Processes and tenant rights: tenant feedback

Read a summary of feedback from our tenant focus group

Throughout 2025, Toronto Community Housing (TCHC) hosted three focus groups with tenants on communication. The sessions aimed to help improve the way TCHC shares information with tenants. The first session focused on sharing information about local buildings and communities. The second session looked at community services and supports.

The last focus group took place in December 2025. The topic was processes and tenant rights. You can read a summary of feedback below. 

What we heard

  • Keep raising awareness. Tenants would like to see more information about their rights. It’s helpful to re-share information about who your TCHC team is, and how to make a complaint. Use plain language. Look for ways to make important information stand out.
  • Processes can be difficult to understand. Even if information is available, it may still be difficult to understand what to do. It may not be clear who to talk to when, or how to follow up during the process. Sometimes it is difficult to know where your own complaint fits within a process.
  • Provide opportunities for tenants to learn. Some processes can be intimidating. Workshops could be a helpful way for tenants to learn, ask questions, and get involved.
  • Share information in different ways. Right now, people find out about processes and consultations through email, posters, the TCHC website, neighbours, and tenant leaders. It is also important that local staff are aware of programs and policies. This enables staff to guide tenants to the right place for information.

What’s next

The report also contains actions TCHC can take in the short and long term, including:  

  • Continuing to create plain language information about complicated processes.
  • Continuing to share standard information and reminders about existing processes on a regular basis.
  • Exploring opportunities to host workshops on processes and tenant rights.

We plan to host a new series of focus groups throughout 2026. Look out for more information on how you can get involved. Your voice continues to shape how we communicate—and how we serve tenants better.  

Read the full report below or download a PDF copy.