Provided guidance to homeowner in navigating tree planting concern

What happened

Shabina contacted us on behalf of her father who owns a rental property in Etobicoke. Shabina explained that the City planted a tree on the property without her father’s knowledge. When she called 311, they told her that the City’s Urban Forestry office would follow up. The next day, Urban Forestry contacted her and explained that a notice was sent in March advising that the tree would be planted. Shabina said her family never received the notice, and when she escalated her concerns, a Tree Planting Supervisor told her they would have to pay for a permit to remove the tree if it was healthy. Shabina thought it was unfair to pay for removing a tree they had not consented to.

What we did

We explained our role and process — that we are an office of last resort and would only step in after the City’s complaints process was fully engaged. We recommended that Shabina escalate her complaint with the City and provided her with contact information for the appropriate staff.

The result

Shabina thanked us for being patient and listening to her concerns. She said she would wait for the Tree Planting Supervisor’s inspection and escalate if needed. She knew we were available to assist if she encountered any communication issues.

Why this matters

Sometimes people contact our office while the City’s complaints process is still underway because they are anxious about not being heard. We listen to their concerns, offer guidance and provide information to help them navigate the process.