Tenant Handbook

/ CANADIAN MENTAL HEALTH ASSOCIATION
Peterborough Branch

Index

Welcome ……………………………………………………………………... / 3
What is “Supportive Housing”? ...... / 4
Who Does What? …………………………………………………………. / 5
Office Hours ….…………………………………………………………..... / 6
Information about Crime Free Housing, Confidentiality, and Your
Tenancy Agreement………………………………………………….....
Your New Home ……………………………………………………...... / 6
7
Pets …………………………………………………………………………. / 9
Fire Safety..………………………………………………………………... / 10
Repairs ……………………………………………...... / 11
Notice of Entry……………………………………………………………… / 11
Security …………………………………………………………………….. / 12
You and Your Rent ……………………………………………………….. / 12
Energy Saving Tips ……………………………………………………….. / 13
Non-Profit Housing and the Residential Tenancy Act………………… / 13
Landlord and Tenant Board……………………………………………...... / 14
CMHA Supportive Housing Policies & Procedures ……………………… / 15
Housekeeping ……………………………………………………..………. / 17
When You Decide to Move Out ………………………………………..... / 18
Important Telephone Numbers ………………………………………...... / 20

1

Welcome to Canadian Mental Health Association Housing. We hope your life here will be a happy one. This booklet will give you lots of information on what to expect living here, what your rights are and what we expect from you. More detailed information is written in your Occupancy Agreement. The Occupancy Agreement is a legal document. You should make sure you are familiar with what it says.

Canadian Mental Health Association (CMHA) has a comprehensive set of policies which govern how we run our buildings. If you would like to have information on a particular policy which you do not find in this handbook, please call our Program Manager of Supportive Housing.

Who is the Canadian Mental Health Association?

Canadian Mental Health Association – Peterborough Branch was incorporated in 1998. Our mission is to provide clean, safe, affordable and supportive housing to families and singles, who have experienced serious and ongoing mental health issues and/or a developmental disability. We own eleven residential properties with a total of thirty-four units, and have additional rent supplement units through private landlords. We have two sources of income to pay for our operational expenses; your rent and a subsidy provided by the provincial government. We have a legal agreement with the government, which sets out rules and regulations as to how we operate.

Canadian Mental Health Association runs its operations on a non-profit basis. This means that we do not charge more in rent along with the government subsidy than would cover the cost of our normal operating costs, such as maintenance, administration, insurance, utilities and mortgage (we also set aside a reserve each year to cover the costs of future major replacements, such as roof, windows, and appliances). Since the amount of annual subsidy that we get from the government is a fixed amount, if we have high expenses for things like maintenance, we must cover the cost by reducing our spending in other areas. That is why it is important for everyone to do their best to look after CMHA buildings.

Mission Statement

To provide flexible strengths-based and barrier-free supportive housing for persons with a serious mental illness or dual diagnosis that is based on respect, dignity, hope and collaboration.


What is “Supportive Housing”?

The Mission Statement of Supportive Housing is: to provide flexible strengths-based and barrier free supportive housing for persons with a serious mental illness or dual diagnosis that is based on respect, dignity, hope and collaboration. The goals of supportive housing are as follows:

Support people to live as independently as possible

Support people to participate in the community, accessing community resources and assistance

Provide supports to minimize stress, provide illness management and prevent crisis and hospitalization

Provide education and support to people to enable them to develop and maintain skills and relationships

Supports are flexible and based on client need and stability. They may include: Case Management, Housing Supports, Housing Retention visits, as well as partnerships with Community Partners (e.g. the ACT team) who provide the functions of a primary support person in the unit.

Support services may include:

  • Household maintenance (cooking, cleaning)
  • Money management (banking, budgeting)
  • Health related support (appointments, medication, crisis related support)
  • Rehabilitative goals (education, vocational)
  • Personal skills (hygiene, personal needs)
  • Social (including recreational)
  • Linking with community support services
  • Other involvements that enhance a resident’s satisfaction and success

Who Does What?

Director of Housing

  • Oversees the day-to-day management of our building(s) and reports to CMHA’s Executive Director and Board of Directors

Administrative Assistant

  • Handles correspondence, calculates rent-geared-to-income (RGI), and prepares lease and/or occupancy agreements

Program Manager

  • Oversees the overall day-to-day coordination, supervision, administration, and delivery process in order to assist tenants to maintain independent lifestyles within a supportive, secure, and healthy environment

Property Maintenance Worker

  • Does building maintenance for all CMHA owned properties

Housing Support Worker

  • The Housing Support Worker is responsible for the on-going, flexible support of individuals living with mental illness within their residential setting. This position will provide community based, client centered service that supports independent living and enhances the quality of life for those receiving service

Intake Worker

  • Accepts and processes housing applications, presents applications to the Tenant Selection Committee, and maintains waiting list

Tenant Selection Committee

  • The Tenant Selection Committee reviews recommended housing applications brought forward by the Intake Worker. The committee is made up of a CMHA Board Member, one tenant representative, one community representative, a representative from Peterborough/ Lakefield Police, and two community Housing Partners. Non-voting members include the Housing Administrative Assistant, theProgram Manager of Supportive Housing and two Intake Workers.

Office Hours

The CMHA office is open from 8:30am to 4:30pm Monday to Friday.

Information about Crime Free Housing, Confidentiality and Your Tenancy Agreement

The CMHA Supportive Housing Department works hard to continue to attract and maintain desirable landlords and apartments for its tenants. Therefore we do not tolerate illegal activity in our Supportive Housing units. By signing your Occupancy Agreement, you agree that neither you as a tenant nor any member of your household, any guest or occupant of the rental unit, nor any persons invited onto the residential complex by you or any member of your household, shall engage in any criminal activity. This includes but is not limited to offences under the Criminal Code of Canada, the Controlled Drugs or Substances Act, or any other law or statute or regulation which could affect the character of the residential complex.

CMHA acknowledges and agrees that promoting a crime-free housing program does not imply that there is no crime in a residential complex, only that you as a tenant agree to support crime free housing.

As a tenant, you should know that in the event of problems with your tenancy, information regarding your occupancy may be shared with appropriate authorities and/or agencies such as the Landlord and Tenant Board or legal council.

Please note that the information that is shared does not include your confidential medical information. It will only include relevant facts that apply only to your

Tenancy.

You should also be aware that because CMHA is your landlord, if there are complaints from neighbours about your tenancy, your neighbours may be directed to contact the CMHA Supportive Housing department. Your neighbours will not be given any confidential medical information, but their complaints will be heard.

Your New Home

Moving in:

Will I need to sign a lease?

Yes. Before you move in you will be asked to sign a lease or an Occupancy Agreement. Our Administrative Assistant will review the terms of the agreement with you and answer any of your questions. Your primary Support Worker may be present to assist you as well.

Will there be a pre-move in inspection?

Yes, prior to you picking up your keys, our Housing Department will have completed an inspection of your new home by taking pictures of the apartment showing the state of the apartment prior to you moving in. Any problems with the unit will be documented on the inspection report and you may receive a copy of the report for your own records. There will be yearly inspections performed by two representatives from CHMA while you are a tenant, and pictures may also be taken at this time if there have been any damages that need to be fixed or if there are repair needs that need to be addressed. This way we are able to keep track of the condition of the unit and assist you to address any issues promptly.

What about keys for my apartment?

CMHA will provide you with a key to your apartment, the front door of the building (and your mailbox if applicable). An extra key can be provided for you to give to someone you trust, in the event of a lock out. You will need to provide the name, address, and telephone number of the secondary key holder.

What if I lock myself out?

If you lock yourself out, you will need to contact your secondary key holder, case manager or landlord (CMHA) during business hours at 748-6711. You can also call the property manager/superintendant after hours, depending which unit you reside in. You will be provided with those numbers upon move in. You may also stay at a friend’s home if it is a weekend or after hours. If you lock yourself out after hours or on weekends, you will have to call a locksmith at your own expense. Extra copies of keys are $10.00 each.

What day is garbage pick-up?

Garbage collection is once a week and in some locations it may be twice a week. To find out when garage day is in your area please contact Public Works at 745-1386 and write it on the line provided ______. You will be responsible for making sure that your garbage is taken to the curbside in an appropriate container.

What day is my recycling to be picked up?

Recycling is picked up once a week. To find out when Recycling/blue box day is in your area please contact Public Works at 745-1386 and write it on the line provided______. Boxes need to be broken down and tied in bundles before being placed at the curb. You will be provided with one blue box at move-in. Should you need to replace your blue box they can be obtained at City Hall., along with instructions on how to recycle.

Is there a place to park a vehicle at my apartment?

Some CMHA and other apartments do have parking, some don’t. You must make arrangements for parking with the Housing Department. You will be asked to provide information about your vehicle including license plate number. Any unauthorized vehicles will be tagged and towed. If someone else parks in your spot, contact the property manager or housing department.

Will my apartment have cable for my television?

Please refer to your Occupancy Agreement to see if the rent you pay for your apartment includes cable services. If it is not included and you want cable you will need to make your own arrangements. If you are interested in having satellite TV your must have a letter of permission from the Housing Department and you will be asked to provide this to the installer. Your letter will indicate that no holes or structural change to the building is allowed.

Please note: If a satellite is attached to the building/roof etc. and your Landlord did not grant you permission the satellite may be taken down, and damages repaired at your expense.

What about telephone service and/or internet service?

Each unit has at least one telephone jack. Unless otherwise stated in your lease, if you want telephone service, you will need to make your own arrangements with Bell Canada/Cogeco etc. to hook up service. There is a fee that will be charged to you from the service provider. In most cases, Internet is not included and also needs to be arranged and paid for by the tenant if it is not included in your lease.

What if I want to redecorate my apartment?

You must receive written permission from the Housing Department at CMHA as well as providing colour samplesbefore you start any decorating, such as painting or wallpapering. Doing so without permission can be an expensive mistake and you may be askedto repaint to a lighter colour when you move out.

What if I want to install a ceiling fan or an air conditioner?

You must receive written permission from the Program Manager of Supportive Housing prior to any installation of ceiling fans, air conditioners, or other electrical fixtures or wired-in appliances. Installation will be done by a Property Maintenance Worker or electrician for a charge. Please note that if an air conditioner is installed in your apartment your Landlord may request you pay additional money each month for the extra utility cost.

Will my apartment and my belongings be insured?

CMHA is not responsible for your personal belongings. Our insurance covers our property only. CMHA is only responsible for damage to the buildings that we own. CMHA strongly recommends that you get renters insurance to protect your belongings against theft, fire, or other damage. This renters insurance can cost as little as $9.00 per month. Please see your Support Worker if you would like assistance with this.

Will I be able to use the basement?

You do not have access to any basement unless specified in your occupancy agreement or lease.

Pets

Am I allowed to have a pet?

You may be allowed to keep a pet in your apartment. You must first provide us with a written Pet Care Plandrafted by you and your Case Manager and then written permission from the landlord may be granted. Your pet must not disturb other tenants. If you have a dog, please leash it when you take it out of your unit. Do not allow your dog to run free outside, and remember to “stoop and scoop” after your pet. We also recommend you have your pet spayed or neutered. Please discuss this with your primary Support Worker. Pets can cause damages that can be very expensive such as spraying, scratching and otherwise destroying carpets and other flooring. They can disturb the peaceful enjoyment of the premises by other tenants by causing noise and odours that can lead to your eviction.

Fire Safety

Avoid storing flammable materials or liquids such as gasoline, paint thinner or solvents in your apartment. Recycle your old newspapers; they can become a fire hazard if you let them accumulate.

The most common causes of fire are:

  1. Smoking in bed
  2. Grease fires on a stove
  3. Disposal of lighted cigarette ashes in the garbage

Smoke and carbon monoxide detectors:

Your unit has a smoke detector and it may also have a carbon monoxide detector. Please do not disconnect them. Check every week to see that the batteries are working (if they use them) by pressing the red button. Replace batteries every six (6) months, on Daylight Savings Time. If you have problems with your smoke detector, tell the Landlord or your primary Support Worker immediately.

Smoke detector testing:

Testing of the smoke detector will happen once a month, by the maintenance worker, if you reside in CMHA owned properties. Reviewing your fire safety plan is also important to do on a monthly basis. Your primary Support Worker can assist you with this.

Space heaters:

If you use a space heater, it must have an emergency shut-off.

IN CASE OF FIRE, CALL 911 IMMEDIATELY

Hallways and Fire Escapes:

Fire escapes and hallways must be free of belongings (example: blue boxes, bicycles, wheelchairs, scooters, etc.). In an event of a fire in the building these items could result in another tenant or yourself falling over the items and injuring themselves/yourself and therefore resulting in death if the person injured could not escape in time.

Repairs

What if my apartment needs repairs? Who do I call? Will I have to pay for the repairs?

For all maintenance requests, other than emergencies, please notify your Support Worker or provide the information to the CMHA Receptionist. We take our responsibility for doing repairs and maintenance very seriously.

If you are living in one of our head leased units with a private landlord, and you are comfortable calling them directly, you are welcome to do so. If you have problems with getting the repair done, or you are not comfortable calling the superintendent, you may call our Housing Administrative Assistant to help.

Please report water stains that appear on the walls and ceiling.

There is no charge for repairs due to normal wear and tear. However, any damage you, your visitors, your pets, or your children cause will be charged to you.

The Program Manager and/or Director of Housing is responsible for preparing and authorizing the charge for any repair of damage. If you have any questions about a charged repair, you should discuss them with the Housing Department.

What if I have an emergency repair?

After working hours and on weekends, there is an emergency maintenance number you can call that is located on the fridge magnet provided to you at move in.