Closing the Loop

Closing the Loop

The Closing the Loop program measures tenant satisfaction with their day-to-day, in-home service experience. After piloting the program in selected communities over the past two years, Toronto Community Housing expanded the program company-wide in March 2018.

Through this program, a third-party survey firm, Ipsos, contacts a random sample of tenants who have recently had maintenance work done in their home to invite them to provide feedback on the quality and timeliness of the work and whether the service interaction was courteous and respectful.

TCHC has tested this type of spot survey in 77 communities during the past two years. Results show that the surveys are a highly effective way to get immediate feedback from tenants to identify service gaps and opportunities to improve.


"I was on vacation when someone came to fix my bathroom, but when the supervisor came around to inspect it, he wasn't satisfied with the work. So he asked the contractor to come back and redo the [floor] tiles. By the time I came back from vacation, my bathroom was well done. I was happy with what was done and now I have more confidence in the program." — Resident, Jane and Firgrove

TCHC is working to become more tenant-centric, improve our operations and be more responsive to our tenants. The Closing the Loop program is an effective way to measure satisfaction with maintenance work in tenants' homes. It also gives tenants a voice in the quality of the services that Toronto Community Housing provides.

How Closing the Loop works​



A telephone handle Step 1: Call the Client Care Centre at 416-981-5500 to request maintenance work.

​​A person with headphonesStep 2: We will answer your call and confirm your home address.

A notepadStep 3: We will give you an EasyTrac reference number. This is your personal reference number. Use the number when you follow up on your request. Keep this number handy.

ToolsStep 4: Toronto Community Housing staff or a contractor will be sent to your home. This can take up to a week. You will receive a 24-hours' notice before we enter your home. Remember to check for identification (I.D.) before staff or a contractor enter your home.

A person with headphonesStep 5: We will call you to make sure that the maintenance work was done right and that you received courteous service.​​

​For more information about this program, send an email to ctl@torontohousing.ca or call the Client Care Centre at 416-981-5500.​