Carlos' story: personalised support towards a financially resilient future

Chipping Norton, Oxfordshire

Carlos was referred to the portal by the Royal British Legion and OVO, he received:

• £150 energy bill credit and a heated blanket from OVO

• £500 in supermarket and clothing vouchers from the Royal British Legion 

• Access to a social tariff to reduce monthly water bills from Thames Water

“They helped me and my family to get a good standard of living in our new home. If it wasn't for the support, I wouldn't have anything in my house right now.”

We recently spoke with Carlos who had been serving in the Royal Air Force while his wife and young daughter lived overseas. They were preparing to reunite in the UK and start life together as a family, but the timing was difficult. His service ended just as they arrived, and they had to vacate military housing. They relied on their savings to stay in hotels and short-term lets, but after a couple of months, their funds ran out.

Facing homelessness, Bristol City Council stepped in to provide emergency housing. This eventually led to a permanent home with Sovereign Network Group (SNG), providing the foundation to build a life together. However, financial struggles followed. Benefits reductions left the family with just £150 a month, and despite the vital lifeline of foodbanks, affording daily essentials became a struggle. 

“The first month, my gas and electricity bill was coming in at around £170. I thought, 'Where am I going to get this?'”

Connecting utility referrals with military charity support

Seeking financial support for his family, Carlos contacted the Royal British Legion. They guided him towards the Lightning Reach portal to complete an application to their support scheme. The Royal British Legion issued £500 in vouchers for food, clothing, and essentials, ensuring the family had what they needed immediately.

He was also signposted to the portal when contacting his energy provider, OVO. When his first energy bill arrived and was more than he could afford, Carlos contacted OVO for help. Recognising the financial strain he was under, they advised him to apply to their Extra Support Scheme, which is also managed through Lightning Reach. Through this, he received £150 towards his energy bill, a heated blanket, and practical advice on managing his energy usage. 

From completing his profile, the portal further matched him to support with his water bill based on his circumstances, helping him access a social tariff from Thames Water.

“I’m on a special tariff for Thames Water now, but I wouldn't have known about any of this if it wasn't for Lightning Reach. When you go in, there is so much support that comes up.”

Financial and employment support to build resilience

The support made an immediate practical difference. The RBL vouchers allowed the family to purchase daily essentials and clothing. Meanwhile, the £150 credit from OVO, arriving in December, acted as a vital buffer before the much colder weather set in. Combined with the heated electric blanket and the reduced water tariff, this meant the family could stay on top of their household bills without the fear of costs exceeding their income.

Today, Carlos feels settled and optimistic. With his household bills supported, he is now focused on finding work. To support this, the SNG employment team provided a laptop and internet dongle to bridge the digital gap, and even offered a suit for his interviews. He is now actively interviewing, secure in the knowledge that his family finally has a financially stable, warm base to grow from.

Get help today

Could you or someone you know use a helping hand building up your financial resilience? Create your account today at www.lightningreach.org/application-portal to see what you're eligible for.