What to do if…
essential services are in the name of a person who died and shutoff notices may be coming

What to do now

1. Make a one-page essential services list.
   Include electric, gas, water, sewer, and any phone or internet service needed for safety, medical devices, work, school, or access to help. Add account numbers, service addresses, notice dates, balances, and any shutoff dates you can find.

2. Capture proof before you make calls.

   • Photograph meter readings and meter serial numbers for electric and gas, if you can safely access them.
   • Photograph any shutoff notices, past-due notices, envelopes, and bills.
   • Save emails, portal screenshots, payment confirmations, autopay failure notices, and receipts.
   • Write down who is living at the property now, or whether the property is vacant.

3. Call each provider and ask for the deceased-customer or estate process.
   Use this script:

   • “The account holder died on [date].”
   • “The property is [occupied / vacant].”
   • “I’m trying to prevent service loss while the account is transferred, closed, or handled through the estate.”
   • “Is there any shutoff, termination, or disconnection scheduled? What is the earliest date?”
   • “What exact documents do you need, and where should I send them?”
   • “Can you give me a confirmation or reference number for this call?”

4. Ask what documents they need before sending anything.
   They may ask for a certified death certificate, your ID, proof that you live at the property, proof that you are the executor, administrator, personal representative, or another document. Requirements vary by provider and state, so ask for the list in writing if possible.

5. If you live there, ask how to start a new account without losing service.
   Say: “I am the current occupant and need service to continue. Can you start a new account in my name from today’s meter reading while the old account is handled separately?” Some utilities can do this; others may have a different transfer process.

6. If the home is empty, ask how to keep it safe while estate issues are sorted.
   Say: “The home is vacant. What is the safest way to keep necessary service active, prevent damage, and avoid a surprise shutoff while the estate is being handled?” Ask whether minimum service, seasonal holds, vacancy rules, or estate billing apply.

7. Ask for hardship, payment, and shutoff-prevention options before agreeing to pay.
   Ask about a temporary extension, payment plan, medical or weather-related protection if relevant, hardship program, local nonprofit help, and whether an application for assistance can pause shutoff. Write down exactly what the provider says is required.

8. Use public help pathways the same day if money is part of the problem.
   Call 211 or use 211 online to look for local utility assistance. Check whether LIHEAP or your state, tribal, or territorial energy office can help with heating, cooling, emergency energy costs, or related electric bills. These programs may take time, so start while you are also asking the provider for a pause.

9. If a shutoff is still moving forward, contact the state utility regulator or consumer complaint office quickly.
   Ask the provider: “Who regulates this service in my state, and what is the complaint route?” Then contact the state utility commission, public service commission, public utility commission, or other official consumer complaint office for that service. Names, coverage, and protections vary by state and by type of service.

10. Keep a simple call log.
    For each contact, write the date, time, company, phone number used, person or department, reference number, promised action, deadline, and documents requested. This helps if you need to escalate or correct an account note later.