The Agency is committed to a business model that is risk-based, data-driven and client-focused. Client-centred service is central to that model.

We continually monitor and evaluate our performance against established service and satisfaction standards. We do this through periodic client satisfaction surveys, service-specific feedback forms and quarterly interviews with a small, random sample of co-ops, CMHC staff and other service partners.

We also monitor service to housing co-operatives through:

• Monthly assessments of the Agency's performance in meeting its service standards;
• Quarterly audits of a random sample of the Agency's client files by Team Leaders;
• Visits to co-op clients by Agency Relationship Managers.

In keeping with our values of transparency, we prepare an annual report card on our client service performance. To find out how well we met our standards throughout the year, click on the Report Card (PDF version) . If you'd like to know more about our Feedback Questionnaire and Quarterly Client Interview processes, click on Feedback. If you're curious about the results of our 2008 Client Satisfaction Survey, click on the Client Satisfaction Survey link to view highlights and the full report.