The Tenant Complaint Process
We encourage tenants to express their concerns if they receive services that do not meet TCHC’s customer service standards.
What is a complaint?
You can file a complaint if you are not satisfied with a TCHC service or have issues with your interaction with a staff member. Toronto Community Housing is committed to delivering positive and responsive tenant services to meet the needs of our diverse communities.
A complaint is different from a service request. If you need a service or maintenance request to be completed, contact your building staff or the Client Care Centre at 416-981-5500.
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.
Reporting fraud
Toronto Community Housing (TCHC) tenants, staff, and the general public can report suspected fraud or waste matters involving TCHC tenants or staff. All reports are handled by ClearView Strategic Partner(external link) an independent service provider.
How do I submit a complaint?
Contact local staff
You should first raise issues with your local staff at your building, your local office, or by calling the Client Care Centre at 416-981-5500. Write down your reference number so you can follow up on your request.
Reach out to Regional staff
If your issue is related to cleaning, maintenance, or repairs in your unit/building, you can talk to your District Supervisor. Your District Supervisor is listed in the online staff directory, under Regional Operations. You can use the buildings map (external link) to find your district. Once you have opened the map, please click on the search icon to begin.
If your issue is related to matters like your rent or lease, contact the Supervisor, Tenancy Management for your building.
You can also find out how to contact management staff for your area by calling the Client Care Centre at 416-981-5500.
Reach out to Regional management
If you feel like the issue is still unresolved after talking to your District Supervisor or Tenancy Management Supervisor, you can escalate the complaint to your Regional management team. You can get in touch with your Regional management team in-person, or mail in your complaints. You can also ask the Client Care Centre to forward your information to the Regional offices.
West Region: 495 Wilson Avenue (access off Champlain Blvd.)
Central Region: 49 Lower Jarvis Street
East Region: 2739 Victoria Park Avenue (ring the doorbell to be buzzed in)
Contact Solutions
Still unhappy with the resolution given by Regional management? Contact the Solutions team.
Contact the Solutions team
After you have already escalated the issue through Regional management
Phone:
416-981-6000
Email:
Solutions@torontohousing.ca
Solutions team
As part of our Tenants First commitment, the Solutions team is here to resolve tenant complaints about services they received from TCHC staff.
Decisions made by the Solutions team are considered final. If you disagree with the outcome, you can contact Ombudsman Toronto by calling 416-392-7062 or emailing ombudsman@toronto.ca.
After you submit a complaint, the Solutions team will:
Acknowledge
The team will acknowledge that they have received your complaint.
Investigate
The Solutions team will investigate the issue.
Resolve
The team will let you know what has been done to resolve the issue.
The time it takes to resolve each complaint varies case by case. Some issues may take longer to resolve. You will always hear back from the Solutions team when they have a resolution.
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.
