What to do if…
you receive a utility disconnection or shutoff notice for non-payment

What to do now

1. Identify exactly what the notice is about. Check whether it is for electricity, gas, water, or telecoms. Note the account number, address, account name, amount claimed, and any disconnection date.
2. Check whether the notice is really yours. Is the account in your name, your landlord’s name, a housemate’s name, or a previous occupier’s name? If any detail is wrong, tell the provider straight away and ask them to pause action while they check it.
3. Verify the notice before paying or sharing details. Use a trusted number from a recent bill, the provider’s official website, or the app you already use. Ask: “Is my account scheduled for disconnection, and what will stop that today?”
4. If it is electricity or gas, ask for an affordable repayment plan. Say what you can realistically pay weekly or monthly. Ask them to avoid disconnection or further escalation while you are engaging with them, and ask for the agreement in writing.
5. Tell them if anyone in the home needs extra protection. Say clearly if anyone is seriously ill, disabled, pregnant, older, very young, dependent on powered medical equipment, in a mental health crisis, or has difficulty communicating. Ask about the Priority Services Register, any local equivalent, or another support register that applies where you live.
6. If you have a prepayment meter and may run out of credit, say this directly. Tell the supplier you are at risk of self-disconnection. Ask what immediate help they can apply, such as emergency credit, extra support credit, a payment break, a reduced debt recovery rate, or another support option.
7. If you are already off supply, ask how to restore it safely. Ask what payment, code, visit, meter reset, or reconnection step is needed today. If someone in the home is medically vulnerable or relies on power, say this at the start of the call.
8. If the supplier mentions court action, a warrant, or a forced prepayment meter installation, act quickly but do not panic. Ask what you must do to prevent it, ask for the details in writing, and keep any hearing, appointment, or notice date. If there is a hearing, attend if you can and take someone with you for support.
9. If it is a water bill, respond according to where you live.
   • England and Wales: household water companies generally cannot disconnect or restrict domestic water supply for non-payment, but they can still pursue the debt. Contact them to agree an affordable arrangement and ask about support schemes.
   • Scotland: unmetered household water and wastewater charges are usually collected with council tax. If the notice is part of council tax arrears, contact your local council promptly to discuss repayment and support. If you are billed directly by Scottish Water for a metered household supply, contact Scottish Water.
   • Northern Ireland: domestic water charging is different. If you receive a water disconnection notice, check urgently whether it relates to a business, shared, metered, or wrongly addressed account.
10. If the bill looks wrong, dispute it clearly. Ask what evidence they need. Useful evidence may include dated meter photos, tenancy dates, move-in or move-out dates, the landlord’s bill responsibility, or proof that the named person no longer lives there.
11. Keep a simple record. Write down the date, time, phone number used, who you spoke to, what was agreed, and any complaint or reference number.
12. Escalate if you are stuck. Make a formal complaint to the provider and ask for a reference number. For energy in Great Britain, if it is not fixed within 8 weeks or you get a deadlock letter, you can usually take it to the Energy Ombudsman. For energy in Northern Ireland, ask the Consumer Council for Northern Ireland for help with unresolved complaints.