Tenant engagement: Building and maintaining relationships

A group of people sitting in a circle with face masks on, two people are bumping elbows.

Through tenant engagement, TCHC aims to create vibrant communities that tenants are proud to call home.

TCHC is committed to establishing, building and maintaining relationships with tenants and providing an effective tenant engagement system that enables more tenants from all communities to get involved.

One of the key activities undertaken by the Tenant Engagement System (TES) team in 2021 was the continued rollout of the Tenant Election process with the goal of establishing tenant leadership in all TCHC communities.

Tenant Engagement continued through the COVID-19 pandemic

Despite the unprecedented challenges caused by citywide lockdown due to the Covid-19 pandemic, local engagement frontline teams from all regions continued to engage tenants and encourage them to participate in the elections process at every phase. The persistent outreach by our frontline staff resulted in the following:

  • A total of 24,950 tenants were directly engaged through flyers, emails, phone calls, and door knocking.
  • 375 Tenant meetings, mainly virtual info sessions and open calls were held.
  • 1,905 tenants participated in various tenant meetings.

Since the elections started, 442 Community Representatives were elected and 1,423 Building/Townhouse Committee Members have started meeting. Overall, 257 communities have tenant leadership that can effectively engage TCHC on key decisions that are important to their communities. At the hub level, 77 out of 88 hubs now have tenant leadership in place.

Service Quality Indicators (SQI) and in-suite repair processes

Selecting Community Representatives is important to achieving vibrant communities and bringing about a positive tenant experience. As part of their role in the Tenant Engagement System, Community Representatives fill out an annual SQI survey to provide feedback on the quality of the service in their buildings under the four service pillars: cleaning, maintenance, tenancy management, and community safety and support. The results of SQI surveys help TCHC better understand the different priorities of each community. In 2021, we facilitated the completion of SQIs by Community Representatives in 118 communities, mainly in buildings in the family portfolio.

In Spring 2021, we organized a consultation to better understand the tenant experience with the current in-suite repair process. The consultation was carried out in two parts: an online survey and an online focus group. Feedback from the consultation has been compiled and developed as recommendations to improve the in-suite repair process.

How tenant feedback become actions

In April 2021, we launched Community Action Plans (CAP) revalidation in communities with tenant leadership in place.

To support CAP, Tenant Action Funds (TAF) were created to provide resources to tenants and tenant-led groups to fund projects and initiatives that will respond to tenant-identified priorities. We established four Tenant Action Funds Tables (one in each region and one for the seniors portfolio) to help approve Tenant Action Funds applications.

Thank you to our tenants who continue to engage with us and participate in the Tenant Engagement system across TCHC communities despite the challenges caused by the COVID-19 pandemic.

Read about two of TCHC’s tenant representatives, India Adjei and Rob Bezanson.

Through tenant engagement, TCHC aims to create vibrant communities that tenants are proud to call home.

TCHC is committed to establishing, building and maintaining relationships with tenants and providing an effective tenant engagement system that enables more tenants from all communities to get involved.

One of the key activities undertaken by the Tenant Engagement System (TES) team in 2021 was the continued rollout of the Tenant Election process with the goal of establishing tenant leadership in all TCHC communities.

Tenant Engagement continued through the COVID-19 pandemic

Despite the unprecedented challenges caused by citywide lockdown due to the Covid-19 pandemic, local engagement frontline teams from all regions continued to engage tenants and encourage them to participate in the elections process at every phase. The persistent outreach by our frontline staff resulted in the following:

  • A total of 24,950 tenants were directly engaged through flyers, emails, phone calls, and door knocking.
  • 375 Tenant meetings, mainly virtual info sessions and open calls were held.
  • 1,905 tenants participated in various tenant meetings.

Since the elections started, 442 Community Representatives were elected and 1,423 Building/Townhouse Committee Members have started meeting. Overall, 257 communities have tenant leadership that can effectively engage TCHC on key decisions that are important to their communities. At the hub level, 77 out of 88 hubs now have tenant leadership in place.

Service Quality Indicators (SQI) and in-suite repair processes

Selecting Community Representatives is important to achieving vibrant communities and bringing about a positive tenant experience. As part of their role in the Tenant Engagement System, Community Representatives fill out an annual SQI survey to provide feedback on the quality of the service in their buildings under the four service pillars: cleaning, maintenance, tenancy management, and community safety and support. The results of SQI surveys help TCHC better understand the different priorities of each community. In 2021, we facilitated the completion of SQIs by Community Representatives in 118 communities, mainly in buildings in the family portfolio.

In Spring 2021, we organized a consultation to better understand the tenant experience with the current in-suite repair process. The consultation was carried out in two parts: an online survey and an online focus group. Feedback from the consultation has been compiled and developed as recommendations to improve the in-suite repair process.

How tenant feedback become actions

In April 2021, we launched Community Action Plans (CAP) revalidation in communities with tenant leadership in place.

To support CAP, Tenant Action Funds (TAF) were created to provide resources to tenants and tenant-led groups to fund projects and initiatives that will respond to tenant-identified priorities. We established four Tenant Action Funds Tables (one in each region and one for the seniors portfolio) to help approve Tenant Action Funds applications.

Thank you to our tenants who continue to engage with us and participate in the Tenant Engagement system across TCHC communities despite the challenges caused by the COVID-19 pandemic.

Read about two of TCHC’s tenant representatives, India Adjei and Rob Bezanson.

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