Tenant Policies

1. Customer Service Standard

CCOC is committed to removing and preventing barriers to accessibility for people with disabilities and meeting the accessibility needs of those within our community. CCOC will use reasonable efforts to ensure our services for persons with disabilities are integrated or otherwise provided in a way that enables a person with a disability to obtain, use, or benefit from the service. CCOC is committed to meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act, other relevant Ontario accessibility laws, and the Human Rights Code.

CCOC is also committed to ensuring equal access for everyone, and to being responsive to the needs of all of our tenants and community members. We strive to provide quality services that are accessible to all. In keeping with our organizational value of diversity, equity, and inclusion, CCOC is committed to treating everyone with dignity, respect, and independence. We will work to ensure policies, practices, procedures and facilities, and the delivery of services provided to all our tenants and community members are in keeping with the principles of dignity, equality, independence and integration.

1.1 CCOC Office Response Standards

CCOC office employees will strive to respond to e-mails, faxes, phone calls and voice mail messages from tenants and customers within 1 business day.

1.2 Notice of Temporary Service Disruptions

CCOC will ensure that the public knows when facilities and/or services that people use to access goods and services are temporarily unavailable, whether it is a planned or unplanned interruption. Notices for temporary service disruptions will be available in a timely fashion, and will be given in ways that are accessible to tenants with disabilities.

1.3 Customer Service Feedback and Complaints

CCOC welcomes feedback on our customer service and how we provide accessible customer service to help us continually improve. Feedback helps us identify any barriers and respond to concerns with how we provide service. Feedback can be provided in several ways – by phone, e-mail or in person – all of which are listed in our tenant handbook, on our website, and at our reception desk.

CCOC will investigate and respond to all customer service complaints within a reasonable time. Tenants may send complaints to the Director of the relevant department, or to the Executive Director. Complaints involving the Executive Director can be sent to the President of the Board. Please inquire with the reception desk for contact information for employees.

This policy, including ways of providing feedback, is available in other formats upon request to ensure our processes are as accessible as possible for all individuals.

2. Bilingual Service Guidelines

This section Board approved in 2002

2.1 Verbal Communication to Tenants and Prospective Tenants

Each CCOC department that deals with tenants should maintain a minimum capacity for effective verbal communication in both English and French.

2.2 Written Communication

2.2.1

All written official communication relevant to the Residential Tenancies Act (RTA), such as leases, notices of eviction, notices of entry and rent changes, must be available in both English and French.

2.2.2

All other major written communications, such as brochures, web pages, notices, newsletters and the Tenant Handbook/Calendar, should be available in both English and French when potential cost and employee time expended are not prohibitive. Translations of CCOC policies should also be made available in French upon request.

2.2.3

Where reasonable, attempts should be made to make all other written communications available in either French or English when potential cost and employee time expended are not prohibitive.

3. Accessible Customer Service

CCOC follows the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). This act sets provincial standards to ensure that our operations remain accessible to people with disabilities through the identification and removal of barriers to quality customer service. The customer service standard that CCOC follows addresses business practices, training, and suggested improvements needed to provide enhanced, accessible customer service to people with disabilities. The following standards are intended to address barriers to customer service for people with disabilities.

3.1 Assistive Devices

People with disabilities may choose to use their own personal assistive device when accessing CCOC goods, services, and facilities. If a person is unable to access CCOC goods, services, and facilities, even with the use of their own personal assistive device, CCOC will ensure that we work with the person to identify service options that better allow us to meet the needs of the individual. In addition, CCOC ensures that employees are trained and/or familiar with a variety of assistive devices.

Assistive Devices are defined below.

3.2 Service Animals

CCOC welcomes people with disabilities and their service animals at all CCOC properties in areas that are open to the public including lobbies, laundry rooms, offices and meeting rooms, yards, and decks. The owner of the service animal is responsible for the care, supervision and control of the service animal while they are actively on CCOC property. CCOC employes, volunteers, and contractors shall accommodate the use of service animals by people with disabilities who are accessing CCOC services or properties.

Service animals can often be easily identified through visual indicators, like harness or a vest, or helping a person perform a task. When we cannot easily identify that an animal is a service animal, CCOC employees may ask for documentation (a letter or form) from a regulated health professional.

Service Animals are defined below.

3.3 Support Persons

CCOC welcomes support persons as they help us provide good customer service. Where a person with a disability is accessing CCOC services or premises accompanied by a support person, CCOC employees, volunteers, and contractors shall ensure that both persons are permitted to enter the premises together and shall ensure the person with a disability can access the support person while on the premises. If confidential information will be disclosed, the person with a disability will be asked if they prefer that their support person remains present. If the support person is present when confidential information is to be disclosed, the tenant, applicant, or customer must provide verbal or written consent.

3.4 Accessible Customer Service Training

3.4.1

All new and existing CCOC employees are required to complete the HR Downloads trainings which includes a section on Accessible Customer Service. In addition, each employee will be given a copy of CCOC’s Customer Service Standards and policies to read. Training is provided in the onboarding process after an employee has been hired, and will be updated in respect of any changes to AODA requirements and policy.

3.4.2

All contractors hired by CCOC are required to comply with the AODA requirements as a part of their contract with us.

3.5 Design of Public Spaces including Service Counters, Waiting Areas, and Off-Street Parking

CCOC will ensure that, from January 1, 2017, any public spaces including service counters, waiting areas with fixed seating, and off-street parking that it constructs or redevelops, meet the built requirements as required in the Integrated Accessibility Standards under AODA. We will ensure these legal provisions are met on sites that are occupied by CCOC, and on new sites or properties CCOC manages, owns, and operates to ensure contractors performing construction or redevelopment adhere to these requirements. This includes but is not limited to:

1. New service counters should and will have sufficient height (between 680-865 mm) and depth at least 250 mm deep below the service counter to allow people who use wheelchairs from a seated position to approach and use the counter. If there is more than one service counter, a sign will be posted to identify the accessible service counter.
2. New waiting area(s) with fixed seating should and will have an accessible seating space with arm rest to accommodate different body types and be in an area alongside the other seating locations where someone using a mobility aid can position themselves and/or their equipment.
3. New off-street parking should and will have the required Type A (minimum 3400 mm wide) and Type B (minimum 2400 mm wide) parking spots along with access aisle (minimum 1500 mm wide) and the required signage.

4. Definitions for Policies

4.1 Disability:

1. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
2. a condition of mental impairment or a developmental disability,
3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
4. a mental disorder, or
5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

This definition is the same as the definition of disability used in the Ontario Human Rights Code.

4.2 Barriers:

Anything that prevents a person with a disability from fully participating in all aspects of society because of (their) disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or practice.

4.3 Assistive Devices:

Devices used to assist persons with disabilities in carrying out activities or in accessing services. Assistive devices include, but are not limited to, wheelchairs, reading machines, recording machines, hearing devices, devices for grasping, a white cane, etc.

4.4 Service Animals

A service animal is defined as an animal that can be identified as one being used by the person for reasons related to the person’s disability. Service animals include guide dogs, hearing dogs, mobility assistance dogs, seizure alert dogs, etc. An animal is a service animal if:

1. it can be readily identified as one that is being used by the person for reasons relating to the person’s disability, because of visual indicators such as a vest or harness worn by the animal; or
2. if the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability: Audiologist, Chiropractor, Nurse Practitioner, Occupational Therapist, Optometrist, Physician, Physiotherapist, Psychologist, Psychotherapist, Registered Mental Health therapist, Registered Social Worker.

4.5 Support Persons

A support person is defined as an individual who accompanies a person with a disability in order to support them. They are either hired or chosen to help a person with communication, personal care, medical needs or with access to goods or services. A support person can be a paid professional like a Personal Support Worker. A support person could also be a volunteer, family member, or friend.

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CCOC Statement of Commitment

Centretown Citizens Ottawa Corporation is committed to:

• Ensuring equal access to our goods, services and facilities, as well as participation in our community, opportunities and events for everyone.
• Providing equal treatment to all with respect to the use of CCOC’s services and facilities, in a matter that respects the individual’s dignity and independence.
•  Striving to remove and prevent barriers to accessibility, and to meeting our accessibility requirements as laid out under the Accessibility for Ontarian’s Disability Act (AODA).

A message from our Executive Director:

Here at Centretown Citizens Ottawa Corporation, we make it a priority to imbed inclusive, equitable practices into our daily operations. From our hiring, to our employment practices, to our volunteer and membership, CCOC ensures that all of the work we do aligns with our mission and values, and our commitment of providing accessible goods, services and facilities. Over the past few years, CCOC has been working on numerous initiatives, such as Diversity Equity & Inclusion work, reviewing organizational policies, processes and practices, and reviewing our governance structures. CCOC goes above and beyond by encouraging tenants and folks from diverse backgrounds, as well as underrepresented and underprivileged communities to take advantage of various opportunities with our organization.

Plan Introduction and Background

In accordance to the AODA 2005, organizations with 50 or more employees are required to develop, publish and implement a multi-year accessibility plan. CCOC is proud to announce that we have now reached over 100 employees, and with this recent growth we’re pleased to present our 2024-2029 accessibility plan.

CCOC strives to meet the needs of employees, clients, tenants, and volunteers, and we are working diligently to remove and prevent any barriers that might affect an individual’s accessibility needs.

CCOC is committed to fulfilling our requirements under the AODA, and this accessibility plan outlines the steps CCOC has taken and will be taking to make our community accessible for everyone. We recognize the important of inclusion in all shapes and forms, and the role that our organization plays in making Ontario an accessible province for all Ontarians.

CCOC’s Customer Service

CCOC is committed to providing quality customer service to everyone that uses our goods, services and facilities. We aim to provide quality, timely goods and services to everyone by including a variety of accessible and inclusive options. CCOC has been working to implement effective and accessible feedback mechanisms for our tenants and clients, such as paper and digital feedback forms that tenants receive upon completion of maintenance work in their units. We have also been working to update our website to include a variety of resources, feedback forms, and easier navigation and access to information. CCOC has various methods of contact, including by telephone, email, fax, or in-person at our accessible, wheelchair friendly office space that is located within walking distance of many of our buildings.

CCOC strives to ensure that policies, protocols and procedures are consistent with our mission and values by following these principles:

• Goods, services and facilities provided equally and respectfully to everyone that we serve.
• Inclusive and equal opportunities are given to everyone, understanding that they must also follow and align with our mission and values when residing, volunteering, or working with us.
• Folks with disabilities are equally welcomed into our organization with assistive devices, support animals and/or support persons to access our goods, facilities, or services.
• Employees and volunteers of CCOC will receive training on accessible customer service, in accordance and upkeep with the AODA and the Ontario Human Rights Code.

CCOC’s Accessible Communications

CCOC is committed to meeting the requirements of the AODA, and to continuing to strive for fully accessible spaces and services. We continue to with people with disabilities, so that we can work together in creating inclusivity and equality, while prioritizing the needs of all the folks that we serve. CCOC is committed to making our services as user-friendly as possible, for all those who access our goods, services and facilities.

CCOC has taken the following actions to ensure compliance, and increase accessibility:

• Reviewing our website, planning website updates to include more accessible navigation and feedback forms for folks.
• Focusing on fully accessible amenities and units when planning and developing new builds and re-developments in the portfolio.
• Hosting fully accessible meetings, events and AGM’s where our tenants and members are able to attend if they have accessibility needs/requirements.
• Ensuring that all of our communications are accessible to folks of different communities, with language barriers, with differing needs, and that they be available in a variety of platforms.
•   Ensuring that our meeting room spaces and meeting room rentals have accessible access and washrooms for folks to use, if they have an assistive device like a wheelchair, walker, cane, etc.

CCOC’s Accessible Employment

CCOC is committed to providing inclusive and accessible opportunities for employment. We do so by welcoming and encouraging applications from everyone, regardless of disability or background, and providing accommodations on request for all candidates in our application process.

CCOC has taken the following steps to ensure compliance with Accessible Employment Standards:

• Making it clear on all job and volunteer postings that accommodations are available upon request.
• Ensure applicants, employees and volunteers are aware that accommodations are available upon request.
• Provide updated information on accommodation and accessibility policies and processes.
• Provide up to date trainings for employees and volunteers as frequently as possible.
• Workplace and building response plans that include specified needs of folks with disabilities who have informed the organization of the specific needs.

CCOC’s Accessibility Training

CCOC is committed to ensuring that all employees and volunteers of the organization complete mandatory accessible customer service training modules. This training is a part of our onboarding, employees/volunteers are required to watch related videos and materials and must successfully complete accompanied testing at the end of each training module. CCOC has also started to include other accessible customer service trainings, such as the Human Rights Commission and HRTO trainings.

CCOC has been planning the following training procedures:

• Trainings for the leadership team through the Ontario Human Rights Commission on AODA, the Code and Rental Housing, and the Duty to Accommodate.
• Additional supplementary trainings that will be updated on an annual basis, depending on AODA requirements.
• Partnerships with supportive housing organizations and other organizations that can enable CCOC to strengthen accessibility within our services and facilities.

Removing Barriers within CCOC Properties

CCOC strives to work towards a fully inclusive and accessible organizational structure. In our strategic work and future planning, we’ve included initiatives related to accommodation needs, accessibility and inclusivity. We plan to improve in these avenues over the coming years and beyond, as laid out in this multi-year accessibility plan.

CCOC has taken the following actions in order to prevent and/or remove barriers:

• Ensuring that all building renovations and maintenance work is completed with respect to accessibility policies and procedures.
• Embedding accessibility requirements and needs into future project plans for new developments, re-developments and acquisitions.
• Ensuring that we consult persons with disabilities in the planning and development of safety procedures and policies for our buildings.
• Keeping up to date information on all current employees, tenants and volunteers that are impacted by the accessibility in and around our buildings.

Maintaining accessible and inclusive public spaces that cater to folks of all needs and backgrounds, including office spaces, meeting rooms, and any event spaces rented by CCOC.

For more information on our accessibility plan, please contact our Executive Director via our service desk at info@ccochousing.org, 613-234-4065 x0.

Our accessibility plan is publicly posted on our website and can be found here Home – Centretown Citizens Ottawa Corporation (ccochousing.org).

This plan we be revised at least once every 5 years.

1. Purpose

Improperly installed air conditioners can cause property damage, but also serious injury, or death, and tenants are legally liable for any damage or injury caused by their unit. This policy ensures safe installation and use of air conditioners while ensuring tenants have options for keeping cool.

2. Relevant Legislation

Residential Tenancies Act, 2006, S.O. 2006, c. 17

Property Standards (By-law No. 2013-416)

3. Application

This policy applies to all CCOC tenants.

4. Definitions

N/A

5. Policy Statement

CCOC recognises our essential role in ensuring safe and adequate housing amid rising extreme heat events. Safe use of air conditioning units and cooling devices, while ensuring tenant safety and proper installation remains a priority to prevent hazards like electrical overloads or structural damage.

Installing an air conditioner is making a change to the rental unit and, according to section 4.c. of CCOC’s lease, tenants need written permission from CCOC to install an air conditioner.

CCOC encourages tenants installing air conditioners to use floor mounted, portable units. These units may be installed provided they meet the conditions set out below.

Window air conditioners will only be approved if they are over a balcony or within 7 feet of the ground and meet the conditions set out below. Any injury or damages incurred as a result of the installation and use of air conditioners are the responsibility of the tenant as per Sections 6 and 7 of the lease.

5.1 Air Conditioner Requirements

Tenants installing any air conditioner must:

1. Have tenant insurance;
2. Agree to pay all costs for changes, installations and repairs, and for damages to any person or property resulting from the modification; and
3. Agree to return CCOC property to its original condition if CCOC asks and when moving out.

Air conditioners must:

1. Only be in place between April 1 and November 1 of each year;
2. Be installed following all manufacturer’s instructions;
3. Never be installed through a door;
4. Be installed or vented in the lower portion of a window;
5. Not damage the window, window frame or building;
6. Not overload electrical systems;
7. Be plugged directly into the electrical outlet, or use a grounded (three prong) appliance grade extension cord (12 gauge,); and
8. Properly seal the window opening using the side panels supplied with the air conditioner, or plywood at least ¼ inch thick.

Window units are discouraged, but permitted if:

1. Installed over the tenant’s balcony or within 7 feet of the ground;
2. A self evaporating (dripless) model and angled to prevent water damage;
3. Secured with a purpose-made bracket rated for the unit’s weight; and
4. Approved in writing by CCOC through a Window AC Agreement.

Enforcement

If a tenant is found to have installed a window-mounted air conditioner in a window that is higher than seven feet from the ground or balcony floor, or violated any term of this policy, CCOC will issue a notice requiring the immediate removal of the unit. A follow-up inspection will be conducted by CCOC to confirm compliance.

Should the unit remain in place, a second notice will be sent to the tenant advising that the unit will be removed by COCC and that there will be a tenant charge back. Continued failure to comply could result in additional chargebacks or issuance of notices under the Residential Tenancies Act. If an AC unit poses an urgent safety or property concern, CCOC may at our discretion, remove the AC unit immediately and could charge back the tenant.

6. Designated Policy Authority & Policy

6.1 Steward

The Management Committee is the designated policy authority for this Policy.

The Director of Facilities Management is the responsible steward of this Policy.

7. Reporting & Review

The Facilities Department Head shall review the implementation of this Policy every 2 years, or more frequently as required. They shall further report any findings and recommendations to amend this Policy to the Management Committee as required.

8. Related Policy Instruments

Lease sections 4, 6, 7

This policy applies to resident buildings managed by Centretown Citizens Ottawa Corporation, as well as tenants and community members served by Centretown Citizens Ottawa Corporation in other communities, and employees, volunteers, and contractors of Centretown Citizens Ottawa Corporation.

This information is available in other formats upon request.