Backgrounder: Improving frontline services to TCHC tenants

Improving frontline services to TCHC tenants

Under a restructuring plan approved by the board on September 12, 2019, Toronto Community Housing Corporation (TCHC) will add more front-line resources and empower local decision-making to provide tenants with better, faster, more responsive service.

Integrated tenant services  

Delivering quality service to tenants is TCHC's most important objective. In the past TCHC's service delivery model has been organized into two distinct divisions. Our plan merges both groups together to close service gaps and establish clear, common lines of accountability.

Under the new structure, the former Asset Management and Tenant and Community Services groups have been merged together under the leadership of a Chief Operating Officer. This new unified team is now responsible for delivering the full spectrum of tenant services, including building services, tenancy management and community supports.

Building and community teams

The best service is always delivered by teams close to the customer and who are empowered and supported to make quality service their priority. Our plan has been designed to empower front line employees and will provide them with the training, resources, and supports they need to deliver better service to tenants.  

Under the new structure, tenant-facing staff will be part of local teams based in 134 buildings and community hubs. These local teams will be empowered to make more customer service decisions on-site, instead of being caught up in lengthy process.   

The building superintendent of each service hub, already an integral part of the service we provide to tenants, will function as their prime point of contact. Superintendents will be supported by a team fully equipped to provide the quality services tenants deserve.

Three regional offices

To further its commitment to bring services and decision-making closer to tenants, TCHC will decentralize many service functions currently based at head office, into three regional offices across the city. Each regional office will be led by a General Manager reporting to the newly appointed Chief Operating Officer, Sheila Penny. Each General Manager will oversee teams that support and manage service hub staff across their region.

A New Chief Operating Officer

Toronto Community Housing has appointed Sheila Penny as its new Chief Operating Officer. In re-establishing the role of Chief Operating Officer, we are bringing together all elements of tenant service under a common structure to ensure that service to tenants is delivered consistently, efficiently and with accountability. 

Sheila is a highly experienced executive leader, with a track record of guiding diverse teams to deliver capital construction and facilities operations. She brings more than 20 years of public sector experience to the role, in operations, design and construction, energy management, real estate, planning, sustainability and redevelopment.

About Toronto Community Housing

Toronto Community Housing is Canada's largest social housing provider. Toronto Community Housing provides homes for nearly 60,000 low- and moderate-income households in neighbourhoods across the city. Toronto Community Housing is wholly owned by the City of Toronto and its 2,100 buildings represent a $10-billion public asset.

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