2017 TCHC Tenant Survey recognizes improvement

2017 TCHC Tenant Survey recognizes improvement

December 01, 2017

TORONTO, November 28, 2017—Toronto Community Housing (TCHC) tenants care most about clean well-maintained buildings, respectful interactions with TCHC team members and contractors, timely repairs, being kept informed about changes, and the safety and security of their buildings and neighborhoods, according to TCHC’s 2017 tenant survey. 

The survey found that overall satisfaction improved by three percentage points, to 67 per cent, compared with the previous survey in 2015. There was a five-percentage-point improvement in the “very satisfied” category and a six-percentage-point improvement in “very satisfied” in TCHC’s seniors-designated buildings.  

TCHC hired the global market research firm Ipsos to conduct the survey. In March, Ipsos invited a random sample of 16,900 tenants to participate in the survey. A total of 3,553 tenants completed the survey, a response rate of 21 per cent. 

“We thank tenants who completed the survey for sharing their candid input, which will help us identify where we can continue to improve how we deliver services,” said President and CEO Kathy Milsom. “We are headed in the right direction, but there is more to do to reach our goal of becoming a more tenant-centric, responsive housing provider.”

Toronto Community Housing is implementing an action plan in response to the survey findings.  Key elements include:

  • Investing $300-million in building capital repairs in 2018, an increase of $50 million to its capital repair budgets of $250 million in both 2017 and 2016.
  • Strengthening its vendor management program to ensure a higher quality of work, and to hold contractors more accountable.
  • Installing more and better security cameras on TCHC properties, and adding more special constables to the Community Safety Unit, to provide an increased security presence in TCHC communities. 
  • Enhancing fire safety in all TCHC buildings through a range of measures, including a tenant education and awareness campaign on fire prevention.
  • Conducting the survey annually, plus ongoing spot surveys, to monitor and report progress toward increased tenant satisfaction and service improvements.

More information

About Toronto Community Housing

Toronto Community Housing (www.torontohousing.ca) is Canada's largest social housing provider. We are owned by the City of Toronto and provide homes for nearly 60,000 low- and moderate-income households in 106 of the city’s 144 neighbourhoods. Our 2,100 buildings represent a $10-billion public asset. 

Media Contact: TCHC media line 416-737-1352 or media@torontohousing.ca.