Backgrounder- Results of the 2015 Resident Survey

Backgrounder- Results of the 2015 Resident Survey

June 05, 2015

June 5, 2015
The 2015 Resident Survey measured resident satisfaction in general as well as satisfaction with specific services such as repairs and maintenance, community safety, customer service and resident engagement. 

Nielsen conducted the survey between February 4 and April 6, 2015. A total of 3,383 surveys using primarily mail format, but including some online and telephone surveys, were completed by residents from across Toronto Community Housing’s 13 Operating Units comprising 2,300 properties (multi-unit buildings and stand-alone homes). 16,900 surveys were mailed out randomly with an even distribution among all Operating Units. The results have a margin of error of +/- 1.7%, 19 times out of 20.

Key drivers of resident satisfaction, in order of importance:

  • Keeping up the overall condition of residents’ buildings
  • Keeping residents informed about changes that affect them
  • Keeping up the overall condition of residents’ units

Key findings include (totals may not equal 100% due to rounding):

  • 64% of residents expressed satisfaction overall; 11% neutral, 25% unsatisfied.
  • 74% are satisfied with the respect they receive when being served; 11% neutral; 15% unsatisfied.
  • 72% feel informed about changes that affect them; 10% neutral; 17% unsatisfied.
  • 67% are satisfied with emergency repairs to their units; 13% neutral; 20% unsatisfied.
  • 63% are satisfied with the general condition of their units; 12% neutral; 26% unsatisfied.
  • 62% are satisfied with the cleanliness of their buildings; 10% neutral; 27% unsatisfied.
  • 61% are satisfied with regular repairs to their units; 11% neutral; 28% unsatisfied.
  • 60% feel they are given a chance to be involved in TCHC decision-making; 21% neutral; 20% unsatisfied.
  • 59% agree that they are being connected with community services; 22% neutral; 20% unsatisfied.
  • 58% are satisfied with the overall condition of their building; 11% neutral; 30% unsatisfied.
  • 58% feel their building or community is safe and secure; 13% neutral; 28% unsatisfied.
  • 52% feel their views are considered when TCHC makes a decision; 23% neutral; 25% unsatisfied.

Satisfaction levels vary by demographics:

  •  Age
    • 65 years and older: 72% are satisfied
    • 50 to 64 years: 64% are satisfied
    • 35 to 49 years: 59% are satisfied
    • 19 to 34 years: 51% are satisfied
  • Tenancy
    • Less than 2 years: 74% are satisfied
    • 2 to 5 years: 65% are satisfied
    • 6 to 9 years: 64% are satisfied
    • 10 years or more: 62% are satisfied
  • Disability
    • Of households including a person(s) with a disability, 61% are satisfied (33% of tenants self-identified as having a disability):
    • Of households which do not include a person(s) with a disability, 66% are satisfied

Security-related issues (totals may not equal 100% due to rounding):

  • Criminal activity – 36% of tenants reported this as a very or somewhat big problem, 65% of tenants reported this as a not very big problem or not a problem
  • Drunken or rowdy behavior – 32% of tenants reported this as a very or somewhat big problem, 68% of tenants reported this as a not very big problem or not a problem
  • Pets or animals – 31% of tenants reported this as a very or somewhat big problem, 69% of tenants reported this as a not very big problem or not a problem
  • Vandalism / graffiti to common areas – 28% of tenants reported this as a very or somewhat big problem, 71% of tenants reported this as a not very big problem or not a problem
  • Illegally parked cars – 25% of tenants reported this as a very or somewhat big problem, 75% of tenants reported this as a not very big problem or not a problem (note: this issue showed the greatest increase since the 2012 Ipsos Reid survey)
  • Disruptive children/teenagers – 24% of tenants reported this as a very or somewhat big problem, 76% of tenants reported this as a not very big problem or not a problem
  • Neighbour disputes – 23% of tenants reported this as a very or somewhat big problem, 77% of tenants reported this as a not very big problem or not a problem
  • Racial or other harassment – 17% of tenants reported this as a very or somewhat big problem, 83% of tenants reported this as a not very big problem or not a problem
  • People damaging your unit or property – 17% of tenants reported this as a very or somewhat big problem, 84% of tenants reported this as a not very big problem or not a problem

About Toronto Community Housing

Toronto Community Housing​ provides homes for nearly 60,000 households with low and moderate incomes. By providing clean, safe, well-maintained, affordable housing, Toronto Community Housing builds better homes, better neighbourhoods and a better Toronto for all.