Responding to feedback from both tenants and the City of Toronto, the Toronto Community Housing Corporation (TCHC) has announced a range of tenant service enhancements and capital renewal plans for 2018.
Further to the 2017 Ipsos tenant survey results and the City’s 2017 Tenants First report, TCHC says it will continue to improve the quality of its homes, invest a record $300 million in major capital renewal, implement an enhanced fire life safety program, and introduce a new tenant service framework.
The corporation also says it will focus on meeting tenant expectations around well-maintained buildings, respectful interactions with staff and contractors, and being kept informed about all issues relating to their buildings and neighbourhoods.
“Our goal is to make TCHC a more tenant-centric, responsive and accountable social housing provider, and an organization the entire city can be proud of,” said Kathy Milsom, TCHC’s President and CEO. “The 2017 tenant survey found that tenants feel our service delivery is improving in most areas. There is more we need to do, but we are headed in the right direction. We are committed to building a positive work environment and a culture dedicated to delivering responsive service, greater accountability for results, and continued improvement of our operating and financial performance.”
TCHC will conduct its tenant survey annually, beginning in 2018. Milson says they will also be conducting spot surveys periodically in order to gain real-time insights into how to provide better service and community supports to tenants.
In 2018, TCHC will invest $300-million in building capital renewal, an increase of $50 million to its budgets of $250 million in both 2017 and 2016. This record level of investment will enable TCHC to accelerate its efforts to repair buildings, improve living conditions for tenants, and ensure the City’s stock of social housing is maintained.
Building off its 2017 efforts, enhanced fire life safety in TCHC buildings will continue into 2018, with tenant awareness and education being made a priority, along with more proactive fire life safety inspection and audit programs.
In addition, the new tenant service framework will target improved tenant engagement and communications as a key goal for 2018..