2012 Annual Report for Housing Connections

People you know need affordable places to live.

so they can choose a path that’s right

for them.

Your friend. Your sister. Your neighbours. Your uncle. Your parents.

We provide information

2012 Annual Report

More people need aff ordable housing than ever before. The waiting list for subsidized housing in Toronto and across Ontario continues to grow each year. With a limited number of aff ordable

market rentals and a static supply of aging subsidized housing, it is a challenge to meet the increasing demand for aff ordable housing.

We’re changing the way we work to address this challenge. The new Housing Services Act allows the City to make changes to improve the access system. With this new legislation and the ongoing review of the social housing system, we’re prioritizing work that ensures the system is accessible to the many people who need aff ordable housing in Toronto.

We will continue to work with all our stakeholders to fi nd innovative ways to address the shortage of aff ordable housing and connect Torontonians to opportunities that get them closer to a place they can call home.

Jennifer WoodChair, Board of Directors

A message from Jennifer

Each year, our dedicated staff help hundreds of people fi nd stable, aff ordable housing opportunities. We’re continuously working to connect applicants, community partners, social

housing providers, private landlords, building developers and other organizations with information, opportunities and each other.

I’m proud of our progress in 2012. We make more timely decisions and process information faster to connect applicants to housing. Over 84 per cent of special priority applicants waited less than a year to move into a home they could aff ord. While people wait, we also help them fi nd other aff ordable options and connect them to local services that can help improve their lives—right now.

In 2013, we will continue to improve service by investing in our website and other self-service tools. We won’t stop there. We will work closely with the City of Toronto to make sure that the social housing system evolves to meet the unique needs of applicants and we will continue to support innovative programs that help move applicants off the waiting list and into a home they can aff ord.

Paul ChisholmGeneral Manager

A message from Paul

Our three-year business plan identifi ed three priorities for 2010-2012: customer service, business innovation and community engagement. This report describes the actions we took in 2012 and what was accomplished with the leadership from our board and through the hard work and dedication of staff , partners and stakeholders.

You’ll also learn more about who we help, what we do to help them and the partners we work with to connect people to existing housing opportunities or create new, aff ordable opportunities across the city.

The numbers, facts and statistics in this document are subject to change and are based on reports ending on December 31, 2012.

helping people understand their housing options

connecting people to information they need to

make decisions

building relationships with landlords and

community agencies

How do I fi nd an aff ordable place to live?In 2012, we answered this question for more than 150,000 people.

What we’re deeply passionate about:

What we strive to be the best in the world at:

What drives our company and our success:

Inside

Who we help .................................................1

What we do ....................................................3

Who we work with ........................................5

Community partners .................................3

Housing providers .....................................5

Culture of service and improvement .........8

Business innovation ......................................9

Community engagement ...........................10

Summarized fi nancial statements .............11

Leadership and decision-makers ..............12

About this report

1 Housing Connections | Annual Report 2012

Each day, our staff meet people from all walks of life and fi nd ways to help them. These applicants are people you know—family members, friends and co-workers. These stories represent the experiences of people we work with every day.

134 people who are 16 or 17 years old apply on their own to be on the waiting list

551 people who need accessible units are on the waiting list

10,394 families who need 3- or 4-bedroom units are on the waiting list

Who we help

Meet James: Meet Sarah: Meet the Sandhu

family:James, 17, suff ers from mild depression, has no working income,

and rents a basement apartment from a private

landlord. He is eligible to apply for subsidized housing under the disadvantaged code for youth.

Options• He can choose to apply for bachelor

units (where he could be housed faster) or one-bedroom units (which can be a longer wait)

• He can choose shared accommodation, where he would have his own bedroom and share common spaces with other tenants

We can connect him to community agencies that provide mental health, fi nancial planning and other services that can help him stay housed.

Sarah, 40, has a physical disability that limits her ability to work and carry

out daily activities. Her main source of income is fi xed

and comes from the Ontario Disability Support Program. She rents a one- bedroom apartment at a market rate. She needs a wheelchair-accessible unit in an accessible building.

Options• She can apply for a unit with

modifi cations in some rooms (such as grab bars, lowered sinks, and a roll-in shower)

• She can choose buildings with on-site or nearby support services

We can connect her to community agencies that provide support services to help her live independently now.

Mr. and Mrs. Sandhu recently moved to Toronto

with their four young children. Both parents work part-time but do not make enough money to aff ord a four-bedroom apartment at market rental rates.

Options• They can choose to apply for a unit

at a lower rental rate in an aff ordable housing program

• They can choose to apply for three-bedroom units (if their children share rooms) and four-bedroom units to increase their housing choices on the waiting list

We can connect them to community agencies that provide fi nancial planning, employment and sett lement services to help them stay housed.

Annual Report 2012 | Housing Connections 2

5,952 people who have experienced homelessness are on the waiting list

25,616 households with a senior member are on the waiting list

Meet Trevor: Meet Samuel

and Marie:

1. sharing information that helps them make informed decisions about their housing options

2. making timely decisions about eligibility for the waiting list based on legislated rules

3. maintaining up-to-date information so that applicants keep their place on the waiting list

People on the waiting list must contact Housing Connections at least once a year, to make sure that their status remains active.

People who are on the waiting list who have not contacted us in one year are considered inactive. Inactive applications are cancelled aft er two years. Inactive applications for people who are homeless are cancelled aft er fi ve years.

Trevor has been living on the streets and in shelters for the last six

years. He needs stable, aff ordable housing, but has no

identifi cation (I.D.) to apply.

He needs to go to an identifi cation clinic to get I.D. so that he can apply for housing. He is eligible to apply for subsidized housing under the disadvantaged code for people who are homeless.

Options• He can choose to apply for bachelor

and one-bedroom units• He can choose shared

accommodation

We can connect him to an agency or shelter that can help him with his immediate needs.

Samuel and Marie have been retired for fi ve years

and are living on income from their pensions. They are starting to feel the impact of living on a fi xed income and would like to move to a more aff ordable building.

Options• They can choose to apply for

aff ordable housing for seniors instead of subsidized housing

• They can choose to apply for subsidized seniors buildings that have access to features such as elevators and on-site support services

We can connect them to local support services to help them live independently where they live right now.

We received 23,154 new applications for subsidized housing in 2012. We help people by


AWIC Community and Social ServicesAgincourt Community Services AssociationAlbion Neighbourhood Services B’nai Brith Canada Birkdale Residence Bloor Information and Life Skills Centre Catholic Crosscultural Services Community Action Resource CentreCommunity Centre 55 COSTIEast York Housing Help Centre Elizabeth Fry Toronto Etobicoke Housing Help Centre

"The Community Partners Network enables community agencies and Housing Connections to best serve the current and emerging housing needs of our clients

and tenants. By working together, the network ensures access to safe and aff ordable housing."

—Sean Kerr, Chair of the Community Partners Network

Step 1: learnWe learn about the unique needs of each person we work with (see page 1). In 2012, this included:• 19,184 visits to our offi ce• 64,046 calls to an agent• 8,293 e-mail responses • 43,901 documents mailed/faxed

Step 2: reviewWe document relevant information and process each application. In 2012, we received 23,154 applications. Our staff review applications to determine what category each applicant qualifi es for, such as priority, disadvantaged, chronological (see page 4).

Step 3: decideOnce an applicant is on the list, their wait time depends on the category they’re assigned: priority, disadvantaged or chronological.

Housing Connections works with community agencies and housing help centres to provide applicants with information about subsidized housing and other aff ordable housing options across the city. There are 38 organizations in Housing Connections’ Community Partners Network. Many partners provide service in multiple languages and specialized support in areas such as emergency housing, employment, sett lement, legal, health and more.

We provide service to the public and applicants across many communication channels to connect them to information about housing options that meet their unique needs.

What we do

...from the time someone contacts us ... ... to the time they become an applicant on the waiting list...

2,991 priority

6,138 disadvantaged

78,357 chronological

Community Partners Network

87,486 households were on the waiting

list in 2012

FACT: The waiting list grows by an average of 7% each year.


Most off ers go to households with priority status.

The three main waiting list categories

Priority households are off ered housing fi rst. There are three priorities: • Special priority: for applicants who are victims of abuse. This status is

recognized by all housing providers. • Medical priority: for applicants who are terminally ill and have less than two

years to live. • Overhoused priority: for people living in subsidized units that are larger than

the unit size they qualify for. These tenants need to move to a smaller unit.

Disadvantaged households are off ered one-in-every-seven vacancies. Applicants in this category include the homeless, separated families, and youth who are 16 or 17 years old at the time they applied.

Chronological households include everyone who did not fall into the above two categories. They are housed based on the date they applied for housing.

“The Community Partners Network has been most benefi cial to our agency

and to our Homelessness and Outreach Department. It’s a great opportunity to gain insight and exchange information

about challenges and updates to the new rules ... and for frontline workers

to learn about the types of housing services provided throughout Toronto. I

look forward to the meetings.”

—Karen Brown, Elizabeth Fry Toronto

1,469 priority

719 disadvantaged

1,702 chronological

Family Residence Flemingdon Neighbourhood Services Fred Victor Midaynta Community Services Mid-Toronto Community Services Native Men’s Residence Neighbourhood Link Support Services Polycultural Immigrant & Community Services Robertson House Scarborough Centre for Healthy Communities Scarborough Housing Help Centre Seaton House Sistering

South Asian Women’s Centre St. Stephen’s Community House Streets to Homes Tesoc Multicultural Sett lement ServicesThe Assessment and Referral Centre The Redwood Toronto Christian Resource Centre Unison Health and Community Services West Toronto Housing Help Services Women’s Residence WoodGreen Community Services

3,890 households were taken off the waiting list at the end of 2012

The length of time it takes to move an applicant off the waiting list depends on many factors, including the area they want to live, the unit size they need, the number of housing choices they have selected and any other unique housing needs. In 2012:

84% of special priority applicants were housed within one year of applying.

42% of chronological applicants who accepted a housing off er waited 7 to 10+ years to be housed.


499 off ers accepted for units in private non-profi t and co-operative buildings

103 off ers accepted for subsidized units in private buildings

Social housing landlords

Social housing is “subsidized” or paid for in part by the government and managed by non-profi t or charitable organizations. When tenants pay rent that is no more than 30 per cent of their income, they can aff ord to pay for other things like groceries, school, childcare, medical costs, and other basic needs. Subsidized rental rates are called “rent-geared-to-income” or RGI.

RGI units are off ered by public, private non-profi t and co-operative housing providers. Most of these social housing landlords use the centralized waiting list managed by Housing Connections to fi ll vacancies in their buildings.

Toronto’s public housing provider, Toronto Community Housing, manages 52,839 RGI units (which represents 78 per cent of the social housing units available in the city).

Private non-profi t buildings are usually owned and managed by a sponsoring group such as a religious group, labour union, or other charitable organization that serves and advocates for the needs of the local community.

Co-operative buildings are collectively managed by people who live there. These members participate in decision making and share the work involved in running the housing community. 1 public housing

provider manages 52,839 RGI units, or

78% of the subsidized units available

in Toronto

We work with all types of housing providers, developers and organizations to connect people to housing opportunities. Our eff orts also support the creation of new aff ordable housing to increase the number of units available to people on the waiting list.

Who we work with

More than 175 social housing providers manage about 68,000 RGI units across Toronto. There are more applicants for housing than units available to house them. One way we address this need is by working with private landlords to create additional RGI units through the rent supplement program. In 2012, we moved an additional 103 applicants off the waiting list and into units operated by private landlords.

3,288 off ers accepted for units in public buildings

Social housing providers made

11,028 off ers before 3,890 applicants

could be moved off the waiting list and

into new homes.

9,383 off ers made

1,373 off ers made

272 off ers made

101 private non-profi t and 76 co-operative housing providers

manage a combined total of 15,168 RGI

units in Toronto

1 rent supplement program helps eligible private

landlords to fi ll vacancies at RGI rates and to date, 2,704 RGI units are available for

applicants on the waiting list


Private landlords

Private landlords have helped make rent aff ordable for people on the waiting list for over 40 years by participating in rent supplement and time-limited allowance programs administered by Housing Connections, such as:

• The Rent Supplement Program: private landlords are able to make their rental units available to applicants on the waiting list at RGI rates using this program. Housing Connections calculates how much a social housing tenant can aff ord in comparison to the regular rental rate and pays the diff erence owed to the landlord. People who take advantage of this program are taken off the waiting list.

• Time-limited allowance programs: private landlords have been able to rent their units at a lower rate to people on the waiting list since 2006. The rental rates off ered through these programs are not RGI rates. Applicants who take advantage of these programs remain on the waiting list until an RGI unit is available. These programs include, the Canada-Ontario-Toronto Housing Allowance Program, the Short-term Rent Support Program and the At Home/Chez Soi supportive housing project.

We promote how these programs will benefi t private landlords and applicants on the waiting list throughout the year. Private landlords use this information to decide if they should build or use existing units to participate in these programs. Housing Connections works with landlords to make sure units are aff ordable and in a good state of repair to be eligible to participate.

Building developers

Developers are building units that some people on the waiting list can aff ord to rent by participating in a government-funded Investment in Aff ordable Housing for Ontario program. Since 2011, this program allows developers to off er rental units at a lower rate than average rental rates in the city. In 2012, Housing Connections partnered with four developers to create more aff ordable housing and connect eligible applicants to these opportunities. We mailed 1,050 lett ers to applicants who qualifi ed or may be interested in the units under construction.

In 2012, 450 private landlords worked with us to

make housing more aff ordable for 1,265

applicants using allowance programs.

To date, more than

2,704 households live in RGI units made

possible through the Rent Supplement

Program.

Organizations

Programs exist to make it easier for people who rent to become homeowners. We work with Options for Homes and Habitat for Humanity to share information about their programs with applicants.127 households

on the waiting list have taken

advantage of this program and moved

into new units by the end of 2012.

1,500 lett ers were sent to

applicants on the waiting list to let them know about homeownership

opportunities in 2012


2012 is the second year of a three-year strategic business plan that focuses on three areas:

• Culture of Service and Continuous Improvement• Business Innovation• Community Engagement

These priorities guide the company in developing organization-wide initiatives that work towards making sure all Torontonians have access to aff ordable housing.

Our mission is to provide the pathway to connect people to affordable housing and social housing in Toronto.

Our focus in 2012


Culture of service and continuous improvement

We strive to provide applicants, housing providers, and community agencies with excellent service. We go beyond administering the waiting list. We learn about the unique needs of each applicant behind the fi le. A long waiting list means many people wait for years before an aff ordable housing opportunity becomes available to them. Applicants need aff ordable housing options that can help them now. We also work with staff and community partners to build skills and share information that will help us provide the best service.

We are housed! Thank you so much to Housing Connections staff for helping us with fi nding housing. We feel very happy

and blessed for where we are living now, and it’s all because of Housing

Connections.

— Mr. and Mrs. B., former applicants

Thank you for all the help that you’ve given us! You provided us a home,

where we can stay warm and safe, and we thank you for that. Now we’re all

working and able to pay the bills.

— R, M and J, former applicants

Thank you so much for fi nding me a place to live. God bless you for helping the needy. I consider myself blessed for

all you have done for me. Keep up the good work!

— L, former applicant

2012 highlights

Making information accessible in more languages

We make sure that applicants have the information they need to apply for housing. This means making information available in English and French, and also responding to the needs of a diverse population in Toronto to provide information in Arabic, Chinese, Filipino, Punjabi, Russian, Spanish, Tamil, and Urdu. Translated information includes what applicants need to know about their eligibility for the waiting list, housing choices, housing off ers, and other housing options. Printed copies are available in our Resource Centre and can be viewed or downloaded on our website.

More workshops, more often

We’ve moved from monthly to weekly information sessions at the Resource Centre to give applicants the information they need about eligibility, special priorities, housing off ers, other housing options in Toronto and more. This change meant expanding from six information sessions in six months to 20 information sessions in fi ve months.

Changing to enhance service

With the increasing volume of documents, we continue to look for ways to improve effi ciency. We’ve made changes to help with making more timely decisions on applicant fi les, and processing information faster to help provide bett er service to applicants.


Business innovation

Business innovation guides what we do, how we do it and who we work with to make sure people have access to aff ordable housing options. We have proven our leadership in innovation through eff ective and effi cient housing program delivery of the Canada-Ontario-Toronto Housing Allowance Program, Short-term Rent Support Program and the At Home/Chez Soi supportive housing project. These programs connected applicants with landlords who could provide homes now, while they waited for subsidized housing. As a leader in housing program delivery, Housing Connections shares best practices and learnings from the administration of housing programs to inform and suggest considerations for future programs within the housing sector.

When I moved to my new home with the At Home/Chez Soi project, I felt safe for

the fi rst time. It was a place to call my own. A place where I could enjoy some

quiet time to myself.

Not only do I have my own apartment, but I also have the team at Across

Boundaries that gives me the support I need, when I need it. The team is always ready to give me advice and connect me

to community services.

It’s diffi cult to describe in words how much this program has helped me. I feel

like I can fi nally be myself.

— Regine, At Home/Chez Soi participant since 2010

2012 highlights

Allowance and short-term rent support programsThe Canada-Ontario-Toronto Housing Allowance Program provided a temporary monthly housing allowance to about 1,300 participants for fi ve years, ending in 2013. In 2012, Housing Connections helped these participants apply for the Short-term Rent Support Program and the Toronto Transitional Housing Allowance Program so they could aff ord the rent in their current units aft er their temporary allowance ran out at the end of 2013. The transition to these programs started in 2012 to help participants stay housed.

At Home/Chez Soi supportive housing projectThis research study is a four-year national housing and health care project for people who are homeless and experience mental health issues. The project is funded and coordinated by the Mental Health Commission of Canada and was implemented in fi ve cities: Vancouver, Winnipeg, Toronto, Montreal and Moncton. Housing Connections partnered with the City of Toronto to deliver housing services for this project. By the end of 2012, we connected 286 participants to homes and supported them to stay housed by working with landlords, community agencies, advocates and participants.


Community engagement

Community engagement creates connections and partnerships in the communities that we serve. We work with community agencies, advocates and other networks throughout the city to make sure that we provide a high standard of services for applicants.

It is important for us to share information about access to housing with our community partners who work with clients every day. Gett ing information in to the right hands helps us connect people to the aff ordable homes that they need.

Being a Community Partner of Housing Connections allows the Streets to

Homes Program to bett er serve and meet the needs of their clients.

— Hellen HaziprodromuStreets to Homes

2012 highlights

Connecting applicants to community servicesWe know that it can be hard for applicants to get connected to the services they need. We invited agencies from across the city to share information with applicants about legal, seniors, sett lement, mental health, employment and youth services. More than 75 applicants and agency workers att ended the event.

Learning from each otherWe believe that the more information we have, the bett er we are able to serve our clients. We collaborated with Coordinated Access to Supportive Housing, Streets to Homes, and Toronto Community Housing staff to exchange information and share expertise.

Sharing informationIn partnership with Resources Exist for Networking and Training (RENT), we held information sessions for housing workers to share tips and tools for applicants so they could take information back to their communities.

In the communityWe led 24 workshops at community agencies across the city who serve victims of domestic violence, newcomers, low-income families, seniors and more.


Summarized fi nancial statements2012 2011 2010

Revenue $ $ $Operating Subsidies (City of Toronto) 5,536,000 5,349,951 5,278,000Housing Allowance Administration 526,344 340,344 360,301Rental Services 468,831 437,938Interest and Sundry 5,147 2,480 5,422

6,067,491 6,161,606 6,081,661Program GrantsCommercial Rent Supplement 12,423,144 12,250,599 12,030,669Strong Communities Rent Supplement 11,136,792 11,644,122 11,831,140Housing Allowance Pilot (609) (4,494) 446,839

Housing Allowance Roll Out 2,535,301 3,676,775 4,239,163Mental Health Commission 1,848,754 1,887,416 800,239Short Term Rent Support Program 1,510,383 1,659,575 9,698

29,453,765 31,113,993 29,357,748Total Revenue 35,521,256 37,275,599 35,439,409

ExpensesSalaries and benefi ts 4,297,017 4,369,190 4,498,737Landlord payments 29,354,414 31,039,814 29,357,748Recoverable expense Mental Health Commision 99,349 249,934 244,672Staff expense 4,139 14,740 21,837Offi ce 569,717 563,287 607,586Systems 282,188 275,457 294,380Professional services 216,804 242,870 300,839Administrative and other 10,016 11,651 14,710Interest 75,450 75,450 75,450Depreciation 38,686 67,511 130,251

Total Expenditures 34,947,780 36,909,904 35,546,210

Excess/(Defi ciency) of revenues over expenses 573,476 365,695 (106,801)

(Negative values indicate a recovery on previous subsidies paid)


The Housing Connections Board of Directors is responsible for making policy and operational decisions, leading shareholder direction and following related legislation and regulations. Members as of July 2013 include:

Jason Gorel Eugene E. Jones, Jr. (Gene Jones) Brian KwanCouncillor Cesar Palacio Jennifer Wood, Chair

Under the Housing Services Act, before Housing Connections staff can make an adverse decision about a household’s housing request, the household is entitled to a review of the decision-making process.

The Housing Connections Review Panel, is a group of independent community members who meet regularly to represent various interests, including private citizens, shelters, housing providers, and other community agencies. Members as of July 2013 include:

Elizabeth Agoston-Assang Maria Angeles Judy Berger Bernard Blais Samantha Brooks Patsy Duff y Iris FabbroIrene FantopoulosLynn McCormickJenna MeguidAmber NeumannIngrid Pereira

Leadership and decision-makers

Renee ReidAngela ReyesAleya Parveen SheakJuan ShiEvadne ShirleyKevin SpeicherNicole StewartDouglas StuartJean TeohRonny YaronCecilia Yuan

Thank you for all the help that you’ve given us! You

provided us a home, where we can stay warm and safe, and we thank you for that. Now

we’re all working and able to pay the bills.

— R, M and J, former applicants

Our vision:decent affordable housing for all Torontonians.

176 Elm Street, Toronto, Ontario, M5T 3M4, Canada416.981.6111 | [email protected]

2012 Annual Report for Housing Connections

Documents

Transcript of 2012 Annual Report for Housing Connections