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​​​Toronto Community Housing complaint process​

We care about your concerns and complaints. Our goal is to provide good service for residents. However, we cannot address concerns if you don't tell us. You can express your concern or complaint in many ways. You can contact us using any of the methods below to rep​ort concerns with customer service, the quality of repair work in your unit or community, or Toronto Community Housing business practices.

Contact us

In person: Speak to your Operating Unit Manager or staff in the Property Management office.

In writing: Write to staff at your Operating Unit or Property Management office using email or regular mail. You can also print and use the complaint form.​​ (PDF)

By phone: Call 416-981-5500

Complaint process

  1. If you are able to go to your Operating Unit office, you can place a complaint with staff there. They will record your complaint and try to resolve it within 10 business days.
  2. If you do not live near an Operating Unit Office, or if you are still not satisfied with the service or with the handling of your complaint, call the Client Care Centre at 416-981-5500. The Client Care Centre takes resident complaints 24 hours a day, seven days a week. The complains are logged on EasyTrac and directed to the Operating Unit Manager or the Community Housing Supervisor (if maintenance related).

Remember to ask for a reference number

Use this number every time you speak with us to follow up on the progress of the resolution of your complaint.

​​What happens after I make a complaint?

The staff person who receives your complaint will confirm receipt within two business days. You will receive a reference number for the complaint, and the complaint will be directed to the related staff member for follow up. He or she will try to resolve the issue within 10 business days.

When will I get a response?

A staff person will respond to you within 10 business days. They will tell you how your complaint will be resolved and how long it might take to resolve the complaint.

Do What's Right: Report fraud and waste right away

Fraud affects everyone at Toronto Community Housing. Funds lost through fraudulent activity prevent Toronto Community Housing from investing in much-needed capital repairs.

  • ​ Delaying repairs to vacant units prevents clients on the wait list from moving into an apartment sooner.
  • Vandalism diverts funding from repair priorities.
  • Wasteful activities may cause you and your community to wait longer for needed repairs.
Toronto Community Housing has hired an independent service to take calls about fraud. You can report your concerns without giving your name. You can report your concerns in your preferred language at any time.

The Investigations Unit of the Internal Audit Department, an independent unit reporting directly to Toronto Community Housing's Board of Directors, will investigate your concern.

  • If you see or think a staff member or resident has committed fraud, report it right away.
  • Call the Do What's Right phone number at 1-877-993-6744 any time.
  • Visit ​The Right Choice​ website​ to report online any time.​
  • Write and mail a report to:
    Chief Internal Auditor
    c/o Toronto Community Housing
    931 Yonge Street
    Toronto, ON M4W 2H2​
Download the Fraud Rep​ort template (PDF) to help you file a complaint.​​