Ombudsman Toronto handled more than 4,000 cases in 2025 amid affordability crisis
Ombudsman Toronto handled 4,326 cases in 2025 — a 78 per cent increase since 2020 — stepping in to help people facing unfair treatment by the City of Toronto amid tough economic times and ongoing housing pressures.
“Behind the numbers are people seeking fair treatment and a chance to be heard,” says Ombudsman Kwame Addo. “The fairness of City services is more important than ever, as many are navigating multiple pressures at once: financial strain, housing insecurity and mental health challenges.”
Ombudsman Toronto’s 2025 annual report highlights the growing demand for oversight and accountability during a period of increasing social and economic pressures. Over the past year, the office helped an increasing number of residents, community groups and City staff to resolve fairness issues with City services. Examples include:
- a tenant at Toronto Community Housing said his building’s accessible entrance had been blocked off for repairs for weeks, forcing him and others to use a rear exit with safety risks. Ombudsman Toronto pressed for immediate repairs and building management issued an apology.
- the president of a condominium board contacted Ombudsman Toronto after several months of attempting to dispute a $18,000 water bill with the City. Ombudsman Toronto followed up with Revenue Services who confirmed the error and issued a refund for the majority of the charge.
- a person experiencing homelessness, without consistent phone access, was not able to get information about their Ontario Works benefits. After a discussion with Toronto Employment and Social Services, the division introduced a general email option for service complaints.
These and other stories in the report show the real-life impact of City decisions. Despite the increasing number of complaints, Ombudsman Toronto resolved 80 per cent of them within 30 days.
Beyond resolving individual complaints, formal investigations are essential to ensuring systemic improvements to challenging issues. The office has completed more than 50 formal reports and made more than 610 recommendations since the office was founded in 2009. In 2025, the office released two public investigation reports examining the City’s response to a rooming house fire and the handling of a resident’s social assistance overpayments. Both reports deliver recommendations to improve fairness and strengthen City processes for many others.
Ombudsman Addo says improving fairness across the City is a shared responsibility. “We’re grateful to City staff for their collaboration and to the people of Toronto who come forward and place their trust in our office,” says Addo. “That trust is essential and helps drives fairer outcomes for everyone.”
Read Ombudsman Toronto’s 2025 annual report. People of Toronto who feel they have been treated unfairly by or received unfair service from the City of Toronto can contact Ombudsman Toronto for free, confidential assistance.
Learn more
Read Ombudsman Toronto’s 2025 annual report.
People of Toronto who feel they have been treated unfairly by or received unfair service from the City of Toronto can contact Ombudsman Toronto for free, confidential assistance.
Media requests
For more information or to arrange interviews, please contact:
Alex DiGioseffo
Ombudsman Toronto
Tel.: 416-397-0333
Email: Alexandra.Digioseffo@toronto.ca
About Ombudsman Toronto
Ombudsman Toronto listens to and investigates people’s complaints and concerns about City of Toronto administration and the fairness of City services. We are a free and impartial office that operates independently from the City, holding it accountable to the people it serves.