London – March 30, 2026 – Findings from London Hydro’s 2024 Customer Satisfaction Survey showed affordability is a major issue for customers. Nearly half said paying for electricity is sometimes a worry, and 70% reported their bill has a major impact on household finances. The message was clear: more people are struggling, and many don’t know where to turn for help.
At the same time, financial support exists.
The Ontario Electricity Support Program (OESP) provides ongoing relief to eligible households, but awareness and access remain barriers. With the recent expansion of OESP eligibility requirements and the growing need in the London area, London Hydro saw an opportunity to close that gap.
Instead of waiting for customers to seek out support, London Hydro brought information directly into the community.
Working with trusted local organizations like the London Food Bank, the campaign met people where they already are, placing simple, easy-to-understand information in spaces people rely on, from community centres to bus shelters. Mobile-friendly QR codes made it possible to apply in minutes, removing friction from a process that can often feel overwhelming.
The goal wasn’t just to inform, it was to make taking the next step feel manageable.
And it worked.
From August to December 2025, registrations for OESP increased by 16% compared to earlier in the year, and by 29% over the same period in 2024. Behind those numbers are real people, households experiencing a bit more stability and a bit less stress.
For London Hydro, the impact goes beyond a single campaign. It’s about recognizing that access to essential services like electricity should never feel out of reach and that sometimes, the most important work is simply making sure people know help is available.
“Affordability is one of the most important issues facing our customers today,” said Ysni Semsedini, CEO of London Hydro. “By making support more visible and easier to access, and by working with trusted community partners, we’ve helped connect more households with meaningful financial relief.”
This approach, grounded in listening, community partnership, and clear communication, recently earned provincial recognition with a Communications Excellence Award from the Electricity Distributors Association.
OESP Facts:
- Over 13,000 households in London are enrolled in OESP
- Over 7000 households registered in 2025
- OESP brings $5.4 million in provincial funding to London
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For more information or to arrange an interview, please contact [email protected].
