Planned Project Services (PPS)

The Planned Project Services (PPS) team works to advance the capital program’s goals by supporting an enhanced approach to tenant engagement on large, complex projects, such as deep retrofits in occupied buildings. 

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    What does PPS do?

    The PPS team’s primary objective is to improve tenants’ comfort within their units and minimizing disruptions, while completing in-suite capital repairs. We accomplish this by managing tenant expectations, conveying technical specs and scope in user friendly language, and communicating project disruptions along with timelines and changes. 

    The program is delivered by Facilities Management Division (FM).
    Its goals are to: 

    • Reduce impacts of disruptive repairs especially for vulnerable tenants 
    • Improve tenant comfort and quality of life 

    PPS better informs tenants of upcoming repair work so they fully understand the benefits, as well as the timing and related disruptions.            
    PPS is taking place in buildings across the portfolio, bundling new and existing programs including major capital repair sites that have vulnerable tenant populations. PPS focuses on projects that involve multiple entry into units, including window, balcony and riser replacement. These sites have been identified by FM as priority sites. 

    The current list of sites can be obtained by contacting the program team - information is below. 

    PPS notifies tenants of upcoming capital repairs before the work begins, to explain why it is being undertaken, how it will benefit them, the type of disruptions they can expect and the supports that will be available. The program also engages tenants and building staff on how best to reduce utility cost and rewards changes made by tenants to conserve more energy.  

    What type of support does PPS provide?

    To make sure tenants are informed and supported throughout the project the PPS team: 

    • Holds preliminary meetings with building staff, tenant reps and other community leaders to discuss the scope of work and impacts on tenants
    • Keep tenants informed about the project, including description of the work, scheduled construction start and end dates, what to expect in terms of noise and other disturbances, and a contact person for questions and concerns
    • Provides the first point of contact for tenants impacted by capital repairs
    • Provides ongoing communications and updates through community meetings, lobby intercepts, flyers and posters and community events such as community barbecues or movie nights
    • Works with the RCS Resident Access and Support team to assist vulnerable tenants
    • Assists with setting up vacant units and/or other common spaces (if available) where tenants can go during the day while their unit is being worked on
    • Surveys tenants to determine their satisfaction with the customer service provided by contractors, vendors and the PPS team to continually improve

    2021 Highlights

    • Engaged with tenants and staff from more than 70 communities 
    • PPS indirectly engaged with 62,090 tenants 
    • PPS directly engaged with 22,060 tenants 
    • PPS distributed 41,093 informational materials to tenants 
    • PPS lead 1,520 engagement activities (ex. meetings, lobby intercepts, BBQs, etc.) 

    Reaud Singh

    Facilities Manager, Capital Engagement