The Homeless Persons Ombuds Explained: What is it and what do they do

In sports, referees and umpires help make sure the rules are followed and the game is fair. But, when someone experiencing homelessness feels unheard, mistreated, or confused about how to navigate City systems, who ensures fairness? In the City of Philadelphia, that role belongs to the Office of the Homeless Persons Ombuds.

What is the Office of the Homeless Persons Ombuds?

In May 2024, City Council passed legislation to amend the Home Rule Charter and establish the Office of the Homeless Persons Ombuds (OHO), a new unit within the Office of the Inspector General (OIG). The OHO ensures that individuals experiencing homelessness are treated with dignity, fairness, and respect as they navigate shelter services, housing programs and other City systems.

The office provides an independent point of contact for people experiencing homelessness who have concerns about the services they are receiving or barriers they are facing. It also works to strengthen oversight, transparency, and accountability within the City's homelessness response systems.

What does the Homeless Persons Ombuds do?

The Office of the Homeless Persons Ombuds (OHO) is an independent public advocate for people experiencing homelessness in Philadelphia.

The Ombuds has the authority to:

• Investigate complaints and grievances from unhoused residents and their families

• Advocate directly on behalf of individuals when services break down

• Identify patterns of harm and recommend systemic fixes

• Provide oversight and make recommendations to the City's Managing Director's Office

• Conduct formal investigations which includes, where legally allowed, the ability to subpoena records and testimony

Simply put, the OHO serves as an advocate and investigative agency on behalf of Philadelphians experiencing homelessness.

What does the office NOT do?

While the OHO is an independent agency, there are limits to this role.

The office does not:

• Provide direct housing placements

• Operate shelters or housing programs

• Offer emergency financial assistance

• Replace 911 or emergency crisis services

• Conduct criminal investigations

If there is an emergency, please call 911. If you are seeking immediate shelter placement, contact the City of Philadelphia's Office of Homeless Services (OHS).

How can I contact the office?

If you have concerns about shelter conditions, access to services, treatment by staff, program decisions, or other issues related to Philadelphia's homelessness response system, you can contact the OHO directly.

We accept in-person meetings by appointment only. Please call our hotline at (215) 685-6546 to submit a complaint or schedule an in-person meeting. We also accept virtual meetings via phone and video.

You can submit a grievance using our online form here.

We're here to keep you informed of your rights and the resources available to you or someone you know experiencing homelessness.

Get in touch with us!

601 Walnut St.
Suite 300 East
Philadelphia, PA 19106
Phone: 215-685-6546
[email protected]