Utility shut-off protections

What a utility must do before disconnecting

Send written notice a set number of days before disconnection, in several languages on request, stating the amount and how to avoid it.
Offer a payment arrangement (an amortisation plan) spreading the arrears over months while you keep current bills paid.
Not disconnect on days when the office is closed or during extreme weather events for regulated utilities.
Follow special rules for households with a medical condition requiring electricity (medical baseline, and a doctor's certification can delay disconnection).
Restore service promptly once an arrangement is made.

Rules differ slightly between investor-owned utilities (regulated by the state), municipal utilities such as LADWP, and water districts, but all have arrangement and assistance programs. Call before the deadline; the arrangement is easier to get before the shut-off than after.

Programs that lower the bill

CARE / FERA — discounts on gas and electric bills for income-eligible households (30–35% for CARE). Enrolment is a short form; no status requirement.
Medical baseline — extra energy at the lowest rate for households with qualifying medical equipment or conditions.
LIHEAP — federal energy assistance paid toward the bill, through local agencies, once a year or in crisis.
Arrearage relief — periodic state programs that wipe out past-due balances for eligible customers; ask whether one is open.
LADWP low-income and lifeline programs for Los Angeles city residents.
Water assistance — many water districts and the state offer low-income water programs.
Weatherisation and efficiency — free upgrades for eligible households that lower future bills.

If service has already been disconnected

Call the utility, ask for reconnection under a payment arrangement, and ask for any reconnection fee to be waived under a low-income program.
If a medical condition is involved, say so immediately.
Contact us; the Hardship Fund can bridge a reconnection when a small amount restores an essential service.

Keep in mind

Do not use a generator or gas stove for heat indoors — carbon-monoxide poisoning is a leading cause of death after shut-offs.
A landlord may not shut off utilities to force a tenant out; that is illegal.
Beware of calls claiming your service will be cut 'in one hour' unless you pay by card or gift card now — utilities do not do this.

How the Foundation helps

Calling the utility with you to set up an arrangement.
Enrolling you in CARE/FERA, medical baseline and LIHEAP.
Checking whether an arrears-relief program is open.
A bridge through the Hardship Fund for a reconnection.