Tent city protesters don't want to go into shelters. These complaints we obtained explain why

Sheltered, a CBC Investigates series, examines the housing crisis in Newfoundland and Labrador telling the stories of the people living it, while scrutinizing the policies and politics behind it.

A litany of health and safety concerns have been flagged to the Newfoundland and Labrador Housing Corporation about for-profit shelters over the last year, but the provincial government is still funnelling millions to private operators to handle the homelessness crisis despite previous pledges to move away from them.

Conditions inside private shelters havebeen a linchpin issue for a group of homeless protesters sleeping in tents across from the provincial legislature. They've complained that the buildings are unclean, unsafe and unacceptable.

CBC News has obtained, through access-to-information legislation, dozens of complaints documented atthe housing corporation about for-profit private shelters. They rangefrom a lack of foodto violence, uncleanliness and the unwanted solicitationof female clients.

There is no minimum standard for conditions in private accommodations. Theprovincial government, however, says change is on the horizon andhas contracted a company to establish a set of shelter standards.

Though names and addresses are redacted, it's clear the complaints come from both community partners and clients themselves. Information identifying the shelter operator is also blacked out.

• As housing demand grows, N.L. Housing eyes emergency shelter in Corner Brook area
• Inside a new shelter that is trying to fill a desperate gap in emergency housing
• Housing minister says N.L. government doing its best to keep up with demand

Last September, a client said she was "continually solicited for sex by another shelter guest and felt incredibly unsafe."

More than one woman reported being solicited for sex, according to one complaint. The health authority'sharm reduction staff noted men approached them to solicit sex when outside a particular shelter and that "it appears to be a pattern when females are close to the shelter site."

The housing corporation received a complaint that same month that "there are allegations that the shelter operator at [redacted] has been engaging in sex acts with clients."

It noted that "as of yet, these allegations have yet to be substantiated, at least not to [redacted] but by observation and communitypartners."

In an emailed statement to CBCNewsregarding that note, the housing corporation said it forwarded the information to the Royal Newfoundland Constabulary for investigation.

The RNC, however, could not find a record of a complaint being made by publishing time with the information provided.

'I could write a book complete with illustrations'

Clients who rely on the for-profit shelter system often fear repercussions of speaking up, according to the complaint ledger.

"I wanted to file a complaint about the living situation [at the shelter]and wondering the last timesomeone has monitored this place? No working stove or microwave and [redacted] advised he was handed a wooden handle when he entered the home to protect himself," one complaint said.

"The house is absolutely disgusting. I wouldn't let my pets sleep there. It's not fit for any human to inhabit. The house smells of mould, mildewand urine. Holes in the walls, broken old smelly urine-soaked furniture."

The unnamed complaint went on to say that if clients complain they risk being evicted.

"I cannot with a good conscience sleep at night knowing some other poor soul is her [landlord's]next target to take advantage of. I could write a book complete with illustrations."

In another instance, awoman said she was afraid of staying at a shelter and slept in her vehicle because "someone had tried to stab another person," and "a client is staying there with a gun."

Staff reported that they overheard the shelter operator tell the woman to give back her keys to the room, and say, "You slept in your car once, you can sleep in it again. Try going to a hotel and getting $50 a week for food."

In most cases, shelters are paid to provide food, and individuals are given only $62 through income support every two weeks. Butthere were a myriad of complaints where clients reported being fed Pogo corn dogs and Hungry-Man dinners, food that goes against their religion, or nothing at all.

Shelters not 'known for their accommodations'

"A lot of the for-profit operators, they're not known for theiraccommodations," said Doug Pawson, executive director of End Homelessness St. John's.

"They can be very unsafe. We know some of our staff who've tried to access them are unable to go into those locations because of safety concerns."

During a protest on the steps of Confederation Building on Monday, Robert Osmond said the system aims only to line the pockets of private operators.

"The slums of the slums, you guys pay top dollar for it," said Osmond, who has been without a place to live for five months.

"It would be cheaper for you guys to put us in a hotel. Shelter residents here now aregetting poorer and poorer. The ones who own the shelters are getting dirty, filthy rich."

In November 2019, following a CBC News story on for-profit shelter operations, then-housing minister Lisa Dempsterstressed that 38 per cent fewer people were in private shelter. That switchhappened, she said, after the province movedthe responsibility for shelters to the housing corporation.

"I believe that means we're making progress in that area, plus we're putting a tremendous effort into reducing the overall number of shelter stays for people in this province," Dempster said in the House of Assembly.

Yetfor-profit shelters and more recently hotels are funded almost equally to the levels of non-profit organizations, like the Gathering Place and Salvation Army.

Currently, there is no obligation for private operators to offer anything in terms of support or health-care services.

Hotels instead of homes: N.L. spending millions on emergency shelter

12 months ago

Duration 3:27

Quenton Rumbolt of Corner Brook says he's been living in a hotel room, without a kitchen or microwave, for four months as he waits for an affordable rental. This is part of Sheltered, a CBC Investigates series, examining the housing crisis in Newfoundland and Labrador telling the stories of the people living it, while scrutinizing the policies and politics behind it.

Paul Pike, the minister currently responsible for the Newfoundland and Labrador Housing Corporation, told CBCNews onTuesday there are "lots of services available" at the shelters the protesters have been advocating against.

"These shelters have wraparound services," said Pike.

"People can go there.... There are people there to help them fill out applications to go in [the] Newfoundland and Labrador Housing list. There are people that are there social workers that are there if they have any special needs and so on."

That runs counter to the complaints lodged with the housing corporation, which describe a lack of services, support, and basic needs.

"If these people are serious about getting into our housing units, things like that, they can fill out an application, they go on the list," Pike said.

In a statement from the housing corporation, a spokesperson from the department said inspections are conducted quarterly andwhen an issue arises or a complaint is received.

"At minimum, a social worker and emergency housing officer would visit the property without notice to inspect/investigate and identify any issues requiring remediation," the emailed statement said.

During the 2022-23 fiscal year, the housing corporation said, it conducted 39 inspections of for-profit shelters. There have been 10 inspections since April 1 of this year.

The NLHC stressed that a complaint doesnot always mean a violation, but each is reviewed to determine validity and appropriate action.

Private operators often accept clients who would normally be unable to stay at non-profit organizations because of violence, and drug and alcohol use. Various government ministers throughout the years haverepeatedly said there are no other optionsfor some clients.

Establishing standards

The housing corporation says it recognizesthe problems inside the shelter system, and has hired OrgCode Consulting to help develop a shelter standards framework.

The Ontario-based company, which works with governments, non-profits and other organizations to prevent and reduce homelessness, has conducted focus groups with community agencies, shelter operatorsand clients.

Ashley Ben Said, a private and non-profit shelter operator who receives hundreds of thousands of government dollars, is on the steering committee developing the set of standards.

"Those standards [will be] maintained and met, whether you're a private, non-profit or hotel, so everyone gets the same service," she said.

"It's something all of us have been invested in so it gets dealt with and done, sooner rather than later."

Pawson, who isalso on the committee,said work is preliminary but he's optimistic.

"They're going to create a philosophy for how this should work. So it's not just about the size of a room orwhat kind of meal should be provided."

Pawson said there are a series of standards in place in other provincesbut they're not applied consistently across Canada. He would like to see an ombudsman so clients can advocate for themselves without risking eviction.

"The thing that we have to remember is these are folks who are very vulnerable. They're living in a very stressful situation," he said. "Imagine not knowing which shelter you may spend the night at and the trauma that may impose on folks."

A number of complaints focused on concerns surrounding open drug and alcohol use in shelters.

Pawson believes all shelters both non-profit and for-profit should be low-barrier to acceptall individuals, regardless of their drug and alcohol use and criminal background.

A set of standards and guidelines would balance the needs of those who use and those who do not, Pawson said.

As for the future of for-profit operators, Pawson said,"They shouldn't be relying on residential homes to be emergency shelter when they could just simply be homes."

Download ourfree CBC News appto sign up for push alerts for CBC Newfoundland and Labrador.Click here to visit our landing page.