Item 8 - Chief Operating Officer's Reports - Presentation TSC Public Meeting - September 3, 2020 Item 8 Chief Operating Officer’s Reports September 3, 2020 Tenant Services Committee
Item 8 - Chief Operating Officer's Reports - Presentation 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 of 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
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