Improved access to critical eviction prevention information

What happened

In an inquiry initiated by Ombudsman Toronto’s Housing Unit, we identified the need for 311 to provide callers who have eviction-related questions accurate information about the City’s handbook on preventing evictions.

What we did

We are working with 311 to update their Knowledge Base, which contains information about City divisions and services. Additionally, we are addressing broader challenges related to ensuring 311 staff are familiar with the new information and collaborating with the team to find solutions.

The result

We continue to work with 311 to ensure that the City’s handbook on preventing evictions reaches as many callers as possible.

Why this matters

For many tenants, 311 is a key point of contact when facing housing challenges, including eviction. Ensuring that 311 staff provide clear, accurate and accessible information helps callers connect with the City’s eviction prevention resources at a critical time. By proactively identifying and addressing this gap, we support efforts to improve access to information that may help tenants understand their rights and options.