Survey highlights

(Scores that have changed by 4% or more between 2024 and 2026 are considered a meaningful change in sentiment.)

Overall, tenants feel positive about TSHC services:

• 79% of tenants are generally happy with services provided by TSHC, compared to 80% in 2024.
• 79% are proud to be tenants at TSHC compared to 82% in 2024
• New data shows that 59% of tenants are likely to promote TSHC to other seniors who are considering joining a waitlist. Compared to 17% of detractors, the results generate a Net Promoter Score of 42 which is a good score according to industry standards.

Tenants also still feel positive about many other aspects of living at TSHC such as maintenance (83% compared to 85% in 2024) and cleanliness (85% compared to 86% in 2024).

Among areas that were previously identified for improvement:

• Tenants are slightly happier with the information they receive to access services and supports but there is considerable room to build on these gains.
• Among those tenants who participate in building programs and activities, many are happy with what is on offer while among those who don’t participate, many are happy without participating. There is however room to engage a segment of tenants who may be interested in participating but either don’t know what activities are on offer or don’t have programs in their buildings that they want.
• Staff responsiveness, including the quality of response to service requests and pest treatments, requires continued attention.