Complaint Reporting Protocol
Below is the suggested protocol to deal with concerns and complaints with your landlord. Always report your maintenance request/issue to the landlord first so your complaint goes on record. If you receive no response from property management on site, escalate to Property Managers and cc hello@hpta.ca.
DMI - Step 1
(299 Glenlake Ave.)
First attempt contact for DMI: Call Jennifer Trites (Building Manager) at 416-766-4815, available 24 hours or via email jennifer@dmipm.com, glenlake.info@dmipm.com cc’ing hello@hpta.ca. Include as many details as possible (what? where? when? who? why?) and also photographs, if possible. Indicate if a DMI contractor or rep was involved.
GWLRA - Step 1
(35,40,41 to 63, 65, 95 High Park Ave.| 66 Pacific ave. | 77 Quebec Ave.)
First attempt contact for GWLRA: Call the number for tenant issues, 1-833-330-7030. For after-hours emergencies, press “1” once the automated prompt begins to reach a live attendant. Alternatively, drop by the Resident Service Centre (located at 66 Pacific Ave.) to speak with staff during regular office hours. If issue remains unresolved, escalate by emailing Property Manager Dinko at Dinko.Visnjevac@gwlra.com and Community Manager Dominic at Dominic.Mosca@gwlra.com for 35, 65 and 95 High Park and 66 Pacific. Reach out to Property Manager Carlo at Carlo.Tobia@gwlra.com and Community Manager Zoran Stipanovic at zoran.stipanovic@gwlra.com for 77 Quebec and 40 High Park. Always cc hello@hpta.ca and include as many details as possible (what?, where? when? who? why?) and also photographs, if possible. Indicate if a GWLRA contractor or rep. was involved.
Minto - Step 1
(255 Glenlake Ave., 66 Oakmount Rd., 111 Pacific Ave.)
First attempt contact for Minto: Call (416) 763-5691. For after-hours emergencies, press “0” once the automated prompt begins to reach Security on-duty. Send an email to highpark@minto.com, and cc hello@hpta.ca. Include as many details as possible (what?, where? when? who? why?) and also photographs, if possible. Indicate if a Minto contractor or rep. was involved.
Step 2 - Report to HPTA Directly
If your request is not dealt within a reasonable amount of time, please send a follow-up email to hello@hpta.ca and indicate FOLLOW-UP on the subject line. We will bring this to building management directly and attempt to find a resolution.
What is reasonable?
According to RentSafeTO, requests are urgent and should be dealt within 24 hours if they are related to the disruption of vital services: electricity, exterior hazards, heat, gas, breach of building security, water. Non-urgent requests must be responded to within seven days. Examples include minor water damage or items that may be broken like cabinets or tiles.
Step 3 - Report to City
If the issue is not dealt with to your satisfaction, if it is urgent (i.e. lack of heat in the winter), and the HPTA is unable to help in the matter:
Report to 311 - www.toronto.ca/home/311-toronto-at-your-service/ and tag issue as URGENT. If you think they may have violated Toronto’s bylaws, also contact RentSafeTO at 416-396-7228 or via email RentSafeTO@toronto.ca
Issue still not addressed? Once a service request is filed with 311, City staff will conduct an investigation by sending a Bylaw Officer who will conduct an inspection and can order the Landlord to fix the issue as soon as possible and take the appropriate action, including issuing them a fine. You can check the status of your request using the reference number provided to you by 311. If it is an issue common to all tenants (i.e. pests in the building, broken elevators, repairs required in common areas), talk to your neighbours and encourage others to also report to 311.
Tenant Application for a Rent Reduction
You can use this application to apply to the Landlord and Tenant Board (LTB) for an order reducing your rent because the landlord:
reduced or discontinued a service or facility, or
experienced a decrease in municipal taxes and charges.
Note: Current tenants can apply for both of the above reasons in this application. Former tenants can only apply for a rent reduction because the landlord reduced or discontinued a service or facility while they were still a tenant.
Instructions and form can be found here: tribunalsontario.ca/documents/ltb/Tenant%20Applications%20&%20Instructions/T3_Instructions.html