Powering More Than Homes:
How Lakeland Electric is Keeping the Lights On for Thousands
PHOTO PROVIDED BY LAKELAND ELECTRIC
When the summer heat spikes, so do electric bills, and for many households, that means tough decisions and looming shut-off notices. Losing service isn’t just an inconvenience—it can be costly, leading to late fees, reconnection charges and the added stress of getting reconnected during the hottest months of the year.
This year, Lakeland Electric is taking a different approach. Through a partnership with technology provider Promise, the utility has already helped more than 8,500 households access $8.2 million in federal aid from the Low-Income Home Energy Assistance Program (LIHEAP)—without waiting for customers to ask for help.
“We’re not waiting for people to call us in crisis,” says Korey Bush, Assistant General Manager of Customer Service. “We’re reaching out early to offer help, including to those who’ve never applied for assistance before.”
The partnership came together quickly. In April, a Lakeland Electric finance executive attended a municipal roundtable where Promise presented its model. Recognizing its potential, the team moved fast to finalize contracts and processes in time to meet the next LIHEAP disbursement deadline just a week later.
LIHEAP, a federally funded program administered at the state level, isn’t new to Lakeland Electric. Traditionally, though, it’s been customer-driven—requiring individuals to seek out and apply for help. With Promise, the process flips.
Here’s how it works: Lakeland Electric securely shares customer data with Promise, which cross-references it with LIHEAP eligibility criteria. Promise then proactively notifies qualifying households through texts, emails, and other direct communication that assistance is available. Customers can choose to decline, but if they accept, approved funds are applied directly as a credit to their electric bill.
Funding is available for households that have an income of 60 percent or less of the Florida State Median Income or 150 percent of the Federal Poverty Level or receive SNAP, TANF or SSI benefits.
The program covers two types of aid: an annual home energy allotment and a crisis fund, which can go toward a single bill or past-due balance, with combined benefits of up to $2,000 per year.
“The impact has been huge,” Bush says. “In May and June alone, over $8 million was awarded to our customers, with more than 4,900 awards issued in June. We’ve already seen a significant drop in disconnections compared to previous years.”
The proactive outreach has prompted mixed initial reactions: some relief, some skepticism. “A lot of customers thought it was a scam at first,” Bush admits. “But once they realized it was legitimate, the gratitude was overwhelming. They told us they weren’t sure how they’d make it through the summer otherwise.”
While Promise’s notifications are the primary outreach tool, customers can also call Lakeland Electric’s customer service team to confirm eligibility or ask questions. The utility has published blog posts and informational resources to reassure residents and explain the process step-by-step.
The funding renews annually on Oct. 1. Lakeland Electric expects the program to continue as long as federal dollars remain allocated, and the early success has sparked internal conversations about how to bring a similar proactive approach to other services.
For Bush, the initiative is about more than numbers. It’s about neighbors. “We’re a customer-owned utility. I’ve lived here for 22 years. We shop at the same stores, go to the same churches, send our kids to the same schools. We want to do more than deliver power—we want to make life a little easier for the single mom or for the family that’s stretched thin.”
While no program can control rising energy costs or inflation, Lakeland Electric hopes that removing barriers to assistance will help stabilize household budgets and prevent the financial spiral that comes with losing service.
One more LIHEAP allocation is scheduled in the coming weeks, and Bush expects demand will remain high through the peak summer months. “We can’t stop the heat,” he says, “but we can make sure our community has one less thing to worry about.”
“We’re not waiting for people to call us in crisis,” says Korey Bush, Assistant General Manager of Customer Service. “We’re reaching out early to offer help, including to those who’ve never applied for assistance before.”