Accommodation requests

This page explains how to request accommodation. Learn how to ask for changes to your unit or how a policy can be applied differently to meet your needs under the Ontario Human Rights Code.

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    Accommodation requests

    Toronto Community Housing (TCHC) has a duty to accommodate tenants under the Ontario Human Rights Code. This means TCHC must remove barriers which prevent tenants from having equal access to housing.

    Accommodation requests can include extra support, changes to a unit or residential complex, or a request to apply one of our policies or procedures differently.

    Some examples include: 

    • In-unit modifications like grab bars or automatic door openers.  
    • Allowing a family member to move into the unit to provide caregiving assistance.  
    • Unit transfer request to accommodate a growing family. 

    TCHC must accommodate tenants to the point of “undue hardship.” 

    This means TCHC needs to provide accommodation unless doing so would be a significant financial burden, create a health and safety risk, or is impossible.   

    TCHC will first try to meet your accommodation needs in your current unit. If your needs cannot be met, a transfer may be considered. 

    How to submit accommodation requests

    There are several ways you can submit your accommodation request: 

    You may be required to have a healthcare or other professional fill out TCHC’s Medical Questionnaire Form (PDF) or submit other supporting information to TCHC.

    Submit accommodation requests online

    If you need accommodation under the Human Rights Code, use the online form below to submit your request.

    Submit your accommodation request

    What happens after I submit a request?

    Once TCHC receives an accommodation request, we will send an acknowledgement letter to the tenant within five business days. The Legal Services and Operations teams will look at the request to make sure it applies under the Human Rights Code.

    If the Human Rights Code applies:

    • TCHC staff will review the request to determine the tenant’s accommodation needs.  
    • If staff need more information than included in the request form or is unclear on the tenant’s accommodation request, they will consult with the tenant to understand their needs and discuss possible accommodations.
    • Once the request is fully assessed, we will send the tenant a decision letter within five business days. The letter will explain:
      • The accommodation that TCHC will offer, if any.
      • How TCHC determined the accommodation was reasonable.
      • Any steps the tenant needs to take to put the accommodation in place.

    If the Human Rights Code does not apply:

    • TCHC will include in the acknowledgement letter the reason why the accommodation request is denied or that the Human Rights Code does not apply to the request. The letter will also include who the tenant can contact to resolve their request. 

    Assistance with filing a request

    Assistance from TCHC staff

    If you need help completing the form, staff members like Tenant Services Coordinators or Community Services Coordinators can assist you.

    Staff will not fill out the form for you, but they can help you:

    • Find the Accommodation Request Form.
    • Understand what information to include.
    • Know where to send the completed form.
    • Access translation or interpretation services. 

    Assistance from a Third Party

    You may be able to get help from a lawyer or other legal support person to file accommodation requests. Tenants can contact the Human Rights Legal Support Centre or a local legal clinic for legal help.

    Frequently asked questions

    What are some examples of accommodation requests?

    • Allowing a service animal or a support animal, even if there is a “no pets” rule.
    • Adding a caregiver to the household.
    • Providing a parking space close to the building for a tenant with mobility needs.
    • Installing a ramp, walk-in shower, grab bars, automatic door openers, or other accessibility features.
    • Giving flexibility with rent payments dates due to disability or income timing.
    • Allowing changes to rules for religious practices or caregiving needs.
    • Communicating in an accessibility format, like large print, plain language, or through a support person.

     

    Who reviews my accommodation request?

    The Legal Services and Operations teams at TCHC review all accommodation requests. They assess your needs and recommend solutions to staff. 

    What happens after I fill out the accommodation request form?

    The Legal Services and Operations teams may ask you or staff for more information to better understand your needs and what accommodations(s) may be reasonable. Then they will recommend a solution.

    How long does it take to approve my accommodation request?

    The time it takes to approve your request will vary. It may take longer if staff need more information from you or need to consult with other TCHC teams. Once TCHC has determined how to resolve your accommodation request, we will send you a decision letter within five business days.

    What are my responsibilities as a tenant?

    As a tenant, you must: 

    • Submit your accommodation request as soon as possible.
    • Provide any information needed to support your request.
    • Work with TCHC to determine your needs.  
    • Accept reasonable accommodation offers. 

    If you don’t meet these responsibilities, your accommodation may be delayed, your options may be limited, or TCHC may not be able to help you. 

    Can TCHC deny my accommodation request?

    Yes. If TCHC finds that the Human Rights Code does not apply or the accommodation you need is an undue hardship, we may deny your accommodation request. TCHC will always work to find a solution to the issue you are having even if the accommodation you have requested is denied.  

    What does “undue hardship” mean?

    Undue hardship means that approving your request would cause serious difficulty for TCHC. TCHC looks at things like cost, safety, and available resources when making this decision. TCHC cannot deny your request for accommodation just because it is inconvenient or requires some effort. TCHC must show that meeting your needs would be a significant financial burden, create a health and safety risk, or is impossible. 
     

    I still have questions. Who can I contact about accommodation requests?

    If you have any questions about our Accommodation Request Procedure or Human Rights Policy, please contact the Client Care Centre at help@torontohousing.ca or 416-981-5500 (TRS 7-1-1). 

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