Throughout the year, 95 per cent of the time we met or surpassed our standard for responding to concerns and complaints, achieving a fourth-quarter success rate of 100 per cent.
The most common concerns came from members of our client co-ops. They were not about the Agency, but had to do with housing charges or governance and management issues within the co-op. Complaints about housing charges centred on housing-charge minimums and housing-charge increases. We explained the role of the Agency and satisfied ourselves that the co-op was, as best we could tell, in compliance with CMHC's operating agreement. We referred some complaints and concerns back to the co-op and others to the regional federation of which the co-op is a member.
