Complaint
An individual who was accepted into the Authority’s social housing program filed a complaint with us because they felt that the program eligibility requirements were poorly communicated to them, which may have affected their status on the waitlist.
Investigation
In discussion with the Authority, we found that information was provided inconsistently – some applicants received information and others, only upon request. The Authority did not have a process to support the standardized delivery of program information, including how decisions are made. This ultimately affected the complainant, who had been surprised by a decision the Authority made about their eligibility.
Decision
Unfairness substantiated. The Authority’s process for communicating program information was inconsistent and therefore administratively unfair. Program applicants must be given information to help them understand the decision-making process that affects them - like decisions about eligibility or placement into a social housing unit. Ensuring transparent and consistent service is a key component of fairness.
Recommendations
Accepted. The Authority accepted our recommendations to develop a process for consistently sharing social housing program information to all program applicants and potential applicants. They also agreed to provide training to staff on this process, to ensure accuracy and consistency in the delivery of program information.