Resident Service Committee (RSC) Meeting - September 20, 2017

Agenda

1. Chair’s Remarks

Action: Information

Pre-read: Verbal Report

Presenter: Chair

2. Consent agenda

Approval of Public Meeting Agenda

Action: RSC 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 the Public Meeting Minutes of July 10, 2017

Action: RSC Approval

Pre-read: Minutes

Presenter: Chair

Business Arising from the Public Meeting Minutes and Action Items Update

Action: Information

Pre-read: Action Item List

Presenter: Chair

Safer and More Secure Communities, Q2 2017 Update

Action: Information

Pre-read: RSC:2017-42

Presenter: Senior Director, Community Safety Unit

Q2-2017 Report on the Status of MLS Orders and Compliance

Action: Information

Pre-read: RSC:2017-49

Presenter: Vice President, Facilities Management

Q2-2017 Report on Installation and Maintenance of Security Cameras (CCTV)

Action: Information

Pre-read: RSC:2017-48

Presenter: Vice President, Facilities Management

Q2 2017 Clean Buildings and Maintenance Report

Action: Information

Pre-read: RSC:2017-43

Presenter: Vice President, Asset Management

Community Economic Development Funding in Revitalization Communities

Action: Information

Pre-read: RSC:2017-47

Presenter: Vice President, Resident and Community Services

3. 2017 Complaints Report (Deferred from July 10 Meeting) 

Action: Information

Pre-read: RSC:2017-38

Presenter: Chief Operating Officer

4. 2017 Tenant Survey

Action: Information

Pre-read: RSC:2017-50

Presenter: Director, Strategic Planning and Stakeholder Relations

5. OCHE / AM / RCS Referral Pilot

Action: Information

Pre-read: RSC:2017-44

Presenter: AM/RCS/OCHE

6. OCHE – Quarterly Performance Report (Q2 2017)

Action: Information

Pre-read: RSC:2017-45

Presenter: Commissioner of Housing Equity

TERMINATION

Minutes

The Resident Services Committee (“RSC”) of Toronto Community Housing Corporation (“TCHC”) held a public meeting on September 20, 2017, in the Main Floor Conference Room, 931 Yonge Street, Toronto, commencing at 3:41 p.m. 

Committee Directors Present:

Linda Jackson, Chair 

Councillor Frank Di Giorgio, Vice Chair 

Councillor Michael Ford 

Catherine Wilkinson 

Committee Directors Absent:

Robert Carlo (On a Leave of Absence) 

Management present:

William Anderson, Senior Director, Community Safety Unit 

Marta Asturi, Legal Counsel and Assistant Corporate Secretary 

Mona Bottoni, Manager, Community Safety Programs 

Angela Cooke, Vice President, Resident and Community Services 

Boyd Dyer, Director, Smart Buildings & Energy Management 

Ismail Ibrahim, General Counsel and Corporate Secretary (Interim) 

Hugh Lawson, Director, Strategic Planning and Stakeholder Relations 

Graham Leah, Vice President, Asset Management 

Kevin Marshman, Special Advisor to the President and Chief Executive Officer 

Kathy Milsom, President and Chief Executive Officer 

Allen Murray, Director, Operations 

Cynthia Summers, Commissioner of Housing Equity 

Wayne Tuck, Chief Operating Officer 

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: 

• Item 2E: William Lohman 
• Item 2F: Anita Dressler 

Item 1 - Chair’s Remarks  

The Chair thanked the public for attending the meeting and welcomed TCHC’s new President and Chief Executive Officer, Kathy Milsom. 

Item 2A - Approval Of Public Agenda

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Ford and carried, the Committee approved the Public Meeting Agenda items to be presented in the following order: 2C, 2D, 2E, 2F, 2G, 2H, 2I, 4, 3, 5 and 6. 

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 July 10, 2017 Public Meeting Minutes 

The Committee had before it the draft Committee Minutes for July 10, 2017.

It was noted that Robert Frederickson’s name was spelled incorrectly in the above-captioned minutes.

Motion carried

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Ford and carried, the Committee confirmed the above-captioned minutes with the above amendment.

Item 2D - Business Arising From The Public Meeting Minutes And Action Items Update

Motion carried

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

Item 2E - Safer And More Secure Communities, Q2 2017 Update, RSC:2017-42 

The RSC had before it the above-captioned report (RSC:2017-42). 
Bill Anderson, Director of the Community Safety Unit (“CSU”), presented the report.

The Committee requested clarity on the number of reported crimes and incidents depicted on Table 1 “Q2 2017 Reporting Crimes and Incidents.”

Action Item

Provide clarification for “Reported Crimes and Incidents” table by indicating how occurrences were reported in Q3-2017 report (whether it was reported through dispatch or on-site by CSU Officer).

Motion carried

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

Item 2F - Q2-2017 Report On The Status Of MLS Orders And Compliance, RSC:2017-49 

The RSC had before it the above-captioned report (RSC:2017-49). Allen Murray, Director, Operations, presented the report.

The Committee and Management discussed the report and the following points emerged: 

• The Committee enquired if there are target dates on when TCHC will complete the remaining MLS orders. Management noted that because a number of the projects in the 208 MLS orders are longer term projects, it is difficult to formulate a timeline. 
• The Committee advised Management that the data set out in Attachment 1 does not need to go back as far as 2013.  

Motion carried

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

Item 2G - Q2-2017 Report On Installation And Maintenance Of Security Cameras (CCTV), RSC:2017-48

The RSC had before it the above-captioned report (RSC:2017-48). 
Boyd Dyer, Director, Smart Buildings & Energy Management, presented the report. 

The Committee and Management discussed the report and the following points emerged: 

• Management confirmed that while some buildings that use fob access will not allow tenants in during power outages, staff are working towards ensuring that all buildings using fob system will unlock doors in the event of a power outage. Management noted that, in the interim, staff are present to ensure tenants have access to their building. 
• Management confirmed TCHC will spend all of the budget allocated for maintenance of security cameras as noted in the report. 

Motion carried

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

Item 2H - Q2 2017 Clean Buildings And Maintenance Report, RSC:2017-43

The RSC had before it the above-captioned report (RSC:2017-43). 
Graham Leah, Vice President, Asset Management, presented the report.

The Committee and Management discussed the report and the following points emerged: 

• Management agreed to provide comparable data between direct management properties and contract managed properties for service level of maintenance. 
• Management noted that the decrease in maintenance service level can be attributed to the transition process with the new contract provider.  The new contract provider reports more maintenance requests than the previous provider and there is an influx of requests for the new provider. 
• Management indicated that service levels are improving for Q3-2017. 
• The Committee noted that there needs to be more community education sessions to ensure tenants and TCHC are working together to reduce the amount of pests within the buildings.
• Management noted that within the annual unit inspection report, there is reporting on “hoarding”. Management noted this information will be delivered in the Q3-2017 report. 

Action Item

Regarding maintenance service level, provide comparable data between direct managed properties and contract managed properties.

Motion carried

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

Item 2I - Community Economic Development Funding In Revitalization Communities, RSC:2017-47 

The Committee had before it the above-captioned report (RSC:2017-47). Angela Cooke, Vice President, Resident and Community Services, presented the report.

The Committee requested that Management specify what type of jobs were created (i.e. Part-time or full-time positions). Management noted this. 

Action Item

Management to provide specifics (i.e. Part-time or full-time) on jobs created from community economic developing funding. 

Motion carried

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

Item 4 - 2017 Tenant Survey, RSC:2017-50 

The Committee had before it the above-captioned report (RSC:2017-50). Hugh Lawson, Director, Strategic Planning and Stakeholder Relations, introduced Sandra Guiry, Vice President and Manager, Ipsos (“Ipsos”) to deliver an 11-page slide deck presentation. 

The Committee, Management and Ipsos discussed the report and the following points emerged. 

Survey Results 

• Ipsos indicated that the 2017 survey used identical methodology to the 2015 survey; 
• Ipsos confirmed that except for four questions, all questions from the 2017 were the same as the 2015 survey; 
• Ipsos noted that consolidating “somewhat satisfied” and “very satisfied” to make up an overall “satisfied” category is common practice within the industry; and 
• The Committee enquired if it is possible for Ipsos to report back to Management on results from tenants where results are “somewhat satisfied”. Ipsos confirmed this. 

Next Steps 

• Management noted that the survey revealed the cleanliness and the state of buildings are most important to tenants. Management noted that because of this, TCHC will continue to focus on the maintenance of TCHC’s buildings. 
• Management noted that in Q4-2017, TCHC will be implementing the “Closing the Loop” program which will have a positive impact on tenant satisfaction. 
• Management noted that TCHC has re-designed contract managed service providers’ service levels so they will be held at a higher standard than previous contract providers. 

Motion carried

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

Item 3 - 2017 Complaints Report (Deferred From July 10, 2017 RSC Meeting), RSC:2017-38

The Committee had before it the above-captioned report (RSC:2017-38).  Wayne Tuck, Chief Operating Officer, presented the report.

The Committee and Management discussed TCHC’s new proposed complaints process and the following points emerged: 

• Management noted that the process has been designed in consultation with the Toronto Transit Commission and the City of Toronto’s service line 311; 
• Management noted that the Tenant Charter process has helped build the new complaints process; and  
• Management noted there is an expected rollout of this system in early 2018. 

Motion carried

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

Item 5 - OCHE / AM / RCS Referral Pilot, RSC:2017-44

The Committee had before it the above-captioned report (RSC:2017-44). Cynthia Summers, Commissioner of Housing Equity (“Commissioner”), Graham Leah, Vice President, Asset Management, and Angela Cooke, Vice President, Resident and Community Services, presented the report.

The Commissioner noted that the pilot was successful and that all senior vulnerable tenants in arrears will be directed to the Office of the Commissioner of Housing Equity (“OCHE”) as opposed to being directed through the file management system. 

Management noted that if more staffing is required that the Commissioner bring in a business case to be approved by the RSC and forwarded to the Board of Directors.

The Committee thanked Asset Management, Resident and Community Services and the OCHE for their work in the pilot.

Motion carried

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

Item 6 - OCHE – Quarterly Performance Report (Q2-2017), RSC:2017-45

The Committee had before the it above-captioned report (RSC:2017-45).

Due to time constraints, the Committee agreed to defer questions to the next RSC Meeting; however, RSC will receive the report for information.

Motion carried

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

TERMINATION

ON MOTION DULY MADE by Ms. Wilkinson, seconded by Councillor Di Giorgio and carried, the RSC resolved to terminate the public meeting at 4:50 p.m.