Tenant Talks: January 14 Virtual Session

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What We Heard

The January 14th Tenant Talks session was a presentation that covered topics such as communications standards, service delivery during the pandemic and the upcoming OCH tenant online platform & options scheduled to launch this spring. 

See the presentation and comments from the virtual session below. Do you have a comment or question not covered in the Question and Answer on our Tenant Talks web page? Send us an email to tenanttalks@och.ca. 

Communications Standards Across Service Categories

 Back in 2019, the Tenant Talks team hosted three in-person session where we took tenants through all five service categories and asked them to tell us how the process made them feel. Across the board we heard that communication was key – that tenants wanted us to respond in a timely fashion and close the loop when they’ve made a request or work order.

Back in 2019, the Tenant Talks team hosted three in-person sessions where we took tenants through all five service categories and asked them to tell us how the process made them feel. Across the board, we heard that communication was key – that tenants wanted us to respond in a timely fashion and close the loop when they have made a request or work order.  

 

Across all service categories, tenants will be able to rely on set communication standards for phone calls, written communication and in-person interactions. For specific correspondence, the 90-day rent review, notice of decision, missing documentation and missing documentation final notice letters we have made the language more clear and softer and provide the communication sooner.   

Communications standard by service category EN

Maintenance and Pest Management:
Tenants told us when work is needed, it is not always clear to them if it has been completed or if the worker would need to return to the home. The use of leave behind cards has been established but was not standardized. We will standardize the use. In addition, to make reporting a pest issue easier, we now have a dedicated option when you call our 24/7 Call Centre at 613-731-1182 – much like the dedicated option for maintenance.

Safety Services and Support and Referral:
Many tenants have said feel that they are left wondering what happens when they make a safety-related complaint. While privacy issues may prevent us from disclosing certain information about other residents – we will establish an approach that closes the loop with the tenant who called.

Rent and Lease Services:
We have heard that tenants submit documents and are not sure if they are received by the appropriate staff. We will establish a turnaround time to acknowledge that we have received the documents.

Across all service categories:
We will be working to establish a standard for all telephone and written communication – such as tenant letters.

 

 

Self Serve Options On The Way

Tenants can expect to see the first phase of the My Home service up and running by April. Thank you to the Tenant Champions who have agreed to work with us on testing. In the first phase, you will be able to access your account and make non-urgent maintenance requests.

Tenants can expect to see the first phase of the My Home service up and running by Spring. Thank you to the Tenant Champions who have agreed to work with us on testing. In the first phase, you will be able to access your account and make non-urgent maintenance requests. 


 

COVID-19 and The Impact On Service Delivery

We know many tenants want to hear about the changes as a result of the recent state of emergency. Our services have not changed from the Dec. 26 lockdown. In tenant homes, we will only be doing urgent maintenance requests such as dealing with major structural issues or flooding. This is done to limit in-person visits to your home and keep tenants and OCH staff safe.  

The Government of Ontario has implemented a province-wide lockdown. The lockdown is scheduled to end on February 10, 2021, but this could be extended. During this time, the offices are closed, but we are still available via email or phone. For the latest COVID-19 updates, call the Call Centre at 613-731-1182, check signage in your building or follow us on social media.

Questions That Came From Tenants 

Thank you for bringing this to our attention. The mask bylaw is enforced by the City of Ottawa, to report noncompliance, please call our 24/7 Call Centre at 613-731-1182 and select option 1 for security, or call the City’s Bylaw services at 3-1-1. 

 

We will be reviewing communications standards so we can offer turnaround times, so you know when to expect a returned phone call or email. You may also make service requests by calling our 24/7 Call Centre at 613-731-1182.

If you are concerned about your safety, please call 9-1-1. For non-emergency security concerns, call Community Safety Services at 613-731-1182, and select option 1.  

This post is also available in: Français (French)