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Operational Updates

Last Updated: November 14, 2023

This page provides information on operational changes at the Landlord and Tenant Board (LTB). For more information, visit our Renting in Ontario webpage. The LTB continues to hold hearings for all types of applications and issue order, including orders for evictions. All in-person service counters are closed.

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Launch of LTB Virtual Hearing Video Guides

November 14, 2023

Tribunals Ontario is pleased to announce the launch of two new instructional video guides designed to help parties better understand what to expect when attending an LTB hearing through Zoom.

The video guides are part of the “Your hearing day” series titled:

  • Your Hearing Day: Part 1 – Joining an LTB hearing
  • Your Hearing Day: Part 2 - What to expect at your LTB hearing

These videos are posted on Tribunals Ontario’s Videoconferencing webpage and on YouTube in French and English.

The instructional videos cover the unique structure and process of LTB virtual hearings, where multiple cases are typically scheduled at the same date and time in a ‘hearing block’ format. These videos will complement the existing Zoom instructional videos which educate users on the technical aspects of joining and participating in a Zoom proceeding at Tribunals Ontario. Parties are encouraged to watch the videos in preparation for their LTB proceeding on Zoom.

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October 2023 Update

October 26, 2023

Tribunals Ontario Portal

In February 2023, the Landlord and Tenant Board (LTB) completed implementation of the Tribunals Ontario Portal. Since then, incremental changes have been made to the portal based on user and stakeholder feedback to improve overall functionality, enhance the user experience, and allow for greater efficiency in managing files and responding to inquiries.

Notice of Hearing Updates

All Notices of Hearing generated by the portal have been updated to include information on the LTB’s hearing technical support line, including the email address and phone number parties should use to reach technical support staff. Including this information in the Notice of Hearing ensures that parties have easy access to relevant information they need to join their hearing and troubleshoot should an issue arise.

The LTB is currently working on further updates to the Notice of Hearing template to improve readability and provide links to online Zoom resources.

Personal Identification Number (PIN) letter Updates

The LTB has updated the PIN letter, which is sent to parties once a new application has been filed. The letter provides the responding parties with the PIN number, which allows them to access online services and information for the LTB file they are responding to.

The PIN letter has been re-written in plain language to ensure the information is simple and easy to understand for all users. It also outlines clear and concise information about how the portal can be used during the application process.

Consent to Disclosure Enhancement

Changes have been made to the “Consent to Disclosure through the portal” feature. This is the feature where, upon logging into the portal, parties are asked to confirm if they consent to receiving documents from the LTB through the portal or by email. This feature now provides parties with a greater understanding as to what is being consented to and what to expect if consent is provided. In addition, the portal will clearly display the email address that is on record with the LTB and allows parties to provide an alternate email address for service, if the one on record is not accurate.

New Call Centre Platform

Tribunals Ontario will be introducing a modernized call centre system at its tribunals, with the LTB to begin implementation in the coming weeks.

The improved system includes a call-back option where instead of waiting on hold, a caller can choose to leave their phone number and receive a return call while maintaining their spot in the queue. The Interactive Voice Response System, which allows callers to navigate through pre-recorded information to address their questions, has been updated to provide user-friendly, plain language information that is easier to navigate. The new system also provides callers with an estimated wait time.

The new technology is expected to improve the customer service experience and service delivery at the LTB.

New LTB Video Guides

Tribunals Ontario is creating a series of videos to help parties better understand what to expect when they attend an LTB hearing through Zoom. The videos, which will be posted on the Videoconferencing webpage in November, include information on the LTB hearing sign-in process, the role of Tenant Duty Counsel, mediation, and what to expect in the hearing room.

This summer, a number of LTB stakeholders were engaged to provide feedback on the video scripts. They provided valuable input to ensure the videos meet the needs of the parties that come before the LTB, and their insight is appreciated.

The LTB videos are the latest in a series of video guides created by Tribunals Ontario to help parties better understand what to expect when they attend a proceeding through Zoom. As access to justice remains a key priority at Tribunals Ontario, and supportive resources will continue to be developed for users to improve digital literacy and ensure parties feel comfortable participating in a virtual proceeding.

Expansion of ServiceOntario (Filing in person)

The LTB is working with its partners at ServiceOntario to add additional locations where parties can file an LTB application in-person. While the LTB encourages parties to use the Tribunals Ontario Portal to file their application, this expansion of services will make it easier to file an application and related documents in-person for those who are not able to file online. More information will be provided at a later date.

Adjudicator Recruitment Update

The LTB has been taking concrete steps to increase the number of adjudicators to support backlog reduction. The LTB is pleased to announce that as of October 20, 2023, 16 new full-time member positions have been successfully hired, with 12 of these expected to be fully deployed by the end of October, allowing for increased hearing capacity which will lead to a steady decline in the backlog.

The LTB will continue to move through the recruitment process with more appointees coming in the near future and continue to aim to fill the remaining adjudicative positions as soon as possible.

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Consolidation of Regional Office Email Addresses

July 10, 2023

Effective today, the Landlord and Tenant Board (LTB) regional email office addresses are no longer accepting emails. Parties can use LTB@ontario.ca to contact the LTB for file-specific inquires or requests.

The following email addresses are no longer in service:

  • CE-ltb@ontario.ca
  • EA-ltb@ontario.ca
  • NO-ltb@ontario.ca
  • SO-ltb@ontario.ca
  • SW-ltb@ontario.ca
  • TE-ltb@ontario.ca
  • TN-ltb@ontario.ca
  • TS-ltb@ontario.ca

Anyone emailing any of the above-listed regional email addresses on or after July 10, 2023 will receive a reply advising them that their email has not been received by the LTB and directing them to resend their email to LTB@ontario.ca.

Using a single email address for all file-specific inquiries and requests will enable the LTB to ensure that urgent submissions and file-specific inquiries are properly prioritized and actioned in a more efficient manner. It will also reduce confusion for parties about the appropriate email address to use to contact the LTB.

Parties are encouraged to use the Tribunals Ontario Portal to check file status, upload evidence and submissions for their LTB file or to submit requests. Using the portal to send requests will ensure casefiles are updated in real time and will help the LTB to address requests in a timely manner. All file specific-inquires and requests that cannot be submitted on the portal can be emailed to LTB@ontario.ca.

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Timelines at the LTB

June 15, 2023

The LTB is actively working to improve service standards. This includes hiring more staff and adjudicators, and streamlining processes. We appreciate your patience while these improvements are underway.

  • On average, L1 and L9 applications are being scheduled within five months. A Notice of Hearing will be sent to the parties before the scheduled hearing date. This is an improvement from earlier this year, when the average was 8-10 months to get to a hearing.
  • On average, other new and adjourned matters are currently being scheduled within seven to eight months from when they were received or adjourned.
  • On average, orders are being sent within 60 days or less of a hearing.
  • Use the Tribunals Ontario Portal to check the status of your file, find out the date and details of your next hearing and whether an order has been issued.
  • You may need to wait as long as 37 minutes to speak to a call centre representative. When all lines are busy with other callers, you will get a busy signal.

Please refer to our Renting in Ontario webpage or use Navigate Tribunals Ontario to learn about your rights and responsibilities and the rules and processes at the LTB.

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New LTB Technical Support Line for Zoom Hearings

April 19, 2023

The Landlord and Tenant Board has a new technical support line for troubleshooting technical issues users may face while joining their hearing on Zoom.

Hearing participants who have technical issues on the day of their hearing can email LTBHearingSupport@ontario.ca, or call 416-212-9064 (toll-free 866-769-7865). Staff will provide assistance so they can join their hearing.

The support line will be monitored between 8:30 a.m. and 4:30 p.m., Monday to Thursday, and from 8:30 a.m. to 2 p.m. on Friday.

When a hearing participant calls for support, they will be asked to leave a brief voice message explaining the issue they are experiencing and provide their phone number. Staff will return the call promptly.

Hearing participants should only call this number or send an email to this address only if they have a technical issue joining Zoom on the day of their hearing. For any other issue, please refer to the LTB’s contact page for the appropriate ways to get in touch with us.

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Tribunals Ontario making it easier and more seamless to submit LTB applications

February 10, 2023

Tribunals Ontario is making it easier for Landlord and Tenant Board (LTB) applicants to submit applications and resolve residential tenancy disputes. With the addition of four new LTB applications on the Tribunals Ontario Portal, a total of 12 LTB application forms are now available online.

Effective February 10, 2023, applicants can submit the following additional forms on the Tribunals Ontario Portal:

  • T1: Tenant Application for a Rebate
  • T5: Tenant Application – Landlord Gave a Notice of Termination in Bad Faith
  • L9: Landlord Application to Collect Rent the Tenant Owes
  • C2: Application to End the Occupancy of the Member Unit and Evict the Member

In addition to submitting LTB applications, the portal includes online dispute resolution that allows parties to connect directly to come to a resolution, and a self-scheduling feature that allows eligible applicants to select their preferred hearing date and timeslot available for their application type.

With these new online forms, the implementation of the main features of the Tribunals Ontario Portal at the LTB is now complete. Ongoing updates and enhancements to the portal features, functionality and processes based on feedback received from users and stakeholders will continue to be made.

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Tribunals Ontario Portal Updated with More LTB Forms

December 8, 2022

Tribunals Ontario is adding four more Landlord and Tenant Board (LTB) forms to the Tribunals Ontario Portal and introducing a new self-scheduling feature that will allow applicants to select their preferred hearing date and timeslot available for their application type. Learn more at Tribunals Ontario Portal updated with a new scheduling feature and more forms.

Effective December 8, 2022, applicants can submit the following forms on Tribunals Ontario Portal:

  • L3: Application to End a Tenancy – Tenant Gave Notice or Agreed to Terminate the Tenancy
  • L4: Application to End a Tenancy and Evict a Tenant – Tenant Failed to Meet Conditions of a Settlement or Order
  • L10: Application to Collect Money a Former Tenant Owes
  • C1: Application to End the Occupancy and Evict the Member based on Non-Payment of Regular Monthly Housing Charges and to Collect the Housing Charges that the Co-op Member Owes

The self-scheduling feature will be introduced gradually beginning with L1 and L2 application types. Upon filing their application, parties will be asked to consider online dispute resolution. If they are not able to resolve the matter, the applicants will get a notification from the system providing them with a few date and timeslot options to choose from.

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October 2022 Update

October 21, 2022

Scheduling

Beginning in mid-November and until the end of the year, Landlord and Tenant Board’s (LTB) scheduling plan will focus on previously adjourned matters such as older landlord and tenant applications, and case management hearings for Above Guideline Increase (AGI) applications. Adjourned matters and AGIs make up a large proportion of the LTB’s aging caseload. Focusing on these applications will help ensure that the oldest applications get scheduled and heard as a priority, as LTB continues to find solutions to address service delays.

The LTB will continue to schedule urgent matters on a priority basis. If you believe your matter warrants an earlier hearing date, a Request to Extend/Shorten Time can be filed with the LTB. Motions, reviews, and co-operative housing hearings also continue to be part of the schedule as required, as well as weekly French/bilingual hearings.

No hearings will be scheduled the week of December 26. Hearings will resume on January 4, 2023.

Moving Applications from CMORE to the Tribunals Ontario Portal

Beginning mid-October, the LTB will gradually begin moving applications from its legacy case management system (CMORE) to the Tribunals Ontario Portal. Parties who are impacted by the move will begin receiving letters from the LTB providing details on how to access the application in the portal, including how to create a portal account. No action is required from any party, including the applicant, unless and until they receive the above-noted letter.

Once a file is moved to the portal, parties to the application will be able to view the case file and status online, upload and exchange documents with each other, and receive decisions electronically.

For parties who do not use the portal to access the application, the LTB will continue to correspond with them by mail.

Tribunals Ontario Portal Information Sessions

In September, the LTB held information sessions about the Tribunals Ontario Portal. The sessions were attended by over 300 participants across five sessions. Participants provided good feedback and ideas on how the system can be improved. The LTB has noted all suggestions. The LTB’s current focus is on completing implementation of the portal to provide full functionality to users, including launching the remaining application types and self-scheduling. In the new year, the LTB expects to shift its attention to making system improvements based on user feedback. The LTB will be scheduling a meeting with stakeholders in the next few weeks to provide updates on our progress.

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Free Phone Program

October 21, 2022

The LTB has a free program to help you attend your hearing by telephone.

If you do not have access to a telephone or have a prepaid or pay as you go plan with limited airtime talk minutes, complete and submit an Accommodation Request Form.

If your request is approved, the LTB can loan you a basic cell phone so you can call into your hearing by telephone. If you have a prepaid or pay as you go plan with limited airtime talk minutes, the LTB can provide you with a top-up voucher to give you enough airtime minutes to take part in your hearing by telephone. This program is free and there is no cost to you.

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Tribunals Ontario Portal – New Process for Receiving Documents

July 28, 2022

Over the past two years, the Landlord and Tenant Board (LTB) has made significant progress in modernizing its services at a time when people expect user-friendly and convenient electronic options for interacting with government services.

On July 28, 2022, the LTB added a button to the file summary page on the Tribunals Ontario Portal that allows parties to provide consent to receive documents from the LTB via the portal.

By default once a party logs into the portal the button is checked to indicate their consent. A user can uncheck the box if they want to receive communication from the LTB via regular mail.

A user can also change their mind at any time about how they want to receive documents from the LTB by logging back into the portal and checking/unchecking the consent button.

If a user never logs on to the portal, they will continue to receive all correspondence from the LTB by regular mail.

Sending all correspondence by email and through the portal has benefits for both the LTB and the parties accessing LTB services. Parties will receive documents – such as a Notice of Hearing or order - faster. For LTB this reduces the administrative burden on the staff who track, print and mail out documents. This will allow them to focus on other areas that need attention to improve service delivery.

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Credit Card Payment Form

May 25, 2022

On May 25, 2022, the LTB introduced a new Credit Card Payment Form that must be used by applicants filing applications and requests by mail or courier and paying fees by credit card. Applicants can no longer provide credit card information directly on an application or request and file by mail or courier. In these cases, applicants must complete the Credit Card Payment Form and submit it with their application or request. The Credit Card Payment Form can be found on the Forms page.

This does not apply to applicants filing on the Tribunals Ontario Portal or filing by email and paying online. If you are filing your application using the Tribunals Ontario Portal or by email and paying using the Online Payment Portal, do not include credit card information on the form.

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Rule Changes and New Consent to Disclosure Form

March 8, 2022

Several LTB Rules of Procedure have been amended to support the changes implemented with the Tribunals Ontario Portal. The amended Rules are now posted on our website and include:

  • Rule 2.1: fee waiver requests may be submitted through the portal by Legal Representatives on behalf of their clients
  • Rule 3.1(i) and 3.9: parties may serve each other with documents through the portal with written consent
  • Rule 4.1: parties may submit documents to the LTB through the portal; when documents can be given to the LTB by email or fax
  • Rule 4.2: documents submitted to the LTB through the portal may be electronically signed
  • Rule 13.5: confidentiality of settlement discussions during Online Dispute Resolution.

In accordance with new Rule 3.1(i), we have also developed a new form – Consent to Disclosure through the Tribunals Ontario Portal - for parties to confirm with the LTB that they agree to give each other all file-related documents, evidence and submissions by uploading them directly into the portal. Once completed, parties should upload the form on the portal at the same time they upload their evidence.

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Practice Direction on Representation and Interpretation Guideline 21

March 2, 2022

The Practice Direction on Representation before Social Justice Tribunals Ontario has been revised and is now the Practice Direction on Representation before the Landlord and Tenant Board. Changes include: additional guidance respecting unlicensed representatives in LTB proceedings; clarification of the role of support persons during LTB hearings; and clarification of the responsibilities of licensed representatives.

Interpretation Guideline 21: Landlords, Tenants, Occupants and Residential Tenancies has also been revised. Additional guidance has been provided respecting the definition of “landlord” and the role of property managers.

Given the revisions made to Interpretation Guideline 21 and the Practice Direction on Representation before the Landlord and Tenant Board, Interpretation Guideline 20: Parties, Agents and Representatives is no longer necessary and has been revoked.

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Decommissioning of Fax on December 31, 2021

November 8, 2021

Effective December 31, 2021, the LTB will be decommissioning its fax machines assigned to regional offices. This means that except for a limited number of circumstances the LTB will no longer accept any documents, including applications, by fax.

The LTB recognizes that for some parties who don’t have access to a computer and/or internet or can’t file their application/document at their local ServiceOntario office, fax may be the only method available for urgent applications, such as when a tenant is looking to stop an eviction or to request a review. In these circumstances, applicants can fax applications and documents that don’t have a fee associated, or where they are eligible for a fee waiver, to the new fax line at 1-833-610-2242 or (416) 326-6455.

Please note that due to Payment Card Industry (PCI) security compliance requirements, the LTB can no longer accept credit card payment via fax. Applications with credit card information will be automatically deleted and not processed. Please contact the LTB at 1-888-332-3234 for information on how to submit payment information if an applicant is not eligible for a fee waiver or learn about how to pay on our website.

The LTB is encouraging applicants to use our new case management system, the Tribunals Ontario Portal, to file L1, L2, T2 and T6, including combined L1/L2 and T2/T6 applications. The Tribunals Ontario Portal is a convenient online way to submit applications, see documents, engage in dispute resolution, and follow a file through the process.

Other application types can still be filed by mail, courier and by email with proof of payment made through the online payment portal attached to the email. LTB applications are also accepted in-person at over 60 ServiceOntario offices throughout the province.

Effective December 15, 2021, non-profit housing co-operative (co-op) applications can be paid through the online payment portal and filed by email at co-opprocesseingLTB@ontario.ca. A copy of the payment must accompany the application. Further information about the co-op application process can be found on LTB’s Non-Profit Co-op Evictions webpage.

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Amendments to RTA – 2021 Rent Freeze

October 30, 2020

The Government of Ontario has passed legislation to freeze rent at 2020 levels. This means that rents will not increase in 2021 for the vast majority of rental units covered under the Residential Tenancies Act.

The rent freeze applies to tenants living in:

  • rented houses, apartments and condos (including units occupied for the first time for residential purposes after November 15, 2018)
  • basement apartments
  • care homes (including retirement homes)
  • mobile home parks (except where there is an assignment of a lease for a mobile home site)
  • land lease communities
  • rent-geared-to-income units and market rent units in community housing
  • affordable housing units created through various federally and/or provincially funded programs

There are certain exceptions to the rent freeze.

While the rent freeze will end on December 31, 2021, landlords can give proper 90 days’ notice in 2021, for a rent increase that takes effect in 2022.

Learn more about the rent freeze.

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