150 Dan Leckie elevator disruptions

Our texting service is a one-way platform, we can’t respond to questions or requests received by text. Please get in touch with your Superintendent or the Client Care Centre for repairs and maintenance in the building.

We will never ask you to text back your personal or payment information. Texts from TCHC will come from 1-844-948-3133.

Emails and texts are not replacing existing communications. You will still see posters in your building. Staff can also answer any questions you have.

We will send emails and/or texts when there is information to share, like when an elevator goes out of service or when a repair technician is on-site.

Yes. There is an unsubscribe link at the bottom of every email. You can also text STOP to 1-844-948-3133.

Yes. TCHC will sign a new five-year Maintenance Agreement (MA) with Schindler Elevator in Fall 2025. The new MA will include significant maintenance service improvements including: 

• Monthly (12) maintenance visits by the vendor, an increase over the previous agreement which allotted quarterly (4) maintenance visits.  
• A new real-time “remote monitoring system” that provides reporting on elevator shutdowns, time of dispatch, mechanic arrival, and service call outcomes. 
• Increased vendor response times. Under the new MA, a service call placed with TCHC Client Care will be responded to as follows: 

For trapped passengers: 

• Within 45 minutes (daytime service call) 
• Within 60 minutes (overtime service call)  

For no elevator service: 

• Within 45 minutes (daytime service call) 
• Within 60 minutes (overtime service call) 

For partial elevator service: 

• Within 60 minutes (daytime service call)  
• Within 120 minutes (overtime service call)  

Yes, this adjustment has been implemented. Following the meeting on April 30th, TCHC adjusted the door closing time on elevators 2 and 3 on certain floors, including: 

• Laundry access floor (from 4 seconds to 15 seconds) 
• Lobby floor (from 4 seconds to 15 seconds) 
• Parking garage floors (from 6 seconds to 15 seconds) 

In addition, we have directed Schindler to provide and install upgraded 3D door detectors.  These are designed to help protect passengers from closing elevator car doors and will immediately initiate a reversal of closing elevator car door if an object moves into its path.   

Replacing the elevators will not solve the fundamental issue, which is capacity. TCHC is focused on improving service and efficiency, speeding up vendor response times, and reducing the length of time elevators are out-of-operation (e.g. for cleaning, repairs, move-ins, etc.) over the long term. 

TCHC’s Strategic Communications team is creating a communications pilot for Dan Leckie to provide SMS (text) messages direct to tenants. During this pilot project, TCHC will send you updates when:  

• An elevator goes out of service 
• A repair technician is onsite 
• If more time is needed for repairs (e.g., when parts have to be ordered). 
• When repairs are completed and elevators are back in service.  

Communications will work closely with Schindler and site staff members, to notify tenants as soon as possible when there is an elevator disruption. 

To receive these SMS updates, tenants must opt in to our digital communications and include their address. Tenants who do not opt in cannot receive the SMS updates. Tenants can opt in online. 

The Communications team will be in the building to share more information about the pilot project and help tenants sign up for SMS updates on Tuesday, August 12 and Tuesday, August 26.  A notice will be posted in advance with the exact time of each lobby intercept session. Tenants are encouraged to stop by, ask questions, and sign up to stay connected. 

Yes, TCHC’s elevator team has verified that the in-car emergency phones are connected to TCHC’s Client Care Centre. The 3-way communication phones in the fire panel room (beside the Superintendent’s office) also connect to the elevators, allowing site staff to communicate with passengers inside the elevator as well. 

TCHC is committed to improving elevator maintenance services at the Dan Leckie community.  In addition to the improvements previously mentioned (3D sensors/adjustments to timing/new Maintenance Agreement), the elevator team is taking further action to improve service over the long-term including: 

• Replacement Parts Program: The establishment of this program, which includes maintaining a stock of replacement parts, provides quicker repairs and vendor response times. 
• Elevator Restoration: Restoration work will commence in July to address damage caused by the flood earlier this year. Work will take place one elevator at a time, with the other two elevators continuing to provide regular service, until all three elevators are restored. Notices will be posted prior to commencing this work. 
• Elevator Task Force: Per the commitment that was made to tenants at the town hall meeting, TCHC will establish an Elevator Task Force for the Dan Leckie community to consider any other actions TCHC could be taking to optimize and improve elevator service. The task force will be led by the Regional General Manager and will consist of staff from TCHC’s Operations and Facilities Management teams, a representative from Schindler Elevator, and a tenant volunteer with a technical/mechanical background. A further update will be provided at the next tenant townhall in the fall.  

Yes, TCHC has completed designs and is in the process of procuring a vendor for a capital project to install additional cameras throughout the building. The project includes installation of additional cameras in designated common space areas, stairwells, and hallways on all floors. The new cameras will complement the 150+ cameras already in place inside and outside the building. Installation timelines can be shared with tenants once the award is finalized and schedules are received. 

TCHC’s Community Safety Unit (CSU) is responsible for the governance of the Video Surveillance system, including access, i.e. who can view, review and secure digital video recordings. With over 13,000 cameras installed in 2100 buildings across the portfolio, TCHC does not have the resources or personnel to actively monitor these cameras in real time. Their primary function is as an investigative tool and deterrent, one of many safety measures in place that help support safe and secure communities for TCHC tenants.  

CSU does have the ability to monitor cameras actively, but this is only carried out in limited circumstances where it can be clearly established that any privacy intrusion is minimal relative to the need for real time monitoring. This aligns with the requirements of the Municipal Freedom of Information and Protection of Privacy Act for monitoring and accessing personal information.  

The Community Safety Unit (CSU) is a core part of TCHC, directly employed by the organization. They are responsible for a wide range of safety-related tasks, including:  

• Conducting patrols and site visits and responding to calls for service.  
• Building relationships within communities and helping to resolve complaints and disputes.  
• Collaborating with other law enforcement, fire, and social service agencies.  
• Assisting victims and apprehending offenders. 
• CSU Special Constables have the authority to investigate and make arrests on TCHC property. 

Third-party security, on the other hand, refers to external companies hired by TCHC to provide security services, performing duties such as access control, building patrols and responding to emergencies. Third-party security is limited in how they can address issues. They cannot investigate, respond to, or address criminal activity on our properties, and their reports cannot be used to support tenancy management.   

While Special Constables will act to protect the life and safety of tenants, staff, visitors and community partners on our properties at all times, third party security guards have no obligation to put themselves at risk or in harm’s way.  Any issues they encounter are referred to the CSU for action. 

Third-Party security is used to augment CSU services, but it cannot be used to replace them. 

Third-Party Security is limited to a fixed budget annually and their deployment determined through a risk-based review, which includes statistical analysis of calls-for-service to the CSU, and input from Regional Operations staff and other stakeholders. Services are directed towards communities which experience high levels of criminal and anti-social behaviour and are reviewed on a regular basis to assess if they are still required or can be reallocated to other areas with higher needs.  

Based on the above criteria, CSU would not support an increase to 3rd party security at Dan Leckie over and above the current deployment.  

We have posted a Building Staff Contact Sheet in the lobby of every TCHC building. It includes the name and contact information for the following staff: Superintendent, Tenant Services Coordinator (TSC), Community Services Coordinator (CSC) for Access and Support, and Community Services Coordinator (CSC) for Engagement. See the chart below, which includes a summary of the main duties associated with these roles.  

Yes. Staff will hold monthly meetings with tenant leaders in the building, depending on the need. To date, meetings have been held in both June and July with tenants, led by the District Manager and Supervisor of the Central Region. These monthly meetings will continue as a forum to discuss maintenance issues in the building, alternating between in-person and virtual formats. 

TCHC will schedule another Tenant Townhall in the fall of 2025 with the Councillor and Senior Management to report back on action items identified at the previous townhall on April 30. Notices for this meeting will be provided at least two weeks in advance.  

All registered members of a household who are 12 years and older are eligible for a FOB. Family members who are not on the lease are not eligible for a FOB. 

Full-time live-in caregivers must be added to the lease to be eligible for a FOB. Caregivers who are affiliated with a home care agency may be eligible for a FOB. They can complete a caregiver verification form which the Tenant Services Coordinator (TSC) will provide. 

The Tenant Service Office for the area that includes 150 Dan Leckie is located at 25 Bishop Tutu.  The regular schedule for the Tenant Service Office is as follows: 

• Open: Monday, Tuesday, Thursday and Friday  
• Hours are: 8:30 a.m. to noon and 1:30 to 4:00 p.m. 
• Walk-in or by appointment 
• Closed Wednesdays 

Please note, in instances where the Tenant Service office cannot be adequately staffed, we are unable to open the doors to walk-ins in order to ensure a secure environment for everyone. In such instances, the Tenant Service Office will operate by appointment only. Tenants are encouraged to schedule appointments by contacting Client Care at 416-981-5500.   

Some tenants have mentioned being unable to access the office at 25 Bishop Tutu, because they do not have the access code to enter the building. To remedy this, TCHC has posted the access code for the Tenant Service Office at 25 Bishop Tutu on the main notice board at 150 Dan Leckie. 

While the Tenant Service Office will continue to be located at 25 Bishop Tutu, in keeping with current practices in other communities the Tenant Service Coordinator (TSC) will schedule bi-weekly satellite visits to 150 Dan Leckie. The Regional team is currently working out a schedule for this and will post a notice with the TSC’s office hours in the coming weeks.

Tenants can contact the Solutions team if they are not satisfied with a TCHC service or have issues with their interactions with a staff member. The Solutions team is mandated to resolve tenant complaints about the services they receive from TCHC staff. The Solutions team can be reached Monday to Friday from 8:30am-4:30pm, by phone or by email: 

TCHC Solutions Team 

Phone: 416-981-6000 

Email: Solutions@torontohousing.ca 

The complaints process is available for tenants when they feel interactions with staff have not met their needs or addressed their issue.  Tenants can report these concerns through the Client Care Centre, regional offices and local service offices, or the Solutions team.  

In February 2024, TCHC introduced a new Interim Tenant Human Rights Complaint Procedure. The interim procedure sets out a process for tenants to make a complaint to TCHC when they believe they have not been treated in a way consistent with TCHC’s obligations under the Human Rights Code. This procedure was developed in discussion with the Ombudsman. Prior to implementation, TCHC held extensive consultations with tenants in 2023 to get their feedback on how this procedure could better support them. The interim procedure creates a centralized intake and resolution system for all human rights complaints at TCHC.  

The Board of Directors approved a new Tenant Human Rights Policy in December 2024. Further updates and information about the human rights complaint process can be found on our website. 

TCHC has established service level standards for responding to work orders and tenant service requests: 

• Critical: Immediate response (e.g. active flood, fire) 
• High: Within 24 hours. (e.g. hot water service disruption, fridge repair) 
• Medium: 1 to 3 business days. (e.g. non-urgent plumbing)  
• Low: 1 to 5 business days. (e.g. closet door repair) 

Tenants can contact the Solutions team if they do not receive follow-up or response to a service request within an acceptable timeframe. The Solutions team can be reached Monday to Friday from 8:30 a.m. to 4:30 p.m., by phone at 416-981-6000 or by email at solutions@torontohousing.ca.  

Tenants can currently contact Client Care to inquire about the status of service requests and work orders with reference to the Work Order Number (WO#).  

In response to recent direction from our Board of Directors, TCHC has begun exploring the development of a tenant-focused mobile application to enable tenants to: 

1. create and track maintenance work orders; 
2. receive real-time push notifications for important announcements and updates; and, 
3. access other features aimed at strengthening tenant engagement and access to services. 

TCHC will consult with the Tenant Advisory Committee, tenants, tenant representatives, and relevant stakeholders to ensure it meets the needs and priorities of the communities served. 

Dedicated cleaning staff are assigned specific areas of the building to clean and maintain during regular business hours (Monday to Friday from 8 a.m.to 4 p.m.). To supplement this, TCHC has arranged for additional cleaning to take place after hours and on weekends.  

If there is an area of the building which is not being properly cleaned or needs attention, we strongly encourage tenants to report it to Client Care or building staff directly, so appropriate action can be taken to remedy the problem.  

A contract for window cleaning is currently out for public tender. Window cleaning at Dan Leckie will be completed this year (2025). 

TCHC has arranged for duct cleaning and scoping as a first step to support a more thorough investigation of the bathroom/kitchen air handling system. The investigation will be coordinated by the Regional Operations and Facilities Management HVAC teams. Investigation results and recommendations will be shared with tenants.  
 

The provision of Green P parking spaces was a condition of development approval for the building’s construction. TCHC is exploring the feasibility of seeking a remedy through the Committee of Adjustment, that would permit TCHC to convert these spaces to tenant parking. TCHC will provide an update on this at the next tenant townhall meeting. 

TCHC transitioned from a waitlist system to a lottery system for parking permits in 2015, during the period that Dan Leckie was contract-managed by Greenwin. Unfortunately, Greenwin neglected to implement the new system at that time and continued to maintain a waitlist. When the buildings reverted to direct management in 2022, parking permits defaulted to the lottery system in alignment with the rest of the TCHC portfolio.  

If laundry equipment is out of service or not working properly, tenants should first report the issue to the vendor, Coin-o-matic, whose contact information is posted in the laundry room and on the laundry card loading machine. If they do not respond in a timely manner, tenants should report the issue to Client Care or Solutions.  

TCHC has posted guidance to tenants regarding laundry room etiquette on the entrance door to the laundry room, see below. Staff are currently working with tenant leaders to update laundry room guidance. TCHC will post the revised version in the coming weeks. 

Notices for all tenant meetings at Dan Leckie will include the name and contact information of the staff member responsible for arranging ASL and/or language interpreters. 

Statistics indicate that incidents of false fire alarms at Dan Leckie are relatively low compared to the per capita average across all TCHC buildings.  

TCHC has completed designs and is in the process of procuring a vendor for a capital project to install additional cameras in designated common space areas, stairwells, and hallways throughout the building. While TCHC will not be installing cameras specifically dedicated to monitoring fire alarm pulls, the additional camera coverage will potentially make it easier to identify individuals responsible for false fire alarm pulls when they happen.  

TCHC buildings are subject to the City of Toronto's Municipal Code Chapter 709 – Smoking Bylaw, which prohibits smoking within 9 meters of any public building entrance or exit, including back doors, service doors, and employee entrances.  The establishment of designated smoking areas, in or around the building, would violate the by-law.   

As noted at the April 30 tenant townhall, TCHC Special Constables do not currently have the authority to enforce the City’s no-smoking by-law, however, CSU is seeking this expanded enforcement authority as part of the renewed agreement with Toronto Police Service.