Frequently Asked Questions

1

How to pay your rent

Your rent is due on the first day of each month.

Pre-authorized Payment (PAP)
You can pay rent through PAP or your bank. You cannot pay rent through your
building or Operating Unit (OU) office.

Most tenants use PAP - the Pre-Authorized Payment system. You can get a PAP form from your Tenant Services Co-ordinator at your OU office. PAP is:

  • Easy to use. Your bank automatically pays your rent from your account every month
  • On time - even if you are ill or away
  • Convenient. If your rent changes, staff will send you a notice. Your bank will automatically change your PAP to the right amount.

Bank Payments
You can also pay rent through your local bank, credit union, trust company or cheque
cashing company. To do so:

  • Get payment slips from your Tenant Services Co-ordinator.
  • Use the slip to pay by cash, cheque, money order or bank machine.

To pay rent by phone or internet, contact your bank.

If you can't pay the rent
We want you to keep your home! If you are having trouble paying your rent, contact your Tenant Services Co-ordinator right away. If you are in a crisis, we can arrange a payment plan that will work for you. We can also link you with services that can help you manage your finances.

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2

How do you get information on living at Toronto Community Housing?

Toronto Community Housing has a Tenant Handbook filled with information about your home and your community.

It gives practical information such as how to pay rent, how to get repairs done and how to recycle. It shows how you can work with your neighbours and Toronto Community Housing staff to build a community you can enjoy and take pride in.

Get a copy of the Tenant Handbook in English
Translated copies of the Tenant Handbook

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3

How do I make a complaint or pay staff a compliment?

Toronto Community Housing has a complaints policy for tenant complaints about staff.

If you are not satisfied with the service you have received from staff, or from contract property managers and staff, talk to the Operating Unit Manager.

The Operating Unit Manager will record your complaint and try to resolve it within ten business days. If you are still not satisfied, call (416) 981-5500. Your complaint will be recorded. A senior manager will contact you within five business days.

We have a tenant complaint process to handle all complaints.

If you would like to let us know what we are doing right, call (416) 981-5500.

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4

How do I transfer from one unit to another one?

You may apply to transfer to another unit anywhere in Toronto Community Housing at any time. However, the waiting list for most locations is very long - often several years' wait.

To apply, talk to your Operating Unit office. Staff will explain the application process. The waiting list is generally "first-come, first-served." However, under very special circumstances, some people with urgent needs may be moved more quickly.

When you transfer, you must not owe rent or be involved in legal action with Toronto Community Housing. Your unit must also pass an inspection for damages.

Get a copy of our Tenant Transfer policy.

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5

How do I get information on the rent supplement program?

For all rent supplement program inquiries, please contact the Housing Connections general inquiries line at 416-981-6111 or visit the Housing Connections website at www.housingconnections.ca.
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6

How do I make a Freedom of Information Request?

There are times when you need to get information about…

How do I make a request?

Use the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) form to ask for personal information.

If you cannot get a copy of the form, you can write to us asking for this information.

You will need to describe the types of records you want to see. If you write a letter (instead of filling out the MFIPPA form), make sure you include :

  • your mailing address
  • your telephone number
  • the names of the files or records you want to see (if possible, please write down the dates of those records)
Where do I send my Freedom of Information request?

You can send your letter by:

  • mail to the MFIPPA Coordinator,
  • asking Toronto Operating Unit building staff to send it through internal mail, or
  • delivering it to the Toronto Operating Unit office at 931 Yonge St.
What if I want to mail it?

If you want to mail your letter, send it to this address:

MFIPPA Coordinator
Toronto Community Housing
931 Yonge Street, 7th Floor
Toronto ON M4W 2H2

Please call 416-981-5500 and ask for the MFIPPA Coordinator if you have any questions about the process.

How much does it cost to make a Freedom of Information request?

You have to pay a $5.00 application fee for each request form or letter you send. Send a cheque or money order with your form or letter. Make the cheque or money order payable to Toronto Community Housing. Please do not send cash.

Toronto Community Housing can also charge you:

  • 20 cents for each page they have to to photocopy
  • Shipping costs
  • For the time they need to locate and prepare the records, or
  • any costs associated with replying to your request
Learn more:

Find out more about Municipal Freedom of Information and Protection of Privacy Act at Toronto Community Housing.

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7

How do I find out what is in place to prevent a tenant from being evicted?

Toronto Community Housing is committed to working with tenants to make every tenancy successful. If a tenant can not pay their rent or if they run into difficulties, they should call 416-981-5500 and ask for the Tenant Services Coordinator for their area. Tenant Services Coordinators will work with tenants to develop a plan to keep them housed.

Toronto Community Housing has an Eviction Prevention Policy built on tenant input that requires staff to work with tenants to help them find solutions to keep them housed. Eviction must always be an action of last resort. Click here to learn more about our Eviction Prevention Policy.

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