Tenant Satisfaction Survey 2026: What We Heard

Tenant Satisfaction Survey 2026: Building a Community Together

Every two years, CCOC’s Tenant Satisfaction Survey provides an important opportunity for tenants to share their experiences, helping us keep tenant voices central to our decision-making. This year, we worked hard to make the survey more accessible, offering it in English, French, Arabic, and Somali and modifying the online version so that folks could use a drop-down menu to select their preferred language. The Tenant and Community Engagement team also brought the survey to the doors of tenants. They knocked on every single door within the CCOC portfolio to encourage participation in the survey, provide hardcopies with prepaid envelopes and hear tenants feedback in person. This outreach resulted in 900 responses which is 52% of our tenant base and an increase over the 709 responses received in 2024.

This response rate highlights that tenants are invested in their housing with CCOC and have expertise to offer our community. Each response is a valuable piece of the puzzle as we continue our journey of providing affordable, community-driven housing. Thank you for trusting us with your feedback. Hearing from our tenants is key to co-creating our service standards and planning sustainable, accessible and inclusive communities.

The Results: What We Heard

The Tenant Satisfaction Survey tells us valuable information about who our tenants are and helps us learn where we can improve and overall identify priorities for the future. The responses we received were representative of both tenants receiving a rent subsidy and those paying market rent. CCOC’s tenant community is vibrant and varied:

We heard from tenants both new and long-standing, with some residents with us for over 30 years!

One of the reasons we ask for demographic data is to ensure that our customer service experience is consistent for folks from different identities and experiences.  When we asked all tenants to rate if “CCOC treats me equitably” the overall average was 4/5 and when looking at various identities we got similar results. We also saw consistency in the customer service rating across demographics. This tells us that we are providing consistent service. We are proud that overall tenants feel that CCOC treats them fairly and feel a sense of belonging, across various demographics. 

The feedback showed an average satisfaction score of 7.2 out of 10. While this is a good rate, it is a slight decrease from 7.6 in 2024 and further responses pointed to a number of areas where we can improve. 

We were encouraged to hear that tenants continue to recommend CCOC as a landlord. Tenants citing affordability, location and our reputation as top reasons to rent from CCOC.

While overall our average satisfaction was good, there were trends in areas tenants identified for improvement. Many of the core themes for areas of improvement include community safety, building standards and service communication. Let’s look at these priority action areas with a bit more detail:

1. Community Safety

Safety and security are a top priority for tenants. Tenants expressed concerns about disruptive activity near and inside our buildings, which sometimes was a result from tenants’ guests or trespassers. The majority of respondents indicated they feel that CCOC has adequate safety measures at their building. However, we recognize that improvements can be made. Tenants asked for more keyless entry systems, better intercom functionality and more security cameras.

2. Building Standards

Common areas are used by everyone so functionality and cleanliness are essential. Tenants reported frustrations around the lack of cleanliness, wait times for washing machines, inaccessibility and conduct of other tenants in these common spaces. Accessibility of common spaces like laundry rooms and garbage rooms also came up frequently. 

3. Service Communication

We heard that tenants know how to reach us but are frustrated with the amount of energy required to follow-up on issues. Tenants voiced frustrations over inconsistencies in communication across departments and confusion regarding service timelines. Tenants shared their frustration with frequent cancellations, multiple requests for access and rescheduling of work. Tenants also reported not receiving enough information around large scale renovations or capital projects so that they could better prepare and understand the rationale behind the disruption.

What we are doing with this feedback

The Tenant and Community Engagement team has presented the findings of the survey to the management committee, the full employee team and to the Board.  We are also looking at these results on a building-by-building basis to narrow down specific improvements we can make. Stay tuned for more updates on how we will be setting priorities for the next two years based on these findings. Together, we’re more than a housing provider—we’re a community, constantly evolving, and we’re excited to see what we can achieve next!

Please contact engagement@ccochousing.org for ongoing survey-related questions.