Page 32

Toronto Hydro CR Report 2016

OUR CITY An Embedded Community Outreach Coordinator has been located at a social housing agency weekly since March 2016 to promote Toronto Hydro’s residential programs and services. Information on the LEAP is also provided to customers who are on modest income(s) and/or in arrears. Assistance is also provided to customers who qualify for the HAP. This successful initiative has helped build customer trust, increased program awareness, and strengthened relationships with both partner agencies and customers. Customers are made aware of available programs through annual bill inserts, disconnection notices, and through conversations with Customer Service Representatives in the Call Centre or Collections. Toronto Hydro also promotes the LEAP and HAP programs to low income customers through in person presentations at targeted events. The Joint Home Assistance Program/ Home Winterization Pilot launched in Q4 2016 in collaboration with Enbridge Gas Distribution. The objective of the pilot is to demonstrate cost-savings opportunities through the use of a single organization to deliver the program and to improve the customer experience by offering a streamlined program experience to customers. Customers who contact the program delivery agent are now screened for both programs and benefit from a single audit visit rather than two separate interruptions. As both programs complement each other well, new marketing material was developed to showcase the benefits of each, as one cohesive customerfacing program. 32 TORONTO HYDRO I 2016 CORPORATE RESPONSIBILITY REPORT


Toronto Hydro CR Report 2016
To see the actual publication please follow the link above