Improved Transparency in TSHC’s Communication to Senior Tenant

What Happened

Frank lives in a Toronto Seniors Housing Corporation (TSHC) building. He complained that a TSHC employee had harassed him, and believed TSHC had not taken action in response to his complaint. He expressed frustration about being restricted from accessing areas of his building.

What We Did

Our office reviewed TSHC’s handling of the complaint and found that while TSHC had investigated Frank’s complaint, their communication with him lacked sufficient detail. TSHC did not provide Frank with enough information to understand the process TSHC followed, the outcome of his complaint, or the reasons for that result. We acknowledge some human resources matters must stay private; while TSHC must comply with legal and privacy requirements, residents should receive clear explanations of what was done and why.

We suggested that TSHC improve their outcome letters by including:

• A brief summary of the complaint

• The process and steps taken by TSHC

• A clearly communicated decision or outcome, including any findings made, subject to legal/privacy requirements

• The reasons for the decision or outcome

• Options for the complainant if they wish to dispute the decision

• Any appropriate resources or supports available to the complainant, including relevant referrals

The Result

TSHC accepted our suggestions. A manager informed us that TSHC will determine how they can support staff with standardized letters and templates to guide responses to tenant complaints.

Why This Matters

Transparency means clearly communicating how a complaint is handled and explaining the reasons for the outcome as fully as possible, even when some details must be withheld due to privacy concerns. Our work made systemic improvements that will benefit other TSHC tenants in the future.