Tenant Services Committee (TSC) Meeting - February 3, 2020

Public Agenda

9:15 - Chair’s Remarks

Action: Information

Pre-read: Verbal Report

Presenter: Chair

9:20 - Consent agenda

Approval of Public Meeting Agenda

Action: TSC 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 December 5, 2019

Action: TSC Approval

Pre-read: Minutes

Presenter: Chair

Tenant Engagement Refresh Update

Action: Information

Pre-read: TSC:2020-07

Presenter: Chief Operating Officer

Vacant Unit Action Plan 2020

Action: Information

Pre-read: TSC:2020-08

Presenter: Chief Operating Officer

Market Rent Update

Action: Information

Pre-read: TSC:2020-09

Presenter: Chief Operating Officer

9:25 - Business Arising from the Public Meeting Minutes and Action Items Update  

Action: Information

Pre-read: Action Item List

Presenter: Chair

9:35 - 2019 Performance Report: TCHC Operational Performance Measures

Action: Information

Pre-read: TSC:2020-06

Presenter: Chief Operating Officer

9:55 - Q4 2019 Seniors Quarterly Update

Action: Information

Pre-read: TSC:2020-14

Presenter: General Manager, Seniors Housing Unit

10:15 - Update on Tenants First

Action: Information

Pre-read: TSC:2020-13

Presenter: Acting Director, Strategic Planning & Stakeholder Relations

10:25 - Pest Management Program

Action: Information

Pre-read: TSC:2020-10

Presenter: Chief Operating Officer

10:45 - Short Term Rental Activity – Compliance Management

Action: Information

Pre-read: TSC:2020-11

Presenter: Chief Operating Officer and General Counsel & Corporate Secretary

OCHE Reports

11:00 - OCHE 2019 Annual Report

Action: Information

Pre-read: TSC:2020-01

Presenter: Commissioner of Housing Equity

11:10 - OCHE 2019 Work Plan Performance Report

Action: TSC & Board Approval

Pre-read: TSC:2020-02

Presenter: Commissioner of Housing Equity

11:20 - Referral Agreements Update

Action: Information

Pre-read: TSC:2020-12

Presenter: Acting Director, Strategic Planning and Stakeholder Relations

11:30 - 2020 TSC Work Plan

Action: TSC Approval

Pre-read: TSC:2020-15

Presenter: General Counsel & Corporate Secretary

11:35 - Review of Tenant Services Committee Charter

Action: TSC & Board Approval

Pre-read: TSC:2020-16

Presenter: General Counsel & Corporate Secretary

TERMINATION
 

Public Meeting Minutes

The Tenant Services Committee (“TSC”) of Toronto Community Housing Corporation (“TCHC”) held a public meeting on February 3, 2020, in the Main Floor Conference Room, 931 Yonge Street, Toronto, and via teleconference, commencing at 9:39 a.m.

GCHRC Directors Present:

Linda Jackson, Chair

John Campbell

Amanda Coombs

Debbie Douglas 

Ubah Farah

Councillor Paula Fletcher (9:39 a.m. – 10:30 a.m.)

Management Present:

Jill Bada, Interim General Manager, Seniors Housing Unit

Richard Grotsch, Tenant Resolutions Officer

Scott Kirkham, Acting Director, Strategic Planning and Stakeholder Relations 

Darragh Meagher, General Counsel and Corporate Secretary

Kevin Marshman, President and Chief Executive Officer 

Sheila Penny, Chief Operating Officer

Ceilidh Wilson, Assistant Corporate Secretary (Acting)

Also Present:

Office of the Commissioner of Housing Equity

Cynthia Summers, Commissioner of Housing Equity

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 welcomed everyone to the TSC meeting. The Chair acknowledged that the meeting was taking place on the traditional land of many nations and provided a brief report.

The Chair noted the Acknowledgement of the Land. The Chair commented on the lack of statistics on First Nations representation in TCHC housing; and that this may be time to reflect on whether TCHC is contributing to better housing for the First Nations people that live in Toronto.

The Chair also noted that during the brief In-Camera session, the following were considered: 

• Certain human resources issues; and
• The Ombudsman Report.
  • It was noted that TSC is considering whether some of the information contained in the Ombudsman report can be made available to the public, at a future meeting. 

Item 2 - Consent Agenda

The following items were not held:

• Item 2A – Approval of Public Meeting Agenda
• Item 2C – Confirmation of Public Meeting Minutes of December 5, 2019 

The following items were held:

• Item 2D – Tenant Engagement Refresh Update
• Item 2E – Vacant Unit Action Plan 2020
• Item 2F – Market Rent Update

Item 2A - Approval of Public Meeting Agenda

It was agreed that the below item on the agenda be discussed after item 2D.

• Item 8 – Short Term rental Activity – Compliance Management 

Motion Carried

ON MOTION DULY MADE by Ms. Douglas, seconded by Mr. Campbell and carried, TSC approved the public meeting agenda, as amended.

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 Public Meeting Minutes of December 5, 2019

Motion Carried

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

Item 2D - Tenant Engagement Refresh Update, TSC:2020-07

Susan Gapka deputed on this item. Cheryl Duggan provided written deputation on this item. Copies of the written deputation from Ms. Duggan were distributed to members of TSC at the meeting.

The above-captioned report was circulated to TSC members prior to the meeting.

Motion Carried

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

Item 8 - Short Term Rental Activity Compliance Management, TSC:2020-11

Catherine Wilkinson deputed on this item. Cheryl Duggan provided written deputation on this item. Copies of the written deputation from Ms. Duggan were distributed to members of TSC at the meeting.

The above-captioned report was circulated to TSC members prior to the meeting. The Chief Operating Officer provided an overview and was available to answer questions.

Highlights of discussion:

• It was noted that:
  • Staff initially approached Airbnb and asked them to restrict listing of TCHC properties but Airbnb did not co-operate. 
  • City has a new licensing policy in place.  Anyone who wish to offer short term rental is required to register and obtain a licence from the City of Toronto's Municipal Licensing and Standards department (“MLS”).
  • MLS has agreed to cooperate with TCHC: 
    • TCHC will provide MLS with a list of TCHC properties and municipal addresses.
    • When and if TCHC tenants apply for a short term rental licence, they will be denied through the MLS office.
• Discussion pursued on the challenges in identifying the units in TCHC buildings currently listed on Airbnb; how to take action when such are identified; and the scope of efforts required to address these units.
  • Action Item:
    • Management to report back to the Board with the action plan to address Airbnb units in TCHC buildings
• TSC noted that TCHC housing is not for people to be making profit at the expense of people who need housing. TCHC will enforce its lease rights.
  • Management noted that communications will go to frontline staff to clarify enforcement of TCHC’s lease rights, and training will be provided, if necessary. 
  • Tenants will also be sent an update regarding what is legal / illegal in terms of the lease of their units.

Motion Carried

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

Item 2E - Vacant Unit Action Plan 2020, TSC:2020-08

Cheryl Duggan provided written deputation on this item. Copies of the written deputation from Ms. Duggan were distributed to members of TSC at the meeting.

The above-captioned report was circulated to TSC members prior to the meeting. The Chief Operating Officer is available to answer questions.

Highlights of discussion:  

• Market rent units
  • As at the start of January 2020, market rent units are listed on the TCHC web site.
  • Market rent vacancies will also soon be listed on a commercial rental web site as well
• Vacant units
  • The industry’s target vacancy rate is generally 2%.
  • TCHC’s target vacancy rate was 2% across all units including RGI and market rent. At end of Q4, 2019 the RGI vacancy rate was 1.83%.
  • There is a large amount of vacancies in the bachelor units, and a pilot project was underway to have these units rented to individuals coming off the shelter system.
  • Action Item:
    • Management to provide a briefing note re: the number of new tenants housed annually in TCHC from the centralized waitlist annually.
• Non-Rentable Unit Types
  • It was noted at end of Q4 2019, 181 non-rentable units were taken for staff use
  • Agency controlled units:
    • At end of Q4, 2019, there were 392 non-rentable units under agency category (Table 2, page 4 of Report).
    • Management clarified that these 392 agency units (inclusive of units at 389 Church) were being refurbished or in the process of being transferred to an agency for rental purposes. 
    • The building at 385 Church will be transferred to an agency which would be selected through the RFP process.
  • It was suggested that the following units should be excluded from the non-rentable list: 
    • Units from 385 Church which was a re-development initiative.
    • Units for staff use and units under agency management.
  • Management noted that consistent statistics will be provided to the Committee in future.\

Motion Carried

ON MOTION DULY MADE by Councillor Fletcher, seconded by Mr. Campbell and carried, TSC resolved to receive the report for information.

Item 2F - Market Rent Update, TSC:2020-09

The above-captioned report was circulated to TSC members prior to the meeting.

Motion Carried

ON MOTION DULY MADE by Councillor Fletcher, seconded by Mr. Campbell and carried, TSC resolved to receive the report for information.

Item 3 - Business Arising from the Public Meeting Minutes and Action Items Update

The above captioned report was circulated prior to the meeting.

Motion Carried

ON MOTION DULY MADE by Ms. Douglas, seconded by Ms. Coombs and carried, TSC resolved to receive the above-captioned report for information.

Councillor Fletcher left the meeting at 10:30 a.m.

Item 4 - 2019 Performance Report: TCHC Operational Performance Measures, TSC:2020-06

Catherine Wilkinson deputed on this item. Cheryl Duggan provided written deputation on this item. Copies of the written deputation from Ms. Duggan were distributed to members of TSC at the meeting.

The above-captioned report was circulated to TSC members prior to the meeting. The President and Chief Executive Office, and the Chief Operating Officer were available to answer questions.

Highlights of discussion:

• Arrears
  • Management noted that staff has been working on collection process to bring more direct support to tenants locally.
  • TCHC has also been working with OCHE on arrears in relation to seniors and had positive experience. 
  • OCHE took the following proactive approaches to support seniors:
    • Contacted Tenants 6 months in advance of their turning 65 and encouraged to complete applications.
    • Planned to initiate training for seniors in relation to this matter, as well as their rights, responsibilities, and legislation.
    • Information is distributed in English with a note in a variety of languages that offers translation.
  • It was suggested that demographic data on the tenancies in arrears be collected to provide information regarding family size, ethnicity, vulnerability, and types of issues. Management noted that with implementation of HoMES project phase 2 next year, these data could be collected. 
  • It was noted that some tenants do not know how to calculate their own rent. It was suggested that workshops be offered at local level. 
  • Action Item:
    • Management to present arrears broken down by those over an under 30 days old in next operational performance report.
• On Site Services
  • With new tenant services staff on site, and in closer contact with tenants, staff will be able to better coordinate services for tenants. There will be more direct face to face contacts with tenants.
  • It was suggested that TCHC hire more people from the tenant community, that speak different languages to provide support for:
    • tenant services, or 
    • TCHC Client Care Centre phone line.
• Routine Maintenance
  • It was noted 71% of routine maintenance was completed within 5 days, while the target was within 70%.
  • Management noted that restructuring will bring more effective services to tenants and the percentage will be improved.

Motion Carried

ON MOTION DULY MADE by Ms. Farah, seconded by Ms. Coombs and carried, TSC resolved to receive the above-captioned report for information.

Item 5 - Q4 2019 Seniors Quarterly Update, TSC:2020-14

Cheryl Duggan provided written deputation on this item. Copies of the written deputation from Ms. Duggan were distributed to members of TSC at the meeting.

The above-captioned report was circulated to TSC members prior to the meeting. The Interim General Manager, Seniors Housing Unit is available to answer questions.

Highlight of discussion:

• It was noted that in the next quarter Seniors Housing Unit (“SHU”) would 
  • Continue to practice equity hiring when recruiting new staff; and
  • Continue to do consultations with staff and tenants regarding the Integrated Service Model (“ISM”), and planned to get large percentage of tenant participation with wide variety of tenants from different groups and accessibility.

Motion Carried

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

Item 6 - Update on Tenants First, TSC:2020-13

The above-captioned report was circulated to TSC members prior to the meeting. The Acting Director, Strategic Planning & Stakeholder Relations was available to answer questions. 

Highlights of Discussion:

• Agency and Uninhabited Houses
  • It was noted that TCHC and the City continued to work to transfer all Agency and Uninhabited Houses to eligible agencies.
  • City takes care of the entire RFP process, and will enter into an agreement with the agency to which property is being transferred. 
  • Once the property is transferred, the Agency will become a housing provider. City would remain as Service Manager and TCHC would remain owner the property.
  • Action Item:
    • Management to report back re: how the City can protect ownership of assets should the agency that the asset is being transferred to become insolvent/bankrupt.

Motion Carried

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

Item 7 - Pest Management Program, TSC:2020-10

Catherine Wilkinson deputed on this item. Cheryl Duggan provided written deputation on this item. Copies of the written deputation from Ms. Duggan were distributed to members of TSC at the meeting.

The above-captioned report was circulated to TSC members prior to the meeting. The Chief Operating Officer was available to answer questions.

Highlights of discussion:

• It was noted there are pest issues across the portfolio and across the City.
• Vendor Performance Tracking:
  • Currently there are 5 pest control vendors on contracts, servicing the portfolio across the City. Each vendor receives weekly performance reviews.
  • Each vendor has 7 technician in the field and is required to have 1 field supervisor.
  • Target wait time for treatment is under 2 weeks.
  • There is no cap on service in the contracts and no need for waitlist.
• It was noted that community support will be available to vulnerable tenants who need to prepare for treatments. TCHC established partnerships with:
  • Toronto Public Health which has a mandate to support the seniors portfolio; and
  • Housing Stabilization Fund which provided funding for preparation and support via Toronto Employment and Social Services through Ontario Works.
• It was suggested that updates of this report be included in the TSC Work Plan, at intervals to be determined.

Motion Carried

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

Item 9A - OCHE 2019 Annual Report, TSC:2020-01

Catherine Wilkinson deputed on this item. Cheryl Duggan provided written deputation on this item. Copies of the written deputation from Ms. Duggan were distributed to members of TSC at the meeting.

The above-captioned report was circulated to TSC members prior to the meeting. The Commissioner of Housing Equity was available to answer questions from TSC.

Highlights of the discussion:

• It was noted that OCHE has worked with TCHC staff to improve the arrear collection process.
• It was expected that the TCHC restructuring and new tenant hub model will result in earlier identification of vulnerability and efficient transfer to OCHE.
• OCHE will provide training to tenant hub staff to transfer skills. The tenant hubs will be rolled out in Q2 and it was estimated we would see the changes by Q3.
• It was suggested that OCHE provide TSC with demographics of its clients. TSC is interested in demographic data on gender, race, issues of disability and indigenous identity. 

Motion Carried

ON MOTION DULY MADE by Ms. Douglas, seconded by Mr. Campbell and carried, TSC resolved to receive the OCHE 2019 Annual Report for information and recommend that the report be forwarded to the Board of Directors for information.

Item 9B - OCHE 2019 Work Plan Performance Report, TSC:2020-02

The above-captioned report was circulated to TSC members prior to the meeting. The Commissioner of Housing Equity was available to answer questions.

It was suggested for consideration of OCHE that the afore-mentioned demographic data collection be included in the OCHE Work Plan.
    
Motion carried

ON MOTION DULY MADE by Mr. Campbell, seconded by Ms. Douglas and carried, TSC resolved to approve the OCHE 2019 Work Plan Performance Report for information and recommend the report to the Board of Directors for approval.

Item 10 - Referral Agreements Update, TSC:2020-12

Catherine Wilkinson deputed on this item. 

The above-captioned report was circulated to TSC members prior to the meeting. The Acting Director, Strategic Planning and Stakeholder Relations was available to answer questions from TSC.

Highlights of the discussion:

• It was noted that TCHC has a number of tenants across the portfolio with special needs. TCHC needs to understand those needs and be able to respond. 
  • Management is working with the City’s Shelter, Support & Housing Administration Division (“SSHA”) to address the issue.
  • This involved agency partners that operate under the umbrella of SSHA, through referral agreements. 
• It was clarified that there are other systems which bring tenants who might have complex needs into social housing. Those tenants often have attachments to agencies, not referral agreements.

Motion Carried

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

Item 11 - 2020 TSC Work Plan, TSC:2020-15

Catherine Wilkinson deputed on this item. 

The above-captioned report was circulated to TSC members prior to the meeting. The General Counsel and Corporate Secretary was available to answer questions.

Highlights of the discussion:

• It was suggested some adjustments might be made to the TSC Work Plan including:
  • Frequency of TSC meetings;
  • Frequency of OCHE update reports;
  • CSU reporting; and
  • The Ombudsman’s report.
• It was suggested that the Board and Committee work plans be reviewed to ensure core items are included.
• It was noted that TSC is in consideration of holding meetings at locations outside of the TCHC head office building at 931 Yonge Street.
• The TSC asked for an update on tenant action funds applications. 
  • Management noted that new members were being hired as part of succession management. 
  • Evaluation sessions were held at end of December 2019. Based on the evaluation outcome, changes to the application process will be made effective February 2020. 
• It was noted that the work plan was complied with understanding of outstanding action items and do not limit the Board and Committee’s ability to include additional items on meeting agendas.
• The Chair asked Committee members to provide feedbacks, if any, at any time on the Work Plan.  

Motion Carried

ON MOTION DULY MADE by Ms. Douglas seconded by Ms. Farah and carried, TSC resolved to approve the draft 2020 Work Plan which is appended as Attachment 1 to Report:TSC:2020-15, with updates pending.

Item 12 - Review of Tenant Services Committee Charter, TSC:2020-16

Cheryl Duggan provided written deputation on this item. Copies of the written deputation from Ms. Duggan were distributed to members of TSC at the meeting.

The above-captioned report was circulated to TSC members prior to the meeting. The General Counsel and Corporate Secretary was available to answer questions.

It was suggested the following revision be made to the draft:

• Page 1 of 4, change the words “and ensuring” after the word “oversee” wherever it appears in that document.

Motion Carried

ON MOTION DULY MADE by Mr. Campbell, seconded by Ms. Douglas and carried, TSC resolved to approve the Tenant Services Committee Charter (Attachment 1 to Report:TSC:2020-16), with the above-described revision, and recommend to the Board of Directors for approval.

TERMINATION

TSC resolved to terminate the public meeting at 11:33 a.m.