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Customer Service & Collections
Hours of Operation: 8:30 am - 4 pm,
Monday through Friday, excluding statutory holidays.
Mail: London Hydro, 111 Horton Street, P.O. Box 2700, London, ON N6A 4H6
Please note that if you are subject for disconnection due to non-payment of an account, call 519-661-5503 to speak with a customer service representative as soon as possible and we will help you make payment arrangements. Our collections office is open from 8:30 a.m. to 4 p.m., Monday through Friday, excluding statutory holidays.
Reporting an Outage
Hours of Operation: 24 hours a day, seven days per week
Always remember to stay clear of downed power lines.
If you need to report an emergency such as a downed power line, tree limbs on lines or electrical equipment that is sparking and dangerous, please call our emergency number immediately: 519-661-5555. Our emergency number is available 24 hours a day, seven days per week. If you have registered your phone number with London Hydro, our Interactive Voice Response (IVR) system will recognize your number and allow you to immediately register your outage or hear the estimated restoration time for your outage if it is available.
Reporting a Water Emergency
Phone: 519-661-4739 (City of London Water Department)
Hours of Operation: 24 hours a day, seven days per week
If you need to report a water emergency such as no water coming from your taps, a possible water main break or a leaking water meter, please call the City of London's Water Department immediately at 519-661-4739. The City's water emergency number is available 24 hours a day, seven days per week.
Sign up for Our Outage Management System
Over the past several years London Hydro has worked hard to improve the reliability of our system to ensure that Londoners have a safe, reliable supply of electricity. As a result, we have seen improvement in both outage frequency and outage duration.
Continuing with those improvements we've developed an Outage Management System that will help us provide you with important information in the event of a power outage, such as when you can expect it back on. Estimated restoration times are not always available, especially if we are still looking for the problem, or if there are multiple outages in a storm, however, we will do our best to give you as much information as is available.
Once you register, you will be notified by your choice of either email, phone or text as soon as we are aware of an outage affecting your address. If an estimated restoration time becomes available or needs to be adjusted, you will immediately receive another notification. Click here to sign up for power outage notifications from your MyLondonHydro account portal.
Business Office Hours
Phone: 519 661-5800 Hours of Operation: Open 8 a.m. - 4:30 p.m.
Digging? Building a fence or a garden? WAIT! Here's what you need to know before you dig: CALL 1-800-400-2255
Please contact Ontario-One-Call (Call Before You Dig) before you dig anywhere - for your personal safety and for the protection of lines and other expensive utility equipment that are located underground.
Need to submit a claim?
At London Hydro, we take pride in our ability to provide Londoners with a safe and reliable supply of electricity through our advanced energy infrastructure.
We also take pride in providing one of the safest and most reliable supplies of electricity in the province. However, even with the most sophisticated distribution system, unexpected power interruptions and voltage variations can occur, most often beyond our control.
As outlined in London Hydro’s Conditions of Service:
London Hydro will endeavour to use reasonable diligence in providing a regular and uninterrupted supply but does not guarantee a constant supply or the maintenance of unvaried frequency or voltage and will not be liable in damages to the Customer by reason of any failure in respect thereof. Customers requiring a higher degree of security than that of normal supply are responsible to provide their own back-up or standby facilities. Customers may require special protective equipment at their premises to minimize the effect of momentary power interruptions or voltage sags.
London Hydro does not reimburse for claims of expenses and/or damage related to outages caused by Weather, Accidental Equipment Failure or 3rd Party Interference (vehicle collisions). London Hydro uses MEARIE Insurance Group to adjudicate all claims.
If you still wish to file an insurance claim for compensation, please contact your insurance company and if they feel there is liability against London Hydro, they will in turn contact our insurance company. Should your insurance company be successful in the recovering of their subrogated claim, you are entitled to your deductible or a portion of it. For all claims we advise you to contact your home or business insurance company first.
If however, you intend to submit a claim for compensation from London Hydro, you will need to follow a specific set of procedures to file for a claim. They are:
1. You will need to provide a letter to London Hydro with the following details:
- Date and time of incident or its discovery
- Location of incident
- Extent of damage (specifics of the damages such as a description of the item damaged, the age of the item damaged, and the approximate value at the time of purchase)
- Particulars as to how the damage was caused (if known)
- Any corrective action that might have been required
- Any details if you previously contacted London Hydro about your claim
2. Provide copies of quotes or invoices for repairs or replacement costs.
3. Ensure that your letter provides the following details:
- Your legal name
- A full mailing or contact address
- Contact telephone number and/or e-mail address
- Your London Hydro customer account number
Delivery of claims letter and evidences may be mailed to:
London Hydro Inc.
111 Horton St.
London, ON, N6A 4H6
E-mailed to: firstname.lastname@example.org
Hand-delivered to London Hydro’s office at 111 Horton Street during regular business hours and after hours, placed in a deposit envelope using the payment slot. Please indicate “Attn: CLAIMS” on the envelope.
Please note that London Hydro formalizes the claim on your behalf and forwards your claim to the General Liability Claims Department of MEARIE Insurance. MEARIE Insurance is contracted to handle all London Hydro’s liability insurance claims. It is MEARIE Insurance, and its insurance adjusters, that will review your claim and contact you directly if clarification or further information is required.
Please note: If the incident involves personal injury or significant property damage you must contact London Hydro as soon as possible at (519) 661-5800 ext. 6500 or e-mail email@example.com.