Tenant Engagement System Code of Conduct

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    Owner: Operations
    Approval Level: ELT
    Effective Date: January 2024

    Context

    The Tenant Engagement System (TES) empowers Toronto Community Housing (TCHC) tenants to participate in local decision-making processes that impact their community. TES Members are volunteers that play a vital role by advocating for the needs of their neighbours and buildings. These opportunities allow TCHC to improve service delivery and create a more positive tenant experience.

    Purpose

    The purpose of the TES Code of Conduct is to outline general expectations and standards for tenants who volunteer their time by participating in the TES. Tenants who participate in or represent other tenants within the TES are volunteers and not responsible for decisions made by TCHC and are not employees of the organization.

    Scope

    The TES Code of Conduct applies to all TES Members who participate in and represent other tenants in formal roles within the TES. This includes the following roles:

    • Tenant Circle members
    • Tenant Council members
    • Citywide Tenant Advisory Committee members
    • Tenant Community Action Table members
    • Tenant Directed Fund related member (i.e. Tenant Action Fund Table)
    • Ad-hoc committees (i.e. Tenant-Staff Working Groups) and other roles created within the TES as deemed necessary

    Code of Conduct Details

    TES Members are expected to interact with other tenants and TCHC staff in a professional and courteous way to promote the best interests of their community. The use of respectful language and behaviour creates a collaborative and inclusive environment for tenants and staff.

    All TES Members are expected to:

    • Not engage in anti-social or behaviours falling under the Eviction for Cause Policy before or during their time as a TES Member
    • Promote the values in TCHC’s Tenant Charter
    • Abide by the standards outlined in the Accessibility for Ontarians with Disabilities Act, 2015 (AODA), TCHC’s Human Rights, Harassment and Fair Access Policy and the Ontario Human Rights Code
    • Uphold the TES Principles of Respect, Equity, Informative, Inclusiveness, Accessibility, Collaboration and Innovation
    • Participate in the TES in the spirit of cooperation at all times
    • Model behaviour that ensures that all TES activities and programs take place in an environment that is free from bullying, harassment and discrimination
    • Act as tenant ambassadors for their community at local events
    • Work together and resolve conflicts in a way that is free from discrimination and harassment
    • Abide by the TCHC staff Code of Conduct1

    The TES Code of Conduct outlines general expectations for TES Members in their capacity as a TES member and as a TCHC tenant. For more detail about how each role functions, please see the accompanying “Terms of Reference” document in the Related Policies and Procedures section.

    The TES Code of Conduct will be available to all tenants and TCHC staff will review the TES Code of Conduct with members as part of their onboarding training. It is the member’s responsibility to seek clarification from TCHC staff if required.

    In addition, the TES Code of Conduct will be made available to all tenants through the promotion of the TES (i.e. open call meetings for tenant elections), through common tenant communication channels (i.e. emails) and can be translated upon request.

    Breach of TES Code of Conduct

    As a social housing provider, TCHC is working to create a diverse, inclusive and equitable environment within the TES for all tenants and remove systemic barriers built on the basis of disability, gender, race, sexual orientation, religion, ethnicity, etc. TCHC recognizes the barriers to participation in the TES caused by discrimination and harassment that result in disadvantages faced by equity-seeking groups.

    A breach of the TES Code of Conduct means that a TES Member has acted in a way that goes against the expectations outlined in the TES Code of Conduct. If there is a suspected breach on the following grounds, tenants are encouraged to report it to local TCHC staff.

    Discrimination

    Discrimination includes any practice or behaviour, whether intentional or not, that has a negative effect on an individual or group based on prohibited grounds. Prohibited grounds include, but are not limited to: disability, gender, race, receipt of public assistance, sexual orientation, religion, and ethnicity). Discrimination can arise as the result of direct or indirect unequal treatment of another, or the effects of unequal treatment of others.

    Harassment

    Harassment is defined as a course of improper comments or conduct that a person knows or ought to know would be unwelcome. It can involve words or actions that are known to be offensive, embarrassing, demeaning or hurtful or in violation of the Human Rights, Harassment and Fair Access Policy. Harassment can take place based on the grounds of discrimination but encompasses many types of aggressive and/or abusive behaviour.

    In order to create an inclusive environment that is free from discrimination and harassment, all TES Members must:

    • Respect the dignity and rights of all tenants and TCHC staff;
    • Abide by the principles outlined in the Confronting Anti-Black Racism (CABR) Strategy;
    • Foster a culture of inclusivity at TES meetings for all tenants and Members; and
    • Report discriminatory behaviour or harassment to TCHC staff to address as a breach of the TES Code of Conduct.

    Conflict of Interest

    A conflict of interest occurs when personal or business interest affect a TES Member’s ability to fairly represent the best interests of tenants. The interest may benefit family, friends or a business that the TES Member is associated with.

    A TES Member must not:

    • Use their position for personal gain or to promote any business opportunities;
    • Use TCHC materials or facilities (e.g. office space or equipment) for personal gain, business or commercial activity; and
    • Be a full time and/or permanent TCHC staff member or its subsidiaries.

    All TES Members must identify to TCHC staff when they are in a conflict of interest and remove themselves from discussions in which they have (or may in the future develop) a conflict of interest. If a member fails to report a conflict of interest, this qualifies as a breach of the TES Code of Conduct and will be addressed by TCHC staff.

    Conflicts of interest harm the TES’ efficiency and integrity. TES Members are strongly encouraged to identify any perceived conflicts of interest and to discuss these with TCHC staff. A perceived conflict of interest is a situation when a member’s involvement in a process could reasonably be seen as a conflict when there are good, practical reasons to displace the threat of conflict.

    Consequences of Breaching the TES Code of Conduct

    If there is an incident involving a TES Member, TCHC staff will take the appropriate steps according to the Addressing a Breach of the TES Code of Conduct procedure. The result of the review process could impact their participation in other aspects of the TES such as access to funding, common space for programming, etc. In serious incidents classified as major or severe breaches, the member may be removed from their position.

    Definitions

    Ad-Hoc Committees: Committees that are implemented based on needs of TES and programs. These committees have a defined mandate, terms of reference and operate within a specific timeline.

    Anti-Black racism: The term anti-Black racism is defined by the City of Toronto's Confronting Anti-Black Racism Unit as policies and practices that are embedded in Canadian institutions that reflect and/or reinforce prejudice, attitudes, beliefs, stereotyping and/or discrimination directed at people of African descent and is rooted in their unique history and experience of enslavement and colonization.

    Anti-Social Behaviour: A tenant engaging in any behaviour in their tenancy (other than accumulating arrears) that causes TCHC to take or consider taking legal action against the tenant at the Landlord and Tenant Board or another tribunal. Anti-Social Behaviour includes illegal acts, threats, intimidation and/or harassment towards other TCHC tenants or staff and any other behaviour that puts the health, safety and/or wellbeing of other TCHC tenants and staff at risk.

    Breach: Any behavior or incident that is in contravention of the Tenant Engagement System (TES) Code of Conduct.

    CABR Strategy: In 2020, TCHC established a Confronting Anti-Black Racism (CABR) Strategy team to develop a company-wide confronting anti-Black racism strategy approved in 2021. The strategy and its 8-Point Plan aim to identify systemic barriers, provide recommendations to address anti-Black racism issues embedded in TCHC policies, programs, and service delivery, and help create a diverse, inclusive, and equitable environment for tenants and staff.

    Citywide Tenant Advisory Committee member: A group of tenants who will represent the broader tenant community and provide input on the overall tenant engagement system, as well as corporate policies and initiatives. These tenants will be selected through an open-call application process.

    Engage Together: Tenant Engagement System model that promotes tenants to take an active role in shaping their communities. There are multiple avenues for participation ranging from the building level to city-wide level. These include Tenant Circles, Tenant Councils, Citywide Tenant Advisory Committee and Tenant Community Action Tables.

    Tenant Circle member: All tenants can join their building or townhouse community's Tenant Circle. Members will focus on the community’s development priorities and decide how tenant funding is spent on projects and initiatives.

    Tenant Community Action Table (TCAT) members: All tenants are invited to participate in the regional TCATs. Spaces will be provided to share knowledge, discuss what is working well, and learn from each other. These Tables will give members more opportunities to engage with subject matter experts like TCHC staff, community partners, and service providers. Members will also be able to provide feedback on tenant-related processes and policies.

    Tenant Council member: Elected tenant leaders from each building or townhouse who comprise of subregional Tenant Councils. These councils will focus on leadership development, community development priorities, and initiatives.

    Tenant Engagement System (TES): The TES is the formal system of engaging tenants living in TCHC, with the goal to increase tenant participation in local decision making.

    Tenant Engagement System (TES) member: A TCHC tenant that is a volunteer and participates in the activities, programming, or committees of the TES.

    Tenant Interest Groups: A group of tenants that may or may not be supported by staff, who advocate for changes within TCHC.

    Tenant-Led Groups: A group of tenants that may or may not be supported by staff, who gather to organize activities to support and/or engage tenants within their TCHC community.

    Tenant-Staff Working Groups: A group of tenants and staff that collaborate to make recommendations that support the operations of TCHC.

    Tenant volunteer: Any tenant of TCHC who is not a member of TES and gives their time to performing a defined task directly on behalf of TCHC on an unpaid basis and/or is in receipt of a stipend or honorarium from TCHC for their volunteer efforts.

    The Centre: The Centre for Advancing the Interests of Black People ("The Centre") was established to lead the organization in implementing the Confronting Anti-Black Racism Strategy to focus on cultural reform at TCHC. The strategy and the Centre work to support TCHC effectively and sustainably toward improving outcomes for Black staff and tenants.

    Vulnerable individuals: Persons who, because of their age, disability, or other circumstances, whether temporary or permanent, are (a) in a position of dependence on others; or (b) are otherwise at a greater risk than the general population of being harmed by persons in a position of authority or trust relative to them.

    Governing and Applicable Legislation

    • Accessibility for Ontarians with Disabilities Act, 2005 (AODA)
    • Ontario Human Rights Code
    • Residential Tenancies Act, 2006

    Related Policies and Procedures

    TCHC Specific Policies & Procedures

    • Accessibility Policy
    • Eviction for Cause Policy
    • Eviction for Cause Procedure
    • Human Rights, Harassment and Fair Access Policy
    • Non-Residential Use of Space Policy for Tenants and Tenant-Led Groups
    • Staff Code of Conduct
    • Tenant Charter
    • Tenant Funds Distribution Policy

    TES Specific Policies & Procedures

    • Tenant Engagement System Volunteer Policy
    • Tenant Engagement System Code of Conduct
    • Breach of the Tenant Engagement System Code of Conduct
    • Tenant Engagement System Elections Procedure
    • Tenant Engagement System Guide for Responding to Anti-Black Racism toolkit
    Tenant Engagement System Code of Conduct