City of Toronto Ombudsman 2025 Annual Report
Offers a snapshot of Ombudsman Toronto’s work last year to support fairness, accountability, and transparency at the City of Toronto.
In 2025, we handled over 4,000 cases, a 78 per cent increase since 2020. We also released two public investigation reports examining the City’s response to a rooming house fire and the handling of a resident’s social assistance overpayments.
The report reflects what we heard from people across Toronto in 2025 and how we helped, including removing barriers that prevented accessible entry to a Toronto Community Housing building and facilitating a refund of almost $18,000 on a disputed water bill. We know this is a challenging time for many. We remain committed to advancing this work in ways that make a meaningful difference for those who need it most.
As a Business Improvement Area (BIA), you play an important role in your community and are often among the first to hear about service issues affecting local businesses and residents. Insights from BIAs help us better understand how City services are experienced on the ground and identify opportunities for improvement.
We invite you to read our report and share it with your networks and community members. If there are persistent service concerns or broader trends affecting your area that you believe our office should be aware of, we welcome the opportunity to connect.
Thank you for your continued work supporting local businesses across Toronto.
Sincerely,
Kwame Addo
Ombudsman
Ombudsman Toronto
375 University Avenue, Suite 203
Toronto, ON M5G 2J5
Phone: 416-392-7061
Relay service/TTY: call 711
Email: ombudsman@toronto.ca
Website: ombudsmantoronto.ca