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.