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.


Results

The Closing the Loop program gives tenants a voice to provide feedback on their satisfaction with the routine repairs that are done in their home.

Tenants are contacted by telephone within five to seven days after a repair has been completed in their home. Tenants are asked to rate the quality of the repair and the level of respect shown by the staff member or contractor carrying out the work.

Should work be reported as poor or incomplete, this provides the opportunity for a quick resolution and improved tenant experience by dispatching resources to fix the problem.

Listed below are the survey results since the program was expanded in March 2018 to cover the full Toronto Community Housing portfolio.

Quality of the repair work: 93% overall satisfaction

  • 95% of senior-aged tenants (59+) are satisfied with the quality of the repair work
  • 91% of tenants who live in direct-managed buildings are satisfied with the quality of the repair work
  • 78% of tenants who live in contract-managed buildings are satisfied with the quality of the repair work

Satisfaction with the staff member or contractor who completed the repair: 95% overall satisfaction

  • 96% of senior-aged tenants (59+) are satisfied with the level of courteousness and respect shown by the staff member or contractor while completing the repair
  • 94% of tenants who live in direct-managed buildings are satisfied with the level of courteousness and respect shown by the staff member or contractor l while completing the repair
  • 85% of tenants who live in contract-managed buildings are satisfied with the level of courteousness and respect shown by the staff member or contractor while completing the repair

Timeliness of the repair:

  • 64% of the repairs were completed at the time tenants were called to complete the Closing the Loop survey. This indicates that not all routine maintenance repairs are being completed within the five-day service standard. 

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.​