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2015 Corporate Social Responsibility Highlights

“Making People's Lives BETTER is more than a phrase at Chartwell, it is a promise that we consider to be our highest priority.” Brent Binions, President and CEO
Resident Experience

Resident Experience

Our greatest responsibility is the care and service we provide to our residents and we strive to earn and keep their trust every day. With the support of trained and dedicated staff in our retirement home and long term care homes, we offer seniors a safe and rewarding way of life that offers them a socially engaging and supportive environment.

  • We are committed to the satisfaction of our residents, and have seen a 9% increase in very satisfied customers from 2014 to 2015 based on our 2015 Customer Service Survey results.
  • We have appointed a Senior Director of Customer Experience to develop and lead our continued emphasis on providing the best resident experience.
  • Our unique call centre now assists close to 1,400 prospective customers and their families per month. It is staffed by bilingual Chartwell employees, and our agents offer information, advice and referrals to Chartwell’s retirement and long-term care residences by phone and email including booking appointments directly with Sales Consultants.
Resident Experience

Employee Engagement

We believe that our employees make a difference in the lives of our residents every day. We value the dedication, commitment and professionalism of our over 13,500 employees across Canada, and we are committed to attracting and retaining the best employees in the seniors housing sector by providing a rewarding and fulfilling work environment.

  • We continue to focus on talent management and a succession planning framework to build leadership capacity and strengthen retention.
  • We have launched the national Manager’s Award program to recognize outstanding leadership among our residence management team.
  • We continue to place emphasis on the onboarding of new employees, Health & Safety training for all staff.
Resident Experience

Corporate Governance

We are committed to sound corporate governance practices that include accountability, transparency and integrity in all facets of our operations. These practices are overseen by our Board of Directors and Senior Executive team, who strive to adhere to the highest levels of ethics and oversight.

  • We have been recognized in the Globe and Mail's Board Games publication as one of the best governed public issuers in Canada.
  • We have maintained a strong record of recruiting and retaining the best talent, including women in leadership positions, with women occupying 55% of the leadership roles at Chartwell (Vice President and above).
Resident Experience

Community Investment

We believe in building and sustaining strong community relationships. We are proud of our charitable giving partnerships and community initiatives, which are directed toward projects that support seniors in meaningful ways including lifestyle, health, safety and shelter.

  • We launched Chartwell’s new and unique charitable partnership with Wish of a Lifetime Canada with an initial donation of $75,000 and a four year sponsorship agreement. Dedicated to fulfilling wishes for deserving seniors, Wish of a Lifetime has already granted over 1,000 wishes to deserving seniors in the U.S. and has noted that wish fulfillment can have tremendous positive outcomes on a senior’s health, purpose and sense of value after having a wish granted.
  • We have donated $15,000 to the Quebec Association of Gerontology in sponsorship funding for awareness and publication education activities..
  • We are an industry partner of the AGE-WELL NCE initiative, a collaborative robotics innovation project exploring technology to promote healthy aging and independence. Chartwell is partnering with AGE-WELL for two research projects exploring the impact of socially-assistive robots on mobility and activities of daily living.
  • We are an industry partner for York University’s Canadian Innovation Hub for Biological and Computational Vision (HBCV) project supporting vision and visualization research.
  • We have partnered with the Kidney Car Foundation to donate our older vehicles to help in the enhancement of kidney health and the reduction and elimination of the burden of kidney diseases.
Resident Experience

Environmental Stewardship

We use management opportunities, where possible, that will help ensure our operations and services are provided in a sustainable manner. We will continue to explore ways to meet the needs of the present without compromising the needs of the future.

  • We continue to identify areas where our staff can support everyday actions to reduce our energy use.
  • We continue to update energy-efficient infrastructure systems in new developments and capital renovation projects.
  • We continue to support compliance with our LEED certifications in three of our long term care residences in Ontario
  • We are reducing our energy usage by retrofitting existing lighting system with efficient LED lighting programs.
  • We are incorporating energy smart appliances, fixtures, and equipment where throughout our residences to further reduce energy usage.
  • We have developed and are implementing a sustainable waste management program, to improve service, streamline operations, and enhance diversion opportunities.
Resident Experience

Chartwell Facts & Figures

Fast Facts about Chartwell: Pull from Rendezvous Acquisition draft

  • 4 key provinces (BC, AB, ON & QC)
  • 3 corporate offices
  • Over 185 retirement and long term care homes
  • Over 25,000 suites
  • Over 13,500 employees