Faster Help, Better Outcomes: Manitoba Hydro’s Gold-Winning Grant Overhaul
Manitoba Hydro has been honored with Chartwell’s 2025 Gold Award for Excellence in Serving Vulnerable Customers, recognizing the utility’s outstanding commitment to improving the lives of those most at risk.
Read the case study: Manitoba Hydro Overhauls Grant Funding Process to Better Serve its Vulnerable Customers
At the heart of this recognition is Manitoba Hydro’s transformative work around its “Neighbours Helping Neighbours” grant—a program designed to support customers facing disconnection due to financial hardship.
But Manitoba Hydro didn’t stop at offering help; they reimagined how help is delivered.
To better serve vulnerable customers awaiting crisis grant support, the utility implemented a series of process improvements that:
- Expedited funding applications, reducing wait times for those in urgent need
- Eliminated manual steps, streamlining operations, and increasing efficiency
- Reduced contact center volume, easing the burden on frontline staff
- Enhanced the overall customer experience, ensuring grant recipients felt supported and respected
Manitoba Hydro will share the initiative during an EMACS 2025 session: Utility and Community Collaboration Provides a Helping Hand to Customers in Need
This initiative is a shining example of how utilities can combine compassion with innovation to make a meaningful impact.
Congratulations to Manitoba Hydro for leading with empathy, efficiency, and excellence.
👉 Learn more about the Vulnerable Customer Leadership Council by contacting Tim Herrick.
You may also like these blog posts:
- Moving Beyond LIHEAP: Seven Ways to Bolster Customer Energy Assistance
- Customer-Centric Excellence: Recognized with Chartwell’s 2025 Best Practices Awards
- New Vulnerable Customer Benchmark Study: 59% of Utilities Expanding Support for Moderate-Income Customers
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