BackA new report from Toronto’s Ombudsman Kwame Addo finds that the City of Toronto’s decision to stop allowing refugee claimants access to its base shelter beds was unfair, poorly planned, and inconsistent with its commitments to transparency, accountability, and the human right to adequate housing.
“This report underscores the vital importance of the City upholding its commitments to fairness and accountability,” says Addo. “Decisions that affect access to critical services and housing rights must be transparent, equitable, and grounded in sound planning. In this case, the City fell short.”
But this was not just a failure of process—it was a decision with profound real-life consequences. “For refugee claimants,” says Addo, “The City’s decision played a significant role in the emotional distress they experienced. This left many feeling othered, invisible, and unwelcome in a city they hoped would provide safety and support.”
The investigation, conducted by Ombudsman Toronto’s newly established Housing Unit, identified several problems with the City’s decision-making and implementation, including:
- The decision went against key City policies, namely the Toronto Housing Charter, Access T.O., and the Toronto Shelter Standards, which are designed to ensure all people can access services, especially those in vulnerable situations.
- Refugee claimants were referred to federal services that City staff knew were not available, and at least some refugees were turned away from City shelters even when beds were available, according to City staff.
- The decision lacked proper documentation, leaving no clear record of who approved it and why; the decision was not implemented with a clear or accountable process.
- City staff received unclear instructions and inadequate guidance, leading to confused implementation of the decision.
- Although unintended, the decision systemically discriminated on the basis of citizenship and race, contrary to the Housing Charter, the Human Rights and Anti-Harassment/Discrimination Policy, and the Ontario Human Rights Code. It constituted anti-Black racism, as many or most affected refugee claimants were from African countries or of African descent.
The report further finds that this unfairness was prolonged for two months when staff delayed implementing City Council’s reversal of the decision.
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Source: The Ombudsman Toronto, Canada
