Focus group summary report

Tenant Communications Focus Group Report Building and community information May 2025

Table of contents

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Introduction

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Focus group overview

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Our goals

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What we did

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Poll results

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Themes Communication gaps Accessibility and digital options Maintenance request challenges Staff interaction and visibility

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Recommendations Short-term Long-term

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Next steps

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Contact information

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Introduction In March and April 2025, Toronto Community Housing (TCHC) held two online focus groups with tenants. These sessions are part of a plan to improve how we share information in all types of TCHC buildings.

Tenants who could not attend the sessions completed an online survey.

During the sessions, tenants shared how they currently get building information and how they would like to receive it in the future. They shared what’s working well and what can improve. They also talked about missed or late notices, trouble with getting updates about repairs, and barriers for people with disabilities.

This report includes feedback collected through the sessions and the survey. It also lists short- and long-term ideas based on feedback.

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Focus group overview TCHC hosted two virtual sessions on the following dates: Tuesday, March 18, 2025, from 6 to 8 p.m.

Wednesday, April 2, 2025, from 6 to 8 p.m.

Each session included live polls, open discussion, and breakout exercises in small groups. 97 tenants participated in total: 42 tenants joined the virtual focus groups on Microsoft Teams.

55 tenants responded to a follow-up survey.

Participants represented different building types and neighbourhoods.

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Our goals We wanted to: Understand how tenants currently receive information in their buildings.

Learn how tenants want to receive information.

Explore why tenants do not receive timely information.

Discuss possible improvements based on real-life experiences.

Collaborate with tenants and build trust.

What we did The format for each session included: Polls: Seven questions with multiple choice answers.

Breakout exercises: Small group discussions with two scenario-based questions.

Open discussion: Throughout the sessions, participants shared their own stories and ideas.

We sent a survey with the same polls and breakout questions to all tenants who registered but could not attend. This report includes those results.

Poll responses are anonymous.

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Poll results Current (%)

Preferred (%)

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to Ne Em ig hb ai l/ ou Ne rs w sl et te r/ So ci al M ed ia

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Po st er s

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Poll questions asked tenants about how they currently receive building updates, and how they would like to receive them. The results show that tenants are interested in faster, more direct formats like text and email alerts. Tenants would also like to continue to receive information through building posters.

Top current methods: Building posters – 57 per cent Talking to neighbours – 37 per cent TCHC email, newsletter, or social media – 29 per cent Top preferred methods: Text and email alerts – 51 per cent Notices delivered to unit doors – 50 per cent Building posters – 53 per cent TCHC should use multiple channels to send more timely, personal information and to be more inclusive.

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Themes Communication gaps Tenants across building types reported inconsistent or delayed information. Some notices arrived too late or not at all. This includes notices about elevator repairs or water shutdowns. In townhouses and walk-ups, tenants reported they often don't receive notices. In these building types, there are no elevators or lobbies with bulletin boards.

“We’re in a townhouse. There’s no lobby. We don’t get anything. We rely on neighbours.”

Tenants shared concerns about outdated posters, poorly placed signage, and faded print-outs.

Accessibility and digital options Tenants want communication to be inclusive and accessible. Visually impaired residents requested larger fonts and high contrast images. Tenants who use wheelchairs and scooters commented that they cannot read notices in lobbies if posted too high on the wall or above the bulletin board.

Tenants want to receive information through digital channels: Text message alerts can deliver time sensitive updates.

Emails should have clear subject lines and summaries.

Provide translated notices for multilingual buildings.

Central bulletin boards are not possible in townhouse communities. Tenants suggested sending mailbox flyers or door-to-door distribution instead.

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Maintenance requests People shared that communications about maintenance work does not always happen.

Sometimes requests are marked “complete” before the work is fully addressed. Others noted they needed to follow up many times to get updates. There is currently no easy way to track the status of a request.

“If I could just punch in a code and hear if it’s done or not, that would save hours.”

Tenants suggested: A digital tracking system for real-time updates on tickets A phone-in system with automated messages for non-digital users Get confirmation from tenants before closing maintenance requests

Staff interaction and visibility 11 per cent of participants said they do not know who their assigned TCHC staff are. Contact lists are often missing, outdated, or difficult to find. This creates confusion in urgent situations or when trying to help neighbours.

Tenants suggested: Put updated staff directories on each floor or in main areas Create posters or handouts to introduce new staff members Schedule “meet your staff” community meetings Be visible during building walk-throughs Tenants shared that face-to-face engagement is a good way to build trust and reduce communication gaps.

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Recommendations We have developed short- and long-term actions based on tenants' suggestions and feedback. The table below shows each action and how we will make it happen. The Notes column provides more detail.

Short-term (0–12 months) Action checklist Launch email/text alert system

How we’ll make it happen Collect tenant contact information Use TCHC’s SMS and email tools Pilot program with smaller group

Notes Start with small-scale test in one building before rolling it in phases to more communities.

Tenant opt-in required.

Audit and replace bulletin boards

Survey buildings Identify missing or damaged boards Install replacements

Design posters with larger fonts and in multiple languages

Update current poster templates This action will support Partner with translation services TCHC’s accessibility Use high-contrast visuals goals.

Create a building poster checklist

Define delivery responsibilities for staff Verify staff make regular poster changes Track posters with sign-off sheets

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This action is part of ongoing facilities review.

It is a low-cost update.

Strategic Communications is working on this as part of our current building audit project.

Long-term (12+ months) Action checklist

How we’ll make it happen

Notes

Create an online portal for notices, requests, and contacts

Upgrade current This action needs funding and maintenance tools time for vendor selection.

Make sure platform is userfriendly This action has the potential for high impact.

Continue to host focus groups each year

Schedule sessions each year Compare results over time Use feedback to improve tools

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Feedback helps with long-term communication goals.

These groups increase transparency.

Next steps TCHC will host two more tenant focus groups in the summer and fall in 2025.

These sessions will help TCHC learn more about communications needs from tenants and areas where we can support or improve.

Look out for posters, emails, and text messages about these sessions and how to take part in the coming weeks. Sign up to receive emails and text messages at torontohousing.ca/email-update.

Contact information Please contact Zaira Shall-Hoeber at Zaira.Shaal-Hoeber@torontohousing.ca for any questions or to share any additional feedback.

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Call 416-981-5500 to request a copy of this report in an alternate language or format.