Your home

Before you move in, your home is cleaned, repaired and inspected. It is also sprayed for pests, if needed. Your superintendent will do a move-in inspection with you and note any repairs that you point out.  

The superintendent will go through the types of changes you can and cannot make to your home. More details about this are set out in your lease. You may owe money at the end of your tenancy if you make unauthorized changes or if your unit is damaged. TCHC calls this a tenant "chargeback".  

Elevators and deliveries 

Each TCHC property is different. 

• If you are moving into an apartment building, speak with your superintendent to reserve an elevator for your move-in day. You can also contact the Client Care Centre at 416-981-5500 (TRS 7-1-1) for this request. An agent will give you a reference number and arrange with your superintendent to put the elevator on service.
• On the day of your move, you must contact the Client Care Centre two hours before you move to have someone put the elevator on service. 

If you have large items (like furniture) delivered to the building, ask your superintendent about how deliveries are handled. 

Renovating 

Under the terms of your lease, permanent changes are not allowed when decorating. For example, you cannot: 

• Change the flooring.
• Remove doors, cabinets, plumbing, or light fixtures.
• Damage walls. 

If you do make permanent changes, you will be charged for the cost of returning your unit to the way it was when you moved in. 

Always ask permission before making changes in your home. You can discuss possible changes with your Tenant Services Coordinator or other staff at your Tenant Service Hub.

Giving notice

When you are planning to move out, you must give notice in writing 60 days (two full calendar months) before you plan to move. Please give your move-out notice to your Tenant Services Coordinator (TSC). 

You must sign either:

• a form N9 (“Tenant’s Notice to End the Tenancy”); or
• a form called an N11 (“Agreement to End the Tenancy”) when vacating your unit. 

A tenant is someone who has signed the lease for the unit as a tenant. If only one tenant wants to leave, but other tenants intend to keep living in the unit, the person leaving must provide written notice to their TSC of their intention to:

• leave; and
• give up all interest in the tenancy.

The remaining tenant(s) and TCHC must agree in writing to this change to the lease. The remaining household members may need to sign a new lease with TCHC once the person who has left is no longer part of the household.

Returning keys and fobs

Before you leave, you must return all unit keys. This includes mailbox keys, key fobs, parking garage keys, and parking stickers. Give them to your superintendent. If you do not return these items, you may be charged. 

Final rent payments

You will be charged for rent up to the end of the month that your tenancy ends and you move out. For example: 

• If you gave written notice on March 1st, you will pay rent for March and April and will move out before May 1st.
• If you gave written notice on February 15th, you will pay rent for February, March, and April and move out before May 1st.  

Market Rent and Affordable Rent tenants pay a first and last month's rent deposit when they move in. We will use the deposits as the rent payment for the last month of your tenancy.

Inspection

TCHC staff will inspect your unit shortly after you give written notice. They will inspect it again after you move out. Your unit should be in its original condition. You will be charged for any damage to your unit, beyond normal wear and tear. TCHC calls this a tenant "chargeback".

You are responsible for the cost of repairing any damage you caused to the unit. If your unit is dirty or if you leave belongings behind, you will be charged for cleaning or disposing of the items. 

Your unit must be returned to its original condition. For example, if you put up wallpaper, you will have to remove it. If you painted the walls a different colour, you will have to return them to the original colour.

We understand that losing a loved one is difficult. TCHC follows a respectful process to make sure that, where the sole tenant of a unit has passed, persons entitled to collect their belongings are able to do so.

Notifying TCHC
Please let TCHC know as soon as possible if a tenant has passed away. 

What happens to the tenancy
If there is no other person(s) listed as tenant(s) on the lease, the tenancy ends 30 days after the date of death.

Access for family or the estate
Where the sole tenant of a unit has passed, we will work with the Estate Executor or Administrator. If there is no Estate Executor or Administrator, we will work with a member of the tenant’s family to arrange access to the unit.

They will be able to: 

• Collect belongings
• Remove personal items
• Ask questions about next steps

Belongings in the unit

TCHC will:

• Not take any steps to remove the tenant’s belongings for 30 days (unless there is anything dangerous/unsanitary in the unit, in which case only that may be removed immediately).
• Give reasonable access for the Estate Executor or Administrator (or if none are appointed the family) to remove items.

After 30 days, if belongings have not been collected, TCHC may remove or dispose of the items as permitted by law.

Rent and financial matters

 The tenant’s estate is responsible for:

• Any rent owing up to the end of the 30-day period.
• Costs related to removing belongings, if needed.

If someone was living with the Tenant

Persons who are not listed as tenants on the lease generally have no right to remain in a unit after the tenant dies. If a spouse, partner, or family member lived in the unit but was not on the lease, TCHC will review their situation. They will likely need to move out. 

TCHC staff will help explain next steps.

After the unit is vacated
Once belongings are removed and the tenancy ends, TCHC will:

• Inspect the unit.
• Complete any cleaning or repairs.
• Offer the unit to the next person on the housing waitlist.

Your unit is your home and we respect this fact. However, there may be times when TCHC staff and contractors need to enter. They may need to enter your unit during an emergency, or they may need access to make repairs, inspect your unit, or show it to new tenants if you are moving out. You can ask contractors to show ID before they enter your unit. 

The Residential Tenancies Act requires that we give you at least 24 hours of written notice before entering your unit, except if it is an emergency or if we have your consent to enter at the time of entry.

TCHC accommodates tenants with physical disabilities through upgrades to units (like installing grab bars, door widening) and improvements to common areas in buildings. In some cases, accommodating tenants with physical disabilities may mean moving them to a more suitable unit. To learn more, visit the Accessibility Program for Tenants section or talk to your Tenant Services Coordinator about completing the necessary paperwork to request accessibility accommodations. 

Tenants can use portable air conditioning (AC) units that sit on the floor of their unit and vent to outside, but they must be used and maintained properly. These portable units can only be used if they will not create fire, shock, or any other risks, or overload electrical capacity in the unit. 

Window-mounted AC units are permitted only if they are installed directly over a balcony or if your unit is on the ground floor.

Once every year, your superintendent will inspect your unit to make sure:

• Your unit’s combination smoke and carbon monoxide alarms are working.
• Window screens are not damaged and window locks are in place and not tampered with.
• There is no excessive clutter, fire hazards or pest issues.
• There are no major repairs needed.

The annual unit inspection is a time when TCHC checks for major repair needs, and compliance with municipal licensing standards. For example, during the annual unit inspection, staff will make sure there are no hazards or unauthorized modifications in the unit.

Staff also make sure units are compliant with TCHC Accessibility Standards. Staff will also be identifying accessibility items and related modifications that are present in units. They will make note of any E-Devices in the unit, like E-Bikes.

TCHC provides each home with a fridge, stove, and oven. If your appliance needs to be repaired or replaced, call the Client Care Centre at 416-981-5500 (TRS 7-1-1) or use the online form. Staff will arrange for service during regular business hours.

If your appliance needs repair or replacement after hours or on weekends, TCHC staff will come to your unit to assess what is needed. If they cannot repair the appliance, a vendor will be dispatched the next business day.

Many buildings have common laundry rooms that open and close at specific times. If you install appliances or use appliances not provided by TCHC, we will remove them and charge you for any repairs or damages.

Use your balcony safely

Your balcony is for enjoying fresh air—not for storage or cooking. Please follow TCHC's safety rules to prevent fires and injuries.

Do: 

• Enjoy your balcony safely and keep it clutter-free.
• Use a drying rack if you wish to dry clothes outside.
• Contact your Regional office if you want to install pigeon netting—it must meet TCHC guidelines. 

Don't 

• Leave children or pets unattended on your balcony.
• Use barbecues, propane tanks, or electric grills; they are fire hazards.
• Place carpets or rugs; they trap moisture and damage the surface.
• Use your balcony for storage; it blocks access and increases fire risk.
• Put plant pots or containers on balcony railings; they can fall and injure someone.
• Run or pour water on your balcony; it can leak and cause damage to other units.
• Throw any items, including cigarette butts, off your balcony. This is dangerous, can cause fires or serious injuries, and may result in fines.

Balcony inspections and safety concerns

TCHC regularly inspects balconies to make sure they are safe and in good condition. If you see any issues—like loose railings, cracked concrete, or other damage—please report it as soon as possible. 

To report a problem: 

• Contact the Client Care Centre.
• Submit a maintenance request through your Tenant Service Hub. 

Reporting problems early helps prevent accidents and keeps everyone in your building safe.

TCHC supports tenant safety while also respecting the privacy and comfort of those who lives in our buildings. If you choose to use a personal security camera, please follow the rules below.

Personal safety and privacy

You may:

• Install a camera inside your unit for your personal safety.
• Use a device that records only your unit, including any private backyard that is part of the unit you lease.
• Record a small area directly in front of your own door, as long as no other tenant’s doorway or unit is captured.

You may not:

• Record shared or common spaces (like hallways, lobbies, stairwells)
• Capture the doorway, windows, or inside area of another tenant’s unit.
• Aim a device toward another household’s entrance, even if it is directly across from you. 

Any camera you install must not cause any damage to TCHC property.

Respect for others

Cameras and recording devices must not:

• Interfere with another tenant’s privacy or reasonable enjoyment.
• Be used to harass, intimidate, or monitor other tenants or their guests.

Even when installed correctly, using a device to watch a neighbour’s daily movements or to confront them about their activities is not permitted. If a device becomes intrusive and/or negatively impacts other residents of the residential complex, TCHC may take tenancy management actions against your household, including escalation to the Landlord and Tenant Board.

We are making changes to our buildings to help save energy and water. You can do your part. 

To conserve energy and natural gas: 

• Use cold water when doing your laundry.
• Use a drying rack to dry clothes on your balcony instead of using the dryer.
• Keep windows closed in winter. Contact the Client Care Centre to report windows that do not close properly. If you find it too warm in winter and you have a thermostat, turn it down. If you do not have a thermostat, talk to your superintendent.
• If you find it too cold in winter, do not use your oven to warm up your home. It wastes electricity and it is unsafe. Talk to your superintendent so we can find the problem and fix it.
• Do not leave the fridge door open. Do not turn the fridge to a colder setting.
• Turn lights off when you leave a room.
• When buying electronics, look for Energy Star labels. Electronics with this label use less energy.
• Turn off TVs, stereos, and computers when they are not being used. We recommend that you use a power bar so you can turn them off with one switch. 

To conserve water, you can: 

• Take shorter showers.
• Do not leave the water running while brushing your teeth.
• Always run full loads of laundry in the washing machine.
• Report leaky taps and toilets to the Client Care Centre, and follow up with site staff. 

Visit our Conservation page if you want to learn more about Toronto Community Housing’s conservation efforts. If you have questions about conservation in your building, speak to your superintendent or call the Client Care Centre.

TCHC recognizes the increasing use and importance of electric mobility devices, or E-Devices, in everyday life. Tenants and staff use them to go to work, access essential services, or navigate areas with limited public transit. 

TCHC is committed to making sure they are used safely across our properties.

• Use only approved e-bikes, electric motor scooters, and mobility aids. They cannot be gas-powered or modified.
• Follow the manufacturer’s instructions, and stop using right away if you notice heat, smell, leaks, or noise.
• Plug directly into a wall outlet, and unplug when charging is done. Never leave a charging device unattended.
• Always use the charger and battery made for your device.
• Do not ride your E-Device in the building, including hallways or other common areas.
• Only one E-Device is permitted inside an elevator at a time (and only certain types of E-Devices).

Lithium-ion battery explosions are unpredictable and volatile. If you overcharge them or use extension cords to charge them, that creates heat that can lead to an explosion. Let’s keep our homes and community safe from battery fires and hazards.

Rules about waste disposal may vary by property. Please separate your recycling items and your organic waste (food waste) from the garbage. Take your waste to the right chutes or containers in your building, or to the bins outside your building if you do not have chutes. Check the signs at your property or ask your superintendent. 

Please do your share and:

• Tie all garbage in small plastic bags and place them down the garbage chute. 
• Double-bag cat litter and diapers, and place them with the organic waste as appropriate.
• Avoid putting glass, aerosol cans or large items down the garbage chute. Ask your superintendent about where and how to dispose of these items.
• Ask your superintendent about where to bring furniture or other large bulky items for the garbage. 
• Never dispose of lithium batteries or other flammable items on TCHC property.
• Contact your superintendent if you need to get rid of small appliances or batteries.
• Avoid placing household hazardous waste, like toxic cleaning chemicals, into the garbage. Ask your superintendent about where and how to dispose of these items.
• Reduce, recycle and reuse, as much as you can.

Building staff monitor the temperature in all buildings. Toronto’s bylaw requires the temperature in apartment buildings to be at least 21 degrees Celsius from September 15 to June 1. We follow this bylaw when we turn the heat on and off.  

There is no maximum temperature bylaw. TCHC monitors conditions during periods of extreme heat. If you are concerned about the temperature inside your unit, please call the Client Care Centre at 416-981-5500 (TRS 7-1-1). 

The Tenant-Led Improvements in Basement Spaces policy permits Toronto Community Housing’s tenants living in townhomes to carry out non-structural renovations to their basement spaces. Learn about the types of improvements that can be carried out. 

Do you have insurance for your belongings? TCHC’s insurance will not pay to replace your property if something like a fire, flood, or other emergency damages your home. 

If some or all of your income is from Ontario Works or the Ontario Disability Support Program, these programs may cover the cost of contents/renters' insurance. Please speak with your case worker to learn more. 

What is covered under renters’ insurance? 

A general renters’ policy will offer contents coverage as well as liability coverage.  

• Content coverage offers you confidence that your personal belongings are covered in the event of a fire, theft or other accidental damage.
• Liability coverage offers protection for any damage you cause to any part of your building and for unintentional harm caused to others who live in or visit the property.  

What will insurance do? 

Insurance can help you pay to replace your belongings if your home is damaged by flood, fire, or any other incident. This includes food that may go bad if there is an extended power outage.

Insurance may help to cover legal costs associated with a claim that you are found responsible for, like a kitchen fire or if your pet bites someone.  

Insurance may also cover the cost of a hotel stay or a replacement unit if you have to leave your home because of damage in a fire, flood, or other emergency. 

What happens when you do not maintain tenant’s insurance? 

If you do not have a tenants’ insurance policy, there will be no coverage for contents. As well, if you are found responsible for causing damage to the property or for causing an injury to another person, you may be responsible for any and all legal costs. This could include potential settlements or court judgment costs.  

Affordable insurance 

Marsh Canada provides insurance designed for tenants who live in social housing. You can get information about rates and coverage from their website or by calling 1-866-940-5111 (TRS 7-1-1). 

If you have questions about what kind of insurance is right for you, call the Insurance Bureau of Canada at 416-362-9528 (TRS 7-1-1), Monday to Friday from 8 a.m. to 5 p.m. 

Other insurance claims 

As a property owner, TCHC is responsible for making sure its properties are well-maintained and safe, within reasonable standards. This legal responsibility is referred to as a “duty of care” under the Occupier’s Liability Act. 

TCHC is not automatically responsible for your damages. Tenants are responsible for purchasing insurance coverage. In the event of a claim, contact your insurer first because your policy will offer you more coverage. 

If you feel you need to file an insurance claim against TCHC, please visit the Insurance Claims section for more information. 

TCHC will give you keys or fobs for your home. If you live in an apartment building, you will get keys for your mailbox. You may also get fobs for the building’s main entrance and other common spaces.  

If you or someone in your household has a disability, you may also get a remote to your unit and building, and automatic door openers for accessible units.

Tenants are not allowed to change or add locks as it is a violation of your lease. Talk to your superintendent if you need extra copies of a key, or if you have lost keys and need to have your locks changed.  

In an emergency or after hours, call the Client Care Centre at 416-981-5500 (TRS 7-1-1). You may be charged for changing a lock, fixing a broken lock, or replacing a door remote.

Do not give copies of your keys or fobs to people who are not part of your household. This puts everyone’s safety at risk. 

When you move out, return your keys to your superintendent on your last day.

Important: You will be charged up to $99 to replace locks and $25 for fobs. If you use a remote to access your unit, replacements will cost $75.

(This are the rates as of December 2025. Charges may increase in future years.)

Cockroaches, mice, and other pests can sometimes get into homes. They are harder to control in places that are cluttered or overcrowded. Like many cities in North America, bed bugs are a problem in Toronto. The only way to control them is to treat the infested units right away. 

Depending on the pest, your unit may need more than one treatment. We may also treat the units around the affected one. There is no charge for pest control treatment, unless you fail to prepare your unit or you refuse to let the contractor in. We will give you instructions on how to prepare your unit for treatment. If you have a disability, you can ask TCHC for help to prepare your unit.

Here are some ways you can help us control pests on your property: 

• Keep your unit clean and clutter-free.
• Do not feed pigeons, squirrels or stray animals. They can attract other pests.
• Do not pick up furniture that others have thrown away. It could be infested with bugs.
• Do not put any garbage in hallways or on the floors of chute rooms. Put garbage in the garbage chute and make sure the chute door is fully closed.
• Larger items that do not fit into the garbage chute must be brought to the bulk garbage area.
• If you throw out pest-infested furniture or mattresses, wrap them in plastic before taking them out of your home. Never leave these items in the hallway. You can ask your superintendent for plastic mattress covers to safely wrap your items.

 Tenants cannot refuse pest control treatment.

Learn more about pest control prevention tips and how to get in touch.

We know how important your pet is to you. We provide a pet-friendly environment. City of Toronto Municipal Code 349 limits the type of pets you can have and number of pets you can have.

Among other things you can have:

• no more than three dogs for each household
• no more than six cats per unit
• no more than four rabbits or guinea pigs per unit

Dogs that are Service Animals are not pets. They are not included in the allowable count of dogs permitted in your home.

You are responsible for your pet’s behaviour. You are also responsible for the behaviour of any pet that your visitors bring. This includes excessive noise made by the pet, as well as cleaning up after the pet. 

Please follow these rules: 

• Pets need to be on a leash or crated in common areas. For example, your pet should be on a leash or crated when you leave your unit and when going outdoors.
• Be sure that your pet does not damage property or the belongings of others.
• Do not allow your pet to be a nuisance or create unreasonable disturbances.
• Never leave your pet alone on your balcony.
• Stoop, scoop, and bag your pet’s waste every time.
• Use outdoor garbage bins for waste when walking your pet.
• Do not throw cat litter in the toilet.
• If using the garbage chute, double bag all pet waste. This includes cat litter and bird cage linings.

You can also go to City of Toronto's Pet Licensing page to see other rules for pets, including if you need a license for them.

Note that even though pets are generally allowed on TCHC property, if your pet is unreasonably disturbing the quiet enjoyment of others, you will need to address the issue or face potential tenancy management steps against your household.

Complaints about pets 

You may have a complaint about a pet, like a neighbour’s dog that barks all the time or a neighbour who never picks up after their pet. If the complaint is about an issue that is happening inside a unit or a TCHC building, contact TCHC staff. 

If the complaint is about an issue outside, contact Animal Services at 416-338-7297 (TRS 7-1-1) or animalservices@toronto.ca.  

Phone, cable and internet are not included in your rent. You can choose any company that provides these services in Toronto.  

You can also find out about Rogers’ Connected for Success internet program. It provides high-speed, low-cost internet across Canada to subsidized tenants, seniors and to individuals receiving disability and income support. 

Make appointments with the phone or cable company during business hours from Monday to Friday. This is so your superintendent can be there if the technician needs access to a restricted area of the building. 

If you live in a building with an enter-phone system and it is not working, tell your superintendent or contact the Client Care Centre. They will check that your phone number is properly registered and able to be connected to the enter-phone system.

Satellite dishes are not permitted on TCHC property.

Lobby channel feed

Most TCHC high-rise buildings have a lobby area with a camera that provides a live feed through residents' televisions. Until recently, residents could access this lobby channel feed without a cable subscription.

This service is not owned by TCHC. Over the past few years, both Bell and Rogers have upgraded their technology and that has affected who is able to view the lobby camera through their TV. This change-over in technology is not just in TCHC buildings, but in other residential apartment buildings and condominiums throughout the city.

We are working with the cable companies, notably Rogers, to support residents as best as we can. However, we have no control over how the cable companies deliver their services. The lobby channel is completely separate from TCHC's network of 6,000 security cameras, which are linked to dedicated and secured recording systems.

What has changed? As of 2022:

• Bell no longer offers this service at all
• Rogers still offers this service in basic packages, but not through Rogers Ignite. If you upgrade your cable package to Rogers Ignite, you will no longer be able to view the lobby channel.

You can reach TCHC's Client Care Centre 24 hours a day, every day of the year. We will do our best to respond to your service requests.

To request a repair, please call the Client Care Centre at 416-981-5500 (TRS 7-1-1). 

• We respond to requests for routine repairs and maintenance within five business days.
• Emergency repairs or maintenance will be resolved sooner.
• We will work with you to find a lasting solution.
• If it is not an emergency, you can send an email to help@torontohousing.ca.
• Our agents will give you a personal reference number that you can use when you follow up on your request. If they do not give you a reference number, just ask.
• If you have a disability that impacts how services are delivered to you, let us know your specific disability-related needs when you make the request. We may need to prioritize or respond in a different way.

Emergency repairs

Call the Client Care Centre at 416-981-5500 (TRS 7-1-1). 

When you call for an emergency repair, a staff person or vendor will be at your home within four hours. This timeline depends on the type of repair. This includes emergency repairs needed overnight or on the weekend. 

We will try to fix the problem right away or make a temporary repair to stop it from getting worse. Where a temporary repair has been made, staff or a vendor will return within five business days to make a permanent repair.

Some new TCHC buildings are smoke-free. In smoke-free buildings, tenants cannot smoke inside their units (including balconies), in common areas, or anywhere within 9 meters of an entrance to or exit from a building. If your building is smoke-free, your lease will say so.

If you smoke in your unit in a building that is not smoke-free, keep your unit door closed so smoke does not travel down the hallway. If you smoke on your balcony, check with neighbours to make sure they are not affected by second-hand smoke. Never throw cigarette butts, matches or anything similar off the balcony. This is an extreme fire hazard. You can also be fined for doing so.

• Your Tenant Services Coordinator will tell you which utilities you have to pay for directly and which ones are included in your rent.
• If you pay rent-geared-to-income, the amount you pay for utilities will be different depending on the size of your unit. More information about how amounts are calculated can be found in the City’s rent-geared-to-income guidelines. 

If you are responsible for paying for electricity, call Toronto Hydro at 416-542-8000 (TRS 7-1-1) or visit torontohydro.com to set up your account before your move-in date. 

If you are responsible for paying for gas, call Enbridge Gas at 1-888-427-8888 (TRS 7-1-1) or visit Enbridgegas.com to set up your account before your move-in date.