibility. Confidential addresses are never shown in this strip.

What No One Left Outside cannot promise

• No One Left Outside does not decide eligibility.
• No One Left Outside does not submit applications, renewals, appeals, or documents.
• No One Left Outside cannot guarantee approval, a timeline, an appointment, or a fee waiver.
• No One Left Outside is not a legal or benefits advisor.
• No One Left Outside is not affiliated with any agency named on a journey page.
• This guide does not make a legal, medical, safety, eligibility, or discharge decision.
• A search result does not confirm funding, capacity, acceptance, or availability.

What requires an agency or provider

• Account-specific payment, delay, disconnection, and reconnection options
• Assistance eligibility, funding windows, required documents, and payment process
• Any medical, weather, age, disability, or household protection and its required evidence