About the Tenant Survey

The Tenant Survey helps us understand how well we are supporting tenants and providing services. It shows us what we are doing well and where we need to improve.

The survey gives you an opportunity to share what you think about your building, services, and community. After the last survey in 2023, we took feedback from tenants and made changes in three key areas: customer service, community safety, and youth satisfaction.

Customer service: 

We’ve made it easier for tenants to get the information and support they need. We improved our website, launched monthly email newsletters, and now send out important updates by text. We also updated the Tenant Guide and gave Client Care Centre staff better tools to answer your questions. The “Closing the Loop” pilot program was launched in the West region to get feedback after repairs are complete. It will expand to other regions soon. We’re also improving how we respond during emergencies and making sure staff have clear steps to follow when helping tenants.

Community safety:

We’ve taken steps to make buildings safer and build stronger relationships with tenants. Our Community Safety Unit (CSU) joins hundreds of community events, like BBQs, and safety walks. We’re adding more CSU staff and improving how we handle calls and emergencies. A new program helped reduce package theft. The team continues to receive training on important topics like mental health, anti-Black racism, use of force, first aid and CPR, human rights, and how to better support senior and Indigenous tenants. We also launched the “Cadet Program” to give Black youth an opportunity to work in safety and community roles.

Youth satisfaction:

We’re continuing to invest in more opportunities for children and youth to grow, learn, and stay active. We offer scholarships, job fairs, and internship opportunities. We launched Camp Inspire, a free summer day camp for children living in TCHC. We also run other summer programs like Midnight Basketball, KickStart, and League of HER Own to support youth development through sports. 

By hearing from as many tenants as possible, we can better understand how tenants from different regions and backgrounds feel about living in TCHC. This will help us improve our services and put tenant needs first.

Any TCHC tenant aged 16 or older can complete the survey.

• Tenant satisfaction: The results show us how well we are improving tenant satisfaction in key areas.
• Understand needs: The results help staff understand the needs of tenants in different communities. That helps us offer support where it is needed most.
• Better planning: We share the results with teams across the organization. The results guide our work so we can focus on what matters to tenants.
• Community action: We consult with tenant groups to develop plans that address the most important issues in their communities.
• Demographic information: Information like age, gender, and race helps us understand the needs of different tenant groups.

We use tenant feedback to make real changes, like improving communication, fixing maintenance issues, or creating new programs in your community.

Tenant Survey results show us how well we are following and implementing the Strategic Plan. Feedback from tenants also helps us set goals and identify which areas need the most attention.

You can see the results from past Tenant Surveys by visiting torontohousing.ca/survey-results.

If you have any questions or need help completing the survey, please contact Forum Research Inc. at TCHCsupport@forumresearch.com or 416-960-3255.