Last updated: July 16, 2026
Bottom line
If you are behind on electricity, natural gas, heating fuel, water, sewer, phone, or internet in Kentucky, contact the company before the shutoff date. Then call your local Community Action agency and Kentucky 211. A payment plan, a local hardship fund, and public assistance may work together.
Kentucky’s main home-energy program is the Low Income Home Energy Assistance Program, called LIHEAP. Start with the official Kentucky LIHEAP page and the Community Action finder. Local Community Action offices take applications in all 120 counties.
LIHEAP is seasonal. Kentucky’s most recent 2026 cooling window ran from April 20 through May 22 and is closed. As of July 16, 2026, Community Action Kentucky had not posted a later statewide 2026 cooling window. Call 1-800-456-3452 before gathering papers or traveling to an office.
The national utility guide explains the broader program. The Kentucky help guide covers other benefits that may protect the money you need for utilities.
If you have a shutoff notice
Take these steps today. Keep the notice, write down each call, and save confirmation numbers.
- Call the utility: Ask for the credit or collections department. Request every payment plan, due-date change, medical hold, hardship fund, and account hold that may apply.
- Call Community Action: Ask which LIHEAP component or utility-funded program is open. Community Action Kentucky’s statewide number is 1-800-456-3452.
- Call 211: Use Kentucky 211 for local churches, charities, water funds, food, housing, and emergency bill help. Dial 2-1-1 or text your ZIP code to 898211.
- Contact the PSC: If a regulated utility does not resolve a billing or shutoff dispute, use the PSC complaint page or call 1-800-772-4636.
The Kentucky emergency guide lists more urgent food, housing, and bill options.
Where to start
Use the card that matches the bill problem. Do not wait for one program before calling the others.
Service may be shut off
Call the utility first. Ask for a payment arrangement and whether it can pause disconnection while a verified agency application is pending.
The bill is high
Ask about budget billing, a due-date change, a usage review, energy-saving programs, and current income-qualified assistance.
Water or sewer is behind
Call the provider because water assistance is local. Ask about discounts, hardship funds, payment plans, and leak adjustments.
Phone or internet costs
Check federal Lifeline and low-cost provider plans. The Affordable Connectivity Program is no longer open.
The Kentucky community guide and Community Action guide can help you find local offices and charities.
Quick help table
| Need | First contact | Ask for | Reality check |
|---|---|---|---|
| Electric or gas shutoff | Utility and Community Action | Payment plan, account hold, LIHEAP, and hardship funds | A pledge may not post immediately. Confirm it with the utility. |
| Heating emergency | Community Action | Current LIHEAP Crisis or vendor program | Winter components are seasonal and funds can run out. |
| Serious medical need | Utility and health provider | Medical certificate process | A certificate delays shutoff; it does not erase the debt. |
| Water or sewer bill | Local provider | Discount, hardship credit, leak adjustment, or payment plan | Programs differ by city, district, and utility. |
| Phone or internet | Lifeline | Monthly service discount | Only one Lifeline benefit is allowed per household. |
Kentucky shutoff protections
The Kentucky Public Service Commission, called the PSC, regulates many investor-owned utilities, electric cooperatives, water districts, and other public utilities. It does not control every city utility, TVA-supplied system, propane seller, cable company, or sanitation provider.
The PSC’s Customer Bill of Rights says a residential customer facing disconnection for nonpayment can ask a regulated utility to negotiate a reasonable partial-payment plan. Natural gas and electric customers can also ask about equal or budget billing.
Medical certificate
A health official’s medical certificate can keep regulated utility service on for up to 30 days when disconnection would create a medical danger. The certificate does not cancel the bill. Additional extensions may require a payment plan, and the utility can ask for an updated certificate.
Winter certificate of need
Between November and March, some income-qualified households can use a Community Action Certificate of Need for winter protection. A household that has not been disconnected may receive up to a 30-day extension.
For winter reconnection, the PSC says an eligible customer may need to present the certificate, pay one-third of the outstanding bill or $200, whichever is less, accept a weatherization referral, and agree to a plan that makes the account current by October 15.
These protections have limits
Do not assume a medical certificate, complaint, or assistance application automatically stops a shutoff. Confirm the account status with the utility. If the provider is PSC-regulated and the company will not explain the rule, call Consumer Services before the scheduled disconnection.
If utility debt is tied to eviction or unsafe housing, use the Kentucky housing guide.
Kentucky LIHEAP
LIHEAP helps eligible low-income households with home heating or cooling costs. Kentucky delivers the program through 23 Community Action agencies with offices serving every county. Benefits are normally paid to the energy or fuel vendor, not as cash to the household.
Current 2026 status
The 2025-2026 heating Subsidy window ran November 3 through December 12, 2025. Winter Crisis ran January 6 through March 27, 2026. The most recent cooling component ran April 20 through May 22, 2026. These windows are closed.
The 2026 cooling notice used an income limit of up to 150% of the federal poverty guidelines. Kentucky had not announced another statewide 2026 cooling period by July 16. Ask the local agency about utility-funded programs and watch for a new official notice.
| Component | What it does | Typical proof | Important limit |
|---|---|---|---|
| Heating Subsidy | Provides a seasonal credit for the primary heating cost. | Income, heating bill, account details, and household records | A shutoff notice is not normally required. |
| Winter Crisis | Addresses loss of heat, low fuel, disconnection, or a heat-related eviction risk. | Past-due notice, low-fuel proof, prepay statement, or eviction notice | It pays the amount needed to relieve the crisis within program limits. |
| Cooling Subsidy | Provides a one-time electric credit when Kentucky funds a cooling component. | Income, current electric bill, and account information | It is offered only when funds are available. |
The current LIHEAP program sheet says applicants must be told their rights after a denial. A dissatisfied applicant can use the local complaint process and may appeal further to the Kentucky Cabinet for Health and Family Services.
If high utility costs leave too little for other needs, check Kentucky food help, Kentucky TANF help, and Kentucky child care.
Utility company programs
Ask the utility to check every program tied to your account. Company funds may have different rules from LIHEAP.
| Provider | Programs to check | What they may offer |
|---|---|---|
| LG&E and KU | Assistance programs and WeCare | Local heating funds, payment options, energy education, and weatherization for qualifying customers |
| Duke Energy Kentucky | Payment Plus | Qualifying customers may earn up to a $500 bill reduction through program steps |
| Kentucky Power | HEART and THAW | Seasonal winter credits, hardship help, payment plans, and energy-efficiency services |
| Cooperative or city utility | Member services or billing office | Operation Round Up, local pledges, budget billing, or board-approved payment plans |
HEART and THAW are winter programs. Kentucky Power currently lists HEART credits from January through April and THAW help of up to $175 during the same season or until funds run out. Do not treat those funds as open in July.
Ask whether help can stack
Tell the utility about any Community Action application. Ask whether a company fund, payment plan, due-date change, and energy program can be used together.
Water and sewer bill help
Kentucky does not currently have one statewide water-bill benefit that works like LIHEAP. Start with the water company, sewer district, city billing office, and 211.
Louisville area
Drops of Kindness connects Louisville Water and MSD customers with payment arrangements, partner assistance, and rate-help options. The program does not promise that every balance will be paid.
The EWRAP discount provides a 30% reduction on qualifying MSD wastewater charges. It requires annual renewal. Current rate documents keep the program in place through October 31, 2026, unless MSD changes or ends it sooner.
Kentucky American Water
The H2O Help program provides assistance to qualifying residential water and wastewater customers when funds are available. Community Action Council administers the program across Kentucky American Water’s service area.
For another provider, ask about a payment plan, hardship fund, leak adjustment, due-date change, and local charity partners. If a regulated water utility will not address a billing dispute, contact the PSC.
Weatherization and lower future bills
Weatherization does not pay a bill due tomorrow, but it can reduce energy use and improve home safety. The Kentucky weatherization program is managed by Kentucky Housing Corporation and delivered through local agencies.
The 2026 program manual uses an income limit at or below 200% of the federal poverty level. Services may include an energy audit, air sealing, insulation, furnace repair or replacement, LED bulbs, and efficient appliances when an assessment supports the work.
Homeowners and renters can apply. A renter may need the owner’s permission. Eligible households can still face a wait because agencies prioritize homes by program rules and available funding.
The disability support guide may help when heat, cooling, or power is tied to medical equipment or disability needs.
Phone and internet discounts
The federal Lifeline program offers a monthly discount of up to $9.25 on qualifying phone or internet service. A household may qualify through income at or below 135% of the federal poverty guidelines or through programs such as SNAP, Medicaid, SSI, or Federal Public Housing Assistance.
Only one Lifeline benefit is allowed per household. Approval does not mean every plan is free, so ask the provider about activation fees, devices, data limits, and the amount left after the discount.
The Affordable Connectivity Program ended after federal funding ran out. Households stopped receiving ACP discounts after June 1, 2024. The phone and internet guide gives safer current options.
Documents to gather
Do not wait for every paper before calling. Ask what is required for the exact program. Use the documents checklist to keep copies.
- Photo ID for the adult applying, when required.
- Social Security number proof or permanent resident card for household members when LIHEAP requests it.
- Proof of income for every household member from the prior month.
- Current utility bill showing the account name and number.
- Disconnect, final, past-due, or arrearage-plan notice.
- Prepay statement showing the remaining service amount or days.
- Lease and eviction notice when heating or electricity is included in rent.
- Medical certificate or provider information when requesting medical protection.
- Proof of SNAP, Medicaid, SSI, TANF, WIC, or housing assistance when another program accepts benefit-based eligibility.
If an emergency also involves medical bills or coverage, use the Kentucky health guide.
Common mistakes to avoid
- Waiting until service is off. Call as soon as the notice arrives.
- Calling only one agency. Contact the utility, Community Action, and 211.
- Assuming LIHEAP is open. Kentucky uses seasonal windows.
- Not confirming a pledge. Ask when the utility received and posted it.
- Paying the wrong company. Water and sewer may appear on one bill but use separate assistance programs.
- Assuming a medical hold clears debt. Keep working on a payment plan during the delay.
If help is denied, delayed, or ignored
Ask for the reason in writing. A program may deny help because the window is closed, funds are gone, income is over the limit, papers are missing, or the household is not responsible for the account.
LIHEAP denial
Ask the local Community Action office for its complaint or appeal steps. Submit missing proof quickly. If the local decision remains unchanged, ask how to appeal to the Kentucky Cabinet for Health and Family Services.
Utility dispute
Call the company first and request a supervisor. If the provider is PSC-regulated and the dispute remains unresolved, file a complaint with Consumer Services. Keep the bill, shutoff notice, payment records, assistance pledges, and call notes.
Legal problem
The benefits problem guide can help you track deadlines. The Kentucky legal guide lists benefits, housing, and consumer-help contacts.
Backup options if funds are closed
Ask 211 about Salvation Army offices, churches, family resource centers, county funds, utility partners, and local Community Action services. Funding can change weekly.
Ask the utility for a smaller down payment, longer arrangement, budget billing, fee review, due-date change, or temporary hold. A partial solution can protect service while you keep applying.
When utility debt comes with other shortages, use Kentucky food, cash, child care, housing, and health programs at the same time. Reducing another bill may free money for the utility account.
Phone scripts
Calling the utility
“I received a past-due or shutoff notice for account [number]. I can pay [amount] today. Please review every payment plan, hardship fund, medical option, budget plan, and account hold available.”
Calling Community Action
“I live in [county] and need help with [electric, gas, heating fuel, or water]. Which energy or utility program is open today, and what documents should I bring?”
Calling 211
“I live in ZIP code [ZIP] and need help with a [utility type] bill. I have [a shutoff notice or no notice]. Which local agencies currently help with this provider?”
Calling the PSC
“I contacted my utility but could not resolve a billing or shutoff problem. The provider is [name]. Can Consumer Services confirm whether the PSC regulates it and explain the complaint process?”
Resumen en español
Si tiene una factura atrasada de electricidad, gas, calefacción, agua o alcantarillado en Kentucky, llame primero a la compañía. Pida un plan de pago, un cambio de fecha, fondos de emergencia y una pausa de desconexión mientras solicita ayuda.
Llame a Community Action Kentucky al 1-800-456-3452 para preguntar qué programa está abierto. La ayuda LIHEAP es por temporadas. El programa de enfriamiento más reciente de 2026 cerró el 22 de mayo. También puede marcar 2-1-1 o enviar su código postal al 898211.
Si una compañía regulada no resuelve una disputa, llame a la Comisión de Servicio Público al 1-800-772-4636. Un certificado médico puede retrasar una desconexión, pero no elimina la deuda.
FAQs
Is Kentucky LIHEAP open now?
The most recent 2026 cooling window closed May 22. As of July 16, Kentucky had not posted another statewide cooling window. Call Community Action for current local programs.
Can LIHEAP pay the whole utility bill?
Not always. LIHEAP pays a benefit or the amount needed to relieve an eligible crisis within program limits. The household may still owe part of the balance.
Can a medical certificate stop shutoff?
For many PSC-regulated utilities, a health official’s certificate can delay shutoff for up to 30 days. It does not cancel the bill or guarantee repeated extensions.
Does Kentucky help with water bills?
Water help is mainly local. Louisville customers can check Drops of Kindness and EWRAP. Kentucky American Water customers can ask about H2O Help to Others.
Can a utility refuse a payment plan?
Many PSC-regulated utilities must negotiate a reasonable partial-payment plan after a residential termination notice. Exceptions can apply, so contact the PSC if the company will not explain.
Is the ACP internet discount still available?
No. The Affordable Connectivity Program ended after funding ran out. Check federal Lifeline and current low-cost plans from phone or internet providers.
Last updated: July 16, 2026 | Next review: October 16, 2026
About this guide
This guide uses official federal, state, local, and other high-trust nonprofit and community sources mentioned in the article.
A Single Mother is independent and is not a government agency, benefits office, lender, law firm, medical provider, or tax advisor.
Program rules, funding, local availability, and eligibility can change. Always confirm details with the official program before you apply or make decisions.
Verification: Last verified July 16, 2026, next review October 16, 2026.
Corrections: If you see something wrong or outdated, email suggestions@asinglemother.org.
Disclaimer: This article is for general information only. It is not legal, financial, medical, tax, immigration, disability, safety, or government-agency advice.