Tenant focus group: Improving local communications

Earlier this year, Toronto Community Housing (TCHC) hosted two virtual focus groups with tenants. These sessions were part of our plan to improve local communication across the city. The topic was information about your local building and community. Altogether, 97 tenants shared feedback through the sessions and a follow-up survey. 

Tenants shared how they currently receive information in their buildings, and how they’d like to receive information. They also spoke about what’s working well and what could be. The discussions also highlighted how needs change across different types of building. We’ve summarized this feedback in a report. 

What we heard 

•  Posters are the main source for tenants to get updates, along with word-of-mouth, emails, and social media.  

• Most tenants prefer text or email alerts for faster, direct updates.  

• Sometimes there are gaps in communication like missed or late notices.  

• Language and design matter. Tenants want larger fonts, plain wording, and translations.  

• Tenants would like a better way to track repairs and follow up. 

What’s next 

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

• Testing a text and email alert system for notices in one building 

• Creating a flyer delivery checklist to make sure no one is missed 

• Exploring an online portal to help tenants track updates and requests 

We’ll be hosting two more focus group sessions later this year to keep the conversation going. Your voice continues to shape how we communicate—and how we serve tenants better.