The Tenant Complaint Process

As part of our Tenants First commitment, the Solutions team is here to resolve tenant complaints about services they received from TCHC staff. We encourage tenants to express their concerns if they receive services that do not meet TCHC’s customer service standards.

On this page

    Do you have a compliment or a complaint?

    If we did not resolve your service requests, or if you would like to share a compliment or complaint about our services, fill out the online form or contact the Solutions team at 416-981-6000 or

    About the tenant complaints process

    Tenant Complaints 

    Toronto Community Housing is committed to delivering positive and responsive tenant services to meet the needs of our diverse communities. 

    What is a complaint? 

    A complaint is different from a service or maintenance request or a question about your tenancy. 

    If you have a service or maintenance request (for example, a faucet is leaking in your unit), contact: 

    If you have a question about your tenancy or TCHC in general, contact the Client Care Centre.  

    When should I submit a complaint?

    If you already received services from TCHC staff and we were unable to resolve the issue:  

    • Contact the Client Care Centre with your reference number to escalate the issue.
    • If you are still unhappy with the resolution, contact the Solutions Team.

    What happens after you submit a complaint?

    You will receive acknowledgement of the complaint and the Solutions team will begin to investigate.

    After the investigation, the Solutions team will tell you what has been done to resolve your complaint. If resolving your complaint will take longer than seven business days, the Solutions team will let you know.

    Decisions are considered final. If you disagree with the outcome, you may contact Ombudsman Toronto by calling 416-392-7062 or emailing

    The Human Rights complaint procedure

    The new interim Tenant Human Rights Complaint Procedure is now in place. To learn more, visit Tenant Human Rights Complaints.