Archives

The Rockhill administration told the RTC that they have escalated the issue of the numerous billing errors and related unjustified notices of legal action. Unfortunately there is nothing concrete so far and the Montreal-based team is left without the ability to drive this process, as they cannot commit to any specific steps or timeframes.

The RTC reminded the administration of the level of stress caused by the numerous and frequently elderly tenants targeted without justification. This is particularly intolerable as the letters are sent multiple times in spite of having discussed the issues in person with administration representatives.

The administration was advised that, in light of the large number of invalid notices being sent out, a tenant could successfully argue to the administrative tribunal that they can no longer take those letters seriously since they regularly are sent by mistake.

The administration said that they were verifying the accounts one by one. The RTC countered that what tenants are looking for is a commitment to a change of procedures so that good tenants that pay their rents are not treated like delinquents through no fault of their own.

During the meeting on February 21, 2024, the RTC brought up a particularly difficult point regarding communications.

Several emails had been sent since the last meeting, but the administration had not followed up on them, including those concerning electrical wires. Is this a sign of not wanting to respond or not having the time to respond?

The Regional Director assures that it was because there was not enough time.

The RTC mentions that if it's a matter of time, then it seems certain that it's necessary to request additional resources or to optimize processes.

The administration explains that they will indeed hire people to help, and that the assistant manager will be able to assist in the short term. They will be included in emails and meetings.

The RTC agrees that hiring someone who will be able to read client communications and coordinate with the team will be very beneficial, in order to be able to receive a response within 24 to 48 hours (and not just an automated one). When no response is forthcoming, it's assumed that the email was classified as low priority, especially since the emails in question were more informational in nature and not contentious, so would have been easy to respond to. Surely, understanding client questions, gathering information, and responding takes time, and if this time is not currently available, then it makes the problem critical.

During the discussion with the administration, the CLR argued that the snowplow tractor and equipment occupy two parking spots in front of building B, and visitor parking spots have been assigned to contractors. A few years ago, Rockhill tenants received a 2% rent reduction because the pool was closed. It's not written in the lease, but it's part of the factors considered for value, so having visitor parking is in the same vein. Therefore, there's a risk that tenants might ask for a reduction for these parking spots. The administration could place the equipment on the sidewalk and put the tractor in one of the other parking spots that has more room.

The Regional Director explains that Sylvia Guttman, Assistant Building Manager, is in charge of parking and takes note to find a solution.

This meeting had been postponed by two weeks and finally took place on February 6, 2024. A second meeting will be held in two weeks to continue the discussion. Mr. Carmelo Contarini, Regional Director, and Mr. Eric Cao, Property Manager, were present.

• 2024 Renewals: a 4.5% increase for those whose lease begins in May. The official figure has not been released yet - see the more detailed article on the increases.
• Notices and billing errors: Mr. Contarini will discuss with the Ottawa team for better coordination and not to rush into notices too quickly. For example, maintaining a record of overdue accounts, and the first time an account appears, conduct a verification with the Montreal team. In case of doubt, modify the letter so that it does not imply legal action but rather a matter to be discussed with the administration. To be continued.
• Discussion about people being asked for unattributed sums - the system needs to be reviewed, or training. Mr. Contarini will review these cases with Mr. Cao to understand what is happening.
• When writing to the service department, it does not go to a specific person. Generally, the dispatches come from Ottawa. The procedure will be improved.
• Uncovered electronic equipment: there are long-term works, but they admit that without enclosures, there could be damage. Mr. Cao will follow up with the maintenance chief.
• Neglected lobby appearance: a project is underway to improve the lobby's appearance, replacing old sofas and tables in 2024. Immediate measures will be taken for the raised issues.
• Problem with lines for handicap parking: not possible to repaint before the snow melts, but the guards will issue warnings.
• Visitor parking in front of Building B: for now, these spaces are requisitioned for contractors, probably until summer. So visitors must go to one of the other parking lots.

At a meeting with the Rockhill administration, the RTC obtained the following information:

"Minto sends rent increase notices from 3 to 6 months before the end of the leases. The administration determines a single rate for all apartments, taking into account the formula documented on the TAL website. The Ottawa team determines the rate and sends the notifications by bailiff.

Minto is open to negociating the increase with the tenants by appointment. Since the tenant's response must be provided within a month after receiving the increase notification (30 days) it is recommended to request an appointment at the earliest opportunity.

The state of the dwelling isn't one of the criterias that the TAL uses to determine the increase, according to the "règlement sur les critères de fixation de loyer". The administration is open to discuss it but the matter of rental increase is one of long term investment. In general this is the kind of question that should be resolved during the year. Therefore we will review case by case. "

-- Carmelo Contarini, Directeur Régional, Minto

Last week a Minto representative confirmed that the increases for the leases starting in May had been sent at the end of January with an increase of 4.5% so this is likely to be the same number for the rest.

The TAL proposes a calculation incorporating the building revenue, taxes, insurance, cost of energy, cost of maintance and repaires to determine a fair increase. (See the website of the TAL for an explanation of the user of the Consumer Price Index to determine the component increases). However it is often impossible for a tenant to obtain the necessary numbers such as revenues and expenses which makes the evaluation difficult to perform.

A spreadsheet has been prepared with the informations provided by the Minto quarterly reports and made available to all that are interested in doing this calculation. More information on how to obtain the other inputs yourself will be forthcoming shortly.

M. Contarini informed us that he would be receiving the increase soon and will inform us right away. After bringing up the difficulty for a tenant to estimate all of the numbers required in the formula and showing him our spreadsheet prepared with the publicly available information, M. Contarini agreed to make public the numbers required for the 2024 calculation, and which would eventually be used if the increase were contested, so that everyone could make up their own analysis as to whether the increase was reasonable.

A lessor is not obliged to share this type of information. Usually they are only provided after having refused the increase and started the fixation process. In 2024, only those that refused the increases received the information, as prescribed by law. Having these informations during this renewal period will allow us to make a better informed decision, whether one finds the increase reasonable or not.