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 or Meriden area).

Notice to Customers with Life-Support Equipment

If you depend on power for life-support equipment, we want to know, so we can help! CL&P maintains a list of customers who depend on life-support equipment so we can notify you before planned power outages or when there is a potential for severe-weather-related outages. When the power does go out, we’ll also reach out and provide information about helpful services.

To participate in this voluntary program, please call 800-791-3369.

Enrollment does not protect you from shutoff or outages. The program is intended to help you and your family better prepare for scheduled outages or when there is the potential for severe-weather-related outages – it does not mean you will receive restoration priority. It is critical that you establish a backup plan, such as a generator system or alternate arrangements, in the event of an outage or emergency. Restoration priority is only given to locations critical to public safety and well-being, such as police and fire stations, hospitals, water and sewage treatment plants and emergency shelters. 

For public safety reasons, during an emergency, CL&P provides requesting municipalities the service location of medical accounts, as well as the account contact information provided by customers. All municipalities are required to sign a customer information confidentiality agreement before they will receive any customer information. 

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.

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
  • Whose income falls below 60 percent of the state median income; 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, please call 1-800-286-2828 or 860-847-2828 in the Hartford and Meriden calling areas.

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)