Toronto Community Housing implements stronger improved property management contracts

Toronto Community Housing implements stronger improved property management contracts

May 01, 2017

​​​​TORONTO, May 1, 2017—Toronto Community Housing has implemented new contracts for property management services to Del Management Solutions Inc. and Greenwin Inc. that will allow the corporation to better manage performance.

To improve services for tenants, Toronto Community Housing had added several additional performance targets specific to achieving customer service, maintenance, cleaning, and operating targets. The new targets include:
  • Completing 80% of maintenance requests within five business days.
  • Resolving 90% of tenant complaints within three business days.
  • Resolving 95% of tenant administrative requests within two business days.

​​​​Failing to meet the targets set in the new contracts could result in financial penalties for the providers. An additional provision in the contracts is the ability for Toronto Community Housing to terminate the contract with 60 days’ notice.​​

Key Facts

  • The three-year contracts are valued at $24.1 million to Del, and $6 million to Greenwin. The contracts take effect on May 1, 2017.
  • TCHC will save between $185 and $116 annually for each unit that is contract-managed compared with those that are directly-managed by TCHC. 
  • TCHC has 12,196 contract-managed units in 57 communities across the city.
  • Six property management companies submitted proposals to a public Request for Proposal (RFP) issued in December 2016. 
  • The RFP divided TCHC’s contract-managed properties into three groups. Del was awarded management of the east group (5,863 units) and west group (3,831 units) while Greenwin was awarded the central group (2,502 units).  
  • An independent Fairness Commissioner has confirmed that the RFP process was fair and transparent for all proponents. 

Quote​​

“These new contracts will improve services for tenants in our contract managed buildings by setting clear targets for completing maintenance requests, resolving tenant complaints and completing tenant administration requests. This enhanced clarity will strengthen our ability to performance manage the providers to meet the expectations we have set for service delivery in our direct-managed buildings.”
—Wayne Tuck, Chief Operating Officer​

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About Toronto Community Housing

Toronto Community Housing (www.torontohousing.ca​) is Canada's largest social housing landlord, providing homes for nearly 60,000 low- and moderate-income households in neighbourhoods across the city. We are wholly owned by the City of Toronto and our 2,100 buildings represent a $12-billion public asset. 

Media Contact: Brayden Akers, media@torontohousing.ca​ , 416-737-1352, 

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