Improved transparency in City’s communications

What happened

A housing support worker contacted us on behalf of their client, Bellamy, who was applying for the Special Priority Program for rent-geared-to-income housing through Access to Housing, a unit within the Housing Secretariat. Special Priority status is given to individuals who live with their abuser and experience intimate partner violence. If granted Special Priority, individuals are placed ahead of non-priority applicants on Toronto’s Centralized Waiting List for subsidized housing, expediting their ability to leave the abusive situation permanently. The internal review body denied Bellamy’s application. However, the denial letter did not explain the reasons behind the final decision.

What we did

We raised concerns with the City’s Access to Housing unit about the lack of clarity and transparency in the letter communicating the final decision. We emphasized the importance of clear communication, especially in sensitive cases like this one.

The result

The Access to Housing unit agreed to revise the outcome letter to provide clearer and more transparent reasons for the denial. They also offered Bellamy another opportunity to expand on their initial application and reapply and supported them in strengthening their application. Additionally, the Access to Housing unit indicated they would consider making their internal review processes more transparent.

Why this matters

Clear and transparent communication is critical to fair decision-making and helping vulnerable residents navigate complex systems. By ensuring the Access to Housing unit provided accurate information about how the application did not meet the criteria, and an opportunity for Bellamy to expand on their case, we helped promote fairness in the City’s processes.