Tenant charter survey

Tenant charter survey

​​​​​A survey asking residents for feedback on customer service and a tenant charter was open on Survey Monkey from December 2015 to May 6, 2016


A total of 115​ surveys were completed.​

A summary of the survey results can be found below

1: How important are these attitudes when we provide service to you?


Responses: 115


​​Answer Choices: ​Not Important  ​Neutral ​Very Important
​Respectful​0%​2%​98%
​Responsive​0%​2%​98%
​Accountable​1%​6%​​93%
​Good Listener​0%​7%​93%
​Caring/Empathetic​1%​9%​90%

​​ 2: What is important to you about how we resolve your request?​

Responses: 115



​​Answer Choices ​Not Important ​Neutral ​Very Important
​A1: That the request is resolved in one step​7%​37%​56%
​A2: That the request is done when we say it will be done.​2%​9%​89%
​A3: That staff take ownership of a problem​2%​8%​90%
​A4: That we admit to any mistakes and be quick to find a solution​0%​12%​88%
A5: That the request is completed on time​1%​18%​81%
A6: That I am kept informed about the process, including next steps​1%​7%​92%
A7: That the service I recei​ve is good quality​0%​1%​99%
​A8: That the request is recorded (i.e. given an EasyTrac tracking number)​1%​8%​91%

3: How important are the following in communicating about our services?

Responses: 115




​Answer Choices: ​Not Important ​Neutral ​Very Important
A1: Tell me about the changes that affect me/my unit/my building​0%​1%​99%
​A2: Provide information on the status of my request​0%​11%​89%
A3: Explain the next steps for my request​1%​9%​90%
A4: Inform me about opportunities to be involved in decision making​1%​16%​83%
A5: Inform me about Toronto Community Housing news and decisions​1%​19%​80%

4: How can we make services easier to access for you?

Please rank the choices below in order of importance


Responses: 115



​​Answer Options: ​​​ ​ ​ ​ ​ ​Ranking
​1​ ​2 ​3 ​4 ​5 ​6
​A1: Provide more services at Operating Unit and Property Management offices​37%​24%​20%​3%​7%​8%
​A2: Provide services online​16%​29%​20%​13%​11%​11%
A3: Provide services on evenings and weekends​30%​15%​23%​13%​13%​5%
​A4: Provide services in the language of a resident's choice​11%​25%​15%​13%​19%​17%
A5: Offer automated or self-serve options (e.g. through the Client Care Centre)​10%​17%​15%​17%​17%​25%
A6: Help residents better understand the services available in the community​26%​20%​26%​10%​9%​10%

5: Which words best describe your vision for a resident charter?


Please check the words that are most important to you.


Responses: 115




​Answer Options:​​ ​ ​ ​ ​ ​Ranking
1 ​2 ​3 ​4 ​5 ​6
​Clear​48%​20%​20%​6%​3%​2%
​Timely​32%​38%​17%​5%​5%​3%
​Language of Choice​27%​6%​6%​8%​12%​42%
​Useful​9%​41%​26%​9%​13%​2%
​Frequent​8%​14%​24%​27%​18%​10%
​Simple​8%​10%​30%​16%​20%​16%

6: How can we make services easier to access for you?


Please rank the choices below in order of importance

 

​Answer Choices​ ​Responses
​Fairness​77%
Equity​65%
​Diversity​46%
​Accessible​67%
​Engagement​49%
​Communication​76%
​Quality​65%
​Responsiveness​71%
​Accountability​77%
​Respect​77%
​Privacy​56%