Complaint Reporting Protocol

Below is the suggested protocol to deal with concerns and complaints with your landlord.

Always first report your maintenance request/issue to the landlord so there is a record. If you receive no response from our local management, report it to higher up personell at GWL and Vertica, or Minto, we can provide contact info.

Vertica – Step 1

First attempt contact for Vertica: Dominic at dominic.mosca@vertica.ca.  Copy it to Customer Experience Manager at feedback@vertica.ca, and to hello@hpta.ca. Include as many details as possible (what?, where? when? who? why?) and also photographs, if possible.  Indicate if a Vertica contractor or rep. was involved.

Minto – Step 1

First attempt contact for Minto: 1. Please send an email to hpvcustomerexperience@minto.com, and cc the email to 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

(This is step 1 for tenants of 299 Glenlake).

If your request is not dealt within a reasonable amount of time (2 weeks if non-health afflicting), please send a follow-up email to hello@hpta.ca. We will bring this to building management directly and attempt to find a resolution.

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), or if the HPTA is unable to help in the  matter:

  • Report to 311
    • If it is an issue common to all tenants, i.e. pests in the building, broken elevators, other issues with common areas, talk to your neighbours and encourage others to also report to 311. Once the city receives a certain number of complaints about a building, they will send an inspector who can order them to fix the issue or else face fines
  • If you think they may have violated Toronto’s bylaws, also contact RentSafeTO at Telephone: 416-396-7228 RentSafeTO@toronto.ca

If the landlord has reduced or stopped services that used to be included in your rent, you can apply to the landlord and tenant board for them to order a reduction in your rent.

http://www.sjto.gov.on.ca/documents/ltb/Tenant%20Applications%20&%20Instructions/T3.pdf