Improving the quality of the Mainstay tenant experience forms the foundation of our Quality Improvement Plan (QIP).

The Plan was developed collaboratively with our tenant members, community partners and other stakeholders. The QIP is based on Health Quality Ontario’s six quality dimensions. It outlines key actions and indicators that will help improve the services we provide to tenants.

The Quality Committee identified two priorities in 2018:

By December 31, 2020, we will improve the tenant housing experience by:

  • Increasing the percentage of tenants who rate their building as safe by 20%.
  • Increasing our responsiveness to tenants’ complaints and their requests for maintenance.
  • Increasing the percentage of tenants involved in decisions about their housing experience by 28%.

By December 31, 2020, we will enhance tenant perception of community and belonging by:

  • Increasing the number of tenants participating in goal coaching related to housing stability by 20%.
  • Increase the number of tenant members actively engaged in primary care.

The QIP allows us to identify and measure the quality of our buildings and services, which allows us to adjust how we operate and ensures we stay focused on where we can have the greatest positive impact.