Shelter, Support & Housing Administration – Customer Service Standards

Shelter, Support and Housing Administration (SSHA) ensures that people experiencing homelessness have access to emergency shelter and wrap-around supports, while assisting them to develop permanent housing plans. The Division’s services fall under three main areas:

• emergency shelter and support programs
• street outreach
• 24-hour respite and drop-in programs

Our Commitment

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

Get information on how to submit a complaint or compliment to SSHA.