Tenant Survey

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    Thank you to all tenants that completed the 2023 Tenant Survey! Your valuable feedback will help TCHC understand where we can improve our services to better serve tenants. 

    In fall 2023, Toronto Community Housing (TCHC) conducted the Tenant Survey with Forum Research Inc. The survey was sent to all households, and available by mail, phone, or online. Translations into languages other than English and alternate formats were also available.

    Survey results

    View the full 2023 Tenant Survey results, insights, and demographic trends at the link below. 

    Tenant Survey results (PDF)

    We are happy to share that 8,134 households completed the survey in 2023. A 20 per cent response rate!  

    The 2023 Tenant Survey showed: 

    • An increase in overall tenant satisfaction in most service areas compared to 2021. Overall satisfaction with TCHC increased by 23 per cent.  

    • A 27 per cent increase in satisfaction with communications tenants received from TCHC. 

    • 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.  

    • An increase in the number of households that completed the survey through digital methods. Fifty per cent of households accessed and completed the survey online, via text or by phone. 

    • 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.  

    Progress since the 2021 survey

    Action taken by TCHC on the key points identified in the 2021 survey led to tenant satisfaction improvements in each of the three main areas. In 2021, the priority areas identified were:  

    • Formerly contract-managed buildings 

      • All formerly contract-managed buildings have been brought back under direct management, lessening the gap in tenant satisfaction. 

    • Customer service and communication 

      • Efforts by staff to improve customer service standards and launching new communications channels led to improvements in satisfaction in customer service and communication. 

    • Community safety 

      • Focusing on improving processes around safety and security, including making sure there are appropriate staffing levels and updating security systems improved satisfaction with community safety and CSU. 

    Key priorities for 2023

    • Customer service 

      • The most impactful improvement identified in the 2023 survey is increasing the availability of staff for one-to-one tenant service.  

    • Community safety 

      • Community safety remains a high priority for many tenants. This has been identified as a primary area of improvement. 

    • Improving satisfaction in younger tenants  

      • Generally, younger tenants are less satisfied than older tenants across all service areas. 

    Next steps

    The Tenant Survey results will be used to improve services and programs and inform TCHC’s strategic planning.  

    • Various teams within TCHC will be briefed on the survey results to help them incorporate tenant feedback into their workplans over the next few months.  

    • Tenant feedback will be considered as we build the 2025 to 2029 Strategic Plan.  

    • TCHC will be consulting with tenant groups as we move forward with creating an action plan to address the identified priorities.  

    • The next Tenant Survey is planned for Fall 2025. 

    Have more feedback?

    If you have a compliment, complaint, or general feedback about TCHC, fill out the online feedback form.