OVO and Lightning Reach Partnership: three months in

In October 2025, OVO and Lightning Reach launched a revolutionary partnership to transform how vulnerable customers access support. In the midst of a cost-of-living crisis and record-high energy debt across the UK, OVO sought a faster, fairer way to help households in need.

Together, we created a unified support hub that brings all of OVO’s customer support schemes into one simple digital journey. Customers can now register once and be matched to OVO’s own support programmes as well as more than 2,500 external grants and assistance schemes nationwide. 

The goal was clear: quick, seamless access to relief when it’s needed most. A quarter into the partnership, this new model is already delivering tangible results.

Key outcomes and achievements

Using the Lightning Reach portal has enabled OVO to distribute their support package more efficiently, whilst also giving customers a clearer route to additional help outside of OVO’s offering.

Key outcomes to date include:

• £2 million in OVO support delivered to OVO customers in need, through faster access to grants, goods, and other assistance.

• 34,000 customers referred through the Lightning Reach portal for OVO’s support package (from bill payments to warm home essentials).

• 7000 customers accessed £185,000 in additional support – using the portal independently to discover and apply for additional help.

These numbers translate to real people and families getting help when they need it. Like Angharad from Swansea, who received bill support and a heated blanket: “It was extremely easy and straightforward. I just couldn’t believe how quickly I got the support”

As well as delivering the key OVO support package, the platform is empowering OVO customers to take charge. One in four uses the “tell it once” profile to see what else from the 2500 UK and local schemes offered on Lightning Reach that they might qualify for, turning a single referral into the option for holistic support, right when they need it.

“They clicked a button on Monday and got their support on Tuesday. It’s a trust thing – they’ve asked for something and we’ve delivered it,” Laura Bradley, Warm Home Discount (WHD) and Green Deal Lead at OVO explains. For example, customers requesting emergency energy credits or warm home essentials can now receive assistance in a day or two. 

Empowered teams and partners, reduced overhead

The transformation isn’t just on the customer side. OVO’s internal teams and external partner organisations (who help deliver elements of OVO’s support package) are feeling the benefits.

For OVO’s frontline advisors, Lightning Reach has become a game-changer in how they help people. What was once a labour-intensive referral process is now an integrated part of a constructive customer conversation.

“Being a frontline advisor is a really challenging job – how you show up for customers is important, having the tools to really help.” notes Laura. The new tool has energised the team: “There’s a feeling of excitement – the advisors feel really professional. We’re doing something really tangible and meaningful that helps them in their jobs. You can see and feel the difference,” according to Laura. The culture shift is palpable – morale and confidence have received a boost, as advisors feel equipped to make a concrete impact daily.

OVO’s delivery partners – the organisations on the receiving end of referrals – have also been empowered by the new system. Lightning Reach has enabled partners to view referrals instantly, and access a full, real-time view of a customer’s support journey. 

“Before, referrals between partners were very reliant on manual work from OVO - that’s completely removed now.” Niki explains. “Now they can go into Lightning Reach and immediately see the customer’s information and their whole journey of support”.

Partners also appreciate gaining insight into the wider ecosystem of support – as Niki puts it, “Partners get loads of visibility on other support that’s out there” beyond just OVO’s support. The platform is helping build a more connected network among support providers, not just between OVO and one partner at a time.

Data visibility and reporting – from jigsaw to holistic view

With Lightning Reach, all referral outcomes – whether a customer received a grant, a fuel voucher, a budgeting appointment, or multiple forms of aid – are captured in one system. OVO has a panoramic view of impact; e.g., a single parent struggling with energy debt might receive support from three sources (an OVO payment plan, a local council grant, and a charity fuel voucher); now OVO sees the cumulative £500 relief that customer received and can report that outcome confidently.

“Being able to see that full view means that we can show our impact, which means we can do more business,” says Laura, referring to the ability to secure funding and approval for expanding support schemes. Internally, the data allows OVO’s team to identify what works best and where to adjust. 

Looking ahead: expanding the model

“This has been absolutely worthwhile work,” Laura reflects, “and we’re not stopping here.”.

The impact achieved in just three months is only the beginning. OVO and Lightning Reach see huge opportunity to expand and enhance this support model in the coming months. 

Looking ahead, Lightning Reach is keen to share this innovative model across the energy industry and beyond. By demonstrating that helping customers access all the support they’re entitled to can be done in a fast, efficient, and dignified way, OVO and Lightning Reach are setting a new standard for customer care. It’s a model of collaboration between a forward-thinking corporate and a tech-for-good startup, united by a common mission to ensure no one slips through the cracks.

“At its core, this partnership is about empathy, empowerment and efficiency: ensuring families across the UK can access timely support when they need it most. By bringing together innovative tech with frontline expertise, we’ve created a new collaborative model for how the sector can provide targeted, transparent and dignified support at scale.” - Ren Yi Hooi, CEO & Founder at Lightning Reach.

Join us

Interested in how your organisation can collaborate with Lightning Reach? Get in touch at partnerships@lightningreach.org