Item 8 Chief Operating Officers Reports September 3, 2020 Tenant - - PowerPoint PPT Presentation

Item 8 Chief Operating Officer’s Reports

September 3, 2020 Tenant Services Committee

Item 8 - Chief Operating Officer's Reports - Presentation TSC Public Meeting - September 3, 2020

Item 8A TCHC’s Operational Performance Measures

• This report outlines TCHC’s operational performance for June 2020

and provides additional explanation for significant variances. Performance Measures (2020 vs. 2019 Average)

• Service Requests Up:
• Call volumes to Client Care was 39,340, an increase of 18%; and
• Call volumes for pest treatments was 3,068, a decrease of 40%.
• Vacancies Down:
• Vacancy was 2.14%, a decrease of 2.4%; and
• Non-rentable units was 2,245, a decrease of 10.9%.
• Arrears Up
• Arrears was $13.5 million, an increase of $2.9M. We continue to

provide rent payment flexibility for tenants whose employment income has been affected by COVID-19.

2020-09-03 Toronto Community Housing 2

Item 8 - Chief Operating Officer's Reports - Presentation

Item 8A TCHC’s Operational Performance Measures

• Community Safety: Crime Up & Fire Incidents Down
• Crime against property was 103, an increase of 16%;
• Crime against person was 112, an increase of 20%; and
• Fire incidents was 12, a decrease of 30%.
• Tenant Supports Down
• Referrals to tenant support was 523, a decrease of 34% when

compared to the blitz initiated in the Spring. This work continues today to ensure all tenant needs are met during the COVID-19 pandemic.

2020-09-03 Toronto Community Housing 3

Item 8 - Chief Operating Officer's Reports - Presentation

Item 8B Update: COVID-19 Response & Recovery

• This report provides an update on the COVID-19 response and

recovery efforts at TCHC. Response

• Expanded cleaning and disinfection in buildings;
• Offered flexibility on rent payments; and
• Conducted 19,033 wellness checks & 1,500 meal deliveries.

Recovery

• Resumed annual rent reviews and in-suite capital work;
• Reopened indoor (cooling rooms, faith based programs) and outdoor

amenities (sports fields, pools); and

• Monitoring return-to-school impact on our buildings and assessing the

re-opening of common rooms and in-person services in mid-October.

2020-09-03 Toronto Community Housing 4

Item 8 - Chief Operating Officer's Reports - Presentation

Item 8C Update on Actions Taken to Address AirBnB Units

• This report provides an update on actions taken to address Air

BnB rental across the TCHC residential portfolio. Background

• AirBnB and short term rentals is a critical compliance issue as

it impacts the integrity of the RGI housing system. Update

• Staff take tenancy management steps, including evictions;
• There are 5 cases at the LTB for short-term rentals; and
• TCHC continues to participate in a City panel to address short

term rentals.

2020-09-03 Toronto Community Housing 5

Item 8 - Chief Operating Officer's Reports - Presentation

Item 8D Pest Control Program Update

• This report provides an update on and response to the provision
• f pest control services across the TCHC portfolio.

Background

• The provision of pest control services are governed under

municipal by-law and federal regulations, and a responsibility as set out in the Residential Tenancies Act. Pest Management

• In 2020 YTD, there has been 20,111 work orders for pest

management issues. There has been a downward trend due to:

• Annual Unit Inspection follow-up activities in Q4 2019; and
• COVID-19 Emergency Management.

2020-09-03 Toronto Community Housing 6

Item 8 - Chief Operating Officer's Reports - Presentation

Item 8D Pest Control Program Update

• Pest Control During COVID
• Preventative pest control services of common spaces and building

exteriors have been sustained, while demand pest control in-suite services have been significantly reduced.

• Supporting Tenants
• In-suite visits have identified that 15% of those units required

supports, which includes access to support, de-clutter, and preparation for treatment; and

• Partnerships with Toronto Employment and Social Services have

assisted to access $300K of supportive funding/services;

• Community Engagement
• Continuing education to raise tenant awareness is an important

lever in pest reduction. As part of this, tenant education materials have been translated and made available in 24 languages.

2020-09-03 Toronto Community Housing 7

Item 8 - Chief Operating Officer's Reports - Presentation