Accessibility plan

Accessibility plan

Download a PDF version of the Plan.​

Toronto Community Housing is committed to meeting the accessibility needs of people with disabilities in a timely manner. To meet this goal and to comply with the requirements under Ontario Regulation 191/11 (the "Integrated Accessibility Standards") of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Toronto Community Housing has developed the following multi-year Accessibility Plan for Integrated Accessibility Standards ("Plan"). This plan will be reviewed at least once every five years, and is available in accessible format upon request.

This Plan covers the following areas:
  1. Statement of commitment;
  2. An implementation chart to track compliance with the Integrated Accessibility Standards.

1. Organizational Statement of Commitment

Toronto Community Housing is committed to providing an inclusive environment to residents and employees with disabilities in accordance with the core principles of accommodation, dignity, independence, integration and equal opportunity outlined in the Accessibility for Ontarians with Disabilities Act, 2005, the Ontario Human Rights Code 1990 and the complimentary legislation of the Integrated Accessibility Standards Regulation (Ontario Reg. 191/11) (IASR), Accessibility Standards for Customer Service (Ontario Reg. 429/07), Employment Standards Act (2000), and the Ontario Building Code (Ontario Reg. 332/12). Toronto Community Housing recognizes the need to identify and remove barriers faced by people with disabilities, and will achieve greater accessibility by aligning with a culture that recognizes the dignity and worth of every individual.

2. Integrated Accessibility Standards: Implementation Tracking Chart​​

General requirements:

​Legislative Requirement ​Required Action ​Status & Description​
3. (1)

Development of Accessibility Policies and Statement of Organizational Commitment

Deadline: January 1, 2014
​Development, implementation and maintenance​​ of corporate policies governing how the organization achieves or will achieve accessibility.

The policies must include a corporate statement of organizational commitment to meet accessibility needs of persons with disabilities​​.

Make the policies available to the public and in an accessible format upon request.

Policy already in place, although currently under review.

Revised policies will include statement of commitment.

Implementation plan for policies will include making them available to the public and accessible upon request.
Accessibility Plan

Deadline: January 1, 2014
Create a multi-year accessibility plan that outlines our strategy to prevent and remove barriers and meet our requirements under the IASR.

Review and update plan every five years.

Post the plan on Toronto Community Housing's website and make it available in an accessible format upon request.

Multi-year accessibility plan ("Plan") has been developed. The Plan will be posted on our website in an accessible format by December 31, 2014.

The Plan will be reviewed before January 1, 2019, and will be available in an accessible format upon request.
6. (1)

Self-Serve Kiosks

​Deadline: January 1, 2014
​Have regard for accessibility features when designing, procuring or acquiring self-serve kiosks.COMPLIANT

The majority of our pay & display visitor parking machines are installed in parking lots and are operated by Toronto Parking Authority. These are AODA compliant.

Other existing kiosks are found in Operating Unit offices, laundry rooms and small parking facilities. Most of these are already accessible but, moving forward, we will consider the accessibility for persons with disabilities before installing new machines.

The vendors that manage these facilities have been made aware that they have to comply with accessibility standards under the AODA and have begun to replace existing machines where required.

We will endeavour, to the extent possible, to implement accessibility in the design and build-out/renovation of commercial retail spaces and laundry facilities moving forward.

Deadline: January 1, 2015
​Training of:
  • All employees;
  • All volunteers;
  • Individuals involved in the development of policies; and
  • Any third parties providing goods or services on Toronto Community Housing's behalf.

Training to be provided on the requirements of the IASR and the Ontario Human Rights Code.

Training should be appropriate to the duties of the individual.

Keep a record of the training provided, include the dates on which the training is provided and the number of individuals to whom it is provided.

An education video on Ontario Human Rights Code and the General Requirements of the Integrated Accessibility Standards will be provided to employees by the end of 2014.

We will keep a record of when the training was made available and who it was made available to.

Additional content on the IASR will be delivered in early 2015 and will also be included as a component of relevant organizational onboarding activities.
Beginning in 2015, our procurement call documents will require that all vendors must be compliant with AODA and its Standards, including meeting the respective training requirement, to be 
eligible to contract with Toronto Community Housing.

Information and Communication Standard:

Legislative Requirement ​Required Action ​Description


Deadline: January 1, 2015
​​Ensure that Toronto Community Housing's feedback process is accessible to people with disabilities by providing accessible formats and communication supports upon request.COMPLIANT

Accessible formats and communications supports in person or by phone are available upon request at no charge.

We have a complaint process that is used to provide feedback. Feedback can be provided by phone to the Client Care Centre or by email or in person at an Operating Unit or Property Management office.

The Client Care Centre (tenant phone line) has TTY available for hearing impaired residents. It also has interpretation into 168 languages available.

Feedback is also gathered at tenant consultations and meetings, where accessible formats and communications supports are available upon request.

Public Safety Information

Deadline: January 1, 2012
​Any emergency procedures, plans or public safety information that is made available to the public must be provided in an accessible format as soon as possible upon request.COMPLIANT

We post in simple language and with icons indicating what the emergency is.

We provide notices in alternate formats where requested.

Procedures for evacuation of persons requiring assistance are incorporated in building fire safety plans where appropriate.​

Web Accessibility

Deadline: January 1, 2014 (new websites);

January 1, 2021 (all web material)
Make all Internet websites and web content conform with WCAG 2.0, initially at level A and increasing to level AA.

All new internet websites and corresponding content must comply with the WCAG 2.0 Level A (January 1, 2014).

All internet websites and web content must conform with WCAG 2.0 Level AA, other than (a) success criteria 1.2.4 Captions (Live), and (b) success criteria 1.2.5 Audio Descriptions (Pre-recorded) (January 1, 2021).

This standard applies to websites, web content and web-based applications published after January 1, 2012 that Toronto Community Housing controls directly or through a contractual relationship that allows for modification of the product.

All new material posted on our public web sites ( and from January 1, 2014 conforms to WCAG 2.0, Level A.

Web development staff and content providers have been trained on the accessibility standard for the web site and have been supplied with detailed instructions (manuals) for requirements and best practices for web and document accessibility.

Employment Standard:

​Legislative Requirement ​Required Action ​Description
27. Individualized Workplace Emergency Response Information

Deadline: January 1, 2012
Prepare individualized workplace emergency response information for employees with disabilities where:

(a) the disability is such that the individualized information is necessary and, (b) Toronto Community Housing is aware of the need for accommodation due to the employee's disability.

An individualized emergency response plan must be developed as soon as practicable once Toronto Community Housing is aware of the need.

If assistance will be required, Toronto Community Housing must first ask the employee for consent and then should select a person designated to provide assistance.

An employee's individualized emergency response plan must be reviewed:
(a) when the employee moves to a different location;
(b) when the employee's overall accommodations needs or plans are reviewed; and
(c) when our general emergency response policies are reviewed.

Individualized workplace emergency response plans are developed and communicated to responsible managers/ supervisors as part of individualized accommodation plans established by Toronto Community Housing's Health, Safety and Wellness Unit.

Review requirements are identified in emergency response plans as established with responsible managers/supervisors.

A review of Toronto Community Housing's Accommodation Policy is planned for 2015 to support this requirement.

Design of Public Spaces Standard (yet to come in to effect):

Toronto Community Housing will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces that are newly constructed or redeveloped by January 1, 2017.

Public spaces in our properties include:
  • Outdoor play spaces, like playgrounds
  • Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals
  • Accessible off-street parking
As of 2014, Toronto Community Housing's new construction buildings and public spaces conform to the accessibility requirements of the Ontario Building Code and our own accessibility standards. Architects and other consultants hired by the company are required to adhere to our specifications in the design of accessible units and both interior and exterior common spaces. These standards also apply to refurbishment of buildings on revitalization sites.