“The stress and pressure on frontline MSD staff was heart-breaking. I have to give them credit but there’s only so much and so far they can go. They do try and I’ve seen them in tears.” [Former transitional housing provider] They also pointed out that MSD workers have direct control over the directions of people’s lives, and that there should be more accountability for them in delivering support and services. “The only way to get any action from MSD is to threaten suicide.” [Resident in a social housing complex under contract to MSD (the Community Housing Provider Programme)] Difficulties in connection between agencies, and with the emergency system as a whole We repeatedly heard people voice frustration with the lack of connection between different government agencies and services, and what some people saw as a deliberate way to try and avoid accountability. We heard that people with complaints would be told to complain to MSD instead, then be told by MSD to complain to the property manager, in what felt like an endless loop. “They all palm me off, trying to pass on legal responsibility.” [Resident in a social housing complex under contract to MSD (the Community Housing Provider Programme)] Many people spoke about the difficulty of navigating complex and confusing systems. “I’ve had a total of four support workers in the space of 12 months. Each one I have had to explain my situation or circumstance time and time again.” [Former resident of emergency and then transitional housing] “The real failure lies in government and their dismissal of any accountability or responsibility. HUD could be using its funding role to require improvements.” [Social housing and homelessness advocacy body] Some people raised concerns about the emergency housing grant and how non-contracted motels receive funding through these grants without sufficient oversight to ensure accurate spending. 33