Transparency means clearly communicating how a complaint is handled and explaining the reasons for the outcome as fully as possible, even when some details must be withheld due to privacy concerns. Our work made systemic improvements that will benefit other TSHC tenants in the future.
Sometimes, after gathering and considering all the available evidence, we find that the City’s policies and procedures were applied fairly. Regardless of whether we ultimately find unfairness or not, all people deserve to have their issues taken seriously and investigated objectively.
Fairness requires timely communication. When delays happen, we step in to ensure residents aren’t left waiting indefinitely for essential services. We help bridge communication gaps in order to ensure the City addresses residents’ concerns promptly and thoroughly.
Stable and secure housing is essential for vulnerable tenants. By ensuring a fair review of Amelia’s funding request, we helped her access the financial support she needed to preserve her housing and all the benefits that come with it: affordability, accessibility, and proximity to essential services that meet her daily needs.
Hector was having trouble contacting the City about an approved summer camp for their child-care subsidy program. Unable to reach the City, he booked a camp, but was denied reimbursement from the City.
Farah and Thomas had been staying in a shelter but had to leave due to health concerns and had been unhoused for over a month. They were working with Shelter, Support & Housing Administration to find housing, and had accepted an offer for a Toronto Community Housing Corporation unit. Unfortunately, Thomas suffered a heart attack and was in the hospital, unable to sign the required papers.
Maurice, a senior who required the use of a motorized wheelchair, was unable to board their TTC bus because snow was blocking the area where the bus would deploy its ramp. As a result, they missed several medical appointments. After calling 3-1-1 multiple times, Maurice contacted our office.
We found out that Shelter, Support & Housing Administration’s (SSHA) voicemail for complaints was full. That meant that anyone who called SSHA’s complaints phone line to let the City know about an issue with their shelters would be unable to share that important information.
Juan had been living with their family after being forced out of their apartment due to a major flood. Their belongings were in storage, and they were having issues with reimbursement from their insurance company. Juan was trying to contact their claims adjuster but was having trouble doing so. They came to our office for help.