Case Stories

Direct-Withdrawal Mistake: Getting a Refund

When signing up for a mortgage, homeowners must choose whether they would like their property taxes to be withdrawn from their mortgage or sent directly to them through an invoice. Unfortunately, when Manjula's bank set up their mortgage, the bank mistakenly selected both options.

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Giving Someone a Chance at Housing Stability

We heard from Ashley, a Toronto resident who was unsatisfied with the City’s final decision to deny her request for last month’s rent assistance through the City's Housing Stabilization Fund.

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Making Sure People in Toronto Got Reliable Information during the Pandemic

When the COVID-19 pandemic hit in March of 2020, we began closely monitoring the City’s website to ensure it contained accurate, up-todate information about the pandemic and that it was keeping people informed about all changes to City services.

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Connecting Someone with Revenue Services to Follow Up on a Refund

Hawa, whose late brother had given her Power of Attorney for Property, contacted us for help straightening out a problem with the City’s Revenue Services division. Her brother had overpaid a utility bill and was due a refund, but he had died before he received it.

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Securing Shelter for a Mother and her Children

Sydney reached out to us for help finding shelter for her and her children. She told us she had already asked for help through the Central Intake line at the City’s Shelter, Support and Housing Administration division, but was told there was no space available for them anywhere.

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Fixing an Incorrect Parking Ticket

Having not been in Toronto since 1978, Sangeet was understandably surprised when he received a parking ticket from the City of Toronto.

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Ensuring Equitable Treatment and Finding Specialized Programs at the City that Can Help

When someone contacts us to complain, we always consider whether the person is experiencing vulnerabilities—including mental or physical ones—that require an extra level of care from both us and the City. Sometimes circumstances arise that require additional care and specialized support.

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Referring Someone to the Right Place to Complain

Tina was having a problem with Canada Post. She tried contacting them directly to resolve the issue, but she got no response. Frustrated and feeling like she had hit a dead end, Tina contacted Ombudsman Toronto to file a complaint.

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Ensuring the City Shares Accurate Shelter/Respite Capacity Numbers

Early in the pandemic, we started to hear from community advocates and members of the public, who said that people experiencing homelessness were being turned away from shelters and respite sites because there was no space available, despite the City publishing information showing there was space.

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Helping a TCHC Tenant Get Safe Housing

Sam, a TCHC tenant, contacted us to complain that he had been displaced from his apartment due to mould.

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