What we do
Our role is to review all files in which:
- The resident is a senior or vulnerable person,
- Is at risk of losing their RGI subsidy,
Is facing the risk of eviction for not paying rent (arrears).
For loss of subsidy files, our office will review whether Toronto Community Housing staff correctly applied the relevant legislation, policies and procedures when issuing a Notice of Loss of Subsidy. Where problems are identified by the OCHE, the Commissioner will work with Toronto Community Housing on what actions need to be taken to address those problems.
For arrears files, our office will review whether Toronto Community Housing staff correctly applied the eviction prevention policies and procedures, with the goal of exhausting all reasonable solutions in order to save tenancies. The Commissioner of Housing Equity will make a decision about whether an arrears file should be forwarded to the Landlord and Tenant Board.
Working with partners
Our office is a resource to Toronto Community Housing and its Board of Directors in terms of advising them on whether policies and procedures are effective and manageable for staff. We focus on affecting positive change and ensure fairness and transparency.
We will work closely with staff and with a wide range of Toronto Community Housing stakeholders: community legal clinics and social agencies, including CAMH, the City of Toronto, and the City of Toronto Ombudsman.
Want to learn more about the OCHE?
Frequently Asked Questions (FAQ)
- Q: Who does the Commissioner’s Office consider to be a “senior”?
- A: A resident is considered a “senior” at Toronto Community Housing if they are 59 years or older.
- Q: Who does the Commissioner’s Office consider to be “vulnerable”?
- A: Toronto Community Housing has adopted the City of Toronto’s definition of “vulnerability”. Details of this definition, and how TCHC applies it, can be found in TCHC’s Vulnerability Definition Policy and Vulnerability Operational Guideline.
- Q: I am a senior Toronto Community Housing resident being evicted for arrears. Can the Commissioner’s Office help me?
- A: Yes. Before Toronto Community Housing is allowed to proceed to the Landlord and Tenant Board to evict a senior resident, the Commissioner’s Office will review the file and attempt to resolve the arrears. We only review the files of senior and vulnerable residents facing evictions due to arrears. We do not review files of persons being evicted for other reasons. If you are a senior or vulnerable resident facing eviction due to arrears, you can call us at 416-632-7999 or email email@example.com.
- Q: Can the Commissioner’s Office help me with my maintenance issues?
- A: No. For all issues related to property or maintenance, residents should call the Client Care Centre at 416-981-5500.
- Q: Can the Commissioner’s Office help me to lower my rent?
- A: No. The Commissioner’s Office does not have jurisdiction to change how rent is charged. If you are concerned that your RGI rent has not been calculated properly, you can appeal the calculation to the RGI review body. Contact your Tenant Services Coordinator to get the form to request a review of your rent calculation or get the Request for Rent Geared to Income (RGI) Review Form [PDF] online.
Obtaining RGI subsidy
- Q: I am paying market rent, but I would like an RGI subsidy. Can the Commissioner’s Office help me?
- A: If you have been paying market rent in your unit for over five years, you can apply for an InSitu subsidy in your current unit. Please contact your Tenant Services Coordinator at your Operating Unit for more information.
- Q: I would like to transfer to another unit. Can the Commissioner’s Office help me transfer?
- A: No. If you would like to transfer units, speak to your Tenant Services Coordinator about filling out a transfer request form. If you would like to transfer due to medical reasons or feel your safety is at risk, there are secondary forms that the Tenant Services Coordinator can also provide to you. For more information on transfers see the Tenant Transfer section on the Toronto Community Housing Website.
- Q: I am on the transfer waiting list and want to know when I will be transferring to another unit. Can the Commissioner’s Office help me?
- A: No, if you have been approved for a transfer and want to know the status of the request please contact your Tenant Services Coordinator at your Operating Unit or contact the Client Care Centre at 416-981-5500.
- Q: I have a complaint about my neighbour. Can the Commissioner’s Office help me?
- A: No. If your neighbour is bothering you, please call Toronto Community Housing's Community Safety Unit (CSU) at 416-921-2323 or Client Care Centre at 416-981-5500.
Do what’s right
- Q: My neighbor is subletting their apartment and I know this is against Toronto Community Housing policies. If I suspect fraud is occurring at Toronto Community Housing who do I report it to?
- A: Toronto Community Housing has a Fraud Prevention hotline. You can reach it at 1-877-993-6744 or online at https://www.tnwgrc.com/torontocommunityhousing/.
Do you have a question?