Complaints

Complaints

​Toronto Community Housing is committed to providing tenants with a positive customer service experience focussed on well-maintained buildings, respectful interactions with staff and robust communication about issues relating to their building and community.  All Toronto Community Housing employees are expected to meet established standards of service delivery and respond promptly to tenants and other stakeholders when concerns are raised.

As announced in September, TCHC is in the midst of an organizational restructuring that will add frontline resources and provide tenants with better, faster service and support. During this transitional period, our complaints process will be evaluated and may evolve as required to best support a tenant-focused service delivery model.

Service requests or other inquiries related to your building, your unit, your tenancy or any other Toronto Community Housing issue should first be directed to local TCHC staff or the Client Care Centre. Our Client Care Centre can be reached 24 hours a day, 7 days a week by calling 416-981-5500 or sending an email to help@torontohousing.ca.

Staff will log your request into Easytrac and provide you with an Easytrac reference number. Your request will be directed to appropriate staff who will attempt to resolve it within five business days.

 

Tenant Complaints Process

In the normal course of business, there will be occasions where tenants feel that they have not received adequate service, or have concerns that need to be further addressed by Toronto Community Housing. As part of our commitment to delivering quality services to tenants, Toronto Community Housing has implemented a Tenant Complaints Process to deal with such concerns.

The complaints process is not intended to replace the normal interactions that occur between tenants and staff, and is not intended to be used prior to an issue first being raised with appropriate staff.

  1. If local staff or the Client Care Centre are unable to resolve your concern and you would like to escalate the issue, you may do so by making a complaint with our Solutions team, either by phone at 416-981-6000 or by email at solutions@torontohousing.ca. Please note: you will need to provide Solutions with an Easytrac reference number in order to register your complaint.

  2. The Solutions team will acknowledge receipt of your complaint within two business days. In the event the complaint cannot be resolved immediately, Solutions will advise you of the anticipated time it will take to investigate the complaint and issue a decision. In all cases, tenants will be informed of the outcome of decisions, and where applicable, any additional actions to be taken by Toronto Community Housing to resolve the complaint.