Tenant Engagement System Refresh

Tenant Engagement System Refresh

Toronto Community Housing Corporation (TCHC) is working with tenants to develop a new tenant engagement model. The new model will give tenants a say on issues that affect their community and allow tenants to have input on local decision-making.

The new tenant engagement system will be guided by the principles of being respectful, equitable, informative, inclusive and collaborative.

How did we get here?

Since 2003, Toronto Community Housing has worked with tenants to develop a tenant engagement system that will increase participation in communities.  Here are some of our milestones:

  • 2003: The City of Toronto mandated TCHC to create a tenant engagement system.
  • 2008: TCHC implemented the current tenant engagement system which consists of elected tenant representatives who advocate for the needs of their communities and participate in decision-making.
  • 2015: Tenant Representative Elections took place across the city. Over 300 tenant representatives were elected or appointed by members of their community.
  • 2015: Based on the Mayor's Task Force recommendations, Toronto Community Housing committed to refresh the tenant engagement system as mentioned in the 2015 Getting it Done report (PDF).
  • 2015: At an Open Space Forum, tenants identified common issues with the current engagement model and developed a plan for moving forward. A group of tenants and TCHC team members worked together to develop the "Take 5 survey."
  • 2016: Tenants received feedback from the "Take 5 survey" through nine town hall meetings held across the city. Tenants selected other tenants who would represent them on the City-wide Tenant-Staff Engagement Advisory Committee (CWTSEAC).
  • 2017: CWTSEAC created a shared vision and operating principles to guide any changes to the tenant engagement system. The committee presented 52 recommendations in the Tenant Engagement System Refresh Proposal Report (PDF) at the Tenant Services Committee meeting July 2017.  The committee adopted the principles of these recommendations.

What is coming up in 2018?

Toronto Community Housing is moving forward with the tenant engagement system refresh in 2018.

  • May to September 2018: The Tenant and Community Services team (formerly know as Resident and Community Services) will be holding community consultations on local priorities and tenant engagement. There will also be tenant council consultations on policies and procedures.
  • October 2018: A draft of the tenant engagement system model will be presented to tenants for feedback.
  • November 2018: The tenant engagement model and implementation plan go to the Tenant Services Committee for approval. 
  • December 2018: The tenant engagement model and implementation plan go to the Board of Directors for approval
  • 2019: If the new model is approved, Toronto Community Housing will implement it across the portfolio.

For the latest updates regarding the Tenant Engagement System Refresh, visit our updates page. 

Communication materials

Tenant Engagement System Refresh newsletter (PDF)

Tenant Engagement System Refresh presentation deck (PDF)

Key objectives of the Tenant Engagement System

The City-Wide Tenant-Staff Engagement Advisory Committee developed a shared vision, core values and principles, and key objectives to guide any changes to the current Tenant Engagement System.


Key objectives Definition
Establish a Governance System

TCHC collaborate with tenants to build a democratic system that will "provide for tenant input for decisions at the corporate and local levels."  
Create an accountability framework

The refreshed Tenant Engagement System must be accountable to the needs of communities, tenants and TCHC's Shareholder Direction.

Knowledge and information:

building profile

Communities and tenant leadership can be strengthened through a systemic examination of tenant demographics and community needs and assets.

Building a successful communications strategy that emphasizes the importance of clear, concise and timely communication.

Increase tenant participation

Support and provide resources where tenants are engaged, and have opportunities to thrive and play leadership roles to build their communities.
Capacity building for tenants and staff

Providing TCHC team members with the right tools to do their work and build their skills and develop tenant capacity to increase participation.


How can you get involved?

There are many ways you can get involved in your community:

  • Building and local community meetings
  • Lobby and community intercepts
  • Building and community surveys
  • Local community forums

Tenants are encouraged to speak to their tenant representative, tenant leaders or their Community Services Coordinator to find out more about the Tenant Engagement System Refresh and how they can get involved. Be on the lookout for posters about the tenant engagement refresh.


Email EngagementRefresh@torontohousing.ca or call 416-981-4435 to learn more about tenant engagement in your community or tell us if you want to get involved.

Follow us on social media:

Twitter: @TOHousing

Facebook:@Toronto Community Housing

Instagram: @torontohousing

LinkedIn: Toronto Community Housing

Share your favourite photos regarding the Tenant Engagement System Refresh. Remember to use the #yourcommunityyoursay hashtag in your posts!