What we've learned from other municipalities

Overview

On Feb. 3 2026 Coucnil approved a motion directing staff:

"to review current public consultation and engagement practices related to both new and existing supportive and emergency housing solutions, including shelters currently in operation and those undergoing transition or wind-down, with a specific focus on communications and engagement with near neighbours; and

That staff be directed to bring forward recommendations to Council by July 2026 on improvements to these processes that are consistent with a human rights based approach to housing and related services for vulnerable residents, including but not limited to consideration of the timing and methods of information sharing with near neighbours; the scale and format of engagement meetings; confirmation of the role of the site operators in these engagements, and the processes for receiving, responding to, and reporting back on community concerns."

Findings & Recommendations

Check out the findings and recommendations based on sector research, existing policies and procedures and best practices.

Strengthened Engagement Opportunities

Following the Motion from Council on Feb. 3, staff have continued to strengthen how engagement opportunities are communicated and how input is acknowledged and used. This work included:

  • meeting with near-neighbours where supportive housing properties were purchased,
  • hosting informational webinars about housing solutions
  • recruiting for community liaison committees (CLCs) and
  • working with housing operators to establish communications and feedback channels with residents, as well as

  • Developing standardized communications materials operators can share with near-neighbours.


Key Findings from Research on Canadian Municipalities' Practices

  • Most municipalities have a Public Engagement Framework, however none of the frameworks include guidance that is specific to seeking feedback on housing solutions.
    • The City of Kingston will be the first known municipality to develop a specific framework for engagement on housing solutions
  • Engagement on housing among participating municipalities is most often aligned at the Consult (70%) level of the spectrum. Occasionally, housing engagements fall under Collaborate (20%) and Inform (10%).
  • Engagement methods were mixed. Most municipalities use online surveys (90%) and large-scale, in-person open houses (90%).
  • 90% of respondents say community concerns are received and responded to by Municipal Housing staff. Fifty per cent say concerns are managed through public engagement processes and platforms. Twenty per cent centralize concerns through Contact Centre/311 system and 10% say Mayor and Council receive and respond to many concerns.
  • Respondents highlighted several recurring and interconnected challenges municipalities face when engaging the public on housing initiatives, including:
    • Balancing community expectations with urgent housing needs
    • The complexity of housing systems and responsibilities
    • Limited influence of public feedback regarding the location of housing solutions
    • Neighbourhood resistance to change
    • Polarization, misinformation stigma toward people experiencing homelessness.
  • Most municipalities that took part in the scan emphasized proactive, transparent and frequent communication, aiming to inform communities early and manage expectations rather than solicit feedback that cannot shape outcomes such as site selection due to the constaints listed above.

Enhancement Recommendations

  • Continued use of a range of communication methods to inform residents about housing solutions, including:
    • social media,
    • in-person pop-ups,
    • short-form video on the City website,
    • Get Involved Kingston,
    • news releases,
    • posters,
    • Curbex (roadside) signs and other forms of traditional communications.
  • Ongoing communications to raise awareness of how to sign up and receive news from the City and learn about new public engagement opportunities.
  • Avoiding the announcement of new housing solutions around statutory holidays or corporate closures so that staff can respond to community concerns and questions in a timely manner.
  • Investing in modest paid advertising campaigns to increase the reach and awareness of residents affected by a housing solution in their neighbourhoods:
    • Roadside or pedestrian signage
    • Canada Post Neighbourhood Mail or Letter Mail
    • Targeted social media advertising