LTB: News Release
Statement on Ombudsman’s Office 2020-2021 Annual Report

Sean Weir, Executive Chair of Tribunals Ontario and Karen Restoule, Associate Chair of the Landlord and Tenant Board, issued the following statement in response to the Ombudsman’s Office Annual Report released on June 29, 2021:

“Tribunals Ontario is taking concrete action to ensure Ontarians have access to timely, efficient and accessible services at the Landlord and Tenant Board (LTB). We agree with the Ombudsman’s 2020-2021 Annual Report that it is important Ontarians are provided with services that meet their needs.

Since the Ombudsman’s Office began its investigation into the LTB in January 2020, and throughout the COVID-19 pandemic, the LTB has taken steps to develop and implement new strategies to adapt and innovate while protecting the health and well-being of all parties. Ways in which we have improved our services while providing access to justice and encouraging greater participation include:

• Transitioning to a digital-first but not digital-only approach by conducting hearings by videoconference, telephone or in writing.
• Supporting access to justice for those who do not have a computer and/or internet by providing computer and telephone access terminals onsite at our hearing centres in Toronto, Hamilton, Ottawa and London to support participation in proceedings.
• Launching an online payment portal to allow applications to be filed by email.
• Introducing an enhanced scheduling plan that prioritizes mediation services, reduces delays and enhances the quality of dispute resolution services.
• Recruiting and building up our adjudicator complement so that we have the highest number of LTB adjudicators ever to support timely dispute resolution.
• Implementing an Advance Resolution Request form to allow applicants to quickly resolve matters that are not complex and may not require a hearing.
• Launching Navigate Tribunals Ontario, an online tool that will empower users with tailored information about their rights and responsibilities and the rules and processes at the LTB.
• Working on a plan to improve reporting of decisions on CanLII.

While the LTB has made significant progress and we are seeing the results of our hard work, we know there is still more work that needs to be done.

We recognize that delays have a serious impact on individuals and businesses and we remain steadfast in our commitment to improving our operations and services for the people of Ontario.

We continue to participate with the Ombudsman’s Office to complete a full and thorough investigation. We look forward to their recommendations.”