What Is a Service Request?
A service request is made by a tenant when they need help with maintenance- or non-maintenance-related issues. Examples of maintenance-related service requests include help with fixing plumbing issues, damaged windows, or pest control. Examples of non-maintenance-related service requests include help with referrals to health and community agencies, or help with tenancy matters like arrears, transfer requests, and annual rent reviews.
How Can I Make a Service Request?
To make a service request, you can either contact your building staff or the Tenant Support Centre.
Contacting Building Staff
Your building’s Superintendent and Custodial Maintenance Person are available to help you with any maintenance-related service requests. For help, you can visit them at their office during scheduled hours, or call them. Their phone numbers and office hours are available on your building’s Rent Safe (blue) bulletin board. You may also wish to fill out a work-order form, which you can get a copy of from the building office.
Your building’s Seniors Services Coordinator is available to help you with any non-maintenance-related service requests or inquiries. You can contact them by phone or email or visit them at their office during scheduled hours. Contact details and office hours are available on your building’s Rent Safe bulletin board.
Contacting the Tenant Support Centre
The Tenant Support Centre is available 24 hours a day, every day, to help address service requests and respond to inquiries. You can contact the Tenant Support Centre at 416-945-0800 or support@torontoseniorshousing.ca.
If you have left a voice message or sent an email, the Tenant Support Centre will get back to you within two business days and let you know what actions will be taken to resolve your service request. You will also be issued a reference ticket number which you can use to contact the Tenant Support Centre to check in on the status of your service request.
What Is a Complaint?
A complaint is different from a service request. A complaint can be made if you have not been able to reach out to building staff for assistance with a service request or have not received a response from the Tenant Support Centre within two business days of contacting them. You may also make a complaint if you have not been able to get clarity on the status or outcome of a service request from building staff or the Tenant Support Centre. To make a complaint, you can reach out to the Toronto Seniors Housing Solutions Team.
How Can I Make a Complaint?
The Toronto Seniors Housing Solutions Team is responsible for managing the complaints process, working to resolve tenant complaints in a fair, efficient and transparent manner.
If you have not been able to get in touch with building staff or the Tenant Support Centre, or have not received enough information about the status or outcome of a service request, you may contact the Solutions Team at 416-945-0888 or at solutions@torontoseniorshousing.ca
The Solutions Team will investigate your complaint and identify the appropriate staff to resolve it. They will contact you within two business days with the steps that will be taken to resolving your complaint. You can continue to use your reference ticket number issued to you by the Tenant Support Centre to check in on progress.
The Solutions Team’s decisions are considered final at Toronto Seniors Housing. If you would like more support, you may contact the Ombudsman.
For more information please review the Interim Procedure for Tenant Complaints.
