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Shutoff Protection

Service During Serious Illness

CL&P customers who have a medical condition should contact the Credit and Collection Center at 1-800-286-2828 (860-947-2828 in the Hartford/Meriden area).

Life Support Equipment

Customers who have a member of the household who is dependent on electrically operated life-support equipment are urged to have a backup plan for electric service in the event of an outage and to advise the company of their situation and the type of equipment that is used, by calling 1-800-286-2000. (947-2000 in the Hartford area, or 1-860-947-2000 in the Meriden area).

Suggested components of a backup plan are:

  • An alternate source of electric power such as a battery backup system, an uninterruptible power supply or a generator for your life-support equipment.
  • Handy emergency telephone numbers - doctor, fire, police and ambulance. Keep in mind that many cordless phones do not work during power outages, so be sure that you have a regular phone available.
  • Arrangements to leave your house in case of a prolonged outage. Outages can occur at any time for many reasons.
  • Have a battery-operated radio.
  • Listen to the radio or watch the nightly news for predictions of expected storms or other problems that may lead to sudden outages.

Winter Protection Plan

Customers who meet the criteria listed below and who lack the resources to pay their electric bill can retain or obtain service from November 1 - May 1. They are encouraged to pay as much of the bill as possible during the winter, since the full amount is owed to the company.

Customers who qualify for our Winter Protection Plan receive:

  • Protection from service shut-off from November 1 - May 1.
  • No late payment charges.
  • Special payment arrangements.
  • Free subscription to Help Line [PDF:1841 KB]

An eligible customer is a customer receiving state or federal public assistance:

  • Aid to the Aged, Blind or Disabled (State Supplement); or Aid to Families with Dependent Children (AFDC); or Medicaid; or Supplemental Security Income (SSI); or General Assistance; or
  • Whose sole source of financial support is Social Security, Veteran's Administration; or
  • Who is head of household and unemployed if the household income during the preceding 12 months is less than 300% of the poverty level (income of children or persons in the household for less than six months is not counted); or
  • Who is seriously ill or who has a household member who is seriously ill; or
  • Whose income falls below 200% of the federal poverty level; or
  • Whose circumstances threaten deprivation of food and the necessities of life if payment of a delinquent bill is required; or
  • Heating assistance.

The Winter Protection Plan must be renewed annually, beginning in October. To sign up, complete the Winter Protection Plan Application [PDF:6 KB] and return it to our Credit Administration group.

Applications for the Winter Protection Plan (hardship coding) can also be done at time of application for public energy assistance through the Community Action Agencies.

Third Party Notification

For customers who occasionally have difficulty keeping track of their CL&P bill - whether it's because of language difficulties, sight or hearing impairment, long-term illness or hospitalization, or frequent travel - our Third Party Notification service may provide that extra billing reminder they need. They can name someone to receive a third party reminder notice from us when their bill is overdue and their electric service is in danger of being shut off.

We'll provide notification to the third party they've designated - a neighbor, relative, friend, clergy, or social agency - well in advance of the date service is scheduled to stop. That will bring the potential of shutoff to the attention of someone who can help.

The third party is not responsible for the payment, nor will the copy of the shutoff notice necessarily prevent loss of service. It simply makes another person aware of the situation with enough time to take action so electric service won't be stopped. If you or someone you know could benefit from Third Party Notification, please have that customer complete the Third Party Notification Form [PDF:63 KB] .