Losing electricity or gas service is a housing emergency — and New York State law gives you significant protections before a utility company can shut off your service. Con Edison and National Grid must follow strict procedures, provide advance notice, and offer payment plans before disconnecting residential customers. Many shutoffs are preventable if you know your rights and act early.
Your Legal Protections Against Utility Shutoff in New York
New York State Public Service Commission (PSC) regulations and utility tariffs establish strong protections for residential customers. Key rules that apply to Con Edison and National Grid customers:
Advance Notice Requirements
Before shutting off service for nonpayment, your utility must:
- Send a written 15-day advance notice of proposed termination (by mail)
- Attempt to contact you personally (by phone or in person) at least 72 hours before the scheduled shutoff date
- Make this contact attempt during regular business hours
When Shutoffs Are Prohibited
New York State law prohibits utility shutoffs in several circumstances:
- Winter moratorium (November 1 – April 15): Gas and electric heat service cannot be shut off for nonpayment during this period if you notify the utility that shutoff would be dangerous to health. You must proactively notify your utility company — the moratorium is not automatic.
- Medical emergencies: If a licensed physician certifies that shutoff would be dangerous to the health of someone in your household, service cannot be terminated. You must provide this medical certificate to the utility.
- Extreme temperature days: Shutoffs are generally prohibited when temperatures are forecast to be below 32°F or above 95°F.
- Fridays, Saturdays, Sundays, and holidays: Shutoffs cannot occur on these days or on the day before a holiday.
- After 4pm: Shutoffs cannot occur after 4pm on any day, because the utility’s offices must be open when the shutoff happens so you can make payment and restore service that same day.
Your Right to a Payment Plan
Before shutoff, you have the right to a deferred payment agreement — a payment plan that spreads your arrears over time while you continue service. Con Edison and National Grid are required to offer payment plans to residential customers who request them. Key rules:
- You can request a payment plan at any time before shutoff
- The plan must be reasonable based on your financial circumstances
- If you dispute the offered plan as unaffordable, you can request a review
- Utilities must offer plans with at least a 12-month term for larger arrears amounts in most cases
Contact Con Edison at 1-800-75-CONED (1-800-752-6633) or National Grid at 1-800-642-4272 as soon as you receive a shutoff notice. Ask specifically for a deferred payment agreement.
Financial Assistance Programs for Utility Bills
HEAP (Home Energy Assistance Program)
HEAP is a federally and state-funded program that provides one-time payments to help income-eligible households pay heating bills and prevent shutoffs. HEAP also has an Emergency HEAP component for households facing imminent shutoff or with no heat. Apply through HRA at nyc.gov/hra, by calling 311, or at an HRA Benefits Access Center. HEAP opens in the fall and runs through spring — apply early, as funds are limited.
Con Edison’s Bill Assistance Programs
Con Edison offers several assistance programs for customers in financial hardship:
- Energy Affordability Program (EAP): Reduces monthly bills for low-income customers who receive certain public benefits (Medicaid, SNAP, SSI, etc.)
- Project SHARE: Emergency utility assistance funded through customer donations
- Low Income Home Energy Assistance (LIHEAP): Federal assistance administered through HEAP
Ask about all available programs when you call Con Edison at 1-800-752-6633.
National Grid’s Assistance Programs
National Grid offers the EnergyShare program providing emergency assistance to customers facing shutoff. Contact National Grid at 1-800-642-4272 or visit their website for eligibility information.
What to Do If Your Service Has Already Been Shut Off
- Call the utility immediately. Find out the exact amount needed to restore service and ask about payment plans and assistance programs.
- Apply for Emergency HEAP if your heat has been shut off — Emergency HEAP can move quickly for households in crisis.
- Contact the NYC Human Resources Administration (HRA) about emergency utility assistance through the Emergency Assistance program.
- File a complaint with the NYS Public Service Commission if you believe the shutoff was improper. Call the PSC at 1-800-342-3377 (TTY: 1-800-662-1220) or file online at dps.ny.gov.
- Contact Legal Aid Society at (212) 577-3300 if the shutoff was illegal — they can seek emergency court intervention to restore service.
Tenant vs. Landlord: Who Is Responsible for the Utility Bill?
Check your lease carefully. If utilities are in your name, you are directly responsible for payment and all the above protections apply to your account. If utilities are included in your rent or in the landlord’s name, and your landlord has failed to pay the bill causing a shutoff, this may be an illegal interruption of essential services — file an HPD complaint and contact a tenant attorney immediately, as this can constitute a housing code violation and potentially an illegal constructive eviction.
Frequently Asked Questions
Can Con Edison shut off my heat in winter without warning?
No. Con Edison must provide 15 days’ written notice and attempt personal contact 72 hours before shutoff. During the November 1–April 15 winter moratorium, gas and electric heat cannot be shut off if you notify Con Edison that shutoff would be dangerous to health. Call them immediately if you receive a shutoff notice in winter.
I received a shutoff notice. What should I do right now?
Call your utility immediately — Con Edison at 1-800-752-6633 or National Grid at 1-800-642-4272. Ask for a deferred payment agreement and about assistance programs. Apply for HEAP through HRA (311) at the same time. Act before the shutoff date.
My household has a sick family member. Can the utility still shut off our service?
If a licensed physician certifies that shutoff would be dangerous to the health of a household member, service cannot be terminated. You must provide the medical certificate to the utility before the shutoff date. Contact your doctor immediately to get this documentation if someone in your household has a qualifying medical condition.
What is HEAP and when can I apply?
HEAP (Home Energy Assistance Program) provides one-time payments for heating bills and has an Emergency component for imminent shutoffs. It opens in the fall — typically November — and runs through spring. Apply through HRA at nyc.gov/hra or by calling 311. Emergency HEAP is available during the heating season for households in crisis.
