How to make a complaint about housing and homelessness services directly delivered or funded by the City:
- Step 1: Speak to your service provider (agency, housing provider, shelter, etc.) directly
- Step 2: If you are not satisfied with the outcome or how your complaint was handled, contact Shelter, Support & Housing Administration (SSHA) by completing this complaint form. We will follow up with you after receiving your complaint
Where to Send Complaints
For complaints about:
- Central Intake
- Streets to Homes and the Assessment and Referral Centre
- 24-hour Respite Sites
- Out of the Cold (no longer in operation due to COVID-19)
Mail: 55 John St., 6th Floor, Toronto, ON M5V 3C6, Attention: SSHA Complaints
For complaints about:
- Housing Benefits (rent supplements, housing allowances)
- Housing Help Centres
- Out of the Cold
- Social and Affordable Housing, Rent-Geared-to-Income (RGI) Housing (TCHC, non-profits and co-ops excluding those federally administered)
- Access to Housing (centralized waiting list for RGI housing)
- Supports to Daily Living
Mail: 55 John St., 6th Floor, Toronto, ON M5V 3C6, Attention: SSHA Complaints,
Complaints About Related Services
- Maintenance Issues: If you are concerned about the state of your housing unit or building, talk to your property manager or complete a maintenance request from Municipal Licensing and Standards or report a property standards issue.
- Violence Against Women (VAW) Shelters: Contact the Ministry of Community and Social Services at 416-325-0689 or 416-325-9658.
- Federal Co-operative Housing: Contact the Agency for Cooperative Housing. If you are unsure if your building is a federal co-op, ask your property manager.
You can expect to be treated with dignity and respect and to receive professional, prompt and polite service. Abuse, threats, racist statements, etc. will not be tolerated. We will attempt to resolve all complaints but cannot guarantee all complainants will be satisfied with the resolution.
We commit to:
- Acknowledging all complaints within two business days
- Fair and respectful follow-up and investigations
- Providing a clear rationale for all decisions
- Updating you as the investigation progresses if the investigation takes longer than expected
- Explaining your options if you are dissatisfied with how your complaint was handled
SSHA staff review all complaints. When investigating a complaint, the circumstances may indirectly identify you, even if submitted anonymously. Complaints will be dealt with in a confidential manner according to the Municipal Freedom of the Information and Protection of Privacy Act (MFIPPA). Information will be collected, used and disclosed in accordance with the Act.
Email is not a secure means of transmission. Do not submit attachments or additional personal information.