IHM News - Spring 2023

President’s Message

Hello IHM Members

Well, excitement is in the air!! Our IHM Annual Educational Conference and AGM are right around the corner – May 11 -12 at the Casablanca Hotel, Grimsby, ON. We have an incredible program lined up this year. You won’t want to miss this opportunity to participate and take advantage of the learning experience, visit all our great suppliers of goods and services at the tradeshow, network with others in the industry, and have fun.

What do we have planned this year for you?

Wednesday, May 10

 Our Annual Golf Tourney at Chippawa Creek Golf Club, Mount Hope – don’t wait until the last minute to register – numbers are limited.

 After golf and for those arriving for the conference, join us for a Welcome Reception at the Casablanco Hotel starting at 7:00 pm. A great chance to reunite with old friends and make new friendships.

Thursday, May 11

 Our keynote speaker this year is Rosita Hall – if you have never had the opportunity to hear Rosita, you must attend and be part of the experience.

 The tradeshow runs from 9:30 am to 6:30 pm, followed by a reception on the tradeshow floor. A great opportunity to see the latest and greatest products and services available from industry suppliers.

 Our first session is entitled “ Frustration Overload” with a panel of experts to discuss challenges with the LTB, difficult tenants, staffing/succession issues.

 That is followed with a session entitled “Who’s Looking at Me” where another panel discusses industry burnout – how do we prevent it?

 Thursday wraps up with session “Here’s Looking At You”, concentrating on Effective Communication and Relationship Management.

Friday, May 12

 The day starts with “Here’s Looking at Our Partners” – a round table interactive discussion with supplier representatives on trending topics.

 This is followed by an excellent session on “Dispute Resolution – Win/Win Outcomes” that provides the tools needed to deal with disputes in both our professional and personal lives

 The program wraps up with our Closing Luncheon, Awards Presentation and a very special presentation.

So is everyone excited to attend? Go on the IHM Website (ihmcanada.net), look into the program and all the topics, and register for the Conference. Join us for the Golf Tourney and arrive in time for the Wednesday night reception.

We have a great lineup of speakers, and as always, there will be surprises, some fun, and the opportunity to network with so many fantastic people in the housing profession.

Join us at the Casablanca Hotel and “Here’s looking at You”.

Jimmy Mellor, FIHM

IHM President

How to Keep Your Properties Pest-Free? Start by Educating Residents

By Simon Leith Homepro

Pest

Control

Residents play a crucial role in your pest control strategy. In large apartment buildings, the sheer number of units, resident turnover, multiple common areas and garbage rooms can make regular pest infestations feel almost inevitable. But it doesn’t have to be.

In order to keep pests out of your properties, you need to ensure that your residents become your allies in achieving and maintaining a pest-free environment. The good news is that just about every resident will tell you that they want to live in a pest-free home.

So what can you do to get your residents on board?

1. Make sure they know that building management is committed to a pest-free environment.

This seems straightforward, but in fact many residents assume that ‘management’ doesn’t care about the living conditions of the property. Make a positive pest-free message part of your lease agreements or welcome packages, encourage your building managers to communicate the message that management does care and that they are investing in pest control measures, and consider including pest-control signage in your common areas. You might be surprised at how much your residents will appreciate your efforts.

2. Encourage your building managers to speak openly and positively about your pest prevention efforts. Some property managers avoid talking about pest control because they think it’s embarrassing – but a ‘secret’ approach either makes residents think you’re not doing anything, or that it’s such a big problem that you’ve had to call in a top-secret special operations team to fix it. Being transparent about your efforts gives everyone more confidence.

3. Provide your residents with information about common pests.

Many people don’t know what a German cockroach looks like, so if they see one in their kitchen they might just assume it’s a random bug that flew in and not say anything to their building manager – until that one cockroach has turned into a huge infestation. Putting posters in common areas or handing out educational materials to residents will give them the knowledge they need to report pest issues.

4. Don’t shame tenants who report signs of pests.

Pests can invade even the cleanest, tidiest, most well-maintained homes. A person who reports signs of bed bugs shouldn’t be made to feel bad – maybe those bed bugs hitched a ride from the 5-star hotel the resident stayed in

a couple of weeks ago or from the local movie theatre. More importantly, if residents know that they’re going to be shamed or scolded for reporting a pest issue, they’ll stop reporting pest problems. This means they won’t get identified until the pests have spread, at which point they are much more difficult and expensive to control.

5. Encourage residents to cooperate with pest management professionals. It is not possible to control pests without resident cooperation and proper preparation for treatments. Often times, residents will refuse the pest management professionals entry into their homes. It’s also necessary to educate residents on not self-treating with domestic products as these will counteract the products used by the pest management professionals, spread issues to surrounding units and lead to pest resistance.

Even the largest multi-unit residential buildings can get to a pest-free status – as long as everyone involved has the information and knowledge they need.

Simon Leith is the President of Homepro Pest Control, which specializes in servicing multi-unit residential buildings across Ontario.

simon.leith@homepropestcontrol.ca

Elevator Maintenance Contracts

By Michael Morgenstern President/Owner National Elevator Consulting

There is a growing interest among building owners and operators for pooled, tailored, long-term maintenance/service contracts. The primary benefits include customization to suit specific requirements, more influence to ensure better service, and lower pricing. An agreement that is written exclusively for the building owners/operators ensures that specific requirements are addressed for specific types of buildings included under the contract. When negotiating elevator contracts the expertise, knowledge, and influence of using experts is essential.

It is important to point out that standard contracts proposed by elevator contractors are not written in the best interests of the building owner/opera-

tor, but that of the elevator contractor. An experienced elevator consultant will draft a customized tender specification, deliver a comprehensive, cost-effective package, and circumvent unreasonable clauses often included in standard contracts provided directly by elevator companies.

Longer-term comprehensive maintenance service contracts assure quality service at a lower overall cost.

Pricing is largely linked to labour rate changes and the cost of materials. Although a fixed-price contract is preferred by most building owners and operators, it is not the most cost-effective approach in the long term. The

consultant’s role is vital in drafting a tailored comprehensive specification at a reasonable cost. Often consultants can negotiate volume pricing by including additional buildings within a tender package, and savings are realized for all building owners.

Performing preventative maintenance to maximize the life of the elevator is in the best interests of both the elevator contractor and the customer.

Building owners typically long-term capital upgrade budgets and replacing elevators prematurely due to inadequate servicing disrupts financial forecasts. Additionally, breakdowns caused by inadequate maintenance service

It is important to point out that standard contracts proposed by elevator contractors are not written in the best interests of the building owner/operator, but that of the elevator contractor.

often result in service disruptions to building residents and staff, inconvenience to all elevator users, and lower customer satisfaction.

Planned maintenance service has many benefits, including the reduction of repair costs, extended life of equipment, lower risk of breakdowns, and increased efficiency with less unplanned downtime.

In Ontario, it is the owner’s responsibility to ensure the mandated level of maintenance service is provided in compliance with the ASME A17.12019/CSA B44-19 Safety Code for Elevators and Escalators. However, this is only a minimum requirement.

The consultant will address in a maintenance service tender specification many other requirements and special conditions, including the service level and frequency required, as the number of preventative maintenance visits per

year is not specified in many standard contracts.

When negotiating contracts, there are many key elements owners should be looking for with the help of a consultant.

The auto-renewal clause in many service contracts is only advantageous for the elevator company to secure an additional contract term, without the owner having the option to obtain competitive pricing. To ensure that the preventive maintenance coverage continues when both parties do not realize the term has expired, the contract should be written to go on for shorter terms (month-tomonth) which allows for the building owner’s options to remain open.

What services are included and at what cost? What is covered? Excluded? The range of services and coverage is vast, and the fine print is important. What are the terms of the agreement? Con-

tractors vary in expertise and efficiency. Working with a consultant to award a contract is in the best interest of the building owner and operator. Consultants can bridge the needs of the customer with the credentials of the contractor, to find a well-balanced match.

Cost, ability to deliver, and timeline are not the only considerations. A company’s strength, size, location, skill level, performance, customer service, and experience, are also considered by consultants to create a customized relationship and contract. A comprehensive and tailored contract will set both the customer and the contractor up for a successful long-term relationship. u

The range of services and coverage is vast, and the fine print is important.

Human Relations for Property Managers

3-Day Online Course • May 8 - 10, 2023 Plus Complimentary Conference Registration

THIS COURSE INCLUDES A COMPLIMENTARY REGISTRATION FOR THE 2023 ANNUAL EDUCATION CONFERENCE - MAY 11-12, 2023.

May 8 - May 10, 2023

Monday - Wednesday: 9:00 a.m. to 12:30 p.m. - Zoom Session

Monday - Wednesday: 1:00 p.m. to 4:00 p.m. - Asynchronous Learning

Student will be required to self-study from 1:00 - 4:00 pm each day and prepare for the following day of Review.

The final online exam must be scheduled and completed by May 23, 2023.

IHM is pleased to announce that the Human Relations for Property Managers Course (one of the five core courses within the Institute’s Certificate In Property Management program) will be offered in a 3-day online format followed by conference attendance at the Casablanca Hotel in Grimsby, Ontario, May 11-12, 2023. The 2023 conference focuses on professional development - the expert speakers will expand on the knowledge you have gained through the Human Relations Course.

It’s the perfect combination!

Complete an IHM mandatory course and then enhance your learning and professional development by attending the complimentary conference – Here’s looking at you!

Students will be notified of their final mark within two weeks of completing the exam. Hotel accommodations are available at the IHM discounted rate.

Program Outline

Cost: $750.00 (plus HST)

Fees Include: Complimentary registration to the 2023 Conference in Grimsby ON, electronic manual, handouts, and a complimentary 2023 membership.

Note: You will be granted access to the online manual upon registration. Students will be required to read and complete certain chapters from the manual prior to the course, so strict adherence to published registration deadlines will be observed.

Hotel Accommodations:

The Casablanca Hotel

4 Windward Dr., Grimsby Ontario Canada L3M 4E8 https://www.casablancahotel.ca

Special Rate - Single/Double: $119.00 + HST

*Availability subject to change at any time. You can also book your reservation online HERE

Property Managers must develop the analytical and behavioural skills related to supervision of employees. In addition, they much also interact with tenants, owners, sub-contractors and the general public.

Topics Include: Decision making; Leadership; Delegation; Team Building; Motivation; Counselling and Coaching; Evaluation; Discipline; Personnel Procedures; Recruitment; Public Relations; Client/Tenant Services; Owner/Board Liaison; Business Ethics.

REGISTRATION FORM FOR CHEQUE PAYMENT ONLY.

SPACE IS LIMITED - Last Day to Register is Monday, May 1, 2023

No refunds will be provided after Monday, May 1, 2023. Substitutions available at any time.

Name Organization:

SUBTOTAL + 13% HST TOTAL

Address: City: Prov: Postal Code:

Phone: Email:

Allergies/Dietary Restrictions:

Cheques payable to: Institute of Housing Management, 2800 14th Avenue, Suite 210, Markham, Ontario L3R 0E4 Tel: (416) 493-7382 | Toll Free: (866) 212-4377 | Fax: (416) 491-1670 | email: info@ihmcanada.net

For quick and easy response and to guarantee your place in the conference, registration should be made online using a credit card: https://ihmcanada.net/events/2023/05/08/human-relations-for-property-managers

All core courses are also available through distance learning. Visit ihmcanada.net for further details.

Join Us for the 2023 IHM Conference

May 11- 12, 2023

Casablanca Hotel, Grimsby, Ontario

Over 1.5 days, IHM provides an intimate setting of approximately 100 attendees from across Canada to learn of new strategies to help make their jobs easier in property management.

Make new connections and learn from not only the presenters, but the attendees themselves as they are encouraged to share stories and help each other with solutions. The 2023 conference will focus on relationship management with all parties involved in property management. Sessions will cover dispute resolution, handling mental health matters with tenants, internal work relationships within a staff shortage, and relationships with suppliers and support systems that can make the job a little easier.

We hope you can join us!

Details and to Register

Thank you to

Platinum Sponsors

Sponsors

Gold Sponsors

Silver Sponsor

Bronze Sponsors

Annual General Meeting

In conjunction with the 2023 IHM Conference

May 11, 2023 | 1:15 pm

Casablanca Hotel, Grimsby, Ontario

We are pleased to advise that the Annual General Meeting (AGM) of the Institute of Housing Management will be held on Thursday, May 11, 2023 at 1:15 pm at the Casablanca Hotel, Grimsby, ON.

The AGM will take place in conjunction with the 2023 Annual Educational Conference “Professional Development - Here’s Looking At You”, which is scheduled for May 11-12, 2023.

We hope you will be able to attend the AGM. If you cannot attend, we hope that you will put forward your proxy and comments directly to the IHM Office so they can be included in the decision making process.

Available Documentation:

Notice of Meeting

Call for Nominations

Proxy

Welcome to IHM’s Newest Accredited Members

Fabio Alviani, AIHM

Anna Orlov, AIHM

Melanie Warrington, AIHM

Course Completions in Property Management

Administration

Sonia Boiago

Danielle Love

Melissa Mercer

Joan Wilson u u u

Maintenance

Jennifer Leblanc u u u

Finance

Carmen Ng

Anna Orlov u u u

Human Relations

Kimberley Bourne

Dina Del Grande

Spyros Karelis

Theodoris Lanis

Jonathan Schwartzt u u u

Tenancy Law

Sarah Burnett Murray

Jennifer Leblanc

Tania Ormshaw

Matthew Solomon

Darren Talbot u u u

416-493-7382 / 1-866-212-4377 • www.ihmcanada.net

College Program

*News Release - Published July 20, 2022

IHM Property Management Program Approved for OSAP Eligibility

Change in OSAP eligibility allows more learners to access IHM and Humber College’s Property Management program.

Conestoga College, George Brown College and Humber Institute of Technology & Advanced Learning in partnership with The Institute of Housing Management present this Certificate program for those seeking a career or who are already engaged in the management of and operations of social, public and privately owned residential and institutional buildings. The Property Management Program is geared to those involved in administration, managing operations, developing and designing buildings, or to those providing equipment, products or services to the housing industry.

Gain accreditation status with IHM through your educational certification and years of practical experience in in the property management industry. You will earn Accredited Member (AIHM) designation upon receiving your accreditation.

This program will provide an overview of the operation of publicly and privately owned residential portfolios and provide learning in all aspects of property management.

Compulsory Courses

Property and Building Administration

Building Maintenance for Property Managers

Strategic and Financial Planning for Property Managers

Human Relations for Property Managers

Tenancy Law in Ontario

Electives

Courses to be considered must be a minimum of 30 hours in duration. Two or more courses may be combined to count as one elective. To request consideration or an exemption for an elective, please provide details with your request. Items required: a course outline, proof of completion, proof of mark or transcript (if applicable) and information as to the length of time that the course runs.

Visit

Calling All Property Managers…

We know that a Property Manager’s job can be both challenging and interesting. How often have you come to work with your day all planned in your head only to have something unexpected come along? We are looking for some stories to share with your colleagues in the Property Management field.

If you have an interesting story that you would be will to author, please contact the Newsletter Committee at info@ihmcanada.net

Spring Cleaning Tips for Tenants

By Brentnie Daggett

Spring has arrived, and that means it’s finally time to open our windows to clear the dust caused by a harsh winter. While landlords may be knocking on your door to assist with important spring maintenance, tenants should begin preparing their homes for spring cleaning. Now is the perfect time for renters to tackle any deep cleaning tasks and any seasonal tenant maintenance.

1. Daily Tasks: Before the true deep cleaning can begin, ensure you’ve completed all the typical daily tasks. Tidy any personal items in your space, vacuum carpets and area rugs, and sweep and mop any flooring that requires it.

2. Dust: Take a trick of the trade from the pros and start at the top, working your way to the bottom while dusting. This guarantees you’re not brushing dust onto a lower spot you just cleaned. Take pains to address any hard-to-reach spots you may miss in the day-to-day cleaning; use an extendable duster to dispel any cobwebs or dust on ceiling fan blades and crown molding.

3. Clean Walls: Everyday use–particularly in spaces where children reside–can cause scuff marks to accumulate on walls. Moreover, dust and grease can start to gath-

er over time. Use a natural sponge and clear soap or vinegar with water to remove the buildup. Be sure to avoid dyed soaps and sponges that can cause discoloration on light-colored walls.

4. Wash Window Screens & Sills: Hopefully, you have remained ontask when it comes to washing your windows, but many renters forget to maintain the cleanliness of window screens and sills. Dust, dirt, cobwebs, and insects can begin to accumulate without notice. Make sure your window sill sparkles just as much as your windows.

5. Vacuum Low-Traffic Areas: Carpeting under large furniture and inside of closets often gets missed. Spring cleaning is the perfect time to address those areas that may have been neglected in your regular vacuuming sessions.

6. Clean Carpets: Guarantee you will get your deposit back by giving the carpeting a lift from a carpet cleaner. A regular run-over from a professional or consumer-brand carpet cleaner can ensure your carpet looks as good as the day you moved in. Hire a local cleaning company, or purchase your own for nearly the same price as a standard vacuum cleaner. If you want to save money but still get that deep clean, borrow a consumer carpet cleaner from a friend or confer with your landlord and see if you can split the costs of hiring a professional service. Either way, a freshly cleaned carpet will eliminate allergens and dinginess that may have accumulated throughout the year.

A regular deep clean can keep your living space fresh, free from allergy-causing organisms, and keep you on your landlord’s good side by showing that you properly care for the property.

Download our “Spring Cleaning for Tenants” Infograffic. This infographic will cover all that you need to add to your spring cleaning checklist.

Brentnie Daggett is a contributor for Rentec Direct. She occasionally stops by to deliver practical industry tips, providing guidance for tenants and landlords alike.

This article was originally written by Brentnie Daggett and published by Rentec Direct in April 2017. It has since been updated. u

RESIDENT ENGAGEMENT DRIVES DOWN COSTS STRENGTHENS COMMUNITY RELATIONS

THE OPPORTUNITY

HSC’s Community Champion Program offers a unique opportunity to engage residents in improving their communities and reducing utility costs. By working hand-in-hand with providers and residents on implementing a conservation action plan, the program typically achieves utility savings in the range of 5 to 10%

LAYING THE GROUNDWORK FOR SUCCESS: SYSTEMATIC PLANNING, CLEAR GOALS

Housing York engaged HSC to pilot the program. With a portfolio of 36 properties comprising over 2,400 units, identifying the right multiresidential community was the first step in the process.

HSC’s Community Programs Manager, Jen McMahon, worked closely with the provider’s Asset Management staff to identify a suitable candidate and clearly understand their goals and priorities for the program. “Housing York was already measuring gas, electricity and water usage in a number of its buildings through HSC’s Utility Management Program,” Jen explains, “so they were interested in introducing Community Champions in a building where we could measure and track the results of the pilot.”

In addition, due to its rising costs, Housing York sought a site where the primary heating type was electricity. Given the program’s success in engaging elderly residents, York chose Pineview Terrace as its pilot site, a senior’s community near the shores of Lake Simcoe.

With a pilot site selected, HSC tailored the learning content and activities for its workshops to meet provider goals and resident needs.

PINEVIEW TERRACE AT A GLANCE:

Address 190 Church Street, Keswick

Year Built 1991

Size 37,997 ft2 (49 one-bedroom units)

Building Type Low-rise seniors apartments

Heating Type Electrically Heated

THE COMMUNITY CHAMPION PROGRAM

The HSC Community Champion Program comprises of four workshops spread over a one to two years and establishes internal community capacity to sustain conservation practices. Workshops are customized based on provider goals but include utility consumption habits; concepts such as sustainability and phantom load; and conservation tips and tools, like using LED bulbs or laundering clothes with cold water.

PINEVIEW TERRACE KESWICK, ON

RESULTS TO DATE

The pilot launched in November 2015 with the first resident workshop, followed by the second workshop in March 2016. Workshops were facilitated by HSC with 22 resident participants (approximately 50% of the residents) and three Housing York staff in attendance at both.

The first session resulted in a number of low-cost/no-cost measures being identified by residents. These suggestions were able to be implemented immediately by Housing York staff and included the installation of occupancy sensors and LED lights in the lounge and laundry room; turning down the heat on the electrical baseboards in the storage area; and putting a temperature-controlled heater in vestibule. Through a variety of activities, including games, group discussions and contests, residents also learned about everyday ways to conserve utilities – like washing clothes in cold water; using LED bulbs; and how it’s not necessary to pre-heat the oven.

By the second session, the building’s electricity consumption had already dropped by 12%, compared to its baseline, and the low/no-cost projects resulted in an estimated cost savings of $2,500/year. While the savings results were notable for Richard Zhang, a sustainable building engineer at York Region and a member of the project team, what was more gratifying was to see residents happy with their landlord, excited about the results and committed to finding new conservation opportunities – particularly given that residents in the building do not pay for utilities. “It was nice to hear how appreciative residents were about how we handled their suggestions and to see them fully engaged and motivated” Zhang reflected. “I can see how we can build on this to support more effective asset management and healthier and safer communities” he adds.

NEXT STEPS

To help sustain focus and enable residents and staff see the results of their actions, two additional sessions will take place in 2016 and 2017. “We are impressed with the results and have since expanded the program to other buildings,” says Zhang.

START SAVING TODAY

For more information on how HSC can help you reduce your utility costs, visit www.hscorp.ca/energyservices or contact: energyservices@hscorp.ca

What Residents Said:

“It is nice to feel heard”

“The best part of the session was understanding the cost and impact of our consumption, the bar charts for electricity and cost per apartment”

“The best part of the session was discussing energy with everyone”

What the Provider Said:

“I can see how we can build on this to support more effective asset management and healthier and safer communities”

– Richard Zhang, Sustainable Building Engineer, York Region

2022-2023 IHM Board of Directors www.ihmcanada.net

EXECUTIVE

President

Jimmy Mellor, FIHM

Director of Operations, Precision Property Management

22 Goodmark Place, Suite 22, Toronto, ON M9W 6R2

Tel: 416-887-9253 | Fax: 416-675-0170

Email: jimmym@ppmgmt.ca

Vice President

Marketing/Membership Committee

Kevin McCann, FIHM

Email: kevinmccann98@hotmail.com

Secretary-Treasurer

Conference Committee Chair

Lynn Alexander, FIHM

Region of Durham Housing Services

P.O.Box 623, Whitby, ON L1N 6A3

Tel: 905-666-6222 | Fax: 905-666-6225

Email: Lynn.alexander@durham.ca

DIRECTORS

Education Committee Member

Ed Cipriani, FIHM ecpm@skylinc.net

Education Committee Member

Tracey Csordas, AIHM

Email: traceycsordas@yahoo.com

New Opportunities Chair

Phil Eram, B.Sc., FIHM

Precision Property Management Inc.

22 Goodmark Place, Suite 22, Toronto, ON M9W 6R2

Tel: 416-675-2223

Email: pgsd@cogeco.ca

Education Committee Chair, Communications Committee Member, Conference Committee Member

Deborah Filice, MEd, RSSW, FIHM, CIHCM, CMMIII DAF Property Management Services Inc.

Tel: 289-244-8269

Email: dfilice@dafpmservices.com

Communications Committee Chair

Francesca Filice, B.A., AIHM

Property Manager

Victoria Park Community Homes

Tel: 289-244-8059

Email: ffilice@vpch.com

Marketing/Membership Committee Chair

Marissa Zuliani, AIHM

Property Management Solutions Inc.

3542 Walker Road

Windsor, ON N8W 3S4

Tel: 226-961-3323

Email: info@propertymanagementsolutions.ca

CANDIDATE MEMBER

Stacey Sanelli

Precision Property Management Inc.

22 Goodmark Place, Suite 22, Toronto, ON M9W 6R2

Tel: 416-887-1251

Email: staceys@ppmgmt.ca

IHM Office: Carolyne Vigon, Operations Manager Beth McKenzie, Program Manager

IHM Corporate Members

Thank you to Appollo Pest Management, 2023 Event Sponsor and Corporate Member.

Thank you to all IHM Corporate Members.

St. Thomas-Elgin Social Services