Peel Housing Corporation Focuses on Building Customer Confidence
BRAMPTON, ON. (June 3, 2010) –The Annual General Meeting of Peel Housing Corporation (PHC) held today at Peel Regional Council showcased the corporation’s focus on building customer confidence among the residents of its 71 building communities.
“From providing additional affordable housing to ensuring the quality and safety of our existing portfolio, customer confidence is our benchmark of success,” said Paul Palleschi, President of PHC and Regional Councillor.
In his remarks to the Board, Councillor Palleschi highlighted several Peel Living achievements focused on instilling customer confidence. He cited Peel Living’s Certified Rental Building (CRB) Program designation from the Federation of Rental-housing Property Owners of Ontario as an example of PHC’s commitment to its residents.
“In March, Peel Living became the first social housing provider in Canada to achieve the prestigious CRB Program designation,” commented Councillor Palleschi. “This achievement assures our residents they live in a home that has achieved the highest standards of quality and customer service best practices.”
During the tough economic climate of 2009, the need for affordable housing continued to grow in Peel Region as well as the challenge for PHC to address the increased demand. Vice President Patricia Mullin noted that many families and individuals were extremely vulnerable to the economic downturn of 2009, forcing some to make the choice between paying their rent and basic life necessities.
“While we take pride in the housing opportunities we’ve created, our work is far from over,” said Councillor Mullin. “We will continue to advocate for long-term, sustainable investments in affordable housing from the federal and provincial governments.”
Highlights of achievements and initiatives undertaken in 2009 to improve customer confidence include:
- The amalgamation of the Region’s Human Services department, which administers Peel Living. Human Services integrated its Ontario Works, Children’s Services and Social Housing divisions providing Peel Living staff with improved access to information and streamlining service delivery for tenants who require a range of human services’ supports.
- Improvement in customer satisfaction levels as revealed in the 2009 Resident Exit Survey. Results revealed 91 per cent of respondents ranked their customer satisfaction level with Peel Living buildings, services and staff as good to very good versus 86 per cent in 2008.
- The Maintenance Call Centre, established in 2008, achieved a service standard of 90 per cent for calls answered, which was 10 per cent above the established benchmark.
- The largest fire in Peel Living’s 31-year history occurred on May 18, 2009, when careless smoking led to severe damage of the Arcadia Glen family residence in Mississauga. As families dealt with the devastating impact of the fire, Peel Living employees were onsite immediately and remained onsite until every single resident had access to food, clothing and temporary housing.
- Preventative and maintenance improvements undertaken included a new playground at Glenway Court, elevator retrofits at Riverview Terrace, Knightsbridge and South Common Court communities and energy retrofit work on Peel Living’s three group homes.
- The Eviction Prevention Program, a collaborative effort between Peel Living and Ontario Works, resulted in a 72 per cent decrease in evictions and a 67 per cent decrease in appeals in 2009 over 2008.
The Board also recognized the retirement of Glen O’Brecht, General Manager of PHC. Citing his 25 years of service to the Region of Peel and Peel Living, the Board praised Mr. O’Brecht’s leadership in managing PHC’s housing portfolio and dedication to creating new affordable housing opportunities in Peel Region.
“Glen’s commitment to excellence in managing Peel Living has raised the bar for quality in housing and customer service that will forever improve the way we serve our residents,” said Councillor Palleschi. “We have been fortunate to benefit from Glen’s passion for affordable housing and his efforts will continue to inspire us for many years to come.”
Peel Living is the Region of Peel’s non-profit housing company. Also known as Peel Housing Corporation, it operates as an independent corporation of the Region of Peel and is administered by the Region’s Human Services department. It is the largest landlord in the Region of Peel and one of the largest in Canada, providing housing for several thousand households. Peel Living also works with 13 community agencies that provide support services to residents in over 300 units that enable them to live independently.
To view the 2009 Peel Living Annual Report or for more information on housing programs, visit www.peelregion.ca/housing or call 905-791-7800.