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Toronto Seniors Housing is committed to delivering quality services to our tenants. All employees are expected to meet established standards of service delivery and respond promptly to tenants and other stakeholders when concerns are raised. We encourage you to express your concerns or complaints in one of the many ways available.

The Solutions team

If you have a complaint about service or the conduct of a fellow tenant, you can contact the Solutions team that acts on behalf of Toronto Seniors Housing. The Solutions team manages our complaints process, working to quickly resolve tenant complaints in a fair, efficient and transparent manner.

What is a complaint?

The complaints process is available to tenants if they feel that the normal interactions that occur between tenants and staff have not met their needs or addressed their issues.

A complaint is different from a service or maintenance request or an administrative inquiry. Service requests or other inquiries related to your building, your unit or your community should first be directed to the staff at the local office or the Tenant Support Centre. Our Tenant Support Centre can be reached 24 hours a day, 7 days a week by calling 416-945-0800 or sending an email to support@torontoseniorshousing.ca. Your request will be directed to an appropriate staff member who will attempt to resolve it within five business days.

If you are unable to get a resolution within five business days from when you reported the issue or you are unsatisfied with the response or the service you received, you can then proceed with filing a complaint with the Solutions Team.

How do I report a complaint?

The complaints process is not intended to replace the normal interactions that occur between tenants and staff, and it is not intended to be used prior to an issue first being raised with appropriate local office staff or the Tenant Support Centre.

1. If local staff or the Tenant Support Centre are unable to resolve your concern and you would like to escalate the issue, you may do so by making a complaint with our Solutions team, either by phone at 416-945-0888 or by email at solutions@torontoseniorshousing.ca.

2. The Solutions team will acknowledge receipt of your complaint within one business day. In the event the complaint cannot be resolved immediately, the Solutions team will advise you of the anticipated timeline. In all cases, tenants will be informed of the outcome of decisions, and where applicable, any additional actions to be taken by Toronto Seniors Housing to resolve the complaint.

3. Decisions issued by the Solutions team are considered final. If you disagree with the outcome of a decision, you may contact Ombudsman Toronto by phone at 416-392-7062 or by email at ombudsman@toronto.ca.