East London, England

“Overall my experience [with the portal] has been great, thank you for existing and creating such a tool. The best thing is that it brings all the help you can get in one place. I like the name of it as well [Lightning Reach], it gives you hope that you are about to reach the light of help.”

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Health issues and cost of living crisis led to financial challenges 

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Ecaterina is tackling financial challenges as she cares for her three young children while also supporting her ill mother and husband, who is tending to his terminally ill father. Despite receiving assistance from Universal Credit, unexpected expenses like a broken fridge have stretched their budget thin.

Previously, she ran a cleaning business with family members, but the pandemic forced its closure. Now, with her youngest child soon to start nursery, Ecaterina hopes to re-enter the workforce. However, since the start of this year the rising cost of living has presented an ongoing struggle, making it essential to find financial support to help tide the family over during this time.

A chance encounter leads Ecaterina to Lightning Reach and support

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Ecaterina has faced difficulties in finding and accessing financial support. With either herself or her husband consistently employed in the past, their current situation has left her feeling adrift, unsure where to seek assistance. Despite her efforts to reach out to support organisations, she encountered obstacles and unclear referral processes, which only deepened her sense of uncertainty and lack of support.

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“I don't know where to go or who to ask, I have tried to do so many self referrals and none of them would give a good answer, those that did get back said I needed a referral but provided no information on who and how to one. Whenever I asked, no one would help, the door would be closed.”

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One day, while doing a food shop, Ecaterina had a chance encounter with a support worker from Clean Slate, who had an information stand at the supermarket. The support worker was able to signpost her to a national charity which partners with Lightning Reach. Through this national charity, Ecaterina went on to apply for their help and discover further support.

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Discovering and applying for new support

Initially, Ecaterina applied for assistance towards a new fridge freezer from one of the national charities on the portal. During the application process, she had to provide financial evidence and chose to securely connect her accounts using open banking technology, which is utilised on the Lightning Reach portal.

“It was good, it was so quick to connect my bank accounts. I had never used this technology before, but it was very easy and clear. I was amazed that you can do this type of thing on your phone. It's amazing how much technology has advanced these days.”

After her initial application for support, Ecaterina was pleasantly surprised at the amount of further support options available to her:

“Oh I was overwhelmed of course, in a good way! I thought to myself  this is the place where I can get what I need, there are so many [support options]. The portal is a wow in terms of finding support”

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Ecaterina went on to apply for Energy Advice from SHINE, another support partner of Lightning Reach, of which she had never previously heard. The Seasonal Health Intervention Network (SHINE) offers free fuel poverty energy advice and serves as a referral network for Londoners.

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“It was very easy [the application process]. The person that called me [from SHINE] was such an amazing person, his words were so nice that I will never forget them, it's good to know that good people exist.”

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Timely support makes a big difference

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Ecaterina received £600 in vouchers for a new fridge freezer from a national charity. Furthermore, she obtained an extra set of 6 food bank vouchers (allowing for 6 visits), each visit providing her and her family with two food boxes. Additionally, SHINE is currently in the process of applying for energy vouchers on her behalf.

“Of course it will make a good impact. When I buy a fridge freezer then I can keep food for longer, it will make a big difference to me and my family. Me and my family will also be able to eat better also with the food we receive with the food vouchers we have received. It’s helped towards us get back on track [financially].”  

It's heartening to learn about Ecaterina's positive experience with the portal and the newfound hope it brings, knowing that there are people out there willing to lend a helping hand.

”Overall my experience [with the portal] has been great, thank you for existing and creating such a tool. The best thing is that it brings all the help you can get in one place, it brings you links for you, you can find them all in one place. I like the name of it as well [Lightning Reach], it gives you hope that you are about to reach the light of help.”