Past survey results

This page contains an overview and archive of past Tenant Survey results.

On this page

    2025 Tenant Survey

    View full 2025 Tenant Survey results (PDF).

    Survey results overview

    • Tenants who completed the survey: 5,569, or 14 per cent of households.
    • Surveys completed online by email or SMS link: 66 per cent.
    • Tenant satisfaction with Toronto Community Housing (TCHC) overall: 56 per cent. 

    Important findings

    • Tenant satisfaction with customer service is steady. In general, the results have stayed about the same or slightly improved since the 2023 survey. There were changes of -1 to +3 percentage points across customer service topics.
    • More tenants are using email, the TCHC website, and social media to get information.
    • Satisfaction with the Client Care Centre has improved year over year since 2021. It was 55 per cent in 2021, 60 per cent in 2023, and 61 per cent in 2025.
    • Tenants said financial help (46 per cent) and food security (35 per cent) would help them most to keep their housing and manage daily life.
    • While 75 per cent of tenants feel safety in their community improved or stayed the same in the past year, only 44 per cent of tenants are satisfied with the safety levels of their community.
    • When asked what comes to mind when hearing about community safety, the topic of Community Safety Unit patrols is top-of-mind for tenants.  
    • Satisfaction with building cleanliness has slightly decreased year over year since 2021. It was 56 per cent in 2021, 56 per cent in 2023, and 53 per cent in 2025.
    • Tenant sentiment in areas like feeling a sense of belonging in their community, feeling welcome in common spaces, and pride in their community saw increases in 2023 and then decreased in 2025.
    • The Net Promoter Score (NPS) stayed the same as in 2023 at –8. This means that most tenants are not likely to recommend TCHC as a good place to live. Overall satisfaction with TCHC, as well as tenants' pride in their community and home, is a key driver of NPS.
    • Forty-eight per cent of tenants were not interested in participating in tenant engagement opportunities. Tenant Circles were the most popular option for engagement among tenants who were interested.
    • Men tend to be more satisfied than women in general, typically by five per cent or less.
    • Younger tenants tend to be less satisfied than older tenants, by as much as 30 per cent.
    • Tenants answered fewer questions in the 2025 survey than in 2023.

    Key priorities identified

    • TCHC is analyzing trends from the survey results. We will identify key priorities and create action plans to address tenant needs.
    • We’ll share more details about the survey’s key findings and action plans later this year.   

    Progress on priorities from 2023

    • One-to-one staff support for tenants: update coming soon.
    • Community safety: update coming soon.
    • Youth satisfaction: update coming soon. 

    Archive of past survey results

    2023 Tenant Survey

    View full 2023 Tenant Survey results (PDF).

    Survey results overview

    • Households who completed the survey: 8,134, or 20 per cent.
    • Surveys completed online by email or SMS link: 50 per cent.
    • Increase in overall satisfaction with TCHC: 23 per cent.
    • Increase in overall satisfaction with communications: 27 per cent.

    Important findings

    • Increase in overall satisfaction in most service areas compared to 2021.
    • Positive interest in the possibility of expanding online services. Tenants said they would most likely use online services to ask for more information, access forms, and submit or follow up on maintenance requests.
    • Tenants completed more questions in 2023 than they did in 2021. This showed tenants were more willing to share information they were not interested in or comfortable sharing in 2021.

    Key priorities identified

    • Customer service. Provide more one-to-one staff support for tenants.
    • Community safety. Enhance community safety services.
    • Youth satisfaction. Improve satisfaction among younger tenants.

    Progress on priorities from 2021

    • Formerly contract-managed buildings. All formerly contract-managed buildings have been brought back under direct management. We saw a 16 per cent increase in average tenant satisfaction in these buildings.
    • Customer service and communication. We launched new communication channels and improved customer service standards, leading to a 5 per cent increase in every customer service area.
    • Community safety. We worked on improving safety and security processes and updated our security systems. This led to a 2 per cent increase in satisfaction with community safety and a 5 per cent increase in satisfaction with the Community Safety Unit (CSU).

    2021 Tenant Survey

    View full 2021 Tenant Survey results (PDF).

    Survey results overview

    • Households who completed the survey: 8,852, or 22 per cent.
    • Surveys completed online by email or SMS link: 45 per cent.
    • Overall satisfaction with TCHC: 33 per cent.
    • Overall satisfaction with communications: 31 per cent.

    Important findings

    • Tenants living in formerly contract-managed buildings were significantly less satisfied than tenants living in TCHC-managed buildings.
    • Overall satisfaction with TCHC (33 per cent) and satisfaction with communications to tenants (31 per cent) were relatively low.
    • Tenants were concerned about safety issues in their buildings, such as trespassers gaining access to buildings.

    Key priorities identified

    • Former contract-managed buildings. Improve satisfaction in these buildings to be in line with other buildings. TCHC will manage all buildings directly by 2022.
    • Customer service and communication. Improve low satisfaction rates.
    • Community safety. Enhance community safety services.

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