The Toronto Transit Commission kept residents in the dark about plans to tear down their homes to build new exits for the Donlands and Greenwood subway stations, the city’s ombudsman says.

In a 92-page report released Thursday, Ombudsman Fiona Crean said the TTC had been studying the project since 2004 but didn’t tell residents about it until mid-2010 — just before construction was to begin.

“In addition to providing minimal notice, the TTC’s communication with affected residents was very poor,” the report says. “The TTC was reluctant to provide information about the project with residents.”

In a statement shortly after ombudsman’s report was released, the TTC said it is working to improve communications and property acquisition for construction projects regardless of their size.

“The construction of second exits at both Greenwood and Donlands stations is on hold,” the transit system said.

Crean’s investigation found that a general flyer was distributed before two of the four homeowners facing the loss of their homes were notified.

There was no face-to-face contact with any of the four property owners prior to the first public meeting in the community.

The ombudsman also took issue with the public consultation, saying it lacked credibility and had the effect of being misleading.

“After spending time and money to retain experts to provide an independent report on various options, the TTC did not use the report which did not support its preferred option,” Crean said.

“Thereafter, and halfway through the consultation process, the TTC began referring to an internal rule it created which was used to reject almost all of the public options. This resulted in the TTC’s final selection of its original preferred option.”

The ombudsman is calling on the transit commission to implement a series of reforms, including:

• Notify the local councillor and property owners about pending construction projects.

• Set up a specific process for property owners facing the loss of their homes.

• Draft a public consultation policy and process and train relevant transit staff on consultation and communication skills.

The report said the TTC and the city have agreed to implement the ombudsman’s recommendations.

Acquiring homes for the Donlands exit proved to be the most controversial. The TTC continues to favour its original plan to raze two houses.

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The $10 million Donlands project is expected to take about 2.5 years. Donlands is one of 14 single-exit stations being upgraded to give patrons a speedy evacuation route in an emergency.

Resident Lisa Dymond, who had been active in resisting the TTC’s plans, said she couldn’t comment until she has read the report.