Shelter, Support & Housing Administration – Complaints & Compliments

We appreciate that the community is very interested in homelessness services and have questions and concerns. Representatives from the City and community partners who operate and engage with the community are available to respond to these questions and concerns. However, please note that communications should be respectful. The City of Toronto is an inclusive public organization. Racist or other forms of prejudicial, derogatory, or discriminatory comments and questions, including name calling, will not be tolerated.

  • Step 1: Speak to the service provider directly
  • Step 2: If you are not satisfied with the outcome or how your complaint was handled, contact Shelter, Support and 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
  • Shelters
  • Streets to Homes and the Assessment and Referral Centre
  • 24-hour Respite Sites

Email: ssha.homeless@toronto.ca

Phone: 416-392-8741
Fax: 416-338-1144
Mail: 55 John St., 6th Floor, Toronto, ON M5V 3C6, Attention: SSHA Complaints

For complaints about Violence Against Women (VAW) Shelters, contact the Ministry of Community and Social Services at 416-325-0689 or 416-325-9658.

Shelter, Support and Housing Administration 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.