Page 11 - Building a Stronger Foundation | CHC Annual Report 2022

Tenant Services Portfolio: A new focus on customer service and the

tenant experience

In 2022, the Operations and Corporate Services portfolios were reorganized to create
the Tenant Services portfolio. This reorganization amalgamated district managers with
community relations workers, and was spearheaded by CHC’s new Chief Tenant Services
Officer. This reorganization has brought with it a new focus on customer service and
tenant experience, and brought forth changes in staffing, along with redefining and
optimizing internal processes.

This change has really improved our engagement with tenants. As of 2023, 83% of our
tenants are in good standing, up from 73% in 2021. In 2022, CHC filed for 49 evictions, six
of which were later cancelled. Overall, eviction rates are down 18% from 2021. Over the
past year, 222 applications were filed to the Landlord Tenant Board, up slightly from 184
in 2021.

Additionally, our department completed 8,696 internal work orders and 7,938 external
work orders, similar numbers from 2021.

2021 2022
RGI Turnover 303 405

RGI Total 3877 3877

RGI Turnover Rate 8% 10%
Market Turnover 56 102

Market Total 825 825

Market Turnover Rate 7% 12%

Over Housed 66 61
Internal Transfers 122 141

11