Helping More Londoners Access Energy Support: Our Award-Winning Approach

For many households, the cost of electricity isn’t just another bill—it’s a source of real stress.

That’s something we heard clearly from our customers.

In our 2024 Customer Satisfaction Survey, nearly half of respondents said paying for electricity is sometimes a worry, and 70% said their electricity bill has a major impact on their household finances. These aren’t just statistics. They reflect a growing reality for families in our community.

So when eligibility for the Ontario Electricity Support Program (OESP) expanded, we saw an opportunity to make a difference.

Turning insight into action

We knew that financial support was available, but not everyone who qualified knew about it or felt confident applying.

Our goal was simple: make it easier for people to access help.

We launched a coordinated outreach campaign designed to raise awareness, remove barriers, and connect more eligible customers with the support they need.

That meant focusing on clear, straightforward messaging and making the process as easy as possible, especially for people who may already feel overwhelmed.

Meeting people where they are

Instead of waiting for customers to find the program, we brought the information to them.

We used a mix of channels—website updates, digital and print advertising, and community placements—to reach people in different ways. But one of the most important parts of the campaign happened right in the community.

By partnering with trusted local organizations, including the London Food Bank, we were able to connect with people in familiar, accessible spaces. Information was also placed in high-traffic locations, such as bus shelters, community centres, and on campus at Fanshawe and Western, making it easy to learn about the program and take action right away.

Simple tools, like mobile-friendly QR codes, helped make applying quick and straightforward.

Real results for real people

The impact was clear.

From August to December 2025, OESP registrations increased by 16% compared to the earlier months of the year. Compared to the same period in 2024, registrations were up 29%—a strong signal that more people were getting the support they needed.

Behind those numbers are households experiencing a bit more financial relief and peace of mind.

Recognized for making a difference

We’re proud that this work was recognized with the Communications Excellence Award from the Electricity Distributors Association.

But what matters most is the impact in our community.

This campaign reinforced something important: when we listen to our customers, work with trusted partners, and focus on clear, accessible communication, we can help people navigate challenges and access meaningful support.

What’s next

Energy affordability continues to be a concern for many. We’re committed to building on this work—finding new ways to connect, simplify, and support.

Because access to essential services should never feel out of reach.