Tenant Service Committee (TSC) Meeting - March 29, 2019

Agenda

10:00 - Chair’s Remarks

Action: Information

Pre-read: Verbal Report

Presenter: Chair

10:05 - Consent agenda

a. Approval of Public Meeting Agenda

Action: TSC Approval

Pre-read: Agenda

Presenter: Chair

b. Chair’s Poll re: Conflict of Interest

Action: Declaration

Pre-read: Agenda and Conflict of Interest Policy

Presenter: Chair

c. Confirmation of the Public Meeting Minutes of January 29, 2019

Action: TSC Approval

Pre-read: Minutes

Presenter: Chair

d. Business Arising from the Public Meeting Minutes and Action Items Update

Action: Information

Pre-read: Action Item List

Presenter: Chair

Tenant and Community Services Reports

10:10 - a. 2018 Update -Tenant and Community Services

Action: Information

Pre-read: TSC:2019-13

Presenter: Acting Vice President, Tenant and Community Services

10:25 - b. Tenant Engagement System Refresh Update

Action: TSC Approval

Pre-read: TSC:2019-15

Presenter: Acting Vice President, Tenant and Community Services

10:40 - Q4 2018 Seniors Housing Unit Update

Action: Information

Pre-read: TSC:2019-11

Presenter: General Manager, Seniors Housing Unit

10:55 - 2018 Tenant Experience Survey

Action: Information

Pre-read: TSC:2019-10

Presenter: Acting Director, Strategic Planning & Stakeholder Relations

11:25 - Tenant Complaint Policy

Action: Discussion

Pre-read: TSC:2019-14

Presenter: Senior Director, Service Integration & Delivery

TERMINATION

Minutes

The Tenant Services Committee (“TSC”) of Toronto Community Housing Corporation (“TCHC”) held a public meeting on March 29, 2019, in the Main Floor Conference Room, 931 Yonge Street, Toronto, and via teleconference, commencing at 10:02 a.m.

TSC Directors Present:     
Linda Jackson, Chair
Amanda Coombs (by teleconference)
Ubah Farah (by teleconference at 10:07 a.m.)
Councillor Michael Ford (by teleconference)
Brian Smith

TSC Directors Absent:
Debbie Douglas
Councillor Paula Fletcher

Management Present:       
Ismail Ibrahim, General Counsel and Corporate Secretary
Graham Leah, Vice President, Asset Management
Sheila Penny, Acting President and Chief Executive Officer
Yi-Mei Ting, Legal Counsel and Assistant Corporate Secretary (Acting)
Joan White, General Manager, Seniors Housing Unit

Also Present:   
Office of the Commissioner of Housing Equity
Cynthia Summers, Commissioner of Housing Equity
Ipsos Public Affairs
Sandra Guiry, Vice President Canada
Diana MacDonald, Director

A quorum being present, the Chair called the meeting to order and Ms. Sonia Fung served as recording secretary.

ITEM 1 CHAIR'S REMARKS
The Chair thanked Ms. Penny for stepping in as the Acting President and Chief Executive Officer, and for her support while TCHC completed the recruitment process. Mr. Marshman will start as TCHC’s President and Chief    Executive Officer effective April 3, 2019.

The Chair congratulated the Office of the Commissioner of Housing Equity for its five-year anniversary on April 1, 2019.

The Chair welcomed Councillor Paula Fletcher as a new TSC member.
The Chair thanked Mr. Ibrahim for his contribution to the Committee and wished him well in his future endeavours.

ITEM 2A  APPROVAL OF PUBLIC MEETING AGENDA

Motion carried ON MOTION DULY MADE by Mr. Smith, seconded by Ms. Farah and carried, TSC approved the public meeting agenda.

ITEM 2B DECLARATION OF CONFLICT OF INTEREST
The Chair requested members of TSC to indicate any agenda item in which
they had a conflict of interest, together with the nature of the conflict. None was declared.

ITEM 2C CONFIRMATION OF THE JANUARY 29, 2019  PUBLIC MEETING MINUTES

Motion carried ON MOTION DULY MADE by Mr. Smith, seconded by Ms. Farah and carried, TSC confirmed the above-captioned minutes without amendment.

ITEM 2D BUSINESS ARISING FORM THE PUBLIC MEETING MINUTES AND ACTION ITEM LIST

Catherine Wilkinson deputed on the item.

Motion carried ON MOTION DULY MADE by Mr. Smith, seconded by Ms. Farah and carried, TSC received the report for information.

ITEM 3A 2018 UPDATE – TENANT AND COMMUNITY SERVICES TSC:2019-13

The above-captioned report was presented to TSC.

Motion carried ON MOTION DULY MADE by Mr. Smith, seconded by Ms. Coombs and carried, TSC resolved to receive the report for information.

Susan Gapka, Cathy Birch, Alana Smith, Harriet Shepherd, Catherine Wilkinson and Tom Robson deputed on the item. Copies of the written deputations from Ms. Gapka, Ms. Wilkinson, and Ms. Birch were distributed to members of TSC at the meeting.

Highlights of the discussion:

• Intention of this report is to seek approval to go out to the communities to discuss options of the tenant engagement system. The model is yet to be finalized, and will be brought forward for approval at a later meeting. This is the first step to reconfirm TCHC’s commitment to give tenants choice in terms of the engagement system in their specific community.
• Staff conducted several consultations in 2018 regarding the Tenant Engagement system. It became apparent that there was strong desire for each community to choose their local system.
• A volunteer policy will be brought to the next TSC/Board meeting, along with the full engagement system which includes 52 recommendations.
• A discrepancy was noted between the above-captioned report and the version previously provided to tenants. It is confirmed that TSC will recommend this report to the Board of Directors for approval, and staff is asked to amend the above-captioned report accordingly.

Motion carried ON MOTION DULY MADE by Mr. Smith, seconded by Ms. Farah and carried, TSC approved the report and

recommended that TSC:

1. Receive this report for review;
2. Approve, that at the building and townhouse level of the Tenant Engagement System, each community may choose the approach they prefer from the four options available and forward it to the Board of Directors for approval; and
3. Authorize the appropriate staff to take the necessary actions as may be required to give effect to the above recommendations.

ITEM 4 Q4 2018 SENIORS HOUSING UNIT UPDATE TSC:2019-11

Cheryl Duggan deputed on the item.
The General Manager, Seniors Housing Unit presented the above-captioned report and a PowerPoint presentation.

Highlights of the discussion:

• TSC members asked to be informed of the meeting schedule of Tenants First meetings so they can attend some meetings. It was also suggested that this information be shared with Board members.

Motion carried ON MOTION DULY MADE by Mr. Smith, seconded by Ms.  Coombs and carried, TSC resolved to receive the report for information.

ITEM 5 2018  TENANT EXPERIENCE SURVEY TSC:2019-10

Cheryl Duggan, Catherine Wilkinson and Tom Robson deputed on the item. Copies of the written deputations from Ms. Wilkinson were distributed to members of TSC at the meeting.

Highlights of the discussion:

• It was noted tenant participation is slightly less this year, likely because of the Canada Post strike and that the survey is longer than the last one.

Motion carried ON MOTION DULY MADE by Mr. Smith, seconded by Ms. Farah and carried, TSC resolved to receive the report for information.

ITEM 6 TENANT COMPLAINT POLICY TSC:2019-14

Danh Lam, Scott Guzman and Catherine Wilkinson, deputed on the item. Copies of the written deputation from Mr. Lam were distributed to members of TSC at the meeting.

The Senior Director, Service Integration & Delivery presented the above-captioned report.

 Highlights of the discussion:

• Management will hold public consultations with tenants for suggestions on how to invoke the complaint policy.
• It was agreed that the draft Tenant Complaint Policy be brought back for TSC and Board approval.

Motion carried ON MOTION DULY MADE by Mr. Smith, seconded by Ms. Coombs and carried, TSC resolved to receive the report for information

TERMINATION