Accessibility

• The accessibility program has been well-received; the challenge now is maintaining the improvements.
• FOB key needed remains a problem - delays to access - should be 3 mins for wheelchairs.

Building Revitalization Plans

• BRP has made people excited about their community. Some feel that BRP is taking precedence over spending on normal operating costs.
• Good engagement with revitalization community - weekly café.
• Need better sharing of revitalization plans for frontline staff - e.g. CSF.
• Suggestion to undertake door to door efforts to share information.

B.I.R.

• Information on individual units on B.I.R but staff don't have access to B.I.R.

Buildings

• "No pets" and "pets only" buildings (St. Christopher House).
• Appoint an Eviction Officer e.g. respond to vandalism.
• Better education for tenants on cleanliness and personal responsibility.
• Need more site visits from senior staff to address building issues - security, maintenance, etc.
• Treat every building individually instead of treating every building the same.
• Open up vendor lists to ensure better priorities and service.
• Keep working on improving convenience of recycling building to building; create opportunities for staff to share strategies and ideas.

Capital repairs

• Better communication on capital repairs/scheduling between supervisors and front line staff.
• Contractor bills should require staff sign off - staff never see if bill is correct.
• We are doing well on capital jobs - but there is not enough money to cover day to day repairs.

Community Safety Unit

• Community safety staff should be involved in committees in the community to promote safety.
• More meetings and events with staff, tenants, police, CSU and broader community to build trust and stronger working relationships with police and kids.
• CSU should be assigned to a specific geographic area so that tenants know CSU staff better; work 4-6 months in those areas in tangent with other law enforcement to improve areas and communities.
  • Put CSU staff at specific sites; rotate for 6-12 months (High Risk).
• Drive through visits from Community Safety Officers.
• Have security in buildings at night.
• Hire more mobile safety officers.
• Improve CSU dispatch attitude towards tenants.
• In collaboration with CSU, implement neighbourhood watch.
• More visible security; install more cameras and systems; ensure someone is monitoring cameras. 
• Need to clarify what TPS does and what CSU does.
• More inclusion of CSU in CMP process.
• Prioritize CSU assignments based on need - high risk communities.
• Quicker response from CSU.
• Security is focused on high need - some others get no service, but still have things going on.
• Security is an issue in parking - suggest CSU presence - cameras don't work.
• Track calls to CSU and provide information to supers and property managers - create a sense of partnership in resolving issues.

IT/Technology

• Get WiFi access to all our buildings to get consistent info out to tenants; partnership with communication companies to give Toronto Community Housing more access to technology (revenue generation - paid in kind or for use of space); use the technology and commercial relations we already have.

Partnerships

• Partner with business; leverage their resources (tools).
• Create an inventory of external partners.
• Advocate for longer term funding for agency services.
• Expand SIF program funding to set-up services and assist in obtaining long-term funding (seed funding from SIF).
• Environmental alliances

Rent issues

• Better tracking of income misrepresentation (e.g. credit checks).
• Review occupancy rates.
• Be more aggressive about tenant vacancies.
• Tenants pay their own utilities; social services should step in.
• Increase minimum rent.
• Promote benefits of pre-authorized (easy, cheaper, no travel).
• Less errors in Residential Tenancies Act (to avoid delays in process); develop better system of rent reviews; better fraud detection.
• Develop more rigorous arrears collection process for tenants who leave TCHC to purchase homes.
• Increased management involvement at tenant eviction/arrears process.
• Ensuring loss of subsidy is implemented in a timely manner.
• Communication gap between Supers/TSC and tenants re: arrears payments.

Safety (buildings)

• Safety and maintenance should go hand in hand, not siloed.
• Address and take action on tenants who display bad behaviour.
  • TSC should input safety incidents related to tenants on their file.
• Improve timing of door closure
• More fire drills
• Notice of entry should be required
• Improve lighting/security on a sensor with cameras zoom into areas
  • Targeting the use of cameras to problem areas
• Finish upgrading CCTV in all buildings - some systems are old (VHS).
  • Super training in CCTV equipment.
• Fire Alarms - need tenant key person so alarms can be turned off sooner.
• More security in lobby to deal with prostitutes over night.
• Do all safety inspections throughout the year as you happen to be in a unit doing repairs anyways.

Safety (community)

• Sharing Community Standards and holding individuals responsible for their actions - better reporting to identify problem areas and times.
  • Increase education on community standards.
• Tenant peer group to monitor security/safe environment involvement.
• Brand and market the work we are doing as Toronto Community Housing (e.g. the Blake St CPTED team; better associations with our brand to wider community).
• Community safety education - how to empower tenants to take back the community. 
• Community safety initiative or committee with some tenant leaders.
  • Tenants with the support of Toronto Community Housing institute " block parents"
  • Toronto Community Housing neighbourhood watch
• Expand Reclaiming Outdoor Space program to be year round.
• Work with residents to map safety concerns using GIS technology & University/partners.
• Community Safety - alliances with the police.
  • Safety training from Toronto Police, e.g. Fire Dept.

Systems & Management

• Issue log category in EasyTrac populated by front line staff to move local issues on to all for info
• Focus on CPTED audits and follow-up; train tenants in safety audits & CPTED to play active role in promoting safety. 
• Establish tips line through housing.
• Use mental health framework & CORA reports to look at themes in service calls and connect vulnerable tenants external partners who can support.
• Follow up on security incidents - management and unions.

Tenant insurance

• Promote tenant insurance and other alternatives.

Unit refurbishment

• Unit refurbishment program is well-liked, but we should consult more closely with OU staff when choosing which units to do - there are too many gaps.
  • Consistent service for all - whole building, not select units.
  • Equity - long-serving tenants don't get new kitchen/bath, only on move out
• Clear communication is required about who is getting new stuff and who is not.