Case Stories

Showing 19 to 27 of 83 items

A South Asian woman looks directly at the camera with a warm gaze and soft smile. The blurred background suggests an outdoor setting. She represents Shabina, the person in the case story.

Provided guidance to homeowner in navigating tree planting concern

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.

A person stands with their back to the camera, looking out the window toward the street. The tones and mood are pensive. The image represents Adya, the person in the case story.

Helped Toronto Hydro improve communication in accommodation requests

Fair treatment requires that the City consider peoples’ individual needs and circumstances and explore all possible solutions to an issue. We worked with Toronto Hydro to ensure it did just that for Adya.

A senior woman with a headscarf and a pink shawl sits pensively with her grandson in a stroller. She looks away from the camera, lost in thought. The image represents the senior complainant in the case story.

Ensured adequate investigation of excessive noise from elevators in tenant’s building

Everyone deserves to feel safe and comfortable in their home. By reviewing Susan’s complaint and working with RentSafeTO to take appropriate action, we helped ensure that concerns about building conditions are handled fairly and in line with City rules.

A middle-aged man in his kitchen holds a small bowl and uses a skewer to pick up food from a tray. The image highlights how Ombudsman Toronto supports people beyond formal complaint processes.

Helped City develop equitable approach to tax arrears payment plans

Incorporating a human rights and equity-based lens into program design is essential to ensuring that all individuals receive fair, supportive service, particularly those facing financial barriers that can impact their ability to stay housed.

Two young girls sit next to each other, laughing and talking. The image represents the granddaughter of a complainant who sought support outside the office’s jurisdiction.

Provided guidance on navigating a concern outside our jurisdiction

Even when a complaint falls outside our jurisdiction, we take steps to help residents navigate the appropriate processes. We help to clarify the City’s role and connect people with the right resources.

A long-shot photograph of two high-rise buildings with the CN Tower visible in the gap between them.

Improved access to critical eviction prevention information

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.

A middle-aged woman is photographed in a documentary style in her kitchen. She looks down at a pot she is stirring. This image portrays everyday life for Torontonians supported by Ombudsman Toronto.

Improved transparency in City’s communications

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.

Page 19 Photograph of a young woman wearing a blue jersey. She looks off-camera with a joyful, relieved expression. The image reflects the resolution of a client’s communication needs.

Worked with TESS to meet client’s communication needs

We work with City divisions to identify and address barriers that make services less accessible. Our ongoing discussions with TESS aim to improve communication policies, ensuring residents can access the support they need in ways that work for them. By collaborating with City staff and using real cases to highlight systemic issues, we help drive meaningful changes that benefit the broader community.

A portrait-style photograph of an elderly man sitting in what appears to be a living room. He smiles timidly at the camera. This image represents the accessibility and housing challenges faced by persons with disabilities.

Ensured proper handling of TCHC tenant’s accommodation requests

We help tenants navigate the complex processes required to uphold their accessibility rights. Our work helped ensure that TCHC corrected its handling of Leo’s accommodation needs.