Tenant surveys are an important opportunity to get a snapshot of what our customers are thinking and the progress Toronto Community Housing is making in achieving its Community Management Plan objectives. In the early fall of 2008, we surveyed 1,400 tenants to measure our progress on delivering the commitments we made in our Community Management Plan.

The survey focused on the following areas:

• Building and unit conditions
• Community safety
• Communications
• Customer service
• General maintenance and emergency repairs
• Tenant participation
• Community pride
• Demographics and economic opportunities
• Community pride is on the rise

Community pride is on the rise

One key measure that indicates that we are on the right track is how proud our tenants feel about living in our communities. The community pride score is a combination of agree and strongly agree responses to the following:

• I have a strong sense of belonging to my community
• I am proud to live in my neighbourhood
• I live in a neighbourhood where people are willing to help their neighbours

In the 2004 and 2006 surveys, the community pride index was stable at 53 and 54 respectively. In 2008, it jumped 11 points to 65.

This is the third time Toronto Community Housing has surveyed tenants in this comprehensive way. The survey reveals that we are on the right track to building great neighbourhoods.

Overall, Toronto Community Housing's performance improved significantly in the delivery of tenant services. This is an encouraging result affirming that all of our efforts in implementing the Community Management Plan are making a difference in the lives of tenants.

Focus areas to keep improving
 
The following focus areas are key determinants of performance and are big contributors to the community pride score. Toronto Community Housing will continue to focus on these areas to continue improving its level of service.

• Condition and cleanliness of buildings
• Tenant perception of community safety
• Engaging tenants in decision-making process
• Condition of unit

Below you will find some key highlights from the survey outlining how we did and what initiatives we are focused on to continue improving.

Key Highlights

Maintaining and Sustaining Assets
Maintaining a state of good repair is an ongoing challenge. Since 2002, Toronto Community Housing has invested $630 million in capital improvements.

• 57% of tenants rate overall maintenance/repairs as good/very good – 11 point increase
• 62% of tenants rate emergency repairs as good/very good –  10 point increase

2009 – 2011 Initiatives

• Implementation of Housing Works – Real Estate Asset Investment Strategy
• Installing building automation systems
• Tower Renewal Program
• “Curb Appeal” pilot program to improve conditions of building exteriors

Investing in Tenants and Communities
Toronto Community Housing's investments in creating healthy and safe communities are paying off.

• 64% of tenants have access to community services/supports – 12 point increase
• 54% of tenants rate community safety as good/very good – 12 point increase
• 56% of tenants agree/strongly agree that they have a say in decision-making – 12 point increase
• Slight decrease in tenant participation

2009-2011 Initiatives

• Implementation of New Tenant Engagement Model (e.g. building meetings)
• Creation of community standards
• Continued implementation of seniors, children and youth strategies
• Establish a Tenant Animation Program

Quality Housing Services
Significant improvement in the quality of maintenance and repairs. Overall, staff are seen as helpful and repairs are timely and done properly.

• 54% of tenants rate their building/complex as good/very good – 9 point increase
• 60% of tenants rate their unit condition as good/very good –  10 point increase
• Overall quality of service from staff (CHU offices) remained the same.

2009-2011 Initiatives

• Quality Assurance program for building maintenance
• Customer service roundtable with tenants
• New Tenancy Management System to improve service consistency

Effective Organization
Overall, tenants are satisfied with the quality of information from Toronto Community Housing.

• 69% of tenants rate the overall quality of information received as good/very good – 8 point increase
• 89% of tenants received information in their needed language – 7 point increase

2009-2011 Initiatives

• Bi-monthly tenant newsletter
• Recruitment of tenant ambassadors
• Regular communication with Tenant Representatives