NT Power is taking a more personal approach to supporting their Newmarket, Tay and Midland customers facing energy affordability challenges. In 2025, the utility launched a community‑focused outreach program to raise awareness of available assistance programs and connect customers with support.
With many households feeling financial pressure, NT Power saw the need to share clear, timely information about programs like the Ontario Electricity Support Program (OESP) and the Low‑Income Energy Assistance Program (LEAP). The goal being to help customers understand their options, reduce financial stress, and build stronger relationships across the community.
NT Power staff started by making personal calls to struggling customers to provide guidance and explain available programs. The utility also works with community partners to make it easier for customers to apply. For example, customers who applied for LEAP could also receive help enrolling in OESP through the same process.
The team stayed active in the community by attending local events, hosting workshops, and partnering with trusted organizations. These efforts give customers the chance to ask questions, get in-person support, and connect with NT Power in a more personal way. A “Cards of Kindness” initiative also allows staff to send personalized messages after meaningful customer interactions.
The program has delivered strong results. OESP enrolment increased compared to previous years, and customers received more than $1 million in support in 2025. NT Power has also seen a drop in the number of customers behind on payments, showing that early outreach and support can make a real difference.
Through this work, NT Power is building trust, improving customer experience, and helping more people access the support they need.