The Tenant Complaint Process
As part of our Tenants First commitment, the Solutions team is here to resolve tenant complaints about services they received from TCHC staff. We encourage tenants to express their concerns if they receive services that do not meet TCHC’s customer service standards.
Do you have a compliment or a complaint?
If we did not resolve your service requests, or if you would like to share a compliment or complaint about our services, fill out the online form or contact the Solutions team at 416-981-6000 or solutions@torontohousing.ca.
About the tenant complaints process
Tenant Complaints
Toronto Community Housing is committed to delivering positive and responsive tenant services to meet the needs of our diverse communities.
What is a complaint?
A complaint is different from a service or maintenance request or a question about your tenancy.
If you have a service or maintenance request (for example, a faucet is leaking in your unit), contact:
- Building staff by calling or visiting your Superintendent’s office
- Your local Tenant Service Hub
- The Client Care Centre by calling 416-981-5500, emailing help@torontohousing.ca or fill out the Client Care online form for non-urgent requests.
If you have a question about your tenancy or TCHC in general, contact the Client Care Centre.
When should I submit a complaint?
If you already received services from TCHC staff and we were unable to resolve the issue:
- Contact the Client Care Centre with your reference number to escalate the issue.
- If you are still unhappy with the resolution, contact the Solutions Team.
What happens after you submit a complaint?
You will receive acknowledgement of the complaint and the Solutions team will begin to investigate.
After the investigation, the Solutions team will tell you what has been done to resolve your complaint. If resolving your complaint will take longer than seven business days, the Solutions team will let you know.
Decisions are considered final. If you disagree with the outcome, you may contact Ombudsman Toronto by calling 416-392-7062 or emailing ombudsman@toronto.ca.
The Human Rights complaint procedure
The new interim Tenant Human Rights Complaint Procedure is now in place. To learn more, visit Tenant Human Rights Complaints.
