Draft Tenant Charter

Draft Tenant Charter

​​Below ​is the latest draft of our tenant charter. Read more about how the draft was created​. If you have any questions or comments to share about this draft, we ask that you share it by calling 416-981-5500 or emailing help@torontohousing.ca​ by January 31, 2016.

Draft tenant charterThe purpose of the tenant charter is to communicate Toronto Community Housing's service commitments and sets out accountabilities for tenants and employees.

Everyone working at, living in or visiting Toronto Community Housing shares the responsibility of maintaining a culture of respect, safety, equity and inclusiveness. 


All employees will:
  • Provide respectful, professional and courteous service at all times
  • Listen to and acknowledge issues and concerns raised by tenants
  • Communicate in a clear and open manner

All tenants will:

  • Communicate and interact  with all persons who live and work at Toronto Community Housing in a polite and courteous manner


All employees will:
  • Support our mission to provide clean, safe, well-maintained, affordable homes
  • Make information about service standards and processes for addressing service requests or complaints readily available
  • Take ownership and update tenants on the status of their request or complaint according to the applicable service standard
  • Hold service providers working on Toronto Community Housing properties accountable
  • Take appropriate tenancy management action to address illegal activity and anti-social behaviour on Toronto Community Housing property
  • Provide language translation at Tenant Engagement meetings upon request

All tenants will:

  • Be transparent and accountable when they represent other tenants via the Tenant Engagement system
  • Maintain their own units, keep common spaces clean and be responsible for the conduct of guests and all pets they bring into the community
  • Report safety issues and/or hazardous conditions to staff


All employees will:
  • Support community engagement by sharing opportunities to participate in activities that help create healthy communities
  • Promote and communicate greener and more environmentally friendly activities
  • Provide access to common spaces in a fair and equitable manner
  • Work collaboratively with community partners and provide relevant information to tenants to maintain successful tenancies within the bounds of all applicable laws 
  • Ensure tenants have the opportunity to vote for position(s) in Toronto Community Housing's Tenant Engagement system

All tenants will:

  • Have the opportunity to participate in meetings community activities, take a leadership role in organizing local initiatives and represent the needs and wishes of their communities, if they wish to do so


All employees will:
  • Work to earn, develop and maintain trust of tenants through honest, accountable, and transparent service delivery
  • Provide service in an unbiased and equitable manner
  • Promote an environment of inclusiveness dignity and respect
  • Show commitment and dedication to any task being undertaken

All tenants will:

  • Support an environment of inclusiveness, dignity and respect


Toronto Community Housing is and will continue to be committed to providing accessible service to all persons - including those with disabilities. This includes complying ​with the Accessibility for Ontarians with Disabilities (AODA) Act and Ontario Human Rights Code and Toronto Community Housing's Accessibility Policy, Accessible Customer Service Policy, Accessibility in the Built Environment Policy, and Relocation Policy.