We take complaints and concerns seriously.

Mainstay believes that complaints and feedback are a valuable source of information about how we can improve our services, policies and procedures. Complaints include issues related to staff treatment of tenants, service standards, decision review, privacy and confidentiality, access, communication, and action or lack of action by Mainstay Housing as an organization.

Members of the public can provide feedback by calling 416-703-9266 or sending an email to info@mainstayto.ca

Tenant complaint process

Maintenance-related Complaint

If you have a maintenance issue or complaint, your first step is to make a Maintenance Request.

If you submitted a request and the work completed did not meet your needs, please speak to your Supportive Housing Worker.

Informal Complaint

You can provide feedback in person to a Mainstay Supportive Housing Worker. Addressing a problem directly with the person that provided you with the service is an important step – it gives staff the opportunity to either stop the behaviour or work to address the issue.

Formal Complaint

You can make a formal complaint by printing and filling out a Complaint Form. Please submit the form to the Supportive Housing Worker at your building, or directly to the Mainstay Head Office.

Tenant complaint forms will be acknowledged within three business days. A full reply will be sent within 14 business days.

If you need assistance, please speak to your Supportive Housing Worker.