Mounting electric or gas bills or shut-off notices can be scary, especially during the winter. Starting Nov. 1, you can apply for help.

In Cuyahoga County, Step Forward helps people sign up for Ohio’s Home Energy Assistance Program known as HEAP. The program can offer short-term support to keep the heat on if you are facing disconnection or have had you gas or electric turned off during the winter months. The program serves customers of private utilities, such as FirstEnergy’s Illuminating Company or Enbridge (formerly Dominion) and Cleveland Public Power customers who qualify. [Correction: An earlier version of this article said CPP didn’t accept HEAP.]

HEAP’s Winter Crisis program starts on Nov. 1 and ends on March 31. The money can only be used to pay whichever utility provides a heat source. For example, if you have gas heat, you cannot receive assistance with your electric bill. 

Step Forward processes most applications online or by mail but will offer some in-person appointments starting Nov. 1 for people in crisis because they have been disconnected, have already had their heat cut off or are running out of bulk fuel. (CHN Housing Partners is no longer processing HEAP applications.)

How to apply: The easiest way to apply is online, but you can also submit your application in the mail.
Need an appointment: The automated phone system is available 24 hours a day. You can also make an appointment online.
Questions: Call (216) 480-HEAP (4327)
For more information, visit Step Forward’s website.

How do I know if I qualify?

Eligibility for the HEAP program is based on the amount of money you make or receive a month and how many people live in your household. Below are the income levels for this winter, which runs from Nov. 1, 2025 through March of 2026.

Time to visit your doctor? If a utility disconnection would present a life-threatening emergency, you can ask your doctor to fill out a “medical certificate.” Medical certificates can help prevent disconnection for up to 30 days.

Percentage of Income Payment Plan

Another program, the Percent of Income Payment Plan or PIPP can help utility customers reduce their monthly bills.

The Percentage of Income Payment Plan (PIPP) allows eligible households to pay between 5% and 10% of their total income toward their energy bill. If you do not have an income, your utility payment will be around $10 per month. Applications can take up to 12 weeks to process.

Households that pay on time and in full may have some of the their overdue bill amounts credited back to their utility account. If you are dropped from the program for not paying, you will get billed for the full balance of what you would have owed. You can be dropped if you:

• Don’t report a change in income–like making more money. 
• Forget to verify your income at least once a year.
• Miss payments and don’t catch up by your “anniversary date,” which is when you enrolled in the program. (Hint: This date is printed on your bill.) 

Cleveland Public Power does not participate in the program but voluntarily follows these rules:

• Customers facing a disconnection may be eligible for a 72-hour delay if they have a medical certificate on file.
• Once during the winter heating season, customers with overdue bills can be reconnected if they pay $175 plus a reconnection fee that can’t be more than $36 per occurrence.
• Customers who want to start a new service can choose to be charged $175 for a security deposit. Any amount higher than that can go on the next bill. 
• Customers who are eligible for HEAP can use that program to pay the $175.

When all else fails, call your utility company directly

If you don’t meet HEAP or PIPP’s strict income requirements, you might have other options. 

Ohio requires most utility companies to offer a Special Reconnection Order from mid-October to April 15. This order allows customers who have been disconnected or are being threatened with disconnection to pay $175 to establish, maintain or restore their service, regardless of income.