2 015 Annual Report

och-lco.ca @och_lco

OTTAWA COMMUNITY HOUSING CORPORATION • BUILDING STRONGER COMMUNITIES TOGETHER MISSION

As a leader in the delivery of quality, affordable housing, OCH collaborates with others to develop safe and healthy communities.

VISION

To be a leader in providing safe and affordable homes to enable OCH tenants to fully participate in the socio-economic opportuni- ties of the City.

VALUES C OLLABORATION

A CCOUNTABILITY

R ESPECT

E XCELLENCE CONTENTS

Message from the Chair and CEO...... 2

Board and Committee Members...... 4

About Community Housing...... 6

Our Homes...... 10

Our Communities...... 14

Our Service...... 19

Our Partners...... 22

Our Team...... 25 Councillor , Chair, OCH Board of Directors 

to our portfolio at Michele MESSAGE FROM Heights and Hayley Court. Our new methods of construction THE CHAIR AND CEO highlight designs that maximize space, utilize energy efficient technologies and reduce over- It is our pleasure to present Feltmate and Linda Hoad. We financial resources. During all maintenance costs. Ottawa Community Housing’s also welcomed two new Board 2015, OCH continued with 2015 Annual Report. Directors, Cathy Jordan and its annual minimum investment Financial sustainability is vital Nicole St-Louis. of $20M in its Capital Works to our survival and growth We would like to thank the Program to improve the hous- as a social housing provider. City of Ottawa and Council for The development of the ing portfolio. This stable annual We are in a good financial their ongoing support towards OCH Portfolio Management investment has been enabled position and continue to imple- the delivery of quality, safe and Framework has been critical through refinancing and other ment strategies to ensure long affordable housing in Ottawa. in the provision of a blueprint financial strategies such as the term stability. We have raised In 2015, we said goodbye to for the future which will guide $3M tax exemption approved funds through debt financing two very dedicated and val- activities and maximize the by the City in 2014. We also without adding to our annual ued Board Directors, Peggy use of OCH’s physical and added innovative new housing debt servicing costs. In 2015,

2 Stéphane Giguère, Chief Executive Officer 

as part of our long term finance OCH’s 10-year strategic goals Association of Volunteer Leaders rating for their politeness and strategy, we raised $7.5M for and lists key strategies and and Ottawa Administrators respect. Areas identified for our Capital Works Program indicators of success in reach- Volunteer Resources. improvement are being tar- by working with Infrastructure ing these goals. OCH will geted to enhance delivery of Ontario and the City of undertake annual reporting The launch of the “Tenant our services. Ottawa to extend the amorti- against the plan and its suc- Experience” program in 2014 zation period on some of our cess measures. and the new OCH website in The success of OCH in pro- mortgages and to achieve 2015 renewed OCH’s focus viding safe and healthy homes fixed low interest rates. We will OCH contributes a strong on delivering a client-focused, depends on many factors, key continue to identify and pursue social housing presence among results-oriented service. In among these is tenant involve- opportunities to reduce costs, key stakeholders by sharing 2015 OCH partnered with ment and participation in main- increase revenue streams and our expertise on the Board of Ekos Research Associates to taining safe and healthy living leverage OCH assets. Directors of a number of organi- carry out a satisfaction sur- environments. We will continue zations such as Crime Prevention vey to over 1,000 tenants. to support and encourage ini- Following extensive research Ottawa, Ontario Non-Profit With strong results, including tiatives and partnerships that and consultations, OCH has Housing Association, Canadian an overall 75% satisfaction enhance tenant participation in developed the 2016–2025 Housing and Renewal level, OCH is most proud of making our communities places Strategic Plan. It outlines Association, Professional its staff who received an 87% people are proud to call home.

3 OCH ANNUAL REPORT 2015 • OUR COMMUNITIES

(Left to Right Seated) Sarah Kambites; Councillor Mark Taylor; Councillor Catherine McKenney; Councillor Mathieu Fleury, Chair and Carole Ladouceur, Tenant Representative (Left to Right Standing) Claude Lloyd; Anthony Pizarro; Cathy Jordan, Corporate Secretary; Nicole St-Louis; Dan Doré, Vice-Chair and Treasurer; and Stéphane Giguère, CEO. Ñ

Mayor Jim Watson, Ex-Officio Director Ô

BOARD AND COMMITTEE MEMBERS

(Absent) Councillor Jody Mitic 

4 OCH ANNUAL REPORT 2015 • BOARD AND COMMITTEE MEMBERS

CORPORATE AFFAIRS FINANCE AND AUDIT ASSET MANAGEMENT BOARD GOVERNANCE COMMITTEE COMMITTEE COMMITTEE SUB-COMMITTEE

Sarah Kambites, Dan Doré, Anthony Pizarro, Cathy Jordan, Chair Chair Chair Chair

Cathy Jordan, Sarah Kambites, Councillor Catherine McKenney, Monika Ferenczy, Director Director Director Community Member

Councillor Mark Taylor, Carole Ladouceur, Claude Lloyd, Sandra Pilote, Director Director, Tenant Representative Director Tenant Member

Sandra Pilote, Councillor Jody Mitic, Nicole St-Louis, Ben Sorensen, Tenant Member Director Director Community Member

Alex Carr, Anthony Pizarro, Derek Watkins, , Community Member Director Tenant Member Community Member

Monika Ferenczy, Brendan Lawlor, Linda Hoad, Community Member Community Member Community Member

Ferenaz Raheem, Edward Rychlik, Fred Smith, Community Member Community Member Community Member

Ben Sorensen, Rick Furano, Community Member Community Member

5 OCH ANNUAL REPORT 2015 • ABOUT OCH

ABOUT OTTAWA COMMUNITY HOUSING

Ottawa Community Housing portfolio, and is the second (OCH) provides approxi- largest in Ontario. mately 15,000 homes to 32,000 tenants, including OCH is a corporation oper- seniors, parents, children, ating at arm’s length from the couples, singles and persons City of Ottawa, its sole share- with special needs, within holder. OCH is governed by a many communities across the Board of Directors, comprised City of Ottawa. OCH houses of the Mayor (Ex-Officio), City a diverse population of vary- Councillors, community repre- ing languages, ethnicity and sentatives, and a tenant rep- cultures. OCH is the largest resentative. OCH collaborates social housing provider in with nearly 100 community and Ottawa, managing two-thirds private sector organizations to Top languages—English,5 French, Arabic, Somali, and Spanish of the City’s social housing serve and support tenants.

HOUSEHOLDS

41% 29% 30% Family Single & couple Senior

6 OCH ANNUAL REPORT 2015 • ABOUT OCH

2015 DEMOGRAPHICS HOUSING 32,000 TENANTS IN ABOUT 15,000 HOMES

11,500+ 35 Average age 9,600+

$1,300 Average monthly 6,000+ household income

3,500+ 12% Tenants that qualify for the Ontario Disability Support Program

• 6,000+ seniors

• 9,600+ children and youth under the age of 18 >5,850+ children and youth live in single parent households 1,697 • 3,500+ young adults (18–24) Households that are move-ins • 11,500+ adults (25–59) and transfers

7 OCH ANNUAL REPORT 2015 • ABOUT OCH

OCH PORTFOLIO

2014 The housing portfolio includes apartments in lowrise and highrise 16 MILLION Newest completed building buildings, townhouses and row houses, stacked townhouses, Square feet detached houses and 5 rooming houses.

46 YEARS 1% Average age of OCH building Detached Houses

• Room & Bachelor...... 4% • 1 bedroom...... 47% • 2 bedroom...... 19% 150 YEARS • 3 bedroom...... 24% 36% Oldest building (1865) • 4+ bedroom...... 6% Townhouses/Row houses

$2.7B 63% Replacement value Lowrises and Highrises

8 OCH ANNUAL REPORT 2015 • ABOUT OCH

FINANCIALS

In 2015, OCH had total revenues of $134.6M including $65M in subsidies, and $65.2M in rent; and $4.4M in non-rental activ- ities such as laundry, parking and rooftop antenna rentals.

OCH expenditures totalled 48% $134.6M 48% Percentage of rent revenue which are distributed as shown Percentage of subsidy revenue

• Materials and Services* ($55M)...... 41% • Mortgages and Debentures ($31.3M) ...... 23% • Utilities ($23.4M)...... 17% • Capital Reserve ($20.8M)...... 16% • Safer Communities ($3M)...... 2% • Property Taxes ($1.1M)...... 1%

*includes staffing, administration, service contracts costs

9 OCH ANNUAL REPORT 2015 • OUR HOMES

Before, After 1065 Ramsey Balcony Repairs, Waste Piping and Domestic Water Boilers Replacement— Before/After Repairs and Replacements. Ò

ELEVATOR OUR HOMES MODERNIZATION PROGRAM OCH maintains 119 elevators Going forward, OCH will con- In 2015, OCH continued with plumbing, retaining walls, roofs, in 65 apartment buildings. We tinue to invest in improvements its annual minimum investment sanitary pipes, steps, trees, are the second largest elevator to elevators through the Elevator of $20M in over 220 Capital wall assemblies, and windows owner in Ottawa. In addition Modernization Program. The Works Program projects. and doors. Leveraging incen- to its annual preventative and program aims at increasing the Improvements included repairs, tives from service partners like maintenance program with a performance and reliability of replacements and upgrades Enbridge and Hydro Ottawa local elevator service provider, all elevators across the OCH of asphalt paving, balconies, allowed for more affordable, OCH has invested approxi- portfolio, ultimately improving cladding, elevators, fencing, energy-wise improvements mately $5.3M to repair and the service to tenants. garages, generators, grading, under our door and window upgrade 38 elevators over the HVAC (heating, ventilation and replacement program. last 5 years. air-conditioning), parking lots,

10 OCH ANNUAL REPORT 2015 • OUR HOMES

THE BLAIR HOUSE SINGLE ELEVATOR REPLACEMENT OCH partners were a great While the ele- STORY—A LITTLE HELP GOES A LONG WAY source of support: vator was being In single elevator buildings, it accommodate during the three • Ottawa Fire Services replaced, OCH can be quite a challenge to months without an elevator. installed a seat in the stair- Community replace aging elevator equip- Alternate OCH homes were well as a resting station Safety Services ment. Blair House, a six-storey arranged for some of the ten- • Community patrolled the stairwell every building, is home to about ants. OCH employees assisted Health Centre (CCHC) evening. Tenants volunteered 55 seniors. A twelve-month by arranging movers and arranged for a nurse visit to assist each other and a planning and consultation packing supplies. They were once a month ‘buddy system’ was set up. process preceded their ele- also present and helped during • A grocery bus took tenants All in all, a resounding com- vator replacement. Individual the move-ins and move-outs. shopping and CCHC munity success story! meetings were held with Monthly meetings kept tenants volunteers assisted tenants each tenant to review their informed and updated as the to get the groceries into needs and determine how to replacement work evolved. their homes

MICHELE HEIGHTS COMMUNITY template that can be replicated The construction is expected to OFFERS NEW HOMES in future housing develop- be completed in June 2016. Our first new construction in the social housing stock and ments. The design incorporates 2015, this development is can accommodate larger an efficient layout, durable, located on a vacant piece of families requiring a modified low maintenance construction Artists’s Rendering of land and adds 6 homes to the barrier-free house. The homes materials and a joist system Michele Heights. Ô Michele Heights community. have been built using energy that eliminates sound transmis- Financing for the project con- efficient technology, with LED sion to adjacent homes. sisted of $845,000 from the lighting and polished concrete City of Ottawa’s Investment radiant floor heating. Also, in Affordable Housing and a new construction method Capital Grant Programs, and adopted by OCH enables for a $390,000 contribution easy installation (or removal) of from OCH’s Community a wall, which could increase Reinvestment Fund. the bedroom count by one in all of the homes. This innova- The new development includes tion introduces flexibility in the 4 four-bedroom and 2 five-​ OCH portfolio to accommo- bedroom, modified barrier-free date changing tenant needs. homes. The larger numbers of bedrooms in each home The Michele Heights design are a welcome addition to has been developed as a

11 Left to Right: Councillor Mark Taylor, OCH Board Director; Stéphane Giguère, CEO of OCH; Joy Tomkinson, Tenant Advisory Group member; Councillor Mathieu Fleury, Chair of the OCH Board of Directors and Mayor Jim Watson at ribbon cutting ceremony at Hayley Court. Ñ

Artist’s Rendering of Carlington Community Health Hub. Ô

HAYLEY COURT—NEW AFFORDABLE HOUSING ON CARLINGTON COMMUNITY HEALTH HUB—A LEES AVENUE (COVER PHOTO) FLAGSHIP PROJECT FOR FUTURE SENIORS’ LIVING Destroyed by a fire in 2013, as materials that improve In November 2015, OCH, between OCH and CCHC. It this $4M townhouse complex durability and reduce overall in partnership with Carlington will provide a four-storey addi- has been redesigned and maintenance costs. A variety Community Health Centre tion to the existing Carlington reconstructed on the old foun- of design elements, guided (CCHC), confirmed funding for Community Health Centre. dations, adding two homes by the OCH Green Plan, the construction of a Community The ground floor of the new and 10 bedrooms to the same the Crime Prevention through Health Hub with 42 new homes addition will house a medical footprint. The housing com- Environmental Design approach for seniors—the first of its kind in clinic. The upper floors will plex now offers 16 stacked and accessibility standards, the City of Ottawa. The project each include 14 seniors’ apart- townhouses; including 2 four-​ were incorporated to provide was awarded $4.6M in capi- ments for a total of 42 new bedroom modified accessible safer healthier and smarter tal funding from the Federal and one-​​bedroom homes. Each townhouses, and a mix of one homes for tenants. Using the Provincial government under residential floor will have com- to four-bedroom townhouses. design template developed for the Investment in Affordable mon amenity space, with laun- The ground floor of the two-​ the Michele Heights project, Housing Program by the City of dry, kitchenette and seating storey modified accessible 2 of the three-bedroom homes Ottawa. OCH will fund $3.5M for communal gatherings plus homes is fully accessible with can be easily modified to and CCHC will contribute the balconies to give each floor a bedroom, bathroom, kitchen increase the bedroom count by remaining $4.8M. access to outdoor spaces. and living room. one and accommodate larger families. This is another exam- The project is set to begin in This project would not be pos- Hayley Court features the latest ple of how OCH is integrating 2016. OCH will lead the sible without the financial sup- architectural design to max- flexible design into its housing construction work as well port of the City of Ottawa, the imize space, utilize energy portfolio. Hayley Court wel- as manage the new facility. Government of Ontario and efficient technologies, as well comed tenants in March 2016. Operating costs will be shared the Government of Canada.

12 OCH ANNUAL REPORT 2015 • OUR HOMES

OCH CONTINUES TO LEAD THE WAY TOWARDS ENVIRONMENTAL SUSTAINABILITY In 2015, OCH implemented out to the remaining electrical- Phase 2 of the LED Lighting ly-heated buildings in the port- Retrofit Program, retrofitting all folio as funding permits. interior common area lighting with LED in 63 buildings. By In 2015, the 1,500 solar the end of 2015, all com- panels installed in 2011 pro- mon space fluorescent light- duced over 350,000kWh of ing across the portfolio was clean electricity which gener- removed and replaced with ated $295,000 of revenue LED with predicted annual for OCH. energy consumption savings of $190,000. In 2016, Phase 3 OCH received over $1M of the LED Retrofit Program is in incentive funding from the being completed and will tar- Independent Electricity System get all exterior fixtures. Operator (IESO, formerly the Ontario Power Authority) PORTFOLIO MANAGEMENT: WORKING TOWARDS To better control the energy for electricity saving projects A STRATEGIC AND SUSTAINABLE APPROACH consumption in OCH’s highrise and over $20,000 from It has become increasingly developing a tool to assess buildings, an innovative heat- Enbridge for natural gas sav- important for OCH to under- each OCH property against ing management system was ing programs. take a more progressive a range of measures to iden- piloted in 2013. The system approach to managing its tify properties which are throttles the amount of heating These initiatives were derived portfolio. With an aging port- best positioned for renewal. energy available based on from the goals outlined in folio, the traditional “retain OCH recognizes that active outdoor temperature to reduce OCH’s first Green Plan and maintain” approach will engagement of tenants and waste and overheating. The developed in 2011. OCH’s not be sufficient to sustain hous- the communities which will pilot proved highly success- renewed Green Plan was ing in good condition over the experience changes is key to ful with heating consumption informed by a working group long term. A framework was its success. As such, through reductions of 30% in the test consisting of tenants and produced to guide the activi- an advisory group, OCH buildings. Based on this suc- employees. While energy ties and maximize the use of plans to develop a tenant strat- cess, OCH rolled out Phase 1 efficiency remains an ongoing OCH’s physical and finan- egy which will inform and help of the Heating Management objective for OCH, the new cial resources and to assist in manage potential impacts and System Program which involved plan will expand and focus building the roadmap for the opportunities as it relates to retrofitting 8 electrically-heated on diversion and waste man- future. The approach will be the tenant experience in imple- buildings in 2015. The pro- agement along with tenant implemented over time; and menting portfolio changes. gram will continue to be rolled awareness and education. in 2015, the first step involved

13 Left: Renovated Kitchen OUR Right: Kitchen Demolition Ó COMMUNITIES

RENOVATING THE PINECREST TERRACE COMMUNITY CAPITAL FUND PROGRAM COMMUNITY HOUSE The OCH-sponsored Commu- $100,000 budgeted for this The Community House and $10,000 contribution from nity Capital Fund Program has program. Some of the 2015 the programming it offers the Community Capital Fund been in operation since 2009. successful projects included: is a vital touchstone in this Program. Contributions from Tenants submit proposals to • Community room and community, which consists residents included money a selection committee, made courtyard upgrades and of 123 OCH-owned town- from fundraising activities up of Tenant Advisory Group enhancements houses and walk-up apart- and helping with the demo- members and OCH employ- • Community kitchen ments. It is home to about lition. Several local churches ees, in which they identify a upgrades and 415 tenants, over half of donated funds. When asked plan to fundraise, recruit and enhancements which are children and to comment on the changes, manage volunteers to contrib- • Community House youth. The ground floor of Iman, a Pinecrest Terrace ute toward community projects renovations the Community House was resident, said “I like the new that will enhance and benefit • Gardening equipment transformed into a more kitchen with the décor. It is their communities. In 2015, • Recreational equipment and functional, bright and wel- visible with a lot of space. It thirty applicants were success- furniture coming space thanks to a is really beautiful”. ful and shared a portion of the

14 OCH ANNUAL REPORT 2015 • OUR COMMUNITIES

SAFETY IN OTTAWA Community Safety Workers, KARSH COURT COMMUNITY SPACE COMMUNITIES policing patrols and community GETS A MAKEOVER The CCTV (closed-circuit TV) awareness activities. Karsh Court residents were United Way, have enabled pilot project was introduced in able to access close to the improvements. The ren- response to growing concerns OCH signed a Letter of $6,000 for much-needed ovation has served as a from the public over a rise in Agreement with Ottawa renovations to their com- springboard for the expan- violent incidents in Ottawa. As Police Service (OPS) to for- munity space. These funds sion of children, youth and part of a collaborative effort malize and define a partner- combined with a generous community-building activ- with Ottawa Police Service, ship that supports healthy and donation of $5,000 from ities for Karsh Court and OCH initiated the pilot project safe communities. It provides PCL Enterprises through nearby tenants. in February 2015. a focus on tenant engage- ment and a framework for A temporary CCTV system was timely information sharing installed in the Michele Heights which protects individuals’ community in February 2015. privacy and uses a strategic The second system followed in and intentional approach to the Britannia Woods commu- address safety concerns. This nity in May 2015. While cam- agreement represents OCH’s eras were being installed, other commitment to serve tenants efforts were underway includ- through increased communica- ing increased visibility of OCH tion and collaboration.

COMMUNITY SAFETY SERVICES

29,340 20% calls for service increase from 2014 HEATHER MANOR 10 ft. x 20 ft. Heather TENANTS TRANSFORM Manor Mural Ó The top three types of calls were for THEIR LOBBY With funding of $4,500, Heather Manor tenants created a mural to beautify the lobby ! of their building. Artist Claudia Seguro worked with the ten- ants to assist them to achieve 3,493 3,397 1,404 their vision. parking noise unusual/suspicious activity

15 OCH ANNUAL REPORT 2015 • OUR COMMUNITIES

STRENGTHENING Aminah Ega in the Hunt Held in October, the Tenant COMMUNITIES Club Homework Club. Ñ Forum is an annual gathering THROUGH TENANT where tenant leaders are invited ENGAGEMENT to network and participate in Tenant participation plays a and youth who live in this workshops. At the 2015 forum, vital role in maintaining and townhouse community of four OCH tenant groups were encouraging healthy and over 200 residents. Aminah recognized for their outstanding safe communities. There are advocated for the conver- community work: Bank Street between 70 to 80 active sion of a large onsite stor- Tenant Group, Carson’s Tenant OCH Tenant Groups who age shed into a homework Association, 181 Bruyère Tenant receive funding and support club. With the help of OCH Group and the Regina Towers from OCH to: Bank Street Community Tenant Circle. The Media with • Work with OCH and HUNT CLUB Development employees, a Heart Award was also pre- partners to identify and act HOMEWORK CLUB South East Ottawa Commu- sented to 580News CFRA upon community concerns The Hunt Club community, nity Resource Centre and reporter Alison Sandor for her and opportunities led by Aminah Ega, has a $400 grant from Schol- fair and balanced coverage of • Help neighbours get to been working towards the ar’s Choice, the Home- OCH tenants and communities. know each other and development of a Home- work Club launched in participate in the life of the work Club for the children January 2016. Also in October, OCH launched community a new program called the OCH • Create the types of commu- Ambassadors Program to cele- nities they want to live in Tenant Training Workshop— brate the many amazing people • Organize community events Tenant Forum participants. Ô Tenant Forum. Ô and success stories of tenants. and activities Carissa Davis, part of the team of tenant ambassadors, was fea- tured on CTV NEWS at 6; CTV Amazing Person of the Week.

Two OCH tenants, Danny Roberge and Chantal Hurtubise were among four people from across Ontario honoured with the 2015 Ontario Non-Profit Housing Association’s prestigious Tenant Achievement Award. They were recognized for their accomplishments in making their communities great places to live.

16 OCH ANNUAL REPORT 2015 • OUR COMMUNITIES

STEADY PROGRESS TOWARD OTTAWA COMMUNITY HOUSING SMOKE-FREE COMMUNITIES FOUNDATION HITS ITS STRIDE No-Smoking policies continue their exposure to second-hand With a focus on education, with ModBox Development to to become more prevalent in smoke and create a healthier employment and community host its annual Ottawa Food social housing. OCH was an environment for all to live and engagement, the Ottawa Truck Event. Attended by about early adopter of this approach work. By the end of 2015, Community Housing (OCH) 2,000 participants, the event to creating safe and healthy 1 in 5 OCH homes were desig- Foundation brings together brought in over $20,000 communities. Through a part- nated as smoke free. Although community leaders to help fam- and supported an OCH res- nership with Ottawa Public tenants continue to voluntarily ilies, seniors, and individuals ident’s pursuit of a diploma Health, OCH implemented opt into a no-smoking lease, achieve personal success. in Culinary Management at a No-Smoking Policy on the conversion rate is primarily Algonquin College. May 31, 2014. Nineteen due to new or transferred ten- The Foundation had a very months after implementation, ants who are required to sign a eventful 2015. It mobilized tenants are continuing to reduce no-smoking lease. residents of the Foster Farm community to build a larger, Left to Right: Mr. Ron Larkin, better and safer play struc- former CEO of OCH (2004– ture for its children. It held its 2008); Stéphane Giguère, OCH annual charity golf tournament CEO; Councillor Mathieu Fleury, which raised over $20,000. Chair, OCH Board of Directors; Its Pack a Sack! campaign Councillor Catherine McKenney, was also a tremendous suc- OCH Board Director; Howard cess raising over $18,000 to Whittaker, Executive Director, OCH purchase school supplies for Foundation and the 2015 Ron children in OCH communities. Larkin Scholarship recipients. Ô The Foundation also partnered BRINGING FAMILIES TOGETHER WITH A OCH CEO Stéphane NEW PLAYGROUND AT Giguère, OCH Board Chair FOSTER FARM Mathieu Fleury, Mayor Jim On Saturday, May 9th, 2015 Watson, Councillor Mark more than 200 volunteers from Taylor and volunteers from Foresters, OCH, the OCH KaBOOM, OCH and the Foundation and non-profitOCH Foundation, build a new KaBOOM created a new playground at Foster Farm. Ó play area to serve close to 1,400 children and families who live in the Foster Farm community.

17 OCH ANNUAL REPORT 2015 • OUR COMMUNITIES

TRAINING AND EMPLOYMENT FOR YOUTH Founded in 2008, Youth Futures provides leadership training, employment, infor- mation, support and post-​ secondary orientation for low-income youth. Since its launch in 2008, the program has provided close to 400 young adults, aged 16 to 21, with the opportunity to broaden their knowledge and skills and the support needed to succeed in today’s post-secondary insti- tutions and workplaces.

Youth Futures is a partnership between the City of Ottawa, Ottawa Community Housing Foundation, Algonquin College, Carleton University, La Cité, Saint Paul University, University of Ottawa, and Ottawa Police Service, as well as other highly committed community partners. The seven-month program includes: leadership training, Many new partnerships and barriers that prevent access. Councillor Mathieu Fleury, community volunteerism, univer- initiatives were created in The OCH Foundation has Chair, OCH Board of Directors; sity and college introductions 2015. The OCH Foundation also partnered with the City of Mayor Jim Watson; Hon and experience as well as paid now hosts recLINK as one of its Ottawa to help deliver the Youth Madeleine Meilleur and Stéphane summer employment. Ottawa feature initiatives. The program Futures Program—an initiative Giguère, OCH CEO present the Community Housing provided provides children and youth that helps low-income youth $7,500 OCH Foundation 2015 summer employment for seven with opportunities to participate become job ready and attain Culinary Scholarship to Amanda Youth Futures participants. Over in recreational programming, post-secondary education. Demers. Ó 50% of the seventy-five 2015 breaking down the social graduates are OCH residents.

18 Over 102,800 maintenance work orders were completed

Social Media OUR SERVICE Introduced as a pilot proj- ect in the second half of 2014, OCH Twitter account LEVERAGING TECHNOLOGY TO DELIVER @OCH_LCO was formally INFORMATION TO TENANTS adopted as a new communica- OCH Launches a New Website tion channel in January 2015. Extensive consultation with integrated into this fi rst phase Featuring content on newswor- employees and tenants, of the new website, includ- thy events, partnerships, pro- including youth in the Youth ing Google Translate which grams, and important notifi ca- Futures Program led to the enables the immediate transla- tions affecting OCH tenants, development of OCH’s tion of most of the content into employees, volunteers and new website. Launched in many different languages, partners, OCH sent out about December 2015, the new Google Maps and direct form 620+ tweets, had 451 men- website is easy to navigate, submissions. The new site is tions and 342 retweets to its and provides information that also responsive, so it refor- 500+ followers. OCH plans has been identifi ed as most mats to be easily viewed on to expand on the use of addi- useful by tenants. A number any mobile device such as a tional social media platforms of new features have been smartphone or tablet. moving forward.

19 OCH ANNUAL REPORT 2015 • OUR SERVICE

OCH 24/7 Call Centre The call centre serves as the communications hub for ten- ants requesting maintenance and security services.

Random satisfaction surveys are conducted weekly with tenants who have used the call centre within 10 business days, to rate the level of the service received.

220,431 inquiries and requests for service were received by the call centre in 2015

13% of the total calls were for Community Safety Services TENANT GUIDE After extensive consultation with new tenants. A key objective The guide will be distributed various stakeholders includ- is to increase communication, to all new tenants in their wel- Over ing senior management, ten- transparency and awareness come package and is avail- ants and other social housing with tenants about services able electronically on the OCH 90% providers, a comprehensive and service levels they should website or upon request for of tenants were satisfied OCH Tenant Guide has been expect, while also clarifying existing tenants. with overall call centre produced. It is intended as a the tenants’ legal rights and service delivery one-stop reference provided to responsibilities.

20 OCH ANNUAL REPORT 2015 • OUR SERVICE

TENANT SATISFACTION OVERALL SATISFACTION SURVEY OCH undertook a Tenant Satisfaction Survey in order to assess our current levels of service and to target areas for enhancement. The results were positive with 75% overall 75% 75% 74% tenant satisfaction. are satisfied with are satisfied with their are satisfied with the level their homes communities of service OCH partnered with Ekos Research Associates to carry out the Tenant Satisfaction Survey. The survey examined overall tenant satisfaction in three broad areas: their home, their community and the ser- vices provided by OCH, MAINTENANCE AND REPAIRS SAFETY AND SECURITY including maintenance, safety and security. 89% 72% 91% 81% The sample size of tenants inter- find maintenance are satisfied with feel safe inside feel safe viewed was just over 1,000, employees helpful the quality of their homes outside statistically reliable at a level of and polite maintenance work 95%, making the results highly representative of all the tenants living in OCH.

SATISFACTION AMONG SENIORS

87% 85% 90% are satisfied with are satisfied with their reported their homes communities feeling safe

21 OCH ANNUAL REPORT 2015 • OUR COMMUNITIES

A group of young tenant volunteers paint garbage cans in the Strathcona community to help discourage littering in the neighbourhood. Ó

Volunteers from Youth Futures plant flowers in the Beausoleil/ Beauséjour community. 

OUR PARTNERS

AMAZING GROWTH IN An Employee Volunteer Pro- VOLUNTEERS CORPORATE VOLUNTEER gram was launched as part of PROGRAM the Volunteer Program where Through its Volunteer Program, employees assisted in painting, 801 1,012 OCH engages many differ- building a playground, plant- 2014 2015 ent types of groups from the ing trees and helping to host corporate, governmental and the OCH Foundation Food community sectors to undertake Truck event. VOLUNTEER HOURS projects that beautify our com- munities and improve the lives of tenants. Since its creation in 3,404 5,175 2011, there has been continu- 2014 2015 ous growth and interest in this program, and 2015 was no exception. PROJECTS COMPLETED

In 2015, OCH welcomed OCH volunteers painted the Amsted, Carleton University, tenant lounge at Heather Manor 34 38 Ó Ultramar and Volunteer Ottawa on May 14, 2015.  2014 2015 to the Volunteer Program.

22 OCH ANNUAL REPORT 2015 • OUR PARTNERS

OCH partners at the 2015 Annual Partnership Forum. Ñ

REACHING OUT TO OCH RESIDENTS AND THEIR PETS Team members from the the outreach clinic also linked Canadian Mental Health pet owners to health care Association, City of Ottawa resources in the community, Public Health, Community focusing on the benefits of Veterinary Outreach and smoking cessation due to OCH partnered at two out- the harmful effects of second-​ reach clinics held in the hand smoke on companion 251 Donald Street commu- animals. Over 40 tenants nity. Providing free preventa- with 64 pets participated in OCH ANNUAL PARTNERSHIP FORUM tive health care to animals, the clinics. Every year since 2007, the Health and Resource Centres, OCH Partnership Forum has Community Houses, Mental been bringing organizations Health and Addiction agen- together to learn and share cies, Seniors’ Wellness agen- knowledge, collaborate and cies, Youth and Children pro- network on matters related to gramming groups, supportive tenants and various aspects housing providers and shel- affecting the social housing ters, other local social hous- sector, here and throughout ing providers, Ottawa Police Canada. On November 27, Service, Ottawa Fire Services, 2015, over 125 people repre- City of Ottawa and settlement senting 52 different organiza- agencies. tions participated in ‘Synergy Tables’ where organizations OCH continues to take a highlighted their programming leadership role in the social initiatives. The keynote speaker, and affordable housing sector Dr. Lindy Samson, Chief of the by delivering networking and Division of Infectious Diseases collaboration opportunities for at CHEO, spoke about ‘Health agencies working and sup- Starts at Home’. The organi- porting communities in need zations included Community throughout Ottawa.

23 OCH ANNUAL REPORT 2015 • OUR PARTNERS

WORKING WITH OUR A NEW PARTNERSHIP BETWEEN Councillor Mathieu Fleury, VENDORS CEPEO AND OCH Chair of the OCH Board of In October 2015, OCH hosted In February, the Conseil The club offers a variety of Directors; Councillor Jean a Vendor Information session des écoles publiques de activities to residents of the Clouthier; Denis Chartrand, attended by over 150 vendors. l’Est de l’Ontario (CEPEO) Bank Street highrise to help Trustee and Past Chair, Conseil The session focused on greater in collaboration with OCH students achieve a higher des écoles publiques de l’Est de communication and collabo- launched “Par ici!” the first level in their academic l’Ontario; Stéphane Giguère, ration with vendors with the after school community journey. Activities include CEO of OCH; CEPEO represen- aim of improved service to the club delivered in French by homework tutoring, work- tatives and children who attend tenant. This included an update CEPEO certified educators. shops and family events. the after school program, at the on upcoming changes to ven- March 5, 2015, official launch of dor terms and conditions. The the “Par Ici!” program. Ó vendor evaluations of the ses- sion were very positive and indicated that they found it very helpful and informative.

24 OCH ANNUAL REPORT 2015 • OUR TEAM

OUR TEAM

EMPLOYEE ENGAGEMENT employee engagement is up $ GRANTS APPROVED IN 2015 LEVELS ARE UP by 7 percentage points. Of OCH prides itself on being an note is that over 75% of OCH inclusive and engaging place employees are proud to tell to work. A happy and healthy others where they work and workforce is more productive would recommend working at and responsive to the needs of OCH to their friends. our tenants. OCH is committed 80% to continuous improvement of Recognizing that the best ideas of up to a maximum of $108,000 annual salary from our workplace and provides usually come from the ground SaveONEnergy Program funded by Ontario Power Authority for employees with opportunities up, OCH launched the Staff an Embedded Energy Manager to give their feedback on what Ideas Program in June 2015. can be improved. Two of the ideas were selected corporately for implementa- In the fall of 2015, OCH con- tion and many more were ducted its second employee forwarded on for possible engagement survey. When implementation at departmen- contrasted with the first survey tal levels. completed in 2012, overall $2.6M $497K from City of Ottawa’s Housing from Ontario Power Authority and Poverty Investment Plan for Equipment Replacement capital repair Initiative

$845K $1.2M from City of Ottawa from Councillor Infrastructure and Housing ’s office and Capital Grant for with cash-in-lieu of Michele Heights parkland funds.

25 OCH ANNUAL REPORT 2015 • OUR TEAM

REFINANCING HEALTH AND SAFETY OCH CORPORATE INITIATIVES 2015 was a great year for AWARDS OCH has demonstrated the Health and Safety at OCH. Delta Group’s Canada Clean50 Immigrant Women Services value of refinancing debt in Initiatives such as a renewed Award: honouring men and Ottawa Service Provider order to generate funds for cap- landscape student orientation, women who have made a mea- Award: recognizing efforts and ital repairs without increasing new and updated procedures, surable difference in advancing dedication to helping members annual debt payments. From a revamped first aid program, sustainability and clean capi- of the community and working 2011 to 2014, OCH raised a corporate-wide review of talism in Canada. [Individual: in ending violence against $36.7M through debt refinanc- workshops and several pilot Daniel Dicaire, OCH Energy & women issues. ing without adding to annual projects were completed. Sustainability Officer] debt servicing costs. Working with Infrastructure Ontario, Employees at all levels are the City of Ottawa and the doing their part to reduce risk, Province to extend the amorti- and taking responsibility to zation period, and to achieve ensure that OCH is a safe and fixed low interest rates, OCH healthy place to work! generated $7.5M in 2015 for capital repairs and reduced LEADING THE WAY IN risk for all stakeholders. GOOD GOVERNANCE A rigorous review of OCH By guaranteeing the repayment governance occurred in 2014. of this debt, without increasing The review produced 18 rec- current debt servicing costs, the ommendations to enhance gov- City of Ottawa plays a key role ernance practices. By the end in enabling OCH to raise funds of 2015, 10 of the recommen- for capital repair. dations were fully implemented as planned: some highlights include the skills assessment and recruitment of 7 new Board Committee members, the development and imple- mentation of a more compre- hensive orientation process for new Board and Committee members, the introduction of a multi-year learning plan and OTTAWA COMMUNITY HOUSING CORPORATION streamlining of operational BUILDING STRONGER COMMUNITIES TOGETHER reports to the Board.

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