Accessibility at Toronto Community Housing 

The Accessibility for Ontarians with Disabilities Act (AODA) makes Ontario the first jurisdiction in Canada to develop, implement and enforce mandatory accessibility standards in the private and public sectors. The Ontario government is gradually implementing these standards, Customer Service and Integrated Accessibility Standards. To learn more about the AODA visit the Ministry of Community and Social Services website here.

Toronto Community Housing is committed to meeting the accessibility needs of people with disabilities in a timely manner. To meet this goal and to meet the requirements  of the AODA, Toronto Community Housing has a multi-year Accessibility Plan for Integrated Accessibility Standards. Read the Accessibility Plan here. This plan will be updated from time-to-time. 

Often, when we think of accessible service for tenants with disabilities we think about the tenant’s physical environment or unit. To learn more about what Toronto Community Housing is doing in this area or if you are a tenant in need of help with these concerns, read more about the Accessibility Program

Toronto Community Housing also has an Accessibility Policy for Tenants with Disabilities.  This policy is currently under review and will be updated by the end of 2014.

Accessible Customer Service Policy 

On August 17, 2011, Toronto Community Housing’s  Board of Directors approved the policy on Accessible Customer Service.   Based on tenant feedback and consultations, Toronto Community Housing developed detailed guidelines to help staff and tenants understand the Policy.  

Toronto Community Housing’s Accessible Customer Service Policy is not about physical changes to our buildings, it’s simply about providing good customer service to everyone. 

More information about the Accessible Customer Service policy for tenants is available in the tenant FAQ document available to download here


Feedback - Accessible Customer Service 

One of the most important elements of the AODA customer service standard is ensuring customers know the ways to share feedback with Toronto Community Housing about our accessible customer service. 

If you are a tenant with a disability and have feedback for Toronto Community Housing, we encourage you to use the tenant complaint process or you can contact your operating unit manager sharing the concern about the service. 

You can call the Client Care Centre 416-981-5500, email us at for non-emergency services, email us at for general inquiries or place a comment on our online comment form here

If you do provide feedback about accessible customer service, You should hear back from Toronto Community Housing staff, anywhere from 1 to 2 business days for non-emergencies, and as soon as possible for emergency-related services.


What is the Accessibility Program?

The Accessibility Program gives tenants living with disabilities a chance to work with staff and others to make accessible improvements to their units and common areas so they can participate in community life.

The Program supports Toronto Community Housing‘s Human Rights, Harassment and Fair Access Policy, the Ontario Human Rights Code and the City of Toronto Accessibility Plan.

The success of the Accessibility Program relies on the cooperation of staff, tenants, family members and agencies to make cost-effective modifications for tenants. Sometimes a tenant may have to transfer to a different building because it is the best way to meet the request.

When making accessible improvements in buildings with elevators, tenants and staff should focus on front entrances, common areas, parking and laundry rooms.

A tip sheet is available to help you make an accommodation request.
Download the Tenant Request for Accommodation Form here (PDF).

Tenants who are working with an agency to install assistive equipment will require the Assistive Device Tenant Request Form.

Please Note: a licensed health care professional or practitioner must complete the form; staff need it before they move ahead with your request.

If you have questions, need more information or help, please speak with staff in your operating unit, call the Client Care Centre 416-981-5500 or email 


Responsible Personal Accessibility in Toronto Housing (R-PATH) Committee 

R-PATH is an external volunteer committee of residents who assist Toronto Community Housing in meeting the needs of residents living with accessibility needs. R-PATH is resident led and driven. Members of the committee all live with physical disabilities. Members have AODA Compliance training. R-PATH provides advocacy on policies, process and procedures, build standards, practical assessments for unit and common space modifications, legislated requirements, and recommendations for accessibility budget needs. R-PATH assists Toronto Community Housing in meeting the feedback component of AODA. R-PATH will meet with residents in TCH communities upon request. If you would like to join R-PATH or need assistance with your accessibility need, residents may contact R-PATH by e-mail at: or visit the facebook page at: or contact the Chair, Cathy Birch at 647-201-7941. Click here to visit the R-PATH webpage.