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, starting with Customer Service. To learn more about the AODA visit the Ministry of Community and Social Services website here:

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, click here


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.

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 a resident-led and driven initiative on accessibility. The committee will meet every other month. On the in-between months, the committee will hold community meetings for residents to voice their accessibility issues in Toronto Community Housing. The committee will advocate on behalf of residents as well as assist Toronto Community Housing with various aspects of accessibility. Watch for information on community meetings in your area.

Residents may contact R-Path by email at or you can like us on Facebook at: