TCHC has implemented all our recommendations to strengthen its tenant human rights complaints process
Toronto Community Housing Corporation (TCHC) tenants now have a clearer, fairer way to raise human rights concerns. TCHC has implemented all 14 recommendations from our 2023 investigation into how it handles tenant human rights complaints, and Ombudsman Kwame Addo is satisfied they have been implemented. Ombudsman Toronto commends TCHC for its sustained commitment and cooperative approach throughout the implementation process.
Why we investigated
Tenants told us they had human rights concerns and were worried that TCHC did not have a system in place to address them. Our investigation found that TCHC was giving tenants incorrect and misleading information, including referring them to a human rights office that had not been active for years. Its policies had not kept up with changes to Ontario’s human rights system, and its staff were not trained to respond to human rights concerns.
What has changed for tenants
With TCHC having implemented all 14 recommendations from the report, tenants now have access to:
- A formal complaints procedure built on good practice, including confidentiality, timeliness and clear findings, so complaints are handled more consistently and fairly
- Clearer steps for how to make a human rights complaint, including when a tenant wants to request that TCHC reconsider a decision
- Staff trained to recognize and respond appropriately to human rights complaints and concerns, whether raised formally or informally by tenants
- Accurate, up-to-date information on TCHC’s website, including how TCHC is committed to fostering an environment free of discrimination and harassment
Still have concerns?
If you have been through TCHC’s process and still have concerns, contact our team at 416-392-7062 or ombudsman@toronto.ca. You can also complete our online complaint form.
Learn more
Read our original investigation report from 2023.
Visit TCHC’s website to learn more about tenant human rights complaints.