There’s a Lot of Important Information on Your Bill and We Want to Help You Understand It.

Your London Hydro bill summarizes your energy and water usage and charges that have accrued during the current billing period.

As the sample bill below shows, the front-top portion, referred to as the remittance stub, is a summary of your personal information and amount owing. It is returned with your payment if you’re paying by mail. The lower-front portion of the bill provides details on your account status and energy usage and should be retained for your records.

The back-top portion contains definitions of the terms used on the bill while the back-bottom section summarizes your water charges and usage.

Understanding all the important information contained on your bill enables you to better understand your water and energy consumption patterns, what it costs and how you can reduce usage to lower your bill.

London Hydro bill with colour blocks to break down the different sections on the bill

Below is a brief description corresponding to each highlighted numbered section

Definitions

1. Home and Address Information

If you are the person receiving the invoice, your name and mailing information will be listed here. You'll also notice an invoice number above your mailing information. This is required if you register with MyLondonHydro.

2. Invoice Number

The number located just above the mailing address is your invoice number. This number is referenced when you register for MyLondonHydro, as well as used when registering for various programs.

Bill invoice number on a London Hydro bill

3. Billing Number

Your billing number is another item that you will need to enter when registering for MyLondonHydro for the first time. If you are contacting our customer service centre, you will need to have this number on hand.

4. Your Total Amount Due

The grey box at the top right of your bill provides a summary of your current and past amounts due, starting with your total amount due and the payment due date.

There are many bill payment options to choose from including: Pre-authorized Payments, Budget Billing, Online Banking, ATM, Mail, Payment Drop Box and Credit Card. Please allow enough time for your bill payment to reach our office by the due date to avoid the possibility of late payment charges.

If you have a Past Due Amount, please call our customer service centre at (519) 661-5503 from 8:30 a.m. to 4 p.m. Monday through Friday, and we will help you create a suitable payment schedule. An interest rate of 1.5% per month will be applied (19.56% annually) to all overdue charges.

Payment if Pre-authorized: Indicates that you are on a Pre-authorized Payment Plan, which automatically debits the amount shown on your statement from your bank account on the date shown.

Budget Billing Plan: Indicates that you have made arrangements to pay a fixed monthly amount based on your previous usage. This amount is subject to updates from time to time if there is any significant change in your energy usage pattern. If you have any questions or require more information about the Budget Billing Plan, please contact our customer service centre at (519) 661-5503 from 8:30 a.m. to 4 p.m., Monday through Friday, or email us at BillingSupport@londonhydro.com.

Encoded Digits: These are identification numbers given to us by the bank and appear on the bottom of your remittance stub. The numbers ensure that your payment reaches us when the transaction occurs at a bank.

5. Your Billing Summary

Your billing summary displays payment information including any billing adjustments, past due amounts and charges for the current billing period.

6. Your Unique Customer Number

Your unique customer number is required when registering for MyLondonHydro.

Unique customer number on a London Hydro bill

7. On-Peak Consumption

The On-Peak electricity rate is the rate of electricity consumed when energy demand is highest.

On-Peak electricity rate on a London Hydro bill

8. Mid-Peak Consumption

The Mid-Peak electricity rate is the rate of electricity consumed when energy demand is moderate.

Mid-Peak electricity rate on a London Hydro bill

9. Off-Peak Consumption

The Off-Peak electricity rate is the rate of electricity consumed when energy demand is lowest.

Off-Peak electricity rate on a London Hydro bill

10. Your Electricity Charges

Electric Charges are the total amount you are being charged and owe for your electricity use, other charges and taxes. Definitions for electricity charges are found on the back of the bill.

Total of the electrical charges on your current London Hydro Bill

11. Total Electricity Consumed for the Billing Period

This Time-of-use graph divides your energy usage into three distinct categories: On-Peak, Mid-Peak and Off-Peak energy usage. Visit MyLondonHydro for a more detailed breakdown of your Time-of-use energy consumption. Receive monthly, weekly, and daily updates of your energy usage right up to the previous day's energy use.

Total electricity consumption for the last 12 months broken down by time of use times

12. Water and Sewer Charges

The Water Utility Charges are a breakdown of your water usage, wastewater and infrastructure connection charges.

Water charges listed on a London Hydro bill

The City of London has made some changes to its storm water billing structure that are listed below:

there are no rate categories, everyone is billed under this rate structure
in the new rate structure, there are no longer classifications for different types of customers and a new capital renewal charge has been introduced
all residential, institutional, commercial and industrial customers will pay a fixed monthly charge based on the size of their meter and a fixed volumetric charge based on the amount of water used each month
This blending of fixed and usage charges is intended to continue to promote conservation by giving people control over their bills by reducing their monthly usage.
Visit the City's water rates website pages for more information.

13. Average Daily Usage Graph for Water

The Average Daily Usage Graph illustrates the last 13 months' meter read dates, your average daily water usage, and your total consumption.

average daily water usage graph on a London Hydro bill

Definitions on the Back of Your Residential Bill

1. Terms on Your Statement

You will find a list of terms and their definitions that are on your statement. If you have any questions about any of these terms, please email billingsupport@londonhydro.com for more clarification.