How to Use an LPA With Utility Companies

Written by Anthony Dalton · Reviewed by James Tyrrell · Last reviewed 16 March 2026

Gas, electricity, water, broadband, phone contracts — these bills do not stop arriving just because the donor can no longer manage them. Dealing with utility companies is one of the most common tasks for a financial attorney. A registered Property & Financial Affairs LPA gives you the legal authority to pay overdue bills, switch to a cheaper tariff, or cancel a service the donor no longer needs. Each supplier has its own process for recognising an attorney, though, and knowing what to expect can save you significant time and frustration.

What Utility Companies Need From You

Before a utility provider will speak to you about the donor's account, you will need to prove that you have legal authority to act on their behalf. Most companies will ask for one or more of the following:

• A certified copy of the registered LPA — this must include the stamped registration page from the Office of the Public Guardian (OPG)
• An online access code — if the LPA is registered on the OPG's "Use a lasting power of attorney" service, you can generate a unique access code that the company can verify online
• Proof of your own identity — some companies may ask for photo ID or proof of address for the attorney

The online access code system is increasingly the easiest route. You generate a code on the GOV.UK "Use a lasting power of attorney" service, share it with the company, and they can verify your authority digitally without needing to handle paper documents.

Registering as Attorney With Each Provider

Each utility company has its own registration process. You will typically need to contact them directly — by phone, post, or sometimes through an online form — and provide evidence of your authority. Here is what to expect with the main types of provider:

• Gas and electricity suppliers — most large energy companies have dedicated teams for handling LPAs. Call their main customer service line and ask to be transferred to their "vulnerable customer" or "third party authority" team. They will usually ask you to post a certified copy of the LPA or provide an online access code
• Water companies — contact the customer services team directly. Water companies are regional monopolies, so there is no option to switch supplier, but you can manage billing, set up payment plans, and apply for any available social tariffs
• Broadband and phone providers — these can be more difficult. Some require you to visit a store with ID, while others will accept a posted copy of the LPA. Be prepared for longer processing times with telecoms companies
• Mobile phone contracts — if the donor has an ongoing contract, you can manage payments, change plans, or cancel the contract. Early termination fees may apply, so check the terms before making changes

Paying Bills and Dealing With Arrears

If the donor has fallen behind on utility payments — often the case if they have lost mental capacity and nobody has been managing their affairs — your first priority as attorney should be to establish the current position with each supplier. Contact them to confirm the outstanding balance and set up a manageable repayment plan.

Key steps to take:

• Request an up-to-date statement for each account
• Check whether any charges are incorrect or disputed
• Set up direct debits from the donor's bank account to prevent further arrears
• Ask about hardship funds or social tariffs if the donor is on a low income
• If disconnection is threatened, explain that you are acting under an LPA and request time to arrange payment — suppliers have a duty to treat vulnerable customers fairly

Utility regulators such as Ofgem (energy) and Ofwat (water) require suppliers to have policies in place for customers in vulnerable circumstances. Do not hesitate to reference these obligations if you feel the donor is being treated unfairly. Understanding how attorneys manage finances more broadly will help you stay on top of all the donor's financial commitments.

Switching Suppliers to Save Money

As the donor's attorney, you have the authority to switch energy, broadband, or phone suppliers if doing so is in the donor's best interests — typically because it will save them money. This is a perfectly normal part of managing someone's finances under an LPA.

When switching suppliers on the donor's behalf:

• Use a price comparison service to find a better deal
• Check whether the donor is currently in a fixed-term contract with early exit fees
• Ensure the new account is set up in the donor's name, with you noted as the attorney
• Keep a record of why you made the switch (for example, an annual saving of a specific amount) — this demonstrates you are acting in the donor's best interests
• Confirm that any credit balance on the old account is refunded to the donor

What to Do With Utilities When the Donor Moves Into Care

If the donor moves into a care home, you will need to decide what to do with their existing utility accounts. This depends on whether the property is being kept or vacated permanently. If there is a chance the donor may return, or the property is being sold, you may want to maintain minimum services. Otherwise, you will need to close or transfer accounts.

• Submit final meter readings on the day the donor leaves the property
• Cancel or reduce services that are no longer needed — for example, broadband and TV packages
• Keep essential services running if the property is being maintained — heating may need to stay on during winter to prevent damp and burst pipes
• Notify the water company — you may qualify for a reduced charge if the property is unoccupied
• Redirect post from the donor's address so you receive any correspondence about the accounts

Common Problems and How to Resolve Them

Dealing with utility companies as an attorney can sometimes be frustrating. Here are some common issues and how to handle them:

• "We need to speak to the account holder" — explain that you hold a registered LPA and that the donor is unable to manage their own affairs. Ask for the call to be escalated to a manager or specialist team
• Long processing times — some companies take 4–6 weeks to register an LPA. Follow up regularly and keep a record of all contact
• Requests for the original LPA document — never send the original. A certified copy or online access code should be sufficient. If a company insists on the original, escalate the matter
• Data protection refusals — a registered LPA overrides normal data protection restrictions. The company is legally obliged to deal with you once they have verified your authority

Keep Records of Every Utility Decision

As with all financial decisions made under an LPA, you should keep clear records of your dealings with utility companies. This includes:

• Copies of all correspondence — letters, emails, and notes of phone calls (including the date, time, and name of the person you spoke to)
• Records of any supplier switches, including the reason for the change and the expected savings
• Copies of all bills and statements
• Confirmation of direct debits set up or cancelled

Good record-keeping protects both you and the donor. If anyone queries your management of the donor's affairs, you will have clear evidence that you acted responsibly and in their best interests.

Utility bills are often paid by direct debit, so you will likely need to manage the donor's bank accounts too. See our guide on how LPAs work with banks for the registration process.

Helpful Answers on Using an LPA With Utility Companies

This guide was last reviewed and updated on 16 March 2026. Information is based on current legislation and OPG guidance for England and Wales.

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