Ontario Works

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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
  • South London Community Centre
  • Northland Mall
  • Westmount Shopping Centre

Monthly cheque pick-up at Citi Plaza will take place the last business day of the month between 9:00 a.m-4:30 p.m. 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
  • Drop-in services and urgent supports at all locations

To contact the Life Stabilization team please call 519-661-4520 or call toll free at 1-833-932-2297. You can also email at: 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.  

Information on Applying for Ontario Works

Intake Process Change 

Starting Monday, November 28, 2022, as part of the implementation of a centralized intake partnership with the Ministry of Children, Community and Social Services, the process for new applicants to apply for Ontario Works has changed. 

The changes are as follows: 

  • Website links for online applications will change to the following:
  • Telephone applications can be completed by calling the following numbers:
    • 1-888-999-1142 - Monday to Friday - 8:30 a.m. to 5:00 p.m.
    • TTY: 1-800-5559
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.


MyBenefits Information

MyBenefits is an online, easy to use, secure messaging feature for Ontario Works clients.  It is Fast, Easy and Secure.

It has two way messaging for staff and clients to communicate, share information and upload documents.

You can report income or address changes; view letters and more – anytime, anywhere and on any device.

 Register at: ontario.ca/MyBenefits

 MyBenefits Help Line:   1-888-999-6130 (Mon to Fri 8:30 am to 5:00 pm)


MesPrestations est un service de messagerie en ligne, convivial et sécurisé pour les clients du programme Ontario au travail. Il est rapide, facile et sûr.

Il est doté d’une messagerie à deux sens qui permet aux membres du personnel et aux clients de communiquer, de transmettre des renseignements et de téléverser des documents.

Vous pouvez signaler des changements au revenu ou à l’adresse, consulter des lettres et bien plus encore,  à tout moment, en tout lieu et sur tout appareil.

Inscription :Ontario.ca/MesPrestations 

Ligne d’aide MesPrestations : 1 888 999-6130 (du lundi au vendredi, de 8 h 30 à 17 h)


MyBenefits es una característica de mensajería en línea, sencilla y segura para los clientes de Ontario Works.

Es rápida, sencilla y segura.

Cuenta con mensajería bidireccional para que el personal y los clientes se comuniquen, compartan información y carguen documentos.

Puede informar sobre cambios en sus ingresos o domicilio; ver cartas y más – en cualquier momento, desde cualquier lugar y a través de cualquier dispositivo.

Regístrese en: ontario.ca/MyBenefits

ínea de ayuda de MyBenefits: 1-888-999-6130 (lun a vie 8:30 am a 5:00 pm)



ماي بينيفيتس MyBenefits هي خاصية سهلة الاستخدام وآمنة للمراسلة عبر الإنترنت لعملاء برنامج أعمال أونتاريو Ontario Works.

إنها سريعة وسهلة وآمنة.


تحتوي الخاصية على إمكانية إرسال واستقبال الرسائل بين الموظفين والعملاء للتواصل ومشاركة المعلومات وتحميل المستندات.

يمكنك الإبلاغ عن تغيير الدخل أو العنوان؛ ومطالعة الرسائل والمزيد - في أي وقت وفي أي مكان وعلى أي جهاز.


تفضل بالتسجيل على: ontario.ca/MyBenefits


خط مساعدة ماي بينيفيتس MyBenefits: 1-888-999-6130 (من الإثنين إلى الجمعة من الساعة 8:30 صباحاً حتى الساعة 5:00 بعد الظهر)


Ontario Works Overpayment Repayment

You can make Ontario Works overpayment repayments in one of two ways:

1. In-Person at one of the following locations below. 

Hours and Locations - As of May 12, 2022


Citi Plaza

355 Wellington St., Suite 248

Monday to Friday

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

Canada Games Aquatic Centre

1045 Wonderland Road North

Monday to Friday

8:30 a.m. to 4:30 p.m.

South London Community Centre

1119 Jalna Blvd.

Monday to Friday

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

StarTech.com Community Centre

501 Southdale Road West

Second Floor Service Desk

Tuesday to Friday

10:00 a.m. to 6:00 p.m.

East Lions Community Centre

731 Churchill Ave

Monday to Saturday**

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

**Repayment at these specific locations is only available the last Saturday of each month.

Please Note:   There may be times that the locations listed above may be unavailable as payment sites during their advertised hours (facility closure, staff illness, staff breaks and lunches, etc).  If you are planning on going to any of these locations, other than Citi Plaza, we highly recommend you call (519) 661-5575 prior to your visit to ensure a customer service representative will be available to assist you.

2.  Scheduled Payments by EFT (Electronic Funds Transfer) directly from your bank account.

In order to sign up for the EFT repayment program you must complete the following application and complete the submission process along with the required supporting documentation. Paper copies of this application are also available at the front counters of our Ontario Works offices:

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

Ontario Works EFT Repayment Package

Employment Services Transformation Updates 

Important Information about upcoming changes to the Ontario Works Program. 

Employment Services Transformation – EST

EST is a new service delivery model that integrates the current Ontario Works (OW) employment services into Employment Ontario (EO). 

As part of EST, Ontario Works will work with Employment Ontario along with other community agencies and/or supports to help you get ready to secure long-term employment. 

Employment Ontario will help & support recipients of Ontario Works, in many ways including but not limited to:

  • learning about job and career opportunities,
  • writing a resume, 
  • preparing for an interview,
  • building job-related skills, 
  • participate in training, and 
  • finding and keeping a job 

They will assist in providing resources, services, workshops, and programs that would benefit you entering the workforce, keeping, and advancing in a job.

What is changing for you?

Ontario Works has been an employment-focused program that requires you to participate in employment readiness activities to keep receiving financial assistance each month.

Employment assistance activities will now be offered through Employment Ontario and the number of employment service providers that work with OW clients will increase providing you with more options.

The role of your Ontario Works caseworker will be to meet with you and support you in different areas that will assist with getting you ready to enter (or re-enter) the workforce.  Your caseworker will be able to offer supports such as: 

  • connection to various community supports, 
  • addressing issues that may involve your personal safety, 
  • discussing health, and life skills that may require supports. 

This means that your participation requirements have expanded to include participation in services, programs, and resources that will bring you closer to being ready for employment. 

When you are ready, Ontario Works will refer you directly to Employment Ontario. Once your referral has been accepted, your Employment Ontario caseworker and Ontario Works caseworker will work together to support both your employment and personal goals. Your Ontario Works caseworker will be able to continue to support you as you work with Employment Ontario.

Participation requirements are mandatory to remain eligible for financial assistance. This is however based on your unique circumstances and will be supported and monitored by both the Ontario Works and Employment Ontario staff to ensure you are receiving the supports and services you need.

What about my benefits?

The money you receive for basic needs/ shelter allowance will not be impacted. However, changes will occur to the benefits you receive for employment related activities (i.e., Bus pass, internet, phone etc.). What does this mean for you?

  • Benefits related to personal support needs will be reviewed by your Ontario Works caseworker to determine eligibility in January 2024 and onward.
  • Benefits related to employment supports will be reviewed by your Employment Ontario caseworker to determine eligibility.

What’s next?

Over the coming months, your caseworker will contact you to complete an assessment and action plan. These are two new case management tools under Employment Services Transformation to help assess your needs and create a plan that will best support you.

For any questions or concerns about what this change means for you, please contact your Ontario Works Caseworker.

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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.

Discretionary Benefits


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)

FAQs - Non-Social Assistance Recipient Application Frequently Asked Questions

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.

Financial Assistance for Funeral, Cremations and Burials

The City of London's Discretionary Benefits Program may be able to provide financial assistance for basic funeral expenses on behalf of deceased residents of the City of London who do not have sufficient funds in their estate to cover the cost of a basic funeral, cremation and/or burial.

Eligibility & Criteria


City of London residents receiving Ontario Works or Ontario Disability Support Program benefits may be eligible for this financial assistance. As well low-income, non-social assistance recipients may be eligible for services.

A full eligibility review of the deceased person’s estate must be completed by the City of London before completing funeral arrangements. If the deceased is a minor (17 years of age or younger), the application for funeral assistance will be based on the parent or legal guardian’s eligibility.


Individuals are eligible for assistance with the cost of funeral, burial and cremation services if they meet the following criteria:

  • The deceased is a resident of the City of London.
  • The deceased has no valid life insurance policy or prepaid funeral services.
  • Funds in the deceased’s estate (bank accounts, RRSPs, CPP Death Benefit, or other available asset) are less than the maximum assets allowable for Discretionary Benefits financial assistance.
  • There are no other funding sources available to cover the cost of funeral, burial and cremation services. Alternate funding may exist for:
    • Deaths related to a Motor Vehicle accident
    • The last Post Fund for ex-service members
    • Victims of Crime
    • Work related deaths
Application Process


Please read the "Prior Approval Letter"  prior to completing the application for Discretionary Benefits Funerals and Burials.

The Next of Kin or executor/execturix responsible for making the funeral arrangements may apply for assistance with funeral, burial and cremation services.

The Next of Kin must call Discretionary Benefits at 519-661-5910 to complete the application process (applications from funeral homes or third parties are not accepted). All calls are returned within one business day.

Applications for assistance must be approved by the City of London before funeral arrangements may be completed.

You may contact the funeral home of your choice; however, before making the funeral arrangements you must advise the Funeral Director that you will be seeking assistance for payment from the City of London, Discretionary Benefits.

Important:  Social Services must authorize services before a contract is signed with a funeral home or cemetery. We are unable to reimburse the cost of a funeral, cremation, and/or burial after a contract is signed, as we are not in a position to interfere with a legally binding contract.

What You Will Need to Apply:

The following documents may be needed to complete the application for funeral, burial and cremation services:

  • Identification for the deceased
    • Valid government issued photo ID
    • Social Insurance card
    • Health Card
    • Birth Certificate
    • Immigration documents.
  • Valid government issued photo ID for the applicant/Next of Kin.
  • Verification of London address: 
    • Lease or Mortgage agreement
    • Utility bill
    • Piece of government mail
  • Income Verification: 
    • 60 days of banking on all bank accounts
    • Most recent Notice of Assessment from Revenue Canada for the deceased (and spouse)
    • 2 most recent pay stubs
    • Verification documents for any and all assets owned by the deceased as requested by Discretionary Benefits
    • Will
Funeral Services and Follow-up Details

Funeral Services

The City of London provides a basic, respectful service according to the City of London’s Fee Schedule. Only items and services provided for in the Fee Schedule will be approved. Additional items can be purchased by the Next of Kin.

Tombstones and markers are not eligible burial costs in the City of London’s Fee Schedule.

Recovery of Funeral, Burial and Cremation Costs

The City of London will complete recoveries for the cost of funeral, burial and cremation services from the estate of the deceased, including any income or assets eligible for recovery, such as cash in bank accounts and CPP Death Benefits.

Internment Rights

If the City of London purchases a burial plot, the ownership of the plot (internment rights) will be held by the City of London. Please contact Discretionary Benefits to request access to the internment rights or to request alterations or additions to the plot.

Death Certificates

Original Death Certificates are held by the City of London while recoveries are pursued. Discretionary Benefits can provide certified copies of the Death Certificate for approved purposes such as: closing a utility account (Bell, Rogers, Hydro), Service Ontario, Service Canada, debtors (Visa, OSAP), OHIP etc. at the request of the Next of Kin. Original Death Certificates are returned to the Next of Kin when the funeral file is closed.

For further information or to request financial assistance for funeral, cremation or burials, contact our office.



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 Pass Program

The Income Related Transit Pass Program offers a monthly bus pass for eligible residents. Visit our Income Related Transit Pass Program webpage for information on who can apply, how to apply, and where to purchase your pass.

Learn more


Employment Support

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

Participating in the London Labour Market - Employment Sessions

Are you ready to join London's labour market? Ready to talk to employment experts, learn some new skills and maybe venture into a new industry sector? We can help you get there. 

The City of London's Employment Services Team, along with community employment and training providers are hosting free employment information sessions on various employment sectors to talk about workplace conditions, rates of pay and benefits, training opportunities and the necessary skills to succeed in your chosen field.  Each session takes place from 1:00 p.m. to 2:00 p.m. We suggest logging into the sessions 5 to 10 minutes early to ensure no technical difficulties. If you require assistance with technology to participate, please contact your Ontario Works or ODSP Caseworker who can assist you.

Below is a link to all the recordings of the employment sessions from 2021. Please continue to check back to see the new schedule for 2022.

2021 Session Recordings

Community Employment Service Providers
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.


London Economic Region Labour Market Participation Survey and Report

 An active and highly engaged labour market is a sign of a healthy economy. To gauge the level of participation in the London Economic Region, the City of London and its regional partners engaged PwC to conduct a study to assess the reasons for decreasing labour market participation in the London Economic Region and ways to increase participation, especially within the prime-age demographic. Below is the results of that study.

Labour Market Participation Report - PwC

PwC Presentation DeckLabour Market Participation Lunch and Learn Video


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. 

Drop Box Locations
Last modified:Friday, April 12, 2024