A Quick Guide for Homeowners Rebuilding After a Disaster: Communicating with Utility Companies
Rebuilding and recovering from a disaster, incident, or Peril requires effective communication with various utility companies to ensure the timely restoration of services and manage financial burdens.
This detailed guide covers how to communicate with providers of power, natural gas, propane, water, waste management, sewer/septic services, internet, TV, and other similar services. It also provides general examples of what to say, what to ask for, and how to seek bill forgiveness or leniency.
1. Power (Electricity) Company
Why It’s Important
Restoring electricity is crucial for safety, comfort, and continuing the rebuilding process.
Steps to Take
Report Outages: Immediately contact your power company to report outages and any damage to power lines or equipment.
Request Priority Service: If you have medical needs that require electricity, inform the company and request priority service restoration.
What to Say and Ask For
Service Restoration Timeline: “Hello, my name is [Your Name], and I live at [Your Address]. Our power has been out since [Date] due to [Disaster]. Can you provide an estimated time for restoration?”
Safety Inspections: “Can you schedule a safety inspection of our electrical system before power is restored?”
Bill Adjustments: “Are there any programs to reduce or waive bills for the period we were without power?”
2. Natural Gas Company
Why It’s Important
Ensuring the safe restoration of natural gas service is crucial to avoid leaks and potential hazards. In some states gas and electricity are provided by the same company - such as with PG&E.
Steps to Take
Report Issues: Immediately report any smell of gas or suspected leaks.
Request an Inspection: Request an inspection to ensure your lines and appliances are safe before reconnection.
What to Say and Ask For
Service Safety Check: “Hi, I’m [Your Name] from [Your Address]. We had a [Disaster] and need an inspection before our gas can be safely reconnected.”
Billing Relief: “Are there any programs for bill forgiveness or deferment during the outage?”
3. Propane Supplier
Why It’s Important
Propane is essential for heating and cooking, and ensuring safe delivery and usage is critical.
Steps to Take
Check Tanks and Lines: Inspect your propane tanks and lines for damage.
Schedule Deliveries: Ensure timely delivery of propane, especially if you rely on it for heating or cooking.
What to Say and Ask For
Safety Inspection: “Hello, this is [Your Name] at [Your Address]. I need a safety inspection of my propane system and to schedule a delivery.”
Financial Assistance: “Can you provide information on any available payment assistance programs?”
4. Water Company
Why It’s Important
Access to clean water is vital for drinking, cleaning, and sanitation.
Steps to Take
Report Issues: Notify the water company of any service interruptions or issues.
Check Water Quality: Ensure the water quality is safe for consumption after the disaster.
What to Say and Ask For
Service Restoration: “Hi, I’m [Your Name] at [Your Address]. Our water service was disrupted due to [Disaster]. Can you provide an update on restoration?”
Water Quality Testing: “Is there any testing needed to ensure the water is safe to use?”
Bill Relief: “Are there any billing relief programs available?”
5. Waste Management
Why It’s Important
Proper Waste Disposal is critical for health and sanitation during recovery efforts.
Steps to Take
Report Service Interruptions: Notify your waste management company of any service disruptions.
Request Additional Services: If you have debris from the disaster, request special pickups or additional services.
What to Say and Ask For
Service Resumption: “Hello, this is [Your Name] at [Your Address]. Our waste collection service was interrupted due to [Disaster]. Can you provide a schedule for when service will resume?”
Special Pickups: “Can you provide information on special pickups for debris?”
Billing Adjustments: “Are there any billing adjustments available for the missed collections?”
6. Sewer/Septic Services
Why It’s Important
Maintaining functional sewer and septic systems is crucial for sanitation and health.
Steps to Take
Report Damage: Notify the service provider of any damage to sewer or septic systems.
Request Inspections: Arrange for inspections to assess and repair any damage.
What to Say and Ask For
Service Status: “Hi, I’m [Your Name] from [Your Address]. We have experienced damage to our sewer/Septic System due to [Disaster]. Can you provide an inspection and repair timeline?”
Billing Relief: “Are there any relief programs or deferred payment options available?”
7. Internet and TV Service Providers
Why It’s Important
Restoring internet and TV services is important for communication, information, and of course entertainment. Your provider may also include a landline so be sure to ask about all affected services.
Steps to Take
Report Outages: Contact your service provider to report outages and any damage to equipment.
Request Service Restoration: Schedule a technician visit if needed to restore service.
What to Say and Ask For
Service Status: “Hi, I’m [Your Name] from [Your Address]. Our internet and TV services have been down since [Date] due to [Disaster]. Can you provide an estimated time for restoration?”
Equipment Replacement: “Our equipment was damaged – can you arrange for replacements?”
Billing Relief: “Are there any bill credits or forgiveness available for the outage period?”
8. Telephone Service
Why It’s Important
Telephone service is essential for communication, especially during emergencies.
Steps to Take
Report Service Interruptions: Notify your telephone service provider of any service disruptions.
Request Restoration: Schedule necessary repairs or technician visits to restore service.
What to Say and Ask For
Service Status: “Hello, this is [Your Name] at [Your Address]. Our telephone service was disrupted due to [Disaster]. Can you provide an update on when service will be restored?”
Billing Relief: “Are there any relief options or billing adjustments available?”
9. General Tips for All Utility Communications
Why It’s Important
Clear, organized communication ensures that you receive the necessary support and financial relief.
Steps to Take
Keep Records: Document all communications with utility companies, including dates, times, and names of representatives.
Be Specific and Clear: Clearly state your situation, needs, and any questions you have.
Follow Up: If you do not receive a response or the necessary services, follow up regularly.
What to Ask For
Service Restoration Timeline: Always ask for an estimated timeline for service restoration.
Safety Inspections: Ensure safety inspections are conducted before services are restored.
Billing Relief and Assistance Programs: Inquire about any programs that offer bill forgiveness, payment deferment, or financial assistance.
Example of a General Communication
"Hello, my name is [Your Name], and I live at [Your Address]. We have experienced [Disaster] and need assistance with restoring our [specific utility] service. Can you provide an estimated time for restoration, schedule any necessary safety inspections, and inform us about any available billing relief or assistance programs?"
Wrap-Up
Effective communication with utility companies is crucial for homeowners rebuilding and recovering from a disaster. By promptly reporting issues, requesting necessary inspections, and inquiring about financial relief, homeowners can ensure the timely restoration of essential services and manage their finances.
Use the examples and tips provided in this guide to navigate these communications successfully and expedite your recovery process.