The 2025 Tenant Survey opens Wednesday, September 10
Share your thoughts about your building, community and TCHC's service delivery in the 2025 Tenant survey.
Approximately every two years, Toronto Community Housing (TCHC) sends the Tenant Survey to every household in our portfolio. The 2025 Tenant Survey opens on Wednesday, September 10. This year, we are partnering with an independent research company, Forum Research Inc., to run the survey, and analyze the results.
The survey gives our tenants an opportunity to share what they think about their building, services, and community. 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.
We use your feedback to make real changes, like improving communication, fixing maintenance issues, or creating new programs in your community.
How it works
- The 2025 Tenant Survey opens on Wednesday, September 10.
- Any TCHC tenant aged 16 or older can complete the survey.
- You’ll receive the survey package in the mail by this date.
- The package will include a paper copy of the survey with instructions on how to complete and submit it. It will also contain special access codes to complete the survey online or by phone.
- Each member of the household who is eligible to participate in the survey should use a different code. Once a code is used, it cannot be used again.
Ways to complete the survey
- Online: Visit fmrch.com/toh4 on or after Wednesday, September 10. You’ll choose your building from a drop-down list and be asked to enter your unit number to get started.
- By phone: Call Forum Research Inc. at 416-960-3255. Someone from their team will ask for your building address and unit number to complete the survey with you.
- Complete the paper copy: Return the Tenant Survey in the addressed and prepaid envelope.
Submission deadlines
- You have until Wednesday, October 15 to mail back a completed paper copy.
- You have until Wednesday, October 22 to submit an online or phone survey.
The survey will take around 15 minutes to complete. Translations and alternate formats are available online or over the phone.
Your answers are anonymous. Forum Research Inc. will only share the overall findings with us. TCHC will not receive any personal information or data that would identify you from Forum Research Inc.
As a thank you for completing the survey, you can enter a random draw to win a $75 gift card. There is a space to enter your email at the end of the survey.
There are 10 gift cards available:
- Five for tenants who complete the survey online, by phone, or on paper and share their email.
- Five additional gift cards exclusively for tenants who complete the online survey and enter their email.
- Completing the survey online doubles your chances of winning a gift card.
If you have any questions, please contact Forum Research Inc. at TCHCsupport@forumresearch.com or 416-960-3255.
Frequently asked questions
What’s new about the 2025 Tenant Survey?
- More tenants can take part. This year, more than one person per household can fill out the survey, as long as they are 16 or older. This helps make sure more voices are heard.
- Double your chances of winning a gift card by completing the survey online. One of five $75 gift cards are available to be won by any tenant who completes the survey online, by phone, or mail. If you complete the survey online, you’ll get a second entry for another one of five $75 gift cards.
Why is it important that I complete the survey?
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 started using text message for program and project reminders. 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.
Who can take the survey?
Any TCHC tenant aged 16 or older can complete the survey.
Do I have to complete the survey?
The survey is completely voluntary. You can fill out as many questions as you feel comfortable answering. Choosing not to do the survey won’t affect your tenancy in any way.
How long do I have to complete the survey?
- Paper copies: Wednesday, October 15 is the deadline to complete and mail back the survey. It needs to be postmarked by that date.
- Online or by phone: Wednesday, October 22 is the deadline to complete the survey online or by phone.
How do I complete/return the survey?
There are three ways you can complete the Tenant Survey.
- Online: Visit fmrch.com/toh4 on or after Wednesday, September 10. You’ll choose your building from a drop-down list and be asked to enter your unit number to get started.
- By phone: Call Forum Research Inc. at 416-960-3255. Someone from their team will ask for your building address and unit number to complete the survey with you.
- Complete the paper copy: Return the Tenant Survey by mail in the addressed and prepaid envelope.
When will I receive the survey?
Each household will receive a survey package in the mail by Wednesday, September 10. You can take the survey online, by phone, or by mail. To complete the survey online or by phone, you’ll need one of the unique access codes included in your survey package. Each member of the household who is eligible to participate in the survey should use a different code. Once a code is used, it cannot be used again.
What kind of questions will you ask?
The survey will cover several topics, including:
- Communications: Are we keeping tenants informed?
- Safety and security: Do tenants feel safe in their home and community?
- Customer service: Are tenants happy with the service they receive from TCHC staff?
- Maintenance: How do tenants feel about our response times and service quality?
- Tenant experience: Do tenants feel a sense of belonging and feel respected in their communities?
- Overall satisfaction: How satisfied are tenants with their living situation?
What does TCHC do with the results?
- 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.
Will you be able to tell who completed the survey?
No. Your answers are anonymous. The survey is run by the independent research team at Forum Research Inc. They will only share overall findings with us. TCHC will not receive any personal information or data that would identify you from Forum Research Inc.
I lost my survey. How do I get another copy?
You can still fill out the survey online at fmrch.com/toh4 or by phone at 416-960-3255.
If you’d like a new paper copy, or have not received your survey package by Wednesday, September 10, contact Forum Research Inc. at TCHCsupport@forumresearch.com or 416-960-3255.
I lost my access code. How can I complete the survey?
You can request your access code by contacting Forum Research Inc. at TCHCsupport@forumresearch.com or 416-960-3255. They will ask for your building address to share your access code with you.
I need an accommodation to fill out this survey.
All tenants will have an equal opportunity to participate in the survey. The online survey follows Web Content Accessibility Guidelines (WCAG) 2.0. It works with screen readers and lets you adjust the font size if needed. You can also complete the survey over the phone by calling 416-960-3255.
For help completing the survey, please contact Forum Research Inc. at TCHCsupport@forumresearch.com or 416-960-3255.
How can I get a translated version of the survey?
In addition to English, the Tenant Survey will be available in nine languages online or by phone.
- Amharic (online only)
- Arabic
- Bengali
- Chinse (Simplified)
- Farsi
- French
- Spanish
- Tamil
- Twi
If your language isn’t listed, we encourage you to ask a friend, family member, or neighbour to help you complete the survey.
How can I enter to win a gift card?
As a thank you for completing the survey, you can enter a random draw to win a $75 gift card. There is a space to enter your email at the end of the survey.
There are 10 gift cards available:
Five for tenants who complete the survey online, by phone, or on paper and share their email.
Five additional gift cards exclusively for tenants who complete the online survey and enter their email.
Completing the survey online doubles your chances of winning a gift card.
Winners will be contacted by email by Friday, October 31. You can contact Forum Research Inc. at 416-960-3255 with any questions or concerns about the gift card redemption process.
I still have questions about the Tenant Survey. Who can I contact?
If you have any questions or need help completing the survey, please contact Forum Research Inc. at TCHCsupport@forumresearch.com or 416-960-3255.
