Resident Service Committee (RSC) Meeting - February 6, 2017

Public Agenda

1. Chair’s Remarks    

Action: Information

Pre-read: Verbal Report (5 minutes)

Presenter: Chair

2. Consent agenda 

Approval of Public Meeting Agenda  

Action: Approval

Pre-read: Agenda

Presenter: Chair

Chair’s Poll re: Conflict of Interest

Action: Declaration

Pre-read: Agenda and Conflict of Interest Policy

Presenter: Chair

Confirmation of GCHRCC Public Meeting Minutes of November 21, 2016

Action: Minutes

Pre-read: Agenda and Conflict of Interest Policy

Presenter: Chair

Business Arising from the Public Meeting Minutes and Action Items Update

Action: Information  

Pre-read: Action Item List 

Presenter: Chair

Q4 2016 Safer and More Secure Communities Update

Action: Information  

Pre-read: RSC:2017-01

Presenter: Chief Operating Officer

Q3 2016 Report on Pest Management, Clean Buildings and Maintenance Strategy

Action: Information    

Pre-read: RSC:2017-02

Presenter: Vice President, Asset Management

Q4 2016 Report on Pest Management, Clean Buildings and Maintenance Strategy

Action: Information    

Pre-read: RSC:2017-03

Presenter: Vice President, Asset Management

Q4 2016 Resident Engagement Strategy Update    

Action: Information

Pre-read: RSC:2017-04 

Presenter: Vice President, Resident and Community Service

3. RCS Divisional Overview    

Action: Information    

Pre-read: Presentation (10 minutes)

Presenter: Vice President, Resident and Community Services

4. Update on Resident Charter    

Action: Information  

Pre-read: Verbal (5 minutes)

Presenter: Chief Operating Officer

5. 2017 RSC Work Plan

Action: Discussion  

Pre-read: RSC:2017-05 (10 minutes)

Presenter: General Counsel & Corporate Secretary

6. OCHE – 2016 Work Plan Performance Report

Action: Information    

Pre-read: RSC:2016-06 (10 minutes)

Presenter: Commissioner of Housing Equity

7. Reports from Asset Management

Report on Unit Swaps    

Action: Information 

Pre-read: Verbal (10 minutes)

Presenter: VP, Asset Management

Tenant Charge Activities    

Action: Information 

Pre-read: RSC:2017-07 (10 minutes)

Presenter: VP, Asset Management

8. Results of Elevator Pilot Project     

Action: Information     

Pre-read: RSC:2017-08 (5 minutes)

Presenter: VP, Facilities Management   

9. Client Care Centre Performance Report    

Action: Information    

Pre-read: RSC:2017-09 (10 minutes)

Presenter: Chief Operating Officer

TERMINATION

Minutes

The Resident Services Committee (“RSC”) of Toronto Community Housing Corporation (“TCHC”) held a public meeting on February 6, 2017, in the Main Floor Conference Room, 931 Yonge Street, Toronto, and by teleconference commencing at 10:00 a.m.

Committee Director in Attendance:

Linda Jackson, Chair

Robert Carlo

Councillor Frank Di Giorgio, Vice Chair

Kevin Marshman (via teleconference) 

Catherine Wilkinson

Management Present: 

Andalee Adamali, Business Planner, Strategic Planning & Stakeholder Relations

Mona Bottoni, Manager, Community Safety Programs

Angela Cooke, Vice President, Resident and Community Services

Mark Johnson, General Counsel & Corporate Secretary

Hugh Lawson, Director, Strategic Planning & Stakeholder Relations

Graham Leah, Vice President, Asset Management

Ted Millward, Legal Counsel, Corporate 

Patricia Narine, Director, Program Services (Operational Initiatives)

Greg Spearn, President and Chief Executive Officer (Interim) / Chief Development Officer

Sheila Penny, Vice President, Facilities Management 

A quorum being present, Ms. Jackson, the RSC Chair, called the public meeting to order and Mr. Steven Iserhoff served as recording secretary.

DEPUTATIONS

Verbal deputations were received at the meeting from the following persons:

• Cathy Birch (Items 2E and 3)

Consent Agenda Items

Item 1 - Chair's Remarks

The Chair expressed her condolences to the family of Ali Rizeig, a victim of a shooting in the Regent Park community.

Item 2A - Approval of Public Meeting Agenda

The Committee agreed to hold items 2E, 2F, 2G, and 2H for discussion.

Motion carried

ON MOTION DULY MADE by Mr. Carlo, seconded by Mr. Marshman and carried, the Committee approved the Public Meeting Agenda as presented. 

Item 2B - Declaration of Conflict of Interest

The Chair requested members of the RSC to indicate any agenda item in which they had a conflict of interest, together with the nature of the interest. None were declared.

Item 2C - Confirmation of Resident Services Committee Minutes – November 21, 2016

The Committee had before it the draft Committee Minutes for November 21, 2016.

Motion carried 

ON MOTION DULY MADE by Councillor Di Giorgio, seconded by Ms. Wilkinson and carried, the Committee confirmed the November 21st, 2016 minutes with no amendments.

Item 2D - Business Arising from the Public Meeting Minutes and Action Items Update

Motion carried 

ON MOTION DULY MADEby Councillor Di Giorgio, seconded by Ms. Wilkinson and carried, the Committee received the report for information

Item 2E - Q4-2016 Safer and More Secure Communities Update, RSC:2017-01

Cathy Birch deputed the item.

The Committee had before it the above-captioned report (RSC:2017-01)

Wayne Tuck, Chief Operating Officer, presented the report.

The Committee enquired if response time service levels will improve and if there is intent to increase face-to-face contact between the Community Safety Unit (CSU) and tenants. Management confirmed that was the intention.

Motion carried 

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Mr. Carlo and carried, the Committee received the report for information. 

Item 2F - Q3-2016 Report on Pest Management, Clean Buildings and Maintenance Strategy, RSC:2017-02

The RSC had before it the above-captioned report (RSC:2017-02).

The Committee considered both the above-captioned report and Item 2G (RSC:2017-03) simultaneously. 

Graham Leah, Vice President of Asset Management, presented the report.

The Committee discussed the possibility of tenants not being aware of their right to have a disability accommodated if they require assistance with preparing their unit for treatment, which may lead to reduced reporting of pest problems.

Management advised that tenant education is ongoing and will be of an increased focus this year.  Management noted that tenants have been engaged through lobby intercepts and through communications measures funded through the Mayor’s Task Force.

The Committee enquired about the procedure if a vendor is not achieving service levels set out by TCHC. Management noted that TCHC’s pest management contracts are performance-based and that TCHC employs quality assurance staff that perform checks to ensure vendors are achieving service levels.

Management noted that they have two back up vendors to ensure there are no gaps in service if a vendor is removed from TCHC’s roster. 

The Committee enquired if tenants are required to pay fees for preparing units before pest management treatments. Management noted that only in certain circumstances or if the tenant has the means to pay. Toronto Public Health and the Housing Stabilization Fund can assist with the costs if no other resources are available.

The Committee enquired if Management feels TCHC is “winning” the battle over pests. Management noted that it is difficult to eliminate all pests, however it is possible to keep ahead of pests. Management noted by studying trends of buildings and not limiting treatments to an on demand basis only, enables TCHC to better manage pest problems. 

Motion carried 

ON MOTION DULY MADE by Mr. Carlo, seconded by Councillor Di Giorgio and carried, the Committee received the report for information.

Item 2G - Q4-2016 Report on Pest Management, Clean Buildings and Maintenance Strategy, RSC:2017-03

The RSC had before it the above-captioned report (RSC:2017-03).

Motion carried 

ON MOTION DULY MADE by Mr. Carlo, seconded by Councillor Di Giorgio and carried, the Committee received the report for information.

Item 2H - Q4-2016 Resident Engagement Strategy Update, RSC:2017-04 

The RSC had before it the above-captioned report (RSC:2017-04). 

Angela Cooke, Vice President of Resident and Community Services, presented the report.

The Committee enquired if there will be a resident engagement model delivered to the Board. Management noted they are focusing on bringing a model to present in the next few months, and they will report back if there are challenges with that timeline. 

The Committee enquired if funding has been determined to help implement the model. Management advised that they are focusing on developing the model and will work on funding opportunities separately. 

Motion carried 

ON MOTION DULY MADE by Mr. Carlo, seconded by Ms. Wilkinson and carried, the Committee received the report for information. 

Item 3 - RCS Divisional Overview (Presentation)

Angela Cooke, Vice President of Resident Community Services, provided an overview Resident and Community Services Division.

The Committee enquired if Management is still following the same a strategy from a report (RSC:2015-17) that dealt with addressing tenants with mental health issues and seniors. Management noted they are aware of the report and are also making necessary changes to the process that will benefit tenants.

The Committee noted page 4 of the presentation and enquired if Management could provide timelines on the objectives listed. Management noted target dates will come forward with TCHC’s 2017 Corporate Work Plan.

The Committee enquired if Management’s goal is to implement more services to communities outside the downtown core. Management confirmed that is a goal and noted that TCHC is working with Local Health Integration Networks identifying buildings and communities that are in need of services.

The Committee enquired if Management is consulting with communities prior to engaging in partnerships. Management confirmed they are and noted staff is working with tenants to determine which communities are a priority for partnerships. Management also noted staff will be catering services to the communities that need them as opposed to a “one size fits all” approach.

The Committee asked about the steps Management takes to ensure tenants’ security after events that may affect tenant safety. Management noted that RCS works with the City of Toronto, Asset Management and CSU to hold meetings in response to events that affect tenant safety.

The Committee thanked Management for taking on ambitious projects within RCS that will better the lives of tenants. 

Motion carried 

ON MOTION DULY MADE by Mr. Marshman, seconded by Mr. Carlo and carried, the Committee received the report for information.

Item 4 - Update on Tenant Charter (Verbal Report)

Wayne Tuck, Chief Operating Officer, provided the verbal report.

Management noted that the first draft of the Tenant Charter (Charter) was the outcome of six consultation meetings amongst staff and tenants and another thirteen Tenant Advisory Committee Meetings that were held.

Management noted that following the presentation of the Charter to the RSC in September, the Tenant Advisory Committee held three meetings to work further on the Charter. 

The second draft was completed in November and was subject to review by stakeholders in December 2016 and January 2017 with final comments to be submitted by January 31, 2017.

Management noted that the product is a result of a good process. Management also noted that there may be some tenants who are not satisfied with the results, but Management feels TCHC took a measured approach to the process.

Management advised that an important component will be to operationalize the charter by supporting the development of standard operating procedures. It is anticipated that the same stakeholders will be involved in that process. 

Management advised that their plan is to come back to the Committee with the Charter at the next RSC Meeting.

The Committee thanked Management for the verbal report.

Item 5 - 2017 RSC Work Plan, RSC:2017-05

The RSC had before it the above-captioned report (RSC:2017-05). 

Mark Johnson, General Counsel and Corporate Secretary, presented the report.

The Committee identified the following items to consider for incorporation into the work plan:

• Tenant policies that require renewal or discussion
• Accessibility policy
• Tenant survey results
• Report on hoarding
• Tenant charge back policy
• Service disruption policy
• Arrears Management
• State of Good Repair
• Participatory Budgeting process review
• Partnership strategy
• Resident Key Person position
• Customer service outcomes

Management noted that the Work Plan is a working document that can be populated by the Committee as they see fit, and suggested that members consult with one another to decide upon its contents. 

The Committee noted that they will confer with each other offline to discuss what items to include in the work plan and the Committee’s focus for 2017, and resume a discussion at the next meeting.

Motion carried 

ON MOTION DULY MADE by Mr. Marshman, seconded by Councillor Di Giorgio and carried, the Committee received the report for information.

Item 6 - OCHE – 2016 Work Plan Performance Report, RS:2017-06

The RSC had before it the above-captioned report (RSC:2017-06).

Cynthia Summers, Commissioner of Housing Equity, presented the report.

The Committee thanked the Commissioner for her work.

Motion carried 

ON MOTION DULY MADE by Councillor Di Giorgio, seconded by Mr. Marshman and carried, the Committee received the report for information. 

Item 7A - Report on Unit Swaps (Verbal Report)

Graham Leah, Vice President of Asset Management, presented the report and answered questions.

Management noted that unit swaps was a practice that was conceived more than 15 years ago. Management described the unit swaps process: two tenants could swap their specific units if they met specific criteria, and were in good standing with TCHC. Units were swapped “as is”.  

Management noted that this process did not continue for the following reasons:

• Administrative process was difficult
• It was difficult to coordinate the swaps (timing, tenants rescinding their offer) which led TCHC to be called in as the mediator in many circumstances
• It was common for tenants to order upwards of $1000 in work orders after moving into their new respective units
• It placed a burden on an already growing list of internal transfers within TCHC

The Committee noted that they were anticipating an outline for a pilot project for unit swaps and it was suggested that technology could help alleviate the issues faced 15 years ago.  

Management noted that they did not feel implementing a unit swap pilot was prudent given the already limited resources to address arrears and vacancy rates as well as the many tenants on the internal transfer waitlists and those that are over housed. The Committee requested that Management’s position on a pilot project be reflected in the minutes.

Motion carried 

ON MOTION DULY MADE by Councillor Di Giorgio, seconded by Mr. Marshman and carried, the Committee received the report for information.

Item 7B - Tenant Charge Activities, RSC:2017-07

Graham Leah, Vice President of Asset Management, presented the above-captioned report (RSC:2017-07).

The Committee noted that there is not a separate policy on tenant chargebacks, and that many tenants are not sufficiently aware of the process. Management noted that although there is not a policy, tenant chargebacks are outlined in the residential lease and are discussed in leasing meetings with tenants. Management also noted that the cost list for chargebacks is available on the public TCHC website.

Management noted that they will look at the internal process and determine if it needs enhancement.  Management will circulate the internal process to the Committee offline. 

Action Items

Circulate the internal process for tenant chargebacks offline to the RSC. 

Motion carried 

ON MOTION DULY MADE by Mr. Marshman, seconded by Councillor Di Giorgio and carried, the RSC received the report for information.

Item 8 - Results of Elevator Pilot Project, RSC:2017-08

Sheila Penny, Vice President of Facilities Management, presented the above-captioned report (RSC:C2017-08)

The Committee enquired if the pilot project had any impact on the tenant experience. Management noted that the pilot project has not been analyzed to that depth, however they indicated that the technology has been successful in determining if elevators require repair. 

The Committee noted that the pilot project has been beneficial for TCHC due to the software having the ability to notify the Client Care Centre of only true elevator malfunctions. It was also pointed out that the system identifies issues that are not identified by tenants. Management’s position is that it is in TCHC’s best interest to continue rolling out the installation of the software and hardware. 

The Committee noted that although the technology is helpful for TCHC, future metrics should focus on the impact on the tenant experience, particularly on repair response times.  

Motion carried 

ON MOTION DULY MADE by Mr. Carlo, seconded by Ms. Wilkinson and carried, the RSC received the report for information.

The Committee agreed to defer item 9.

TERMINATION

ON MOTION DULY MADE by Mr. Carlo, seconded by Councillor Di Giorgio and carried, the RSC resolved to terminate the public meeting at 11:33 a.m.