On March 17, 2020, Ombudsman Toronto, led by Ombudsman Susan E. Opler, released a report titled “Toronto Community Housing Corporation (TCHC) Complaint Trend Data and Related Recommendations”. The Toronto Community Housing Corporation, or TCHC, is a social housing agency that owns and manages subsidized housing properties in Toronto.

The report called for the need for TCHC to do more to address resident concerns around safety and maintenance issues.

Two major conclusions were drawn from the Ombudsman’s report. First, complaints sent to Ombudsman Toronto were mostly premature--that is, tenants hadn’t exhausted the TCHC internal complaint system before directing their issues to Ombudsman Toronto. Second, TCHC often refuses to communicate or poorly communicates with tenants about their issues. It’s evident that TCHC’s lack of clear and timely communication left residents frustrated, making them turn towards Ombudsman Toronto as a last resort.

To combat these problems, the Ombudsman made two recommendations. The TCHC management board should take steps to publicize its internal complaint system to tenants, staff, and members of the public. In addition, all employees should receive training on how to properly communicate with residents in a “transparent, fair, and timely way”. The board was given until the end of the year to implement these changes. TCHC CEO Kevin Marshman responded to the report, promising to publicize the complaint process with an improved website and posters about in all buildings.

In response to Marshman’s plan, Ombudsperson Opler said: “It’s too early to know how effectively TCHC will follow through on our recommendations, and whether their efforts will result in fewer complaints to Ombudsman Toronto and better service to tenants. Time will tell and we will be watching.”

By Chloё Nguyen-Drury
(Chloe is a youth journalist with the FOCUS Media Arts Centre)