Agenda Item No.: H.1.b.
Landlord and Tenant Advisory Board: First Quarter 1999 Report.
Recommendation:
That the following report be received for
information.

Report Summary


The Landlord and Tenant Advisory
Board (LTAB) serves the needs of
Edmonton’s residential landlords and
tenants by providing dispute prevention
and dispute resolution services.
This report describes the activities and
services provided by LTAB in the first
quarter of 1999.

Report



Housing Issues: Vacancy rates were not
available from Canada Mortgage and
Housing Corporation for the first quarter
of 1999, although the general sense in
the marketplace was that vacancies were
around 2.0%. Rents continue to rise,
often between $50 to $75 per month.
Derelict buildings, homelessness, Y2K,
and discrimination were some of the
broader tenancy issues to which the
Board addressed itself in this quarter.
While housing issues and homelessness
have become current issues, examination
of these issues is too often limited to
issues of supply. LTAB continues to
stress that housing concerns cannot be
dealt with in isolation from the issue of
tenancy. The interplay between the
private and public housing sectors and
the development and viability of longterm, stable landlord-tenant relationships
are equally important when developing
policy and looking for solutions. An
ongoing task for LTAB will be to
Routing:
Delegation:
Written By:
May 19, 1999
File: 99CALT02


Community Services Committee
Nick Malychuk, Katherine I. Weaver
Katherine I. Weaver
Landlord and Tenant Advisory Board
(Page 1 of 3)
encourage those dealing with these
issues to take this more holistic view.
LTAB confirmed its plan to undertake a
major review of residential tenancies
issues and legislation. It is the first
major review that LTAB has undertaken
since 1993-1994. As part of the review
process, a public forum will be held in
October, 1999. It is anticipated that a
discussion paper will be completed in
2000 and submitted to the Provincial
Government.
Dispute Prevention: Dispute
prevention services equip landlords and
tenants with the tools to avoid conflict,
and encourage changes in attitude and/or
behaviour to prevent conflict.
Preventative services should, over time,
reduce the demand for reactive or
curative services.
Seventeen education sessions,
workshops and presentations were held.
Targeted audiences included: recent
immigrants, single mothers, students,
owner-investor landlords and private
sector property managers. LTAB also
met with the Edmonton Police Service to
clarify its continuing involvement in
providing landlord/tenant training to new
recruits.
Twelve free fact sheets on selected rental
topics were re-published in a more userfriendly format and one new fact sheet
was developed. The quarterly
newsletter, the Landlord-Tenant Info
Guide, continues to be published, along
with tenancy forms, information
packages and education material.
H
1
b
Landlord and Tenant Advisory Board: First Quarter 1999 Report




LTAB continued to meet with both
tenants’ associations and landlords’
groups, to assist in developing positive
ways of dealing with issues and working
together.
Other community based work included a
continuing involvement with: the ad hoc
steering committee which is developing
support for an Inner City Security
Deposit Trust Fund; and the Tenant
Resource Worker project in partnership
with Norwood’s Community Action
Project.
Dispute Resolution: Dispute resolution
services equip landlords and tenants with
the tools they need to resolve conflict,
and provide a mechanism for resolving
disputes, when they are unable to resolve
them on their own. Ninety mediations
were completed and a 67% settlement
rate was achieved. Issues addressed
included: security deposit and other endof-tenancy issues; resolving the terms of
the tenancy; repairs and maintenance;
entry and security issues; and damage or
painting issues.
Over 5,800 advice contacts occurred,
with tenants accounting for 64% of
contacts and landlords for 35%. Service
was denied to almost 1,000 persons,
mainly because the property was not in
Edmonton. Issues raised most frequently
by landlords were: general issues around
payment and non-payment of rent;
substantial breach due to non-payment of
rent and other reasons; and conditions of
tenancy. Issues raised most frequently
by tenants were: return of security
deposits; conditions of tenancy; general






(Page 2 of 3)
issues around payment and non-payment
of rent; and repairs and maintenance.
Almost 16,000 additional information
matters were handled through the
automated Landlord-Tenant Info Line
and LTAB’s Intake Worker.
Service Planning and Evaluation: The
Board revised and gave final approval to
its 1999-2001 Business Plan. It sets out
four key strategies, dealing with Quality
Services, Revenue, Function and
Structure, and Resources. The Plan is
set out as Attachment 1 to this report.
LTAB’s service delivery model, now 21/2 years old, has resulted in the ability
to offer a variety of dispute prevention
and resolution services simultaneously
through LTAB staff and partners. The
model will continue to be monitored and
adjusted to provide relevant, quality
service.
Other Board activities: The new Board
took its place in January and its officers
are Nick Malychuk (Chair) and Gary
Zimmermann (Vice-Chair).
The Board completed its review of the
role of the Board and the LTAB Bylaw.
It is hopeful that it can use a revised,
draft Bylaw as a tool for discussions
with Council and the Administration
around confirming LTAB’s mandate and
clarifying conflicting assumptions about
how LTAB functions.
The Board’s Open House was held in
February and attended by representatives
of landlord and tenant organizations,
individual landlords and tenants, civil
Landlord and Tenant Advisory Board: First Quarter 1999 Report
enforcement agency reps, police, and
municipal and provincial government
officials and staff.
Background Information Attached
1. LTAB 1999-2000 Business Plan
2. LTAB Service Delivery Statistics:
January 1 to March 31, 1999
(Page 3 of 3)
Attachment 1
LTAB 1999-2001 Business Plan
Landlord and Tenant Advisory Board 1999-2001 Business Plan
EXECUTIVE SUMMARY
In Edmonton, where almost half of citizens rent their homes, all citizens benefit when stable relations exist between
residential landlords and tenants. By contrast, instability and conflict in rental housing relations can affect, among
other things, the education patterns and employability of tenants and their families; the viability of landlord
businesses; and property maintenance and property values. These impacts can, in turn, increase demand for other
government and not-for-profit services.
As a result, the Edmonton Landlord and Tenant Advisory Board’s (LTAB) mission is to provide conflict prevention
and conflict resolution services which will: foster a climate where long-term, harmonious relationships between
landlords and tenant may develop; and encourage and equip landlords and tenants to solve their own problems. To
these ends, LTAB’s accomplishments, during the previous and past years, are a source of pride to its Board
volunteers and to its staff members. Performance measures focus on ensuring that services are designed and
delivered to fulfill this mission. However, the lack of benchmarking around rental housing makes it difficult to easily
measure the overall rate of conflict reduction or other service outcomes for the City as a whole.
Housing issues do not go away when the economy improves – they just change their focus. Edmonton’s improved
economy, in-migration, an aging population, and deinstitutionalization will create new challenges in rental housing
and increased demand for LTAB’s services. To meet these challenges and demands, LTAB’s strategic initiatives
focus on four areas: quality services; revenues; function and structure; and resources.
TABLE OF CONTENTS
Executive Summary…………………………………………………………………………………………………… 2
Table of Contents…….……………………………………………………………………………………………….. 2
I. Description……………………………………………………………………………………………………….. 3
II. Previous Year Accomplishments……….………………………………………………………………………… 4
III. Performance Measures (Balanced Score Card) ….………………………………………………………………. 4
IV. Forecasting, Trends Analysis or Market Analysis…………………………………………….………………….. 5
V. Strategic Initiatives…………………………………………………………………………………..……………. 6
VI. Financial Forecast (in Thousands) …………………………………………………………………..…………… 7
Glossary……………………………………………………………………………………………………………….. 8
Attachment 1 - Page 6 of 6
Attachment 1
LTAB 1999-2001 Business Plan
I.
DESCRIPTION
The Edmonton Landlord and Tenant Advisory Board (LTAB) is a conflict resolution and conflict
prevention service for Edmonton’s residential landlords and tenants. The LTAB’s mission is to provide
services which will:
 foster a climate where long-term, harmonious relationships may develop between landlords and tenants
 encourage and equip landlords and tenants to solve their own problems
This mission is based upon the following values:
 all citizens if the City of Edmonton benefits when stable relations exist between residential landlords
and tenants
 services must be high quality, effective, and efficient
 services must be based upon impartiality, neutrality
 services must be non-confrontational, non judgmental
 services will be professional, but not intimidating
LTAB fulfills its mandate by providing services designed to:
 prevent disputes from arising between landlords and tenants (public education activities,
community/agency liaison, information, publications, tenancy materials, legislative review, monitoring
of trends)
 resolve existing conflicts (mediation and advice services)
1.
2.
3.
Desired Outcomes
Landlord and tenant disputes are reduced in number.
Landlord and tenant disputes are resolved quickly
Landlords and tenants are able to resolve most of
their own disputes.



Major Service Areas
Dispute Prevention
Dispute Resolution
Dispute Prevention and Resolution
1998 Financial Data (from approved Budget document, in thousands)
Expenditures
421
II.
Revenues
49
Tax Levy
372
FTEs
9
PREVIOUS YEAR ACCOMPLISHMENTS



“Residential Distress” strategy completed, including holding of educational session and preparation of
Brief to be submitted to Provincial Government in 1999
maintained good quality, integrated dispute prevention and dispute resolution services for residential
landlords and tenants, including: completion of over 300 mediations with a 78% settlement rate;
provision of advice services to over 26,000 landlords and tenants; expansion of Landlord-Tenant Info
Line through partnership with Alberta Consumer Health Information Society to Achieve 65,000 “hits”
by telephone and 20,000 through the Internet; and completion of a variety of education activities
reaching over 3,000 Edmontonians.
initiated or maintained a number of community - or other partnerships - based projects, designed to
prevent or reduce landlord-tenant conflict through education, community development or legislative
Attachment 1 - Page 6 of 6
Attachment 1
LTAB 1999-2001 Business Plan
reform strategies completed the major parts of the transition to its redesigned service delivery model,
including positioning itself to reach 3,000 persons annually through its prevention services.
III. PERFORMANCE MEASURES (BALANCE SCORE CARD)
BALANCED SCORE CARD
Measures
Customer
Variance Explanation
1. Change in attitude
or behaviour


Measures
1. “Lost calls” reduced

% of workshop
participants who
anticipate changes
in behaviour
reduction of
“previous contact”
clients
Internal
Variance Explanation
Telus lost call
survey
2. Successful
mediations increase

% of mediations
settled
2. Volume
3. Edmonton issues
addressed

# of prevention
activities, including
courses,
workshops,
community projects


# of dispute
resolution activities,
including mediations
completed, advice
matters handled

# of “hits” on 24hour Info Line
# of briefs,
symposiums, or
other activity dealing
with Edmonton
issues
Attachment 1 - Page 6 of 6
Attachment 1
LTAB 1999-2001 Business Plan
Measures
Learning
Variance Explanation
Measures
Financial
Variance Explanation
1.
Qualified/skilled staff
1.
Expenditures within
budgeted levels

# of hours of
professional
development
2.
Revenue levels as
budgeted
IV. FORECASTING, TRENDS ANALYSIS OR MARKET ANALYSIS
General Trend/Issues






improved Edmonton economy
net in-immigration to Edmonton and decreasing unemployment
aging population
continued impacts from government cutbacks (eg. Income assistance)
changes or proposed changed to legislation eg. Residential Tenancies Act, Housing Act, Public Health Act,
Civil Enforcement Act
deinstitutionalization creates housing problems and challenges in the city (adult supportive housing issues)
Business Area Trends/Scanning









vacancy rates will fall to 3% or lower by end of 1998
should the economy continue to rebound, vacancy rates could drop below 3% over the next 3 years
vacancy rates below 4% will result in rental increases
private landlords moving out of rent subsidy programmes
public subsidized housing stock limited in supply and needing upgrading
some increased concentration of ownership in private rental market
improved economy could mean previously delayed repairs and maintenance in all sectors will take place
demand for LTAB services will increase due to above business factors
LTAB customers may include more renters of moderate means
Benchmarking and Best Practices


benchmarking is lacking in much of the rental market
areas which need to be addressed include: turnover rates, tenant stability, bad debt ratios, dispute ratios, damage
claims and payouts, return of deposit rates, etc.
Other Inputs



redesign of service delivery to focus resources on prevention, rather than reaction to crisis
improved methods of providing education, advice, mediation
resources have not kept pace with demand or prevention priorities
Attachment 1 - Page 6 of 6
Attachment 1
LTAB 1999-2001 Business Plan
V. STRATEGIC INITIATIVES
Priority
KEY STRATEGIES
H, M, L
Quality Services Strategy
H
STRATEGIC OUTCOMES
PERFORMANCE
MEASURES
YEAR
1.
refine performance measures
Committment to or revision of measures
narrative
1999
2.
evaluate service delivery redesign
Commitment or revision to redesign
narrative
2000
H
3.
evaluate Info Line and Mediation services
Commitment or adjustment to service
narrative
2000
M
4.
increase community-based projects
Ongoing community-based projects
# of projects
1999
H
5.
review of Residential Tenancies Act
Bring forward items for legislative change
narrative
2000
L
6.
work to initiate partnership which would
establish residential tenancy benchmarks
Revenue Strategy:
Commitment by organization and/or
government to establish benchmarks
narrative
2001
H
1.
review of revenue policy, including
marketing of materials and courses, fees
for custom or advance workshops
2. continue to lobby foundations and other
granting agencies for additional resources
Function and Structure Strategy:
Clear understanding of LTAB’s approach to
revenue generation
narrative
1999
Increased revenue or leveraging of resources
$ raised or leveraged
2001
1.
recommend to Council mandate and role
of civic agency and volunteers in delivery
of LTAB services
2. explore alternative structures, including
regionalization of tenancy services
Resource Strategy:
Commitment to structure
Stakeholder satisfaction
1999
Commitment to structure
Stakeholder satisfaction
2000
H
1.
obtain and retain required skills
Reclassification of front-line staff positions
1999
H
2.
Enhance ability to fulfill mandate
H
3.
obtain required skills in public education
through hiring of experienced education
practitioner and through ongoing
staff training
continue to upgrade communication and
information management technology
$ paid to staff reflect
qualifications and skills
# of hours of staff education
narrative
20012002
M
M
M
Enhance customer service and ability to obtain
management information
Attachment 1 - Page 6 of 6
2001
Attachment 1
LTAB 1999-2001 Business Plan
VI. FINANCIAL FORECAST (IN THOUSANDS)
Strategic Initiatives
and
Core Services
1999
Exp.
Dispute Resolution and
Dispute Prevention Services
TOTALS
Explanation of
Expenditure Changes by
Year
442


Explanation of Revenue
Changes by Year
GLOSSARY

Rev.
54
2000
Tax
Levy
388
FTE
Exp.
9
442
54
388
9
Staff reclassification phased-in over 3
years $20,000
462

Rev.
54
2001
Tax
Levy
408
FTE
Exp.
9
462
54
408
9
Staff reclassification phased-in over 3
years $20,000
482

Rev.
54
FTEs - Full-time equivalents; the number of staff who could be employed full-time given the budgeted resources
Major Service Area - A prioritized service (product, program or service) which delivers desired outcomes.
Outcomes - An outcome is the result or benefit achieved by the use of a product, program or service.
Performance Measures - A yardstick or standard used to measure progress toward achieving a strategic outcome. It is a measure of how well
we are doing.
Attachment 1 - Page 6 of 6
FTE
9
482
54
428
9
Staff reclassification phased-in over 3
years $20,000
Telecommunications/statistics
equipment
Sponsorship of Info Line
Tax Levy - That part of the budgeted revenue which comes from municipal taxes.
Tax
Levy
428
Attachment 2
LTAB Service Delivery Statistics: January 1 to March 31, 1999
DENIAL OF SERVICE:
(o/s Edmonton, commercial matters, etc.)
822
REFERRALS:
Previous Contact
Friend/word-of-mouth
Telephone Book
Media/Advertising
Landlord/Tenant Info Line
Municipal Affairs (Housing)
Police
Provincial. Social Services
CFS Centre
Dial a Law
Lawyer Referral
Student Legal Service
Capital Health Authority
Fire Inspector
Building Inspector
Misc. Helping Agency
Misc. Govt. Department
Other
Referrals from:
Referrals to:
(incoming contacts) (outgoing referrals)
973
n/a
687
n/a
309
n/a
44
n/a
487
1387
14
151
108
59
7
2
4
0
0
0
11
163
11
187
26
288
10
30
2
43
40
110
13
95
145
0
TOTAL
2891
Attachment 2 - Page 1 of 5
2515
Attachment 2
LTAB Service Delivery Statistics: January 1 to March 31, 1999
Dispute Prevention Services and Activities
PUBLIC EDUCATION SERVICES AND ACTIVITIES:
# of Events
2
10
13
2
2
5
34
Presentations
Courses, Workshops, etc.
Briefs, publications
Media: shows/articles/etc.
Media: interviews
Other Sessions
TOTAL
# of Participants
20
245
n/a
n/a
n/a
n/a
265
OTHER COLLABOARTIVE/COMMUNITY INITIATIVES:
4
Dispute Resolution Services
ADVICE SERVICES:
Tenant contacts
Landlord contacts
Other contacts
TOTAL
ADVICE ISSUES:
Security Deposits: Return
Security Deposits: Interest
Security Deposits: Trust Account
Conditions of Tenancy: Verbal121
Conditions of Tenancy: Lease
Inspection: in/out
Rent: Payment/Arrears
Rent: Late Charge
Rent: Abatement
Rent: Increase
Rent: Regulation
Repairs/Maintenance
Cleaning
Advice Line
2829
1515
14
4358
Walk-in Advice
929
513
26
1468
Tenants
850
233
20
Landlords
231
136
8
54
507
317
565
193
122
306
76
481
195
Attachment 2 - Page 2 of 5
263
180
371
74
17
175
57
79
92
TOTAL
3758
2028
40
5826
Attachment 2
LTAB Service Delivery Statistics: January 1 to March 31, 1999
Health Hazard: Vermin
Health Hazard: General
Wear and Tear
Damage
Entry/Locks
Guests/Occupants
Substantial Breach: Rent
Substantial Breach: Noise, etc.
Substantial Breach: Damage
Substantial Breach: Other
Termination Notice: Subs. Breach
Termination Notice: 48 hours
Objection
Landlord’s Notice: No Cause
Tenant's Notice of Termination
Shared Landlord's Quarters
Condominiums
Abandonment
Court Inquiries
Seizure/distress
Mobile Homes
Business of being a landlord
Business of being a tenant
Other
TOTAL
73
103
149
116
266
58
474
132
61
132
352
60
225
128
306
39
8
36
234
119
10
n/a
58
51
7176
INFORMATION SERVICES:
Landlord-Tenant Info Line
Other Information Requests
4
13
87
95
185
44
368
72
57
122
366
54
41
151
101
24
1
54
215
84
3
157
n/a
17
4052
14193
1554
MEDIATIONS (INFORMAL):
Requests
Refusals by other party
Mediation (informal) completed
Settlements
Number
97
9
88
59
Percentage
n/a
0. 093
0. 907
0.670
MEDIATIONS (FORMAL):
Number
Percentage
Attachment 2 - Page 3 of 5
Attachment 2
LTAB Service Delivery Statistics: January 1 to March 31, 1999
Internal referral
External referral (Courts)
External referral (other)
Refusals to mediate
Mediation conference held
Settlements
3
0
0
1
2
1
1.000
0.000
0.000
0.333
0.667
0.500
MEDIATION ISSUES:
a. Security Deposit Return Issues:
Statement of Account
Security Deposits: Interest
Conditions of Tenancy
Inspection: in/out
Rent: Payment/Arrears
Cleaning
Carpets
Health Hazard
Damage/Painting
Wear and Tear
Entry/Locks
Improper Notice (T)
Landlord denying possession
Tenant not taking possession
Other
TOTAL
Number
Settlements
Percentage
9
5
2
1
5
8
7
0
11
0
2
1
0
0
18
69
7
2
0
1
1
3
3
0
5
0
1
0
0
0
13
36
0.78
0.40
0.00
1.00
0.20
0.58
0.45
-0.45
-0.50
0.00
--0.72
0.52
7
0
8
3
2
1
0
2
1
0
9
0
4
0
6
2
2
1
0
1
1
0
7
0
0.57
-0.75
0.67
1.00
1.00
-0.50
1.00
-0.78
--
b. During the Term and Other Issues:
Conditions of Tenancy
Inspection: in/out
Rent: Payment/Arrears
Rent: Abatement
Rent: Increase
Repairs/Maintenance
Cleaning
Health Hazard
Damage/Painting
Wear and Tear
Entry/Locks
Security
Attachment 2 - Page 4 of 5
Attachment 2
LTAB Service Delivery Statistics: January 1 to March 31, 1999
Guests/Occupants
Subs Breach: Interference
Substantial Breach: Damage
Substantial Breach: Other
Term Notice: 48 hours
Improper Notice (L)
Improper Notice (T)
Landlord denying possession
Tenant not taking possession
Abandonment
Seizure/distress
Other
TOTAL
0
2
0
1
1
2
0
2
3
1
3
3
51
OTHER DISPUTE RESOLUTION ACTIVITIES:
Number
Drop in Sessions: Landlords
1
Tenants
0
Mobile Advice:
Landlords
1
Tenants
2
Both
1
TOTAL
5
Attachment 2 - Page 5 of 5
0
2
0
0
1
1
0
1
1
1
2
2
35
Participants
3
0
8
14
20
45
-1.00
-0.00
1.00
0.50
-0.50
0.33
1.00
0.67
0.67
0.69