Integrated Service Model

Integrated Service Model

The City of Toronto has partnered with Toronto Community Housing and Home and Community Care Support Services - Toronto Central (formerly known as the Toronto Central Local Health Integration Network) to develop an Integrated Service Model (ISM) for the Seniors Housing Unit. The model brings about new ways of supporting senior tenants so they can age in place with dignity and in comfort. As of May 2022, the model is being implemented in all 83 Seniors Housing Unit buildings.

The objectives of the Integrated Service Model are to:

1.   Build relationships of trust between senior tenants and TCHC staff

2.   Improve the delivery of housing services, with an increased focus on issues that impact seniors' housing stability

3.   Increase access to health and community support services through enhanced integration of community services within the buildings

The Integrated Service Model brings four key innovations to TCHC service delivery: 

1) an enhanced staffing model focused on increased staff-to-tenant ratios and more tenant support

2) revised seniors-specific policies to better respond to the unique challenges faced by seniors

3) locating seniors community hubs in select TCHC seniors buildings to offer a range of health, social and wellness services to tenants and the community - implementation of the wellness hubs is currently on hold pending further consultations with senior tenants to make sure any future planning related to health and wellness initiatives is meaningfully driven by tenant voices. If you are interested in knowing more about the consultations please contact

4) designating Provincial care coordinators to each building to help connect tenants to the health and community support services they need

Phased Implementation of the Integrated Service Model

Implementation of the ISM began in December 2020 with Phase 1 launching in 18 buildings in the South East Region. Phase 2, launched in September 2021, saw 26 buildings in the North West Region and another eight buildings in the South East Region added to the implementation. Phase 3, launched in March and April 2022, brought the remaining 31 buildings within the South West and North East regions into the model.

A list of Seniors Housing Unit buildings identified by ISM region and ISM implementation phase can be found in the Resources section below.

Annual Program Report

The Seniors Housing Unit has put together its first Integrated Services Model (ISM) Annual Program Report, detailing the first-year journey implementing the ISM and sharing key outcomes. Read the 2021 ISM Annual Program Report (PDF) for more information and to learn more.

Information Sessions

Tenant information sessions on the Integrated Service Model  (ISM) were held on the following dates and topics:

  • February 28, 2022 – information on ISM including upcoming Phase 3 launch and on transition to new Toronto Seniors Housing Corporation
  • November 16, 2021 – update on ISM Phase 1 implementation
  • September 14, 2021 – launch of ISM Phase 2
  • December 8, 2020 – launch of ISM Phase 1

Recordings of these sessions can be found below in the Resources section.


For more information on the Toronto Seniors Housing Corporation, including recent communications, go to