Occupant Handbook -  1.0 CFHA important information

1.1 Contact information

Emergency After-Hours Response Service (EAHRS): 1-800-903-2342

Housing Service Centre (HSC) Contact Information                                              

Canadian Forces Housing Agency's (CFHA) website

For other emergency services and relevant contact information for your area, please consult your CFHA Digital Welcome Kit.

1.2 Customer service feedback

At CFHA, our occupants are our top priority. We strive to provide excellent customer service to our customers and our goal is to continuously improve the customer experience.

We encourage occupants living in the Department of National Defense (DND) housing to provide us with customer service feedback, suggestions, and comments on how we can improve our services.

You can submit your feedback by email at CFHA-ALFC.HOPSCS-GLSC@forces.gc.ca.

1.3 Nominate an employee for Stars of CFHA

Did you receive great service from a CFHA employee? Let us know about it here. Nominating someone is easy and takes only a few minutes.   

1.4 X and email communications

Follow us at @CFHA_ALFC to stay informed on:

• future improvements of housing (infrastructure)
• emerging issues on bases and wings
• available positions at CFHA
• and more!

Occupants of Record will receive email communications directly from their Housing Services Centre (HSC). Please ensure to keep your contact information up to date with your HSC.

1.5 CFHA customer service pledge

We, at CFHA, pledge to:

• Respond to your needs in a courteous, fair, timely, and professional manner.
• Consistently measure and improve the quality of our services.
• Provide you with accurate and up-to-date housing information.
• Ensure that our services are easily accessible.
• Make our services available at convenient times.
• Return phone and email messages promptly.
• Respond to emergency maintenance needs 24/7.
• Cater to families with special needs and, whenever possible, adapt your home to meet those needs.
• Provide you with a way to report and address your housing issues.
• Provide services in both official languages.
• Respect your privacy and confidentiality.

1.6 Occupants’ responsibilities

At CFHA, we want you to be comfortable in your home. You can help us provide you with the best possible housing services by:

• Abiding by the terms and conditions of the Licence to Occupy and the Occupant Handbook.
• Treating our staff and contractors with respect.
• Advising CFHA of your special housing needs.
• Providing CFHA staff and contractors with reasonable access to your home.
• Providing the HSC with emergency contact information while you are away for more than 48 hours.
• Informing your HSC about any concerns you may have regarding your home, its maintenance, and its management.