Ontario Works

Effective Tuesday February 16th, Social Services will provide the option of in-person services to those in our community who may have found it challenging to receive services via alternative methods.

While Londoners are encouraged to continue accessing services through phone, email and virtually whenever possible, the following front counter locations will be open to the public from

Monday to Friday, 8:30 a.m. to 4:30 p.m.:

  • Citi Plaza
  • London East
  • Northland Mall
  • South London Community Centre
  • Westmount Shopping Centre

It is important to note that not all services previously offered will be available at this time in an effort to ensure the health and safety of both the community and City staff.  Monthly cheque pick-up at Citi Plaza will take place the last two business days of the month between 9am-12pm and 1pm-4pm. Wherever possible, clients are encouraged to email a copy of their documents or drop them off at one of the drop box locations.

In-person Ontario Works Services:

  • Cheque pick-up at Citi Plaza
  • Cheque encashment stamps at all locations
  • Emergency services and drop-in supports at all locations

To contact the Social Service office please call 519-661-4520 (toll free at 1-833-932-2297) or email socialservices@london.ca.

Ontario Works provides financial assistance during a time of need. Our caseworkers can provide employment support as well as helping you gain access to health benefits for you and your family.

Ontario Works

Ontario Works can help provide financial assistance, employment support and health benefits for you and your family.  Interested applicants can apply for the City of London Social Services online or by calling 519-661-4520 ext. 3 or toll-free at 1-833-932-2297.

Information on Applying for Ontario Works.
Documents Needed

To being the application process you will need the following information for you and family members applying for assistance:

  • Proof of Date of Birth - birth registrations, baptismal certificates, passports, immigration papers, bible records, school records, hospital or military records)
  • Social Insurance Number - SIN cards, CCRA documents
  • Health Card
  • Housing information such as rental or mortgage agreements, as well as the cost of utilities, taxes and insurance.
  • Recent Bank Statements for all bank accounts of all who are applying.
  • Pay Stubs for the last three months if currently or recently employed.
  • Record of Employment and/or your most recent pay stubs.
  • Information about other Income Sources such as child support or pensions.
  • Information about Assets, such as property, vehicles, RRSP, life insurance.
  • Proof of Immigration status for people born outside of Canada. 

Please note:  If you are married, have a partner or are in a spousal relationship, both you and your partner/spouse must be present for the appointment. Any dependent adults 18 years of age or over are also required to attend the appointment.

If you are unable to attend your appointment, please call 5 19-661-4807 to cancel or rebook.

Reporting Changes to Circumstances

Ontario Works clients must still report all changes to their circumstances, including changes in income. Statement of Income forms can be picked up or dropped off at any one of the social services offices listed below. Items can also be dropped off in any of the social services mailboxes where contents are emptied daily.

How to Appeal

In order to appeal a decision, your request must be made in writing and sent to the Ontario Works London office.  You will need to complete the Internal Review Form or provide a letter indicating your request for an internal review and the reasoning for your request.

Your written request must arrive at the London office within 30 days from the date your received the original decision notice.  A review will take place within 30 days of receiving your request. You will receive a letter informing you of the internal review decision. If the internal review is not completed within the required 30 days, you may appeal the decision directly to the Social Benefits Tribunal.

Your written request should include:

  • A statement that you would like the original decision reviewed.
  • The reason you disagree with the decision.
  • Your name, date of birth and Member ID.
  • Your signature.



Ontario Disability Support Program

The Ontario Disability Support Program is a social assistance program to help with income support. To determine if you are eligible to receive income support, caseworkers will review your financial situation and disability status. Learn more and apply online.


Discretionary Benefits

Discretionary Benefits are provided to recipients of Ontario Works, Ontario Disability Support Plan and low-income Londoners who require financial assistance to purchase health related  and emergency assistance items. Learn more about applying and eligibility requirements below.


If you are in receipt of Ontario Works or ODSP, please submit a prescription from a health care practitioner for health-related items and an estimate for the item you are requesting. ​​ Please ensure  your name and Member ID are clearly written on all documents. It is important to note that estimates are NOT required for the following items: eyeglasses, beds & appliances.

If you are not in receipt of Ontario Works or ODSP, you may apply for discretionary benefits by phone at 519-661-5910 or by following the link below to the application form. Please complete the application form and submit it and your supporting documentation to Discretionary Benefits care of PO Box 5045, London, ON N6A 4L6. You can also submit your application electronically at socialservices@london.ca .

You can also drop off your application and documentation at any social services drop box locations.

You may be asked to:

  • Declare and provide proof of all household income.
  • Provide proof of the need for item you are asking for - prescription, medical letter, utility disconnection notice etc.
  • After you have completed the application process, your eligibility will be determined based on the nature of the essential or emergency supply items and the cost of your specific needs.
  • If you are eligible you will be advised in writing and informed of the next steps.
  • If you are ineligible, you will be advised in writing and details of the reasons for ineligibility will be outlined.

Application for Discretionary Benefits (Non-Social Assistance Recipients) (French)

Application for Discretionary Benefits (Non-Social Assistance Recipients) (English)

Discretionary Benefits Application Instruction Sheet (French)

Discretionary Benefits Application Instruction Sheet (English)


The discretionary benefits program offers eligible London residents financial assistance to purchase essential health related and emergency assistance items when all other resources are exhausted. Its important to note that all items require pre-approval by the discretionary benefits staff.

Who may be eligible:

Individuals and families with low income and assets who receive:

  • Low earnings
  • Employment insurance
  • WSIB
  • CPP
  • OAS
  • Ontario Works assistance
  • Ontario Disability Support Program Assistance
  • Other Pension Income

Please Note: Not all health, basic items of need or services are covered by the discretionary benefits program, even if it is supported with medical documentation. Financial assistance may also be subject to funding and frequency limits and may be based on the number of people in the client's family unit.


Temporary Care Application 

Temporary Care Application Information

Please bring the items listed below to your appointment for all dependent children for whom you are applying as a temporary care provider.

Please Note: If you are unable to obtain all of the following documents, please attend your verification interview, however; it's important to note that failure to present these items for verification could delay the application process.

  • Proof of Date of Birth - birth registrations, baptismal certificates, passports, immigration papers, bible records, school records, hospital or military records.
  • Health Card Numbers for all temporary care children.
  • Information about all temporary care children's assets - current value for bank accounts, past 60 days worth of statements, life insurance policies, investments, trust funds, properties, vehicles and any other valuables. 
  • Information about all temporary care children's income from all sources - support payments, NCBS/Child Tax Credit/Baby Bonus.
  • Proof of Citizenship, landed immigrant status, refugee status for all temporary care children.
  • Verification of all temporary care children's school attendance - timetables, attendance reports and report cards.

Please bring the following items to your appointment regarding your background:

  • Documentation of any custody arrangements through the Children's Aid Society or the courts.
  • Verification of current address
  • Identification - driver's license, birth certificate, baptismal certificates, bible records etc.

If you are unable to attend your verification interview, please call 519-661-4807 to cancel or rebook.


Income Related Transit Passes Program

Learn more about the income related transit passes program, how to apply and the eligibility requirements below.

Income Related Transit Passes
Important Notice - Income Related Transit Passes

Effective August 19, 2020, London Transit will resume front-door boarding and the collection of fares beginning Wednesday August 19, 2020.

For the period of August 19 to August 31, tickets, cash or stored value on a Smart Card will be accepted. Income-Related Transit Pass sales for September will resume August 15th; passengers are encouraged to load these online. 

September passes may also be purchased in-person at the following locations:

  • City Hall – Monday to Friday from 8:30 a.m. – 4:30 p.m.
  • Citi Plaza – Wednesdays and Fridays from 11:00 a.m. – 2:00 p.m., and the last two days of the month from 9:00 a.m. – 12:00 p.m. and 1:00 p.m. – 4:00 p.m.
  • South London Community Pool – Monday to Friday from 6:00 a.m. – 9:00 p.m., Saturday and Sunday from 1:00 p.m. – 4:00 p.m.
  • Canada Games Aquatic Centre – Monday to Sunday from 7:30 a.m. – 9:00 p.m.

In addition, passes can still be purchased at LTC Sales Locations

For more information on hours of operation at LTC locations, please call 519-451-1347.

Please remember to wear your mask when visiting any of these locations.

Eligibility - Income Related Transit Program

The income related transit program came into effect on January 1, 2018. This program offers a monthly bus pass for eligible residents. To qualify, individuals must meet all of the following criteria:

  1. Be a resident of London.
  2. Be 18 years of age of older. Please note, seniors with low-income will be eligible to purchase a subsidized transit pass through this program.
  3. Have a current income is below the 'Low Income Cut Off After Tax' (See chart below.)

If you are eligible for the program, your monthly bus pass will be $61 per month.

LICO After Tax (2018) - Updated October 31, 2019

Size of Family or Household Unit

LICO After Tax (2018)

1 person


2 persons


3 persons


4 persons


5 persons


6 persons


7 or more persons



Apply Now - Income Related Transit Passes

You can apply for the income related transit program in one of three ways:

  1. You can apply online for the income related transit program.  If you have already applied, you can review your application by visiting the login page.
  2. Apply by phone by calling 519-661-5910 to complete your application with the Discretionary Benefits team over the phone. Please note that you will need to provide all the supporting documents with your application through mail, fax or through the drop off box locations if you choose this option.
  3. Apply in-person by completing the application, including all supporting documents and mail or deliver to the Social Services drop boxes at the following locations:
  • Citi Plaza  - 355 Wellington Street Suite# 248, 2nd Floor South Wing London, Ontario N6A 3N7
  • Social Services - London East - 1835 Dundas Street, Unit # 1 London, Ontario Tel: (519) 661-4520
  • Social Services - Northland Mall -1275 Highbury Avenue North (at Huron Street) London, Ontario N5Y 1A8 Tel: (519) 661-4520
  • Social Services-Westmount Shopping Centre - 785 Wonderland Road South London, Ontario N6K 1M6 Tel: (519) 661-4520

If you would like an application mailed to you or need assistance filling out your application, please call 519-661-5910.

Income Related Transit Application


Purchasing - Income Related Transit Passes

To purchase a subsidized bus pass, residents will be asked to provide a piece of photo ID that contains their full name and address. A piece of mail, such as utility bill, alongside photo ID will also be accepted. Visit one of the locations listed below to purchase your subsidized bus pass.

Hours and Locations

Sales Location Hours

City Hall

300 Dufferin Ave.

Monday to Friday

8:30 a.m. to 4:30 p.m.

Citi Plaza

355 Wellington St., Suite 248

Wednesday & Friday

11:00 a.m. to 2:00 p.m.

Last 2 business days of the month

Canada Games Aquatic Centre

1045 Wonderland Rd. North

Monday to Sunday

7:30 a.m. to 9:00 p.m.

South London Community Pool

585 Bradley Ave.

Monday to Friday

6:00 a.m. to 9:00 p.m.

Saturday & Sunday

1:00 p.m. to 4:00 p.m.

Please bring government issued ID when purchasing your bus pass. Cash, credit or debit will be accepted. 

For more information, please call 519-661-5910

Please remember to wear your mask when visiting any of these locations.

Required Documents - Income Related Transit Passes

To apply for the income-related subsidized transit program, you will be asked to provide some general information about yourself and any members of your household (if applicable), as well as information about any income you, or your household receives.

You will need three things to apply: 

  1. Verification of Income, which may include: 
    • Statement of Assistance
    • Monthly bank statements
    • Pay Stubs
    • Employment receipts
    • 2019 Income tax assessment (e.g. T4/T5)
    • Support Order
    • 2019 Notice of Assessment  
  1. Photo ID for Each Household Member, forms of ID may include:  
    • Age of Majority Card
    • Birth Certificate
    • Immigration documents (e.g. Record of Landing, Canadian Citizenship Card)
    • MOHLTC issued Health Card (i.e., photo or temporary card)
    • Ontario Photo ID card
    • Valid Driver's License, or Valid Passport (Canadian or foreign)  
  2. Proof of Address in London, proof of address can include:  
    • Current utility bill
    • Valid driver’s license
    • Government issued mail
    • Mortgage document
    • Rent receipt - Lease  

Please Note: If you can’t provide this information, please contact a member of the Discretionary Benefits team and they will their best to support you in your endeavours.



Employment Support

As part of the Ontario Works program, the Employment Team is available to help with your journey to gainful employment. 

Employment Supports - Ontario Works Clients

Ontario Works offers employment assistance for those looking to gain and maintain employment, including:

  • Job search
  • Job search support services
  • Basic education
  • Employment placement
  • Job specific skills training
  • Support to self-employment
  • Substance abuse recovery programs
  • Community participation
  • Access to the Learning , Earning and Parenting program

It's important to note that additional funds may be provided to assist with any related participation expense while involved in approved Ontario Works activities. Please speak with your caseworker about a referral to one of the many employment partners the City of London works with.


Skills2Succeed Training Program

Gain key skills and certifications for a great job in food manufacturing and food processing through the Skills2Succeed training program. 

This City of London initiative is provided through collaboration with employers in food manufacturing and processing and supported by multiple community agencies including Fanshawe College.

This FREE training program is available to individuals who are:

  • 18+ years old and not in school
  • Unemployed or working less than 20 hours a week or living on low household income
  • Legally entitled to work in Canada
  • Interested in a career in food manufacturing or food processing

This program offers:

  • 4 weeks industry training in food manufacturing
  • Direct links to jobs
  • Practical hands-on learning
  • Certifications in food handling, food safety, lockout/tag out and more
  • On-going support from an Employment Coach

For more information on this program please reach out to the City of London at S2S@london.ca or call 519-930-2099. 

To register or for program referrals, please reach out to our service provider Fanshawe College at Skills2Succeed@fanshawe.ca or via phone at 519-452-4430.

Check out the Skills2Succeed flyer


Locations and Hours of Operation

The Ontario Works team is available to help with your applications and answer any questions you may have at various locations in London. 

Locations and Hours of Operation

Hours of Operation:

Monday - 8:30 a.m. to 4:30 p.m.

Tuesday - 8:30 a.m. to 4:30 p.m.

Wednesday - 8:30 a.m. to 4:30 p.m.

Thursday - 8:30 a.m. to 4:30 p.m.

Friday - 8:30 a.m. to 4:30 p.m.

Hours of Operation for the Intake line: 8:30 a.m. to 4:00 p.m.

Telephone: 519-661-4520 or 1-833-932-2297 and press 3 for Intake.

Press 1 for Social Services, then 1 for Ontario Works and then 3 for Intake.

TTY Phone:  1-800-808-2268

IVR Line: 519-661-5743

Email: socialservices@london.ca

Social Services Offices:

Social services offices offer:

  • Drop box for mail and verification documents.
  • Cheque pick up for new applicants without an address.
  • Monthly cheque pick up at the end of each month. Please Note: All OW clients with an address will have their monthly cheques mailed or directly deposited as usual.
Interactive Voice Response System

The Interactive Voice Response (IVR) telephone system can provide clients with some automated information that you would normally get from your caseworker. This easy to use system is available during and outside of regular business hours.

Call 1-800-808-2268 and enter your nine digit Member ID and your four digit PIN number.  Use the telephone options to get the information about your file, like when your last cheque was issued, or general information about social assistance.

Your caseworker will set up your IVR access after you have been granted Ontario Works, along with your Member ID and PIN number. Remember not to share these numbers with anyone else.  If you lose your Member ID or PIN number, the IVR Help Desk Attendant can help you.

Drop Box Locations


Last modified:Tuesday, February 16, 2021