(July 13, 2015 / 13:10:07) 92200-1 FRPO-MayJune2015_p01.pdf .1
MAY - JUNE 2015 FRPO Report: Removing Barriers to New Rental Housing Foolproof Ways to Handle Tenant Complaints AirBnB: Are You Sharing the Risk? Small Landlord, Big Problem: How to Market Your Rental Unit FRPO’S FAIR EXCHANGE OF FEATURE: Jennifer Bateman-Hatch, RENTAL INDUSTRY NEWS FRPO's Leasing Professional of the Year (July 13, 2015 / 13:10:08) 92200-1 FRPO-MayJune2015_p02.pdf .1
2 FAIR EXCHANGE May-June 2015
Hassle-Free Laundry Rooms For more information, contact us today! 1.877.755.5302 ■ [email protected] ■ www.coinamatic.com (July 13, 2015 / 13:10:09) 92200-1 FRPO-MayJune2015_p03.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 3 CONTENTS May - June 2015
FRPO’S FAIR EXCHANGE OF RENTAL INDUSTRY NEWS Features Departments
AirBnb: FRPO 10 Are you 22 San Diego President’s Perspective By Scott Andison, President & CEO, FRPO ‘sharing’ Housing Tour 4 the risk? CFAA Report By John Dickie, CFAA President THE AODA: 4 Steps to 6 Accessibility for Resolve Tenant 12 24 CMHC Ontarians with Complaints Disabilities Act 8 Housing Outlook Small Landlord, FRPO Ontario Rent 18 Big Problems 14Member 26 Increase Marketing your rental unit Profile Guideline for By Mike Chopowick 2016
Associum Helps 17FRPO Members Save On Costs
Walk a day in 20 my shoes Cover Story Cover photo: Jennifer Bateman-Hatch
FRPO 21MPP Reception at Queen’s Park (July 13, 2015 / 13:10:10) 92200-1 FRPO-MayJune2015_p04.pdf .1
4 FAIR EXCHANGE May-June 2015
President’sPERSPECTIVE by Scott Andison, President & CEO, FRPO Removing Barriers to Private Sector Construction of New Rental Housing Supply
Every household in Ontario should have access to safe and • Improving stable housing that is affordable at every income level. The transparency of government and rental housing providers each have a role Section 37 to play to improve access to affordable rental housing, yet agreements supply has not kept up with demand. • Changes to E Property Tax While governments have proposed different solutions, wait lists for affordable housing continue to grow. As the cost of Assessments of buying a home continues to rise, rental housing has become multi-residential the most affordable option for many Ontario households. properties • Eliminating In an era where government has limited funding to invest, municipal FRPO has put forward a series of proposals are an licensing of rental achievable and affordable way for the government to housing units stimulate the development of new rental housing. Each measure is summarized below. Ontario can help to enable the construction of new quality rental housing for people at all income levels that in turn create healthy communities. Supporting the building of Government can partner with the private new rental housing will help improve housing affordability, sector to create affordable rental housing while creating good jobs and growing the economy. agreements New long-term affordable rental housing agreements will By working together, with clear roles and responsibilities, encourage the development of new purpose-built rental we can find better ways to deliver long term, cost-efficient, housing for low- and medium-income earners in affordable housing solutions that will improve housing communities across Ontario, while ensuring that rents affordability for Ontarians. remain stable for tenants. FRPO believes that adopting a On June 29, 2015 FRPO responded to the Ontario model similar to Vancouver’s Rental 100 Program, which government’s public consultation for a renewed Long-Term provided relief from specific development fees and charges Affordable Housing Strategy with a comprehensive list of for new rental housing, could create up to 90,000 new policy proposals. These proposals will help to achieve the purpose-built rental units in Ontario. government’s mandate to improve access to affordable housing, and can be implemented immediately with little to Reduce development charges no cost to the government, and will give the private sector The high cost of development charges for new housing in increased confidence to invest in new rental housing. Ontario has led to undesirable consequences for tenants: less units and higher rents. To stimulate new units, the Government actions recommended by FRPO include: government should provide exemptions for the construction • Affordable rental housing agreements of new purpose-built rental housing, including brownfield • Reducing development charges development, unit size restrictions, and ground floor development. • Preserving the 1991 rent-increase exemption (July 13, 2015 / 13:10:10) 92200-1 FRPO-MayJune2015_p05.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 5
Supply of New Housing in Long-Term Decline
160 140 120 100 80 60 40 20
Housing Starts per 10,000 people (Ontario) 0 1971 1976 1981 1986 1991 1996 2001 2006 2011
Source: HRSDC calculations based on Statistics Canada. Table 027-0009 - Canada Mortgage and Housing Corporation, housing starts, under construction and completions, all areas, annual (units), CANSIM (database); and Statistics Canada. Table 051-0001
Preserve Ontario’s Post-1991 New Rental Development Policy Rent control remains a barrier to investment for new rental development, as well as in older rental buildings. By providing a commitment to maintain the post-1991 new rental development policy, government will provide the long-term confidence to invest in new rental housing supply, while phasing-out rental control on existing units can stimulate new investment in Ontario’s aging rental stock. restoring the pre-2007 regulatory exemption under the Reduce the burden of planning and density- Municipal Act, in recognition of existing regulatory standards bonusing fees (Section 37) provided by the Residential Tenancies Act, the Building Code, the Fire Code and municipal property standards The government should improve transparency and certainty enforcement tools to reduce regulatory burden and financial for how development fees are imposed under Section 37 of pressures on landlords that increase rents for tenants. the Planning Act. The Act should be amended to better define the circumstances where Section 37 fees are FRPO believes that the measures above are a number of imposed, which currently represent over 17 percent of the government levers that could unlock private capital to build cost of a new multi-residential unit in the City of Toronto. more purpose-built rental housing. FRPO has focused on solutions that the government can take immediately, Make changes to property tax and assessment policies to without investment in capital dollars, which would ensure fairness for tenants and promote development encourage the development industry to invest in new On average, rental tenants in Ontario pay twice the average purpose-built rental stock. property tax rate of a house or condominium due to Combined, these changes will provide important long-term inequitable municipal tax policies. The government can assurances in the rental market and will help to reduce the reduce the cost of rent for thousands of tenants in Ontario cost of construction, maintenance and administration of by making changes to the current property tax assessment purpose-built rental housing to a point that will make policy for multi-residential units. In addition, the current renting these new units an affordable alternative to home method of assessing multi-residential properties is flawed, ownership for many Ontarians. Stimulating growth of the often leading to lengthy and costly legal appeals that in turn rental housing sector will further benefit all parties, increase the cost of rents for tenants. providing economic growth, new sources of government revenue and thousands of well-paying jobs in the Eliminate expensive municipal rental housing construction industry. licensing schemes Municipal licensing fees for new and existing rental housing should be eliminated, as these fees have proven to have the unintended effect of reducing the supply and affordability of rental apartments. The government should consider Continued on page 9 (July 13, 2015 / 13:10:11) 92200-1 FRPO-MayJune2015_p06.pdf .1
6 FAIR EXCHANGE May-June 2015
REPORT FRPO’S FAIR EXCHANGE OF CFAA RENTAL INDUSTRY NEWS
The voice of the Federation of Rental-housing Providers Small business tax rate review of Ontario may help landlords A PUBLICATION OF: by John Dickie, CFAA President
Do you remember occasions on which EDITOR: you arranged a repairperson to fix an Mike Chopowick • FRPO EMAIL: [email protected] appliance, and then when the person TF: 1 (877) 688-1960 arrived the appliance works perfectly. PHONE: (416) 385-1100 EX 21 CFAA’s lobbying campaign feels like FAX: (416) 385-7112 www.frpo.org Dthat this year. Based on completely 20 Upjohn Rd., Suite 105 credible advice the CFAA Board decided Toronto, Ontario M3B 2V9 that pushing for any broad based tax ADVERTISING & SALES: reform at this time would be pointless, Mike Rich • MPH Graphics and we needed to become much more EMAIL: [email protected] specific, or to move to lobbying for TF: 1 (800) 668-6037 PHONE: (905) 470-2265 other policy changes to benefit FAX: (905) 470-2205 landlords, such as housing allowances mphgraphics.com (to help tenants pay their rents) or 35 Mobile Drive Toronto, ON M4A 2P6 developments bonds to facilitate new private sector construction. SUBSCRIPTIONS & ADDRESS CHANGE: Lynzi Michal • FRPO The credible advice also underlined the extreme reluctance of the Finance EMAIL: [email protected] officials to broaden any “loopholes” such as the application of the small business TF: 1 (877) 688-1960 PHONE: (416) 385-1100 EX 22 tax rate, which allow a deferral of tax until rental returns are taken out as FAX: (416) 385-7112 dividends (when they are taxed at each recipient’s marginal tax rate.) www.frpo.org 20 Upjohn Rd., Suite 105 Then in the Budget delivered on April 21, the federal government announced Toronto, Ontario M3B 2V9 that it will lower the small business tax rate, and review the eligibility for that DESIGNED AND PRINTED IN CANADA BY: preferred rate.
The paper selected for this project represents these environmental savings: FRPO IS A MEMBER OF:
trees water (litres) air emissions (kg) solid waste (kg) PRESERVED SAVED PREVENTED ELIMINATED Canadian Fédération Canadienne Des 1 15,210 336 122 Federation Associations of Apartment De Propriétaires *compared to products made of 100% virgin fibers Associations Immobiliers The table above demonstrates the environmental benefits of running stock with 10% PCW Opinions expressed in articles are those of the authors and (Post Consumer Waste). do not necessarily reflect the views and opinions of the The formulas shown are based upon production of 12,000 magazines per year printed on 70lb Starbrite Plus FRPO Board or Management. FRPO and MPH Graphics ® accepts no liability for information contained herein. All Gloss Text FSC rights reserved. Contents may not be reproduced without Printed by MPH Graphics: 100% Bullfrog Powered (energy and green natural gas) and the First FSC® written permission from the publisher. Certified Printer in North America. Printed on Starbrite Plus Gloss Text FSC® Certified containing 10% post-consumer fibre, processed elemental chlorine free, acid free and using vegetable oil-based inks. (July 13, 2015 / 13:10:12) 92200-1 FRPO-MayJune2015_p07.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 7
According to the full Budget document, the government is landlord community. Submissions are due by August 31, concerned that certain businesses are not able to use the so that they will be fed into the preparation of the 2016 small business tax rate because their income is from Budget after the election, now set for October 2015. property. The examples the Budget gives are campgrounds and self-storage facilities. CFAA would prefer a tax reform that would improve the tax situation for all landlords, but since that is not currently in The rule that income primarily derived from property does the cards, we will want to make the most of this opportunity. not qualify for the reduced small business tax rate has been Despite the uncertainty that still exists, this review is a an irritant to small and mid-sized landlords for decades. better opportunity for a positive tax reform than we have Landlords know how much work it is to screen tenants, seen for some considerable time. collect rent and do repairs. Landlords think of themselves as running an active business, but they do not qualify for FRPO is a member of the Canadian Federation of Apartment the small business tax rate. Associations, the sole national organization representing the interests of Canada’s $480 billion dollar private rental housing (Budget 2015 also announces the reduction in the small industry, which provides homes for more than eight million business tax rate from 11% to 9% to be phased-in over four Canadians. years. That makes eligibility even more attractive.)
A few mid-sized landlords have been able to claim the small business tax rate on their property income because of an exception to the rule that income derived from property is not eligible. The exception is that a corporation can “Protect the consumer by owning the product claim the small business rate if it has five or more full time employees. all the way from the soil to the table.” Henry J. Heinz However, most corporations with more than five full time employees are too large to qualify. The size limit for qualifying is taxable capital of $15 million. (Taxable capital is generally equal to a company’s retained earnings, share capital and long- term debt.) If the taxable capital is between $10 million and $15 million, the amount of income eligible for the small business tax rate is proportionately reduced.
To be useful for more landlords, the test of the number of employees needs to be reduced to, say, one or two or three full time employees rather than five. It would also help many landlords for the test to be modified so that either the test, or an alternate test, was specified in full-time equivalents (FTEs). For example, if the test Picking the right provider is important were three FTEs, then a landlord could qualify with one full time property manager/ For over 20 years, we continue to be a leading administrator and four half-time manufacturer and billing solutions provider superintendents. A lot more landlords have that complement of staff than have five full time employees.
CFAA will take part in the consultation Call us today: 1-888-298-3336 process to try to widen the availability of the carmaindustries.com small business tax treatment within the Canada’s National Utilities Submetering Company [email protected] (July 13, 2015 / 13:10:13) 92200-1 FRPO-MayJune2015_p08.pdf .1
8 FAIR EXCHANGE May-June 2015 HOUSING MARKET SUPPORTED BY ONTARIO ECONOMY IN 2015
Canada Mortgage and Housing Corporation (CMHC) recently released the Spring Housing Market Outlook for all major centres across the country. The trend measure of housing starts in Canada was 181,231 units in May Ccompared to 179,524 in April. The trend is a six-month moving average of the monthly seasonally adjusted annual rates (SAAR) of housing starts.
“The small increase in the trend was primarily driven by higher multiple starts in Ontario, the Atlantic region, and Québec. Despite month-to-month variation in multiple starts, CMHC expects builders will continue to focus on managing inventory of completed but unsold units — inventory that is still above historical average,” said Bob Dugan, CMHC’s Chief Economist. “CMHC also forecasts slight moderation in housing starts in 2015 and 2016, reflecting a slowdown in housing market activity in oil- producing provinces that will partly be offset by increased activity in provinces that are seeing the positive impacts of low oil prices.” Sales of existing homes, typically less expensive than new Following inclement weather in early 2015, Ontario housing homes, will gradually lead the market higher. MLS® sales activity will increase throughout most of 2015 before are forecast to range between 192,800 to 218,000 units in slowing next year, foresees the Second Quarter 2015 CMHC 2015 before slowing between 182,900 to 213,400 units in Housing Market Outlook. Ontario annual home starts will 2016. Ontario home prices will grow at a slower rate over range between 56,800 to 64,200 units in 2015 and 54,500 to the forecast horizon. 63,600 units in 2016. As Canada’s authority on housing, CMHC contributes to Demand is expected to be stronger in resale markets the stability of the housing market and financial system, neighbouring the GTA. Strengthening preferences for provides support for Canadians in housing need, and offers higher density dwellings as well as for home rental versus objective housing research and information to Canadian ownership are also expected. governments, consumers and the housing industry.
“An improving economy will be more supportive of the Ontario housing market in 2015 than it has been in the recent past,” said Ted Tsiakopoulos, CMHC’s Ontario Regional Economist. “However, as mortgage carrying costs continue to grow, particularly for single family homes, demand will increasingly shift to more affordable housing.” (July 13, 2015 / 13:10:13) 92200-1 FRPO-MayJune2015_p09.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 9
For more information, visit www.cmhc.ca or call 1-800-668- 2642. CMHC Market Analysis standard reports are also Continued from page 5 available free for download at CMHC Housing Market Information. Government Should Focus Its Limited Dollars Where It Is Most Needed To take advantage of CMHC’s Mortgage Loan Insurance, contact Paula Gasparro, Manager, Business Development, The private sector is eager to work with the government Multi-Unit Mortgage Insurance at 416-250-2731 or via to encourage more development of new affordable e-mail at [email protected]. CMHC housing for low-income households to help reduce government waiting lists, and prevent homelessness. The reality is that rental housing for low-income households cannot be built without substantial capital Ontario Starts1 (All Areas) investment from government due to the current costs of land acquisition and construction, in order to keep rents 90,000 80,000 at a rate that the lowest-income Ontarians can afford. 70,000 60,000 50,000 Ontario Housing Benefit 40,000 30,000 The government could provide immediate assistance to 20,000 10,000 low-income households through an Ontario 10,000 0 Housing Benefit that would help to reduce poverty and homelessness by improving the affordability of housing. 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015(f) 2016(f) FRPO recommends that the Ontario government implement a new monthly housing benefit that helps not just OW/ODSP recipients, but also the working Ontario MLS® Sales2 poor, residents of social housing who are paying market rents, and those at risk of homelessness. The 250,000 implementation of a Housing Benefit would be an 200,000
150,000 effective way for the government to lower the extreme
100,000 waiting lists for affordable housing, improve socio-
50,000 economic outcomes for thousands of households, and
0 allow the government to focus on repairing its existing housing stock. 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015(f) 2016(f) FRPO remains committed to working with our partners in the non-profit and government sector to find better Housing Starts in Canada - All Areas ways to bring the right housing solutions to all tenants in Ontario and to improve housing affordability for all Housing Starts, SAAR Housing Starts Trend Line (6-month moving average) Ontarians. Working together, we can build Ontario up to 240 deliver long-term cost efficient affordable housing solutions. 215 201.705
190 Thousdands 181.231
165
140 May 2013 May 2014 May 2015
1The outlook is subject to some degree of uncertainty. Although point forecasts are presented in this publication, CMHC also presents forecast ranges and risks where appropriate. The forecasts included in this document are based on information available as of April 20, 2015.
2The term MLS® stands for Multiple Listing Service and is a registered trademark of the Canadian Real Estate Association (CREA). (July 13, 2015 / 13:10:14) 92200-1 FRPO-MayJune2015_p10.pdf .1
10 FAIR EXCHANGE May-June 2015
AIRBNB: By: Mike Beaton ARE YOU ‘SHARING’ THE RISK?
As the world continues to change at an exponential rate, What happens if a tenant rents space from you, but use it established industries are being disrupted by smaller, ONLY as a lodge for travelers through AirBNB? Does your nimbler, more technologically advanced competitors. insurance cover any losses? Unfortunately, like many new Today’s consumer craves convenience and service, and products on the market, the rules governing their use these new companies are scaling at a rate that is driving the haven’t caught up to reality of the new economy. priceA down and forcing their competitors to react. FaceBook, Kijiji and Uber are all highlights of this new ‘sharing AirBNB offers a $1,000,000 Host Guarantee, which simply economy’, disrupting their industries and forcing the stated, will reimburse you for up to $1,000,000 in damages previous market leaders to react and change strategy, not to your eligible property, in the rare event that guest only to compete with these new players but survive. damages are not resolved directly with the guest. However, critics argue that most home owners insurance policies do One of the best examples of the new sharing economy is a not, under any circumstances, cover short-term rentals – service called AirBNB – if you haven’t heard of it yet, you it’s considered a commercial risk. They also argue that the will soon. AirBNB (Bed and Breakfast) is a community ‘Host Guarantee’ isn’t actually insurance – it doesn’t cover marketplace where guests can book spaces from hosts, things like cash and securities, pets or certain types of connecting people who have space to spare with those who property like jewelry and artwork. are looking for a place to stay. Typically these are short-term rentals, and can vary from a room in a residence, an Although being an AirBNB Host can be potentially lucrative, apartment, to an entire house. AirBNB has quickly spread is it legal for your tenants to do so? This seems to be a grey throughout the United States and has recently entered area in Canadian Law, with many provinces having Canada. It has become one of the most preferred methods conflicting precedents set as to whether it should be of booking accommodations for the millennial generation allowed. For example, according to Vancouver’s Zoning And (born early 1980s to early 2000s), and is taking a sizable Development Bylaw 10.21.6, ‘rentals for a period of less chunk of market share from the hotel industry. than one month are not permitted unless the unit is part of a hotel or bed and breakfast’. Other provinces have no such As a landlord, where do you stand in this? If one of your provisions. Horror stories are emerging in the media where tenants has an extra room available, should they be able to the Host had to submit an insurance claim, due to their ‘rent’ it out to strangers? Does this leave you, the landlord, guests’ negligence, only to be denied by their insurance liable? Is it covered under their tenants insurance policy? company for not having coverage for this exposure. (July 13, 2015 / 13:10:14) 92200-1 FRPO-MayJune2015_p11.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 11
According to neighbors of AirBNB users, the site is bringing • Educate your tenants personally about the risks of using loud parties, over crowding, and even brothels into their these short-term rental services and the potential effects buildings – leading some tenant groups to self-police and on their personal property, liability, and legal issues. report residents illegally listing units on the site. Critics also mention that in secure buildings, such as those who require For more information, please contact: Mike Beaton, B.Comm, key (fobs) to enter, are becoming compromised by allowing National Marketing Specialist, 902-434-4642, A. P. Reid complete strangers to move in temporarily. As a landlord, Insurance Ltd., 100 Main Street, Suite 2030 Dartmouth, NS you would want to approve the tenants that are moving into B2X 1R5 your buildings; it is vital that you exercise your lawful right under Ontario’s Residential Tenancies Act to approve or decline any short-term sublet requests from your tenants.
There are a couple of ways to mitigate the risk on your buildings that you might want to look into: • Look through your building insurance contract to see if there are any provisions about short-term rentals, and see what you, the landlord, are liable for. • Require your tenants to have tenants insurance - this will likely lower your exposure to risk (and would likely deter your tenants from using their space as a short-term rental). • Brush up on the bylaws in your city, in regards to these services. These services have been banned in some municipalities. • Create an account on these services, and do a monthly search for your buildings to make sure they aren’t being listed. (July 13, 2015 / 13:10:15) 92200-1 FRPO-MayJune2015_p12.pdf .1
12 FAIR EXCHANGE May-June 2015 THE AODA: Accessibility for Ontarians with Disabilities Act
The AODA became law in 2005. The goal of the legislation and their requirements. These requirements impact how is to ensure an accessible Ontario by 2025. The AODA will landlords should interact with, communicate with, and help obligated businesses and organizations to identify, provide services to their tenants. remove and prevent barriers for people with disabilities. The number of employees your organization has determines TThe Government of Ontario has developed standards for which accessibility requirements you must meet. accessibility under the AODA. The standards have requirements that will help Ontario businesses become In order to determine how many employees a landlord has more accessible, and help Ontario reach its accessibility on staff, employees who work full time, part time, or goal. The requirements are legal rules that obligated seasonally should be counted. Landlords should not count organizations must follow in order to create an accessible volunteers or independent contractors as employees for the environment. purpose of the standards.
Ontario’s accessibility standards require landlords to think If you are self-employed, either as a sole proprietor or in a about barriers that may be created by the way that they partnership, you should not count yourself as an employee interact with, communicate with, and provide services to in determining how many employees you have. In this their tenants, and to proactively take steps to overcome situation you and any business partner that you may have these barriers and increase accessibility for tenants with are not employees. However, any other individuals who disabilities. work for you may be considered employees depending on the nature of the relationship. If you run your own business and it is incorporated, you may be an employee of the Who has to comply with the AODA? corporation along with other employees you have. All organizations with one or more employees in Ontario have obligations under the accessibility standards..It is important for landlords to fully understand the standards (July 13, 2015 / 13:10:17) 92200-1 FRPO-MayJune2015_p13.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 13
What areas of concern do the accessibility standards address? Ontario’s accessibility standards require businesses to take steps toward Count On Our compliance in a number of areas that are important to people with disabilities. These include: Experienced • how organizations provide customer service to people with disabilities; • how organizations provide Lawyers information and communicate with people with disabilities; Aird & Berlis LLP is actively engaged in all aspects of the • how organizations can incorporate rental housing industry. We can advise on everything from accessibility into their employment practices; acquisitions, dispositions and financing to redevelopment, tax and regulatory matters. • how public transit organization can become more accessible to people Rely on A&B to provide cost-effective and practical solutions with disabilities; and to your multi-residential property issues. • how public spaces can be designed to be more accessible for people with Robert Doumani disabilities. [email protected] 416.865.3060 How landlords provide service to people with disabilities, and how landlords provide information and communicate with people with disabilities, are the most relevant standards to the relationship between tenants and landlords.
Do I have to make my building wheelchair accessible? Some landlords think that the AODA requires them to make their buildings fully wheelchair accessible. This is not the case. The Design of Public Spaces airdberlis.com standard may apply to some landlords (for example, those who provide off- street parking), however the AODA does amendments came into effect January 1, 2015 and cover a not require landlords to retrofit their buildings to be fully range of areas including updated requirements for barrier- wheelchair accessible. However, if a tenant makes a specific free washrooms, power door operators, elevators, visual accommodation request under Ontario’s Human Rights fire alarms and accessible or adaptable seating in public Code (the Code) that requires physical alterations to the assembly buildings such as theatres, lectures halls and building, a landlord is required to accommodate the tenant places of worship. However, the amendments apply to up to the point of undue hardship. most new construction and extensive renovations only. The amendments do not apply to existing residential housing, Accessibility requirements for buildings, including (with the exception of smoke alarm requirements) where no residential complexes, are found in Ontario’s Building renovation work is planned. Code. New accessibility requirements were introduced to the Building Code to work with the Design of Public Spaces Source: Centre for Equality Rights in Accommodation standard to increase accessibility for Ontarians. These (July 13, 2015 / 13:10:18) 92200-1 FRPO-MayJune2015_p14.pdf .1
14 FAIR EXCHANGE May-June 2015 FRPO Member Profile: Jennifer Bateman-Hatch (CAPREIT)
At FRPO’s December 2014 MAC Awards Gala, Jennifer Bateman-Hatch was awarded the annual Leasing Professional of the Year award. Jennifer joined CAPREIT in 2011 and has performed the role of a Leasing Professional at various sites, wherever her contribution was needed. As thisA year’s award recipient, she was recognized for providing an exceptional above and beyond level of dedication to customer service.
In addition to reduced vacancy and improved site reputation of her company’s properties, Jennifer’s work was demonstrated to be responsible, organized, diligent and professional. Awarded the national CAPREIT ACES Award three times (Award recognizes employees exceeding the qualities of “Above & Beyond, Conscientious, Exceptional and Service”, her leasing work has maintained a high satisfaction rate amongst residents.
Jennifer manages leasing for one of CAPREIT’s largest sites, a setting with over 12 acres of parkland. West Park Village is located at the intersection of Kipling Avenue and Dixon Road in Etobicoke and consists of twelve different apartment and townhouse complexes (TH) with a total of 464 suites.
In 2012 Jennifer became the fulltime Leasing Professional at West Park Village. She was faced with a neglected site that had 40% vacancy, numerous outstanding work orders and disgruntled residents. Jennifer faced these challenges (July 13, 2015 / 13:10:19) 92200-1 FRPO-MayJune2015_p15.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 15
head-on and showed that outstanding customer service can have an overwhelmingly positive effect on a community. She was also recently promoted to Operations Manager and now manages a portfolio of properties for CAPREIT.
Some of her outstanding efforts include: Problem Solving: Meeting with all the tenants, one at a time, who wanted to tell her their issues – at first the line up went through the rental office and outside along the sidewalk.
Procurement: Brought in new contractors to resolve all outstanding work orders. “As a tenant in this complex for 35 plus years….[I] have seen a Creative Leasing Strategies: Reached out to different local lot of changes since Jennifer has been in charge of our complex employers in an effort to entice people to come rent a suite and I must say all for the better.” at West Park Village. The airport and TD Bank were very Maureen, CAPREIT Tenant receptive, providing a pool of quality tenants. To maintain building safety, she meets regularly with the Leadership: Staging suites and orchestrating open houses. police and has established a good relationship – drug Jennifer held “painting days” with the rental staff to revive activity and crime are down. Jennifer also organized a Joint the common areas. Health and Safety Committee and follows up with monthly inspections. Collections Management Throughout the last year Jennifer has expanded her focus to Q&A include rent collection and practiced eviction prevention. FE Magazine sat down with Jennifer to learn more about She meets with residents who are not paying on time. Often what contributes to her successful approach to apartment she refers them to social agencies, including “Rent Bank” leasing: which provides zero percent loans. FE: What is you biggest challenge in the apartment leasing “Even quality tenants can encounter financial trouble, which is business? why I insist on practicing eviction prevention. When I see a Jennifer: At the moment, my biggest challenge is increasing tenant in collection, I bring them in to my office immediately competition due to the building of condominiums as well to connect them to resources that will allow them to make ends as the development of new multi-residential buildings for meet. It’s never too soon to lend a helping hand.” the purpose of rentals. In response to this competition, we -Jennifer Bateman-Hatch, Leasing Professional, CAPREIT have had to adapt and have become more imaginative when it comes to marketing and promotion. We have also As a result, accounts receivables were reduced from 29 increased focus on customer service. percent in January 2014, to 5 percent in September – a direct result of her initiatives. Jennifer has a great working FE: How did you get into the rental housing business? relationship with her residents and they often meet on a Jennifer: I originally come from the food and hospitality regular basis. She works individually with each resident. industry. When I was looking for a change, a friend thought This good rapport with the residents has helped her make that I would be a perfect fit for this high energy and customer significant gains on rent collection. service focused industry. Above and Beyond Service FE: What do you like most about your work? Jennifer is always eager to learn more and build her Jennifer: No day is ever the same. New challenges arise on knowledge, and is currently enrolled at Humber College to a daily basis. Whether it is finding the perfect suite for a study Property Management. She organizes staff family or dealing with a challenge that a resident is appreciation events and shows leadership by mentoring experiencing in their suite, or in the building. I enjoy the other leasing professionals. problem solving aspect of my job and the impact that it has on our residents. (July 13, 2015 / 13:10:19) 92200-1 FRPO-MayJune2015_p16.pdf .1
16 FAIR EXCHANGE May-June 2015
FE: What skills and attributes do you think make a successful government or community agency, who can offer assistance; leasing agent? whether it is financial counselling or a loan. Eviction Jennifer: A good leasing agent must realize that, when prevention helps to reduce vacancies. It also helps to dealing with a prospective resident, we are selling far more create loyalty in residents. than what is contained within the walls of an apartment. We FE: How important is it to maintain effective communications are promoting a lifestyle and a community, whether it is with your tenants? within the building or in the surrounding neighbourhood. Leasing agents must be aware of their surrounding area and Jennifer: Open and effective communication is the key to a what it has to offer a prospective resident, and promote it. good relationship with our residents. This must start from day one. By setting the expectations between the landlord Leasing agents must possess confidence. As a and resident, contentious situations may be avoided. representative of CAPREIT , residents and prospective Notifying residents well in advance of any maintenance residents must feel assured that they have made the right and/or upgrade projects assists in reducing stress incurred choice when finding their new home in one of our buildings by our residents and allows them to make any necessary and that I will appropriately address their needs. The arrangements, well in advance. My philosophy is that in relationship between site staff and the resident must start directly connecting with residents and in expressing off on the right foot. empathy, as well as understanding to a resident’s concern, Integrity is essential. Do not promise anything that you we are able to develop a mutually respectful relationship. may not be able to deliver. FE: You have received many positive testimonials and A good leasing agent must express empathy when dealing compliments from tenants. How good do these make you with a prospective or current resident. Whether we are feel about your work? trying to find the right suite or dealing with a resident’s maintenance or financial difficulty, we must remember that Jennifer: It is great to know that my team and I have made this is their home. a positive impact on a community. We are very proud of the relationships that we have developed with the community’s FE: Describe some of your strategies you use to manage rent members. arrears? FE: What are some of your hobbies and interests outside of Jennifer: I find that consistent, open and respectful property management? communication works best. When I find a resident is falling behind or is missing rent payments, it is best to speak with Jennifer: I really enjoy my downtime spent with my family. them directly, whether over the phone or in person. A Especially time spent at the cottage. I also have a deep love simple reminder may be all that is needed. In some of reading. When not at work, I am rarely found without a circumstances I may be able to connect a resident with a book in hand. (July 13, 2015 / 13:10:20) 92200-1 FRPO-MayJune2015_p17.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 17 ASSOCIUM HELPS FRPO MEMBERS SAVE ON COSTS By: Jenn Poirier, Associum
Most organizations are really good at their field of expertise; We recently completed case studies to show, on average, however, many do not navigate the intricacies of running an what organizations of various sizes should expect to save office with the same level of skill. The many ins and outs of (hard costs) with our program. business/office matters such as procurement, IT, insurance, employee benefits, and HR can be overwhelming. Case Study #1 (10 FTE) MASSOCIUM specializes in assisting organizations steer Product / Service Annualized Average Annualized % through the complexities of balancing the right choices for Dollar Savings of Savings the right prices. This is our field of expertise and we’re really Commercial Insurance *Customized good at it – after 30 years we ought to be. information Office/facilities Supplies $556.87 34.44% Since 1984, ASSOCIUM has assisted organizations with their back office solutions in order to free up time and Employee $214.28 1% resources so that organizations can do what they do best Group Benefits – while we do what we do best. We are pleased to partner Tele/Web Conferencing $884.04 61% with FRPO to extend the value that ASSOCIUM has Phone Lines/Long $774.12 273% historically brought to the not-for-profit and public sectors Distance/Toll Free to the FRPO membership. As an added perk to your FRPO Photocopiers/Scanners/ $2,940.00 120% membership, FRPO has also negotiated an exclusive offer Cameras through ASSOCIUM to will help save your business on both Office Interiors $1,227.50 25% hard and soft costs – thereby increasing your bottom line. Courier Services $1,584.60 56% Through our national group buying program and employee Payroll Services $360.00 29% group benefits divisions your organization will have access to many different ways that will reduce costs and save resources. We leverage economies of scale to create buying Case Study #2 (100 FTE) power and safety nets that make far greater sense than Product/Service Annualized Average Annualized % ‘going it alone’. Dollar Savings of Savings Commercial Insurance We are pleased to offer FRPO members 50% off an Office/facilities Supplies $945.68 19.92% ASSOCIUM Advantage annual membership for the first year, and 10% each year thereafter. If your organization Employee Group Benefits $4,329.66 1% would like ASSOCIUM Benefits to become your employee Tele/Web Conferencing $24,174.17 137% group benefits provider (for plans as small as 2 employees!), Phone Lines/Long 331.57 30% your membership into our national procurement services Distance/Toll Free program would then become free. See the reduction in Photocopiers/Scanners/ operating expenses right away and begin to save money Cameras immediately. Office Interiors $12,441.50 27.4% Courier Services $896.88 13% ASSOCIUM Benefits fixed-rate pooled plan for small employers has seen no rate increase since 2008! We are Payroll Services $2,340.00 20% uniquely positioned to create a plan that is right for your employees at a cost that is right for your business.
Continued on page 27 (July 13, 2015 / 13:10:21) 92200-1 FRPO-MayJune2015_p18.pdf .1
18 FAIR EXCHANGE May-June 2015
Small LANDLORD BIG Problems by Mike Chopowick
Marketing your rental unit With all the phone calls and legal inquiries we get at FRPO 2. The rent from landlords, it is clear that most problems start from the Be upfront and clear what the monthly rent will be. In decision to rent to an unsuitable tenant. We have to be Ontario you are free to negotiate a fair market rent with any careful with our language here. All or most tenants can be prospective tenant, so do so. If vacancy rates are high, you considered “suitable”, but perhaps not for your particular can offer one-month free rent as a discount or concession vacant rental unit. Finding the right fit is the key to long- to close the deal (or any of the other allowable rent term success. discounts permitted by the Residential Tenancies Act) Of course many prospective tenants will search for a rental without affecting the lawful monthly rent. apartment based on location and curb appeal (according to Many landlords struggle with determining what rental price a JD Power & Associates tenant survey, 56% of tenants base they should ask for. You can start by checking competitors’ their decision on curb appeal). But following that are many ads in the print or online classifieds. CMHC also publishes other important factors that will match the right tenant with a wealth of rent data from its rental market survey that will the right apartment: Size, amenities, view, price, physical be valuable to you. condition, upgrades, sense of community. For example, you may know that the average monthly rent This is where some basic marketing and advertising skills for a 2-bedroom in London, Ontario is about $950/month. come in handy for a landlord. The key secret? To find the But, for a 3-bedroom in North London the average rent is ideal tenant, market your unit as the ideal apartment. $1,500/month, while for a bachelor unit in East London the Different tenants want different things. Stick to advertising average is $460/month. the basics of your vacant unit, and you will increase your Do your own research. If you need help accessing some of chances of signing a lease with a tenant who is proud to call your rental property their home. this data, as a member you can contact FRPO and we will provide it to you.
Here are some of the basics: 3. What is included? 1. Avoid discrimination and human rights pitfalls Many tenancy legal problems arise from disputes over what I can’t stress this enough. Under no circumstances should is included in the rent. If hydro is separate, make sure you your rental ad mention the type of tenant you think would be provide information on the estimated monthly electricity suitable. Do not say things such as: “suitable for a charges for that rental unit (this is now required by the RTA professional”; “great for families”; “not suitable for disabled Suite Meter regulations). Will your tenant be responsible people”; “no social assistance recipients”; “single people for water charges? Be clear about this, and keep in mind only”. These are only a few examples. that under the Municipal Act a tenant’s unpaid water Including any references in a rental ad of tenant account could end up on your property tax bill (many characteristics can (and do) make groups of people feel landlords simply include water charges in the rent and pay discriminated against. Advertise your rental property, not the bill directly). the type of tenant you want. (July 13, 2015 / 13:10:22) 92200-1 FRPO-MayJune2015_p19.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 19
Other items such as parking spaces and storage lockers checks and income information. Remember, the only time may be provided to a tenant at an additional monthly charge. you can base a decision to rent on income information You must be clear about exactly what is being provided: alone is when the person makes no other information How many parking spaces? Is it a specific space? Is there a available. You should also request a “guarantor” to sign the monthly charge for electricity used by a portable air lease – but only if you have the same requirement for all conditioner? Be clear about all these charges in your lease. tenants.
4. Marketing your rental unit: the perfect Rental Ad Sticking to our rules, and using as few words as possible, here is an example of a perfect rental ad: “Bright, cozy bachelor apartment, new kitchen cabinets, full bath, shared laundry in a 40-unit building. $950 per month including hydro, water and heat. On 2 bus routes, close to university, park, shops, community centre.” We believe This ad succinctly describes the best aspects and key features of the unit, clearly states the rent and what is everyone included, and describes the location and local community. can live Note the absence of any mention of the type of tenant you with higher are looking for, yet this ad will do a better job at attracting expectations. thrifty-minded students or school faculty who don’t drive (no parking is indicated and it is close to public transit). As a “cozy, bachelor” unit, it is likely that only single tenants will apply to live here. Using these four basic steps will greatly enhance your chances of finding the most suitable tenant for your unit. Since 1955, O’Shanter has been committed to excellence and a tenant-focused approach. As a leading property management and A brief word on tenant screening development firm, we have over 2500 residential rental units across the GTA. To learn more visit oshanter.com or call 416.466.2642. You should apply the same rigorous screening criteria to everyone who applies to rent your apartment. This is worth a whole other article, so I won’t go into detail here.
It is vital, however, that you exercise your business rights as a landlord by asking for rental history, references, credit (July 13, 2015 / 13:10:23) 92200-1 FRPO-MayJune2015_p20.pdf .1
20 FAIR EXCHANGE May-June 2015
Interval House programs FRPO members have helped Walk a day in my shoes to fund this year “When women come to Interval House, I want them to be able to see themselves as more than victims and statistics,” says Paula, Supervisor for the Women and Children’s Program. “I want them to see that they are the leaders in their own lives.” Paula says the programs are never one-size-fits-all; they are customized to meet the needs and requests of individual Interval House families.
One group counselling program called Nobody’s Perfect reminds women there is no perfect parent and offers Interval House volunteers preparing Easter strategies for overcoming issues as they arise. Other life- snacks for women an children at the shelter skills workshops might deal with dental hygiene, sexual health or budgeting for groceries. There are court support To learn more about how your contributions support programs to help women better understand the legal our women’s and children’s programs, visit system as well as a hands-on employment-readiness www.intervalhouse.ca/residential-program or call program called BESS with the ultimate goal of economic 416-924-1411 ext. 238. stability. Each program aims to offer very practical tools as well as focusing on deeply personal issues such as By the Numbers independence, self-esteem, healthy relationships and What you - our donors - have helped Interval House developing boundaries. accomplish.
Some programs benefit both women and children. Last year, the numbers tell some remarkable stories. Expressive Art is a type of counselling that allows artists of all ages to share their emotions and feelings without words. • 69 women and 71 children received shelter and support Paula says this is especially helpful for kids who may not at Interval House. Mothers are finding the courage to even know what they are feeling. Each workshop begins leave violent homes and build better futures for their with a theme, such as: Walk a day in my shoes. “It’s very children. powerful to see the women express themselves,” says • The average age of children living at Interval House Paula, “We have had women fill a shoe with rocks or put dropped to 4 years old from closer to 10. More women nails on it and tell us that life with the abuser felt like understand and flee abuse sooner, knowing Interval walking on nails every day.” House will be there.
Social activities are another important part of our Women’s • Our home has 12 bedrooms with a kitchen that feeds up Group, a reminder for women to take a little time for herself, to 30 mouths at once. Running a communal household apart from her children. “We’ve had lovely donors who have is costly: monthly utilities were $3,869; weekly groceries given us tickets to Raptors games or plays and the women cost $692. love them,” says Paula. “It’s a chance for them to really get • Working on both practical skills and personal growth— to know one another and to know that they’re going to be from healthy relationships to healthy eating—women okay.” and children at Interval House participated in 600 hours of programming. One group costs $80 to run. In 2014, FRPO and its members raised over $67,000, for Interval House, Canada’s first shelter for women and • We were able to expand our groundbreaking Her Home children fleeing domestic violence. Interval House provides Housing Project, a partnership with landlords that those in need with shelter, counseling and innovative reduces a woman’s expenses for the first year on her programming to help them rebuild their lives. When women own. Last year we connected shelters in Ottawa and are ready to leave the shelter, Interval House helps them on Hamilton with local landlords, and trained them to run their journey by helping them find affordable and safe this program. housing. This brings FRPO's total contributions to Interval • Important friendships were formed at Interval House so House since 2008 to $283,000. there were many bittersweet sendoffs. We were able to provide 56 goodbye gifts last year. (July 13, 2015 / 13:10:23) 92200-1 FRPO-MayJune2015_p21.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 21
The Federation of Rental-Providers of Ontario (FRPO) thanks Members of Provincial Parliament 2015 (MPPs) and its members for attending its Rental Housing Industry Reception at Queen’s Park on Rental Housing Industry March 31st.
FRPO MPP Reception at Queen’s Park FRPO’s 2015 MPP Reception at Queen’s Park was a productive and effective event, facilitating a discussion opportunity between members of FRPO with MPPs and policy staff from all three major parties.
MPP’s in attendance included: The Hon. Ted McMeekin (Minister of Municipal Affairs and Housing); Ernie Hardman (PC Housing Critic); Percy Hatfield (NDP Housing Critic); Catherine Fife MPP (Kitchener-Waterloo); Lisa Macleod MPP (Nepean-Carleton); Tim Hudak MPP (Niagara West Glanbrook); Michael Mantha MPP (Algoma- Manitoulin); Cindy Forster MPP (Welland); Monique Taylor, MPP (Hamilton Mountain): Mike Colle MPP (Eglinton-Lawrence). Many other MPPs and political staff also visited FRPO’s Queen’s Park reception.
FRPO was also pleased to be joined by guests from Interval House, Canada’s first shelter for women fleeing violence. The province has recently launched a new strategy for reducing sexual violence, which includes amending the Residential Tenancies Act to allow victims of domestic violence to get out of their lease quickly.
In speaking to FRPO members at the reception, Minister McMeekin stated that the government has several shared interests with FRPO and its members, and that the province recognizes that rental housing builds stronger communities. He also confirmed that in order to improve housing affordability, the government needs to engage the private sector.
PC Housing Critic Ernie Hardeman commended the rental housing industry for its economic contribution to Ontario, which generates $7 billion in tax revenue and 146,000 jobs. NDP Housing Critic Percy Hatfield added that more needs to be done to encourage developers to build more affordable rental housing.
FRPO’s annual Queen’s Park reception is an important event for building vital relationships and dialogue with elected officials and staff in the Ontario government. During the day, FRPO held in- depth policy meetings with the Premier’s Office, the Minister and Deputy Minister of Municipal Affairs and Housing, and PC Housing Critic Ernie Hardeman MPP (Oxford). (July 14, 2015 / 11:27:53) 92200-1 FRPO-MayJune2015_p22rev.pdf .1
22 FAIR EXCHANGE May-June 2015 2015 HOUSING TOUR
FRPO MAY 6 & 7, 2015 IN San Diego, California
In May, thirty-five FRPO members During our full-day bus tour, we visited the following properties: visited San Diego to tour this southern California city’s rental housing market. FAIRFIELD RESIDENTIAL Alterra at Grossmont Trolley, La Mesa At a low 2.3 percent, San Diego’s vacancy rate reflects the continued A community of 4 apartment blocks, high demand for rental housing just steps from the Grossmont Trolley units and the need for more supply Station,Alterra offers a collection of one- and fewer barriers to developing and two-bedroom apartment homes multi-unit housing in the region – a built to green building standards. As a problem faced by many large LEED® Gold certified community, Canadian cities. Alterra apartment homes in La Mesa is a place where high style and high-tech Astoundingly, the San Diego County meet low-e impact. Apartment Association estimates that 83 percent of future population growth in San Diego will live in MG PROPERTIES multi-family housing. The rental Barham Villas Apartments, housing market is also absorbing 570 East Barham Dr, San Marcos many residents from the single Barham Villas features stylish 1, 2 and family home market. 3-bedroom apartments in a pet friendly Guests on FRPO’s housing tour in community. San Diego were also treated to a welcome beach party, hosted by HD Supply. Held on Silverstrand Beach on Coronado Island, tour guests enjoyed Mexican food and beverages with camp fires on the GREYSTAR beach, making the best of an Avana La Jolla Apartments, uncharacteristically cold and windy 7039 Charmant Dr, San Diego Southern California evening! Coastal living coupled with a carefree lifestyle these apartments for rent in La FRPO extends special appreciation Jolla pamper residents with high-end to the San Diego County Apartment amenities and thoughtful services just Association, its Executive Director, 10 minutes from the beach and the Alan Pentico, and Yardi Systems’ warm California sun. Peter Altobelli for helping to arrange our apartment community visits in San Diego. Mr. Pentico provided PINNACLE PROPERTIES expert commentary during the bus Mirada at La Jolla, tour, with detailed descriptions of 7568 Charmant Dr, San Diego San Diego’s rental market conditions and regulatory barriers. A wide variety of 1- and 2-bedroom Valuable lessons were learned from floorplans with walk-in closets and all attendees to help better energy efficient features, located in one understand the rental housing of San Diego’s prime neighbourhoods. business in Ontario. (July 13, 2015 / 13:10:25) 92200-1 FRPO-MayJune2015_p23.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 23 (July 13, 2015 / 13:10:27) 92200-1 FRPO-MayJune2015_p24.pdf .1
24 FAIR EXCHANGE May-June 2015
4 FOOLPROOF STEPS TO PAINLESSLY RESOLVE TENANT COMPLAINTS By: Drew Sygit
If you manage properties, there’s one thing that absolutely That doesn’t mean you shouldn’t wisely prioritize it along will happen, no matter how amazing you are at your job: with everything else on your plate. It does, however, mean someone somewhere will complain about something. that you should feel the need to communicate with them about it, including telling them where on your list of Even the world’s most pleasant people are destined to priorities it falls and when you expect to be able to deal with come across something over a year or more of tenancy that it. they’re not completely happy with — and that’s a strictly best-case scenario. The world is full of people who seem to thrive on complaining. Step 2: Record Everything Start by making copies of any communications the tenant So when do you need to actually pay attention to a used to inform you of the problem. When you reply, make complaining tenant? copies of any writing, and use Google Voice or another service to record any phone calls — even if you’re just Every. Time. leaving a message.
If you don’t address your tenants’ complains, not only will Tenants often exaggerate and claim that you didn’t respond you get unhappy tenants who move out and leave you to their numerous complaints, that you or a staff person scrambling to advertise and re-fill the properties, but you were rude in calls or emails, and that the situation has been could end up in legal trouble as well. going on “for like ever.” Step 1: Acknowledge That the Tenant’s We’ve found that being able to quickly rebut these claims Complaint is Important with a litany of the specific dates and times they contacted you “resets” the tone of the conversation, and they suddenly Even if you don’t want it to be — and even if you don’t become more pleasant. This is even more important if you understand why — it’s important to them, which means it end up in court. If you can give the judge your precise should be important to you…to a degree. communications, you can avoid a lot of tenant shenanigans. (July 13, 2015 / 13:10:28) 92200-1 FRPO-MayJune2015_p25.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 25
(Suffice it to say, you need to inform the tenants that this is One more important point – dealing with complaints takes your policy and that you’re recording specific calls.) a certain type of personality. You need to be empathetic and receptive, but firm when necessary. If that’s not you, then Step 3: Fix the Problem delegate tenant complaints to someone who can better handle them. And naturally, record everything you did to fix it. We actually bring a video camera with us, video the situation before the Being a landlord is essentially asking people to complain to fix and after the fix, and then we try (they don’t always you — it’s part and parcel of the job. How you handle those cooperate) to get a recorded statement from the tenant complaints will go a long way toward defining how you saying that they’ve seen the fix and they’re happy with it. succeed as a property manager. We keep that video alongside the receipts and other paperwork related to the job, just in case it crops back up.
Step 4: Follow Up With the Tenant Even if you’re as paranoid as we are, and you have video of the tenant saying the job was all good, call back a week or two later and make sure that everything is still working out.
This is the kind of touch that will make a valued tenant stick around come renewal time because it shows that you’re actually interested in making the property livable and not just in getting them to stop complaining. That’s important.
We also don’t recommend handling complaint calls if you’re having a bad day! Nothing good will come of it if your temper is short. Don’t ignore the complaint; simply tell the tenant you’ll have to get back with them, and then do so as soon as you’re in a better mood, but not more than 24 hours or so later. (July 13, 2015 / 13:10:29) 92200-1 FRPO-MayJune2015_p26.pdf .1
26 FAIR EXCHANGE May-June 2015
Ontario Rent Increase Guideline 2.0% for 2016 Ontario has set the guideline on rent increases for 2016 at 2.0 per cent. The rent increase guideline is the maximum a Ontario Rent Increase Guideline % landlord can raise a tenant's rent without the approval of the Landlord and Tenant Board. It is applicable to rent 5.0% increases between January 1 and December 31, 2016. 4.0% The guideline is based on the Ontario Consumer Price Index, a measure of inflation calculated monthly by 3.0% Statistics Canada that reflects economic conditions over 2.0% the past year. 1.0% The rent increase guideline applies to most private and residential rental accommodations covered by the 0.0% Residential Tenancies Act, 2006. The guideline is not 2000 2002 2004 2006 2008 2010 2012 2014 2016 applicable to: vacant residential units, residential units first occupied on or after November 1, 1991, social housing units, nursing homes or commercial property. (July 13, 2015 / 13:10:29) 92200-1 FRPO-MayJune2015_p27.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 27
The new guideline will also mean: Continued from page 17 • There will be a change to the threshold for what qualifies for an extraordinary operating cost increase in 2016. Still not 100% convinced we will make all the difference According to the regulations, “an increase in the cost of on your P&L sheet? This program is 100% risk free. We municipal taxes and charges or utilities is extraordinary guarantee that by using our national partner providers, if it is greater than the guideline plus 50 percent of the our program will save you more than the cost of your guideline”. That means that the threshold for membership fee – or we will refund your money. It is extraordinary operating costs will be 3.0% for 2016. literally a no risk; win- win situation. • The interest rate on last month’s rent deposits also Lastly, FRPO has also negotiated, on your behalf, a changes in accordance with the Residential Tenancies Shared Revenue Program. This SRP Loyalty Plan earns Act which requires interest to be paid to the tenant you points based on usage. 1 Point = 1 Dollar payable in annually at a rate equal to the guideline. The interest rate cash so you don’t have to worry about purchasing on last month’s rent (LMR) deposits for 2016 will be toasters with your points. Save money, use top name 2.0%. Note that landlords will be able to use the interest providers, eliminate administrative hassles – and earn earned on a last month’s rent deposit to top up the money back. It’s that simple. tenant’s last month’s rent deposit, as required, to keep this deposit up-to-date with the current monthly rent. Enrol today and let us be your office solutions partner, so you can get back to the business of your business. Increasing Your Rent by the Guideline For more information about this exclusive FRPO offer, The rent for a unit can be increased up to the guideline limit please contact Jenn Poirier at [email protected] if at least 12 months have passed since a tenant first moved or by dialing 416.867.9350 ext. 243. in, or if at least 12 months have passed since the last rent increase.
A tenant must be given proper written notice of a rent increase at least 90 days before the rent increase takes effect. The written notice should be on the N1 Form, “Notice of Rent Increase”, available from the Landlord Tenant Board website, www.ltb.gov.on.ca, under the section “Notices of Rent Increases”. There is no requirement for approval by the Landlord Tenant Board.
If you require a copy of the N1 Form to be faxed or emailed to you, please email Mike Chopowick at FRPO at [email protected] (July 13, 2015 / 13:10:30) 92200-1 FRPO-MayJune2015_p28.pdf .1
28 FAIR EXCHANGE May-June 2015 2015 Corporate Members
Media Classified Ace Painting and Decorating Company Aird & Berlis LLP Attn: Maryann Kalchos Attn: Frank Evangelou Attn: Robert Doumani 610 Applewood Crescent, Suite 401, Vaughan, ON L4K 0E3 39 Cranfield Road, Toronto, ON M4B 3H6 Brookfield Place, 181 Bay St., Ste. 1800, Box 754, Toronto, ON M5J 2T9 T: 905-761-3313 • [email protected] T: 416-285-5388 ex. 115 • F: 416-285-7088 • [email protected] T: 416-863-1500 • F: 416-863-1515
Antica Group Avison Young Commercial Real Estate Blackstone Energy Attn: Marc Monette Attn: David Lieberman Attn: Peter Stratakos 9 Spruce Tree Lane, Stoufville, ON L4A 7X4 150 York Street, Suite 900, Toronto, ON M5H 3S5 161 Bay Street, 27th Floor, Toronto, ON M5J 2S1 T: 416-333-1436 • [email protected] T: 416-673-4013 • [email protected] T: 416-628-2828 • [email protected]
Brookfield Financial Brook Restoration Attn: Colin Catherwood Bryenton Energy Services Attn: Geoff Crist Brookfield Place, Bay Wellington Tower, P.O. Box 762, Attn: Catherine Bryenton 11 Kelfield Street, Toronto, ON M9W 5A1 181 Bay St, Suite 260, Toronto, ON M5J 2T3 130 Bridgeland Ave., Suite 101, Toronto, ON M6A 1Z4 T: 416-663-7976 • [email protected] T: 416-956-5212 T: 416-922-4440 • [email protected]
Leader in Apartment & Common Area Renovations The Byng Group of Companies Canadian Energy Savings Carma Industries Inc. Attn: Rob Settino Attn: Rebecca MacKay Attn: Rick Williams 511 Edgeley Blvd., Unit 2, Concord, ON L4K 4G4 2 Bloor Street, W., Toronto, ON M4W 3R1 132 Walsh Road, Lindsay, ON K9V 4R3 T: 905-660-5454 • F: 905-660-9229 T: 416-307-2466 • [email protected] T: 705-878-0711 • F: 705-878-1037 • [email protected]
CMHC Ontario Business Centre Cohen Highley LLP Coinamatic Canada Inc. Attn: Paula Gasparro Attn: Joseph Hoffer Attn: Gord Alderdice 100 Sheppard Ave., E., Suite 300, Toronto, ON M2N 6Z1 One London place, 255 Queens Ave. 11th Floor, London, ON N6A 5R8 301 Matheson Blvd., W., Mississauga, ON L5R 3G3 T: 416-221-2642 • F: 416-218-3310 • [email protected] T: 519-672-9330 • [email protected] T: 905-795-1946 • F: 905-755-8885 • [email protected]
Delta Elevator Co. Ltd. Direct Energy Empire Roofing Corporation Attn: Jeff Righton Attn: Rick Goodacre Attn: Nada Tayar 509 Mill Street,, Kitchener, ON N2G 2Y5 635 Westburne Drive, Floor 2, Vaughan, ON L4K 4T6 4810 Walker Road Windsor, ON N9A 6J3 T: 519-745-5789 • F: 519-745-7587 • [email protected] T: 416-771-4856 • F: 905-660-9229 • [email protected] T: 519-969-7101 x312 • [email protected]
Enbridge Gas Distribution EnerCare Connections Inc. First National Financial LP Attn: Gillian Lind Attn: Scott Beneteau Attn: Mr. Peter Cook P.O. Box 650, Scarborough, ON M1K 5E3 4000 Victoria Park Avenue, Toronto, ON M2H 3P4 100 University Ave., North Tower, Suite 700, Toronto, ON M5J 1V6 T: 416-495-3064 • F: 416-495-6047 T: 416-649-1892 • F:416-649-1901 • [email protected] T: 416-593-1100 • F: 416-593-1900
Gottarent.com Graffiti Buffer HD Supply Canada Inc. Attn: Genevieve Delaney, Attn: John Kalimeris Attn: Basil Sealy Sales Manager 5 Bowes Garden Court, Toronto, ON M1C 4L5 8885 Jane Street, Concord, ON L4K 2M6 T: 416-857-9414 • [email protected] T: 416-234-9222 • F: 416-234-9222 • [email protected] T: 416-276-8630 • F: 905-532-2380 • [email protected]
IC Funding Interface Attn: Fred Grossman Informa Canada Attn: Pamela Mason 747 Hyde Park Road, Suite 100, London, ON N6H 3S3 10 Alcorn Ave., Suite 100, Toronto, ON M4V 3A9 543 Richmond St., W., Suite 101, Toronto, ON M5V 1Y6 T: 519-636-1551 • [email protected] T: 416-512-3809 T: 416-504-8100 • [email protected] (July 13, 2015 / 13:10:30) 92200-1 FRPO-MayJune2015_p29.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 29
J.D. Power & Associates Lincoln Paving @liveconx Attn: Adrian Chung Attn: Anthony Taylor Attn: Michael Dowrich 130 King Street West, Toronto, ON M5X 1E5 2001 Albion Road, Unit 22, Etobicoke, ON M9W 6V6 408 Pitt Street, Cornwall, Ontario K6J 3R2 T: 416-507-3257 • F: 416-507-3263 • [email protected] T: 416-771-9483 • [email protected] T: 905-426-1406 • [email protected]
MCAP Financial Corporation MPAC - Municipal Property Assessment Corporation MediaEdge Communications Attn: Leo St. Germain Attn: Lenny DelMedico Attn: Kevin Brown 200 King Street West, Suite 400, Toronto, Ontario M5H 3T4 100 Via Renzo Drive, Suite 302, Richmond Hill, ON L4S 0B8 5255 Yonge Street, Toronto, ON M2N 6P4 T: 416-847-3870 • C: 416-624-9424 T: 289-317-0859 • F: 905-508-4986 • E: [email protected] T: 416-512-8186 • [email protected]
Midnorthern Appliance Multitech Contracting 2000 Inc. Murray & Company Limited Attn: Michael Gnat Attn: Carlos Lopes Attn: Mr. Robert Lynch 4250 Dufferin Street, North York, ON M3H 5W4 91 Pippin Road, Concord ON L4K 4J9 40 University Ave., Suite 502, Toronto, ON M5J 1S3 TF: 1-877-353-2850 • F: 416-635-4798 T: 416-990-4412 • [email protected] T: 416-598-0950 • F: 416-597-8415
Norstar Windows Phelps Apartment Laundries Ltd. Rent Hello Attn: John Vacca Attn: Don Neufeld Attn: Richard Brown 944 South Service Road, Stony Creek, ON L8E 6A2 8695 Escarpment Way, Unit 6, Milton, ON L9T 0J5 Landmark Technology Centre, Ste. 106-1726 Dolphin Ave. T: 905-643-9333 • F: 905-643-3633 • [email protected] [email protected] Kelowna, BC V1Y 9R9 • T: 800-862-9874 • [email protected]
Rogers Communications Rona Attn: Greg Stokes Attn: Shayne Arthey 855 York Mills Road, Toronto, ON M3B 1Z1 1170 Martin Grove Road, Etobicoke ON, M9W 4X1 T: 416-446-6500 • F: 416-446-7416 T: 416-241-5129 • [email protected]
For information on the benefits of Corporate Membership contact: Sherwin-Williams Co. Attn: Laura Jermacans-Stolk Lynzi Michal SOLID General Contractors Inc. 24 Carlaw Avenue, Toronto ON M4M 2R7 [email protected] • 416-385-1100 ex: 22 Attn: Carlos Munoz T: (416) 428-2018 • [email protected] T: 905-475-0707 • [email protected]
Sparkle Solutions Stantec Tac Mechanical Inc. Attn: Maria Mascall Attn: Martin Ling C: 416-435-1860 Attn: Patrick Carbone 2700 Steeles Ave., W., Unit 4, Concord, ON L4K 3C8 300-675 Cochrane Dr., West Tower, Markham, ON L3R 0B8 36 Kelfield Street, Toronto, ON M9W 5A2 T: 905-660-2282 x 249 • F: 905-660-2268 • [email protected] T: 905-415-6386 • F: 905-474-9889 • [email protected] T: 416-798-8400 • F: 416-798-8402 • [email protected]
TD Commercial Mortgage Group Toronto Star Union Gas Limited Attn: Frank Malone Attn: Brian Cordingley Attn: Joe Meriano 66 Wellington Street W., 39th Floor, Toronto, ON M5K 1A2 1 Yonge Street, 4th Floor, Toronto, ON M5E 1E6 777 Bay Street, Suite 2801, Toronto, ON T: 416-944-6574 • F: 416-944-6650 • [email protected] T: 416-869-4879 • F: 416-869-4592 • [email protected] T: 416-496-5318 • [email protected]
Wyse Meter Solutions Inc. Yardi Systems Inc. Yellow Pages NextHome Attn: Mr. Peter Mills Attn: Peter Altobelli Attn: Anne-Marie Breen 2100 Matheson Blvd. E., Suite 201, Mississauga, ON L4W 5E1 5925 Airport Road, Suite 510, Mississauga, ON L4V 1W1 500-401 The West Mall, Etobicoke, ON M9C 5J5 T: 416-869-3003 x227 • F: 416 869 3004 • [email protected] T: 905-671-0315 • F: 905-671-9424 • [email protected] T: 416-626-4266 • [email protected]
Zipsure Attn: Ellie Munroe 3310 South Service Road, Suite 300, Burlington, ON L7M 3M6 T: 289-527-4040 • [email protected] (July 13, 2015 / 13:10:31) 92200-1 FRPO-MayJune2015_p30.pdf .1
30 FAIR EXCHANGE May-June 2015 2015 Associate Members
ADVERTISING & PUBLISHING ENERGY SERVICES LEASING PROFESSIONALS Interface SERVICES Blackstone Energy Bonnie Hoy & Associates Lincoln Paving 4rent.ca Bryenton Energy DALA Group of Companies Multitech Contracting 2000 Inc. Find-A-Rental (Sun Media Corp) Canadian Energy Systems Sheryl Erenberg & Associates New-Can Group Inc. gottarent.com Carma Industries Inc. Taeus Group Inc. Norstar Windows and Doors Ltd. MediaEdge Communications Direct Energy Ontree My Ideal Home Rental Network ECNG Energy L.P. LEGAL SERVICES • RENT Pascoal Painting & Decorating Inc. National Efficiency Systems Enbridge Gas Distribution CONTROL • PROPERTY TAX Property Power Corp. Places4rent/The Rent Board of EnerCare Connections Aird & Berlis LLP Rona Inc. Canada Lumenix Argil Property Tax Services Sherwin-Williams Co. Property Power Corp Metrosphere Light Corp Paralegal Professional Corp Shnier Gesco LP Rental Housing Business (RHB MultiLogic Energy Solutions Inc. Blaney McMurtry LLP Solid General Contractors Inc. Magazine) Novitherm Canada Inc. Cohen Highley LLP Spinnaker Recycling Corp. RentCompass.com Union Gas Ltd. Debra Fine Barrister & Solicitor Tac Mechanical Inc. Renters Guide Whitby Hydro Energy Dharsee Professional Corp Trace Electric Rentseeker.ca Services Corporation Dickie & Lyman Lawyers LLP Tremco Weatherproofing Toronto Star Wyse Metering Gardiner Roberts LLP Technologies Canada Homestead Paralegal ZGemi Inc. APPLIANCES • LAUNDRY ENVIRONMENTAL & Horlick Levitt Di Lella LLP SERVICES ENGINEERING SPAR Property Consultants Ltd. PROPERTY MANAGEMENT Apartment Laundry CONSULTANTS, BUILDING Zarnett Law Professional Corporation SOFTWARE Consulting Services ENVELOPE Yardi Systems Inc. Coinamatic Mann Engineering Ltd. PEST MANAGEMENT Midnorthern Appliance Maritime-Ontario Environmental Inc. Magical Pest Control Inc. REAL ESTATE Phelps Apartment Laundries Ltd. Halsall Associates Orkin/PCO Services Avison Young Commercial Real Sparkle Solutions Pretium Anderson Estate PROPERTY MAINTENANCE • Stantec Consulting Ltd. CB Richard Ellis APPRAISERS MARKET CONSTRUCTION & REPAIR • Primecorp Commercial Realty Inc. ANALYSIS & RESEARCH FINANCES: REAL ESTATE • SUPPLIES Skyview Realty Ltd. Altus Group MORTGAGE SERVICES A-1 Restoration B.E.S. Stonecap Realty Partners Inc. Urbanation Brookfield Financial Real Estate Absolute Ventilation Inc. Veritas Valuation Inc. Group Ace Painting & Decoration Company RENTAL HISTORY • TENANT Canadian Mortgage Capital Advantage Bathtubs Refinishing CREDIT RECORDING • ASSESSMENT AGENCY Corporation Akadian Construction Ltd. COLLECTIONS Municipal Property Assessment CMHC All Professional Trades Services Inc. Canadian Credit Protection Corp. Corp. Cyr Funding Inc. #11681 Antica Group Gatemaster Inc. First National Financial Corp. Brook Restoration Rent Check Credit Bureau ASSET MANAGEMENT IC Funding Byng Group of Companies Larma Management TENANT SERVICES LAWPRO Capital Restoration Millenium Ltd. TMDL Property Management Inc. RentMoola MCAP Financial Corporation Certified Building Systems The Certified Group CABLE • SATELLITE • TELECOM Morguard Investments Limited TRAINING & EDUCATION Clarified Air Technologies Rogers Communications Inc. Murray & Company Limited Institute of Housing Management Conterra Restoration Ltd. Peoples Trust Company Informa Canada Davenport Construction CALL MANAGEMENT Scotiabank PSN - Performance Solutions DBS @liveconx TD Commercial Banking Network DDM Lighting Taeus Canada CONSULTING FIRE SAFETY SERVICES Dulux Paints The Communications Group Accurate Fire Protection & Security Empire Roofing Corporation WEBSITE SERVICES J.D. Power & Associates Firetronics 2000 Inc. Florstar Landlord Web Solutions Goodbye Graffiti Toronto ELEVATOR MAINTENANCE & INSURANCE Graffiti Buffer REPAIR Zipsure HCS Contracting Delta Elevator Co. Ltd. HD Supply Canada Quality Allied Elevator H&S Building Supplies Ltd. (July 13, 2015 / 13:10:32) 92200-1 FRPO-MayJune2015_p31.pdf .1
The Voice of the Federation of Rental-housing Providers of Ontario 31 (July 13, 2015 / 13:10:33) 92200-1 FRPO-MayJune2015_p32.pdf .1
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