The Agency’s 2024 Report Card highlights our achievements in meeting our client service standards, showcasing our dedication to timely responses, effective communication and comprehensive reporting.
Timely Response to Client Requests
We excelled in responding promptly to client requests, achieving an A+ rating:
- Capital Replacement Reserve Funds: The Agency responded to all requests to approve spending from capital replacement reserves within five business days.
- Information Requests: The Agency responded to requests for information within two business days, maintaining a 100 per cent response rate.
- Damage Claims: Under the Rent Supplement Program, staff approved or turned down damage claims within two weeks, with interim responses provided within two business days when more information was needed.
Reporting to Clients
Each year we support our co-op clients by sharing timely and accurate information that helps them maintain their properties and finances:
- Annual Information Returns: We validated AIRs within four weeks of receipt, meeting the standard 98 per cent of the time.
- Property Inspections: we sent reports within two months of any property inspection, and we communicated any health and safety concerns within three days of the inspection.
- Risk, Compliance, and Performance Reports: We shared reports with co-ops within five weeks of AIR validation, meeting the standard 99 per cent of the time.
Concerns and Complaints
Meeting our goal of addressing client concerns and complaints efficiently, in 2024 we achieved an A+ rating in these areas:
- Acknowledgment: We acknowledged concerns and complaints within two business days.
- Resolution: We provided full responses within four weeks, with 22 per cent of concerns resolved directly by the Agency, others were referred to external parties for resolution.
Sharing Information
Maintaining transparency and keeping our clients informed about changes that affect them is an important aspect of our service. We achieved this in two ways:
- Website Updates: Updating our website within four weeks of any policy changes.
- Communication: Notifying our clients about new or updated policies within two days of posting the information to our website.
The Agency's performance in 2024 reflects our unwavering commitment to client-service excellence. By consistently meeting and exceeding our standards, we strive to remain a trustworthy partner in our clients’ journey to success.