Operational Updates

Last Updated: September 1, 2022


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.

On this Page


Tribunals Ontario Portal – Public Information Sessions

The Landlord and Tenant Board (LTB) is hosting four virtual information sessions on using Tribunals Ontario Portal on September 15 and 22, 2022.

The topics will include:

  • Creating a Public Secure account
  • Using the Personal Identification Number (PIN)
  • Completing and paying for an application
  • Uploading documents and evidence
  • Checking the status of an application
  • Receiving a Notice of Hearing and Order

Where:

Sessions will be held virtually over Zoom. Please register to attend. Once registered, the LTB will provide the details, including a zoom link to attend the meeting.

When:

Thursday, September 15

  • Session #1: 1 p.m. – 2:30 p.m.
  • Session #2: 7 p.m. – 8:30 p.m.

Thursday, September 22

  • Session #1: 1 p.m. – 2:30 p.m.
  • Session #2: 7 p.m. – 8:30 p.m.

These sessions may be useful for applicants who may have already filed an application but want more information about how the portal works, or who want to file an application but need more information or help doing so.

The sessions may be useful for respondents who have received notice that an application was filed against them and who want more information about how to interact with the portal.

The public sessions on September 15 and 22 will be in English. French sessions are available. Please contact LTB@ontario.ca for more information on French sessions.


Tribunals Ontario Portal – New Process for Receiving Documents

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.


Credit Card Payment Form

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.


Tribunals Ontario Portal Update

The Tribunals Ontario Portal has been operational since December 2021. While most users continue to successfully file applications using the portal, some users have experienced technical issues while using the system. As with any new system, some technical challenges are to be expected and our team has been working to resolve them on a priority basis.

The issue some users were experiencing with the Personal Identification Numbers (PIN) has been resolved. Going forward for new applications, applicants will receive a PIN when their representative files an application on their behalf.

Some users had technical difficulties with Applications to End a Tenancy and Evict a Tenant or Collect Money (L2 applications) filed through the portal where there were some instances of missing or incomplete information in these applications. This has also been resolved. Applicants who filed an L2 application affected by this issue will be receiving a letter from the LTB asking that they complete a new L2 application using our PDF forms and upload it to their Tribunals Ontario Portal file. This will not have an impact on the affected application’s place in the queue with respect to hearing dates and legislative deadlines, and any supplementary filings such as the Request to Extend or Shorten Time will also be unaffected. The original filing date will be preserved.


Rule Changes and New Consent to Disclosure Form

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.


Practice Direction on Representation and Interpretation Guideline 21

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.


Decommissioning of Fax on December 31, 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.


Tribunals Ontario Portal

On December 8, 2021, Tribunals Ontario launched the Tribunals Ontario Portal. The LTB is the first tribunal to implement the new system. The Tribunals Ontario Portal is a new case management system that will allow users to take a more active role in their case as it progresses through the tribunal’s processes.

Among the features available, landlords and tenants can:

  • Submit L1, L2, T2, T6 applications with simple and easy to use online forms
  • Pay application fees on the portal
  • Upload evidence directly on the portal
  • Upload and exchange documents
  • View their L1, L2, T2 and T6 application file and status of their application(s) online
  • Use the dispute resolution tool to communicate with other parties or ask for assistance from an LTB Dispute Resolution Officer

If your file number begins with LTB (e.g. LTB-L-000420-21) then you can log on to the Tribunals Ontario Portal to access your file.

More LTB applications will be available on the portal at a later date.


Tenant Application Notices

In November 2021, the LTB sent notices via email or mail to some tenant applicants letting them know that the LTB would be scheduling their hearing in early 2022 and asking that they confirm their intent to proceed with their application.

To confirm intention to move forward to a hearing, tenants who received an email were asked to respond by December 7 and those who received mail were asked to respond by December 15.

Tenants who have already reached a resolution for their matter can submit an Advance Resolution Request form by email to LTB.DROhearing@ontario.ca or mail to their regional LTB office. You can find regional office addresses on our Contact the LTB page.

If the LTB does not receive a response, a second follow up notice will be sent to notify applicants that their file may be administratively closed within 10 days (15 days if mailed) if no further response is received.

IMPORTANT: If a tenant applicant believes that their file should not have been administratively closed, they can contact the LTB to have it automatically re-opened so that it can be scheduled for a hearing. Requests to have a file reopened should be sent to the LTB by email to LTB.DROhearing@ontario.ca. The email should include the file number and the words “Request to Re-Open a Closed File” in the subject line. This information can also be sent by mail or courier to the LTB to their regional office.

The LTB is implementing this process to ensure tenant applications that need to proceed to a hearing are scheduled in a timely manner.


September 1 Amendments to the Residential Tenancies Act

On September 1, 2021, amendments to the Residential Tenancies Act, 2006 (RTA) came into effect. You can read more about the amendments here: September 1 Amendments to the RTA.

This is a summary of the amendments:

Compensation for landlord’s out-of-pocket expenses – substantial interference with landlord’s reasonable enjoyment or lawful right, privilege or interest

A landlord may now apply for an order requiring the tenant to pay the reasonable out-of-pocket expenses incurred by the landlord as a result of conduct by the tenant or someone else visiting or living in the rental unit which substantially interfered with landlord's reasonable enjoyment or lawful right, privilege or interest. The landlord can claim these out of pocket expenses in the L2: Application to End a Tenancy and Evict a Tenant or Collect Money. You can file this application online through the Tribunals Ontario Portal.

For more information, please review the L2 Instructions.

Compensation for landlord’s out-of-pocket expenses – unpaid utilities

A landlord may now apply for an order requiring the tenant to pay the reasonable out-of-pocket expenses incurred by the landlord as a result of the tenant not paying utility costs (utilities means heat, electricity and water) that they were required to pay under the terms of the tenancy agreement . The landlord can claim these out of pocket expenses in the L2 Application. You can file this application online through the Tribunals Ontario Portal.

For more information, please review the L2 Instructions.

New Applications to Collect Money a Former Tenant Owes

A landlord may now file an application if the tenant moved out of the rental unit on or after September 1, 2021 and the landlord believes the former tenant owes:

  • rent or compensation
  • an amount for charges related to NSF cheques
  • costs for unpaid utility bills (utilities mean heat, electricity and water)
  • costs for damaging the rental unit
  • costs the landlord incurred because the former tenant or someone else visiting or living in the rental unit substantially interfered with the landlord’s reasonable enjoyment or lawful right, privilege or interest

To claim any of these costs, the landlord can file an L10: Application to Collect Money a Former Tenant Owes. This application must be filled within a year after the date the former tenant moved out.

Once the LTB has scheduled a hearing, the landlord will be required to give the L10 Application and Notice of Hearing to the former tenant using an approved method and then file a Certificate of Service: Serving a Former Tenant or a Tenant no Longer in Possession of the Rental Unit.

For more information please review the L10 Instructions and the brochure: Collecting Money a Former Tenant Owes.

Important: The new L10 Application is only available in fillable PDF format. To file an L10 application, you must use the PDF form and submit it by mail or courier.

N12 or N13 Notice to End Tenancy – Application to LTB

Landlords who are filing an L2 Application because the landlord, a purchaser or a family member requires the rental unit, or because they want to demolish the rental unit, repair it or convert it to another use, must now disclose in the application all previous N12 or N13 notices of termination given to any tenant in the last two years. 

In addition, the landlord must file the required affidavit or declaration at the same time as the L2 Application.

For more information, please review the L2 Instructions.

Tenant Application: Notice of Termination given in Bad Faith

A tenant filing a T5 Application – Landlord Gave a Notice of Termination in Bad Faith can now ask the LTB to order a landlord to pay them up to 12 months' rent in compensation. The tenant does not need to have incurred any actual expenses to make this claim.

A T5 Application claiming that the landlord did not allow the tenant to move back in after renovations or repairs were completed can now be filed up to two years after the tenant moved out.

For more information, please review the T5 Instructions.


Navigate Tribunals Ontario

The LTB has launched Navigate Tribunals Ontario, an online tool that empowers landlord and tenants with information about their rights and responsibilities and rules and processes at the LTB. Use Navigate Tribunals Ontario to find out what steps you can take to manage your dispute.


Timelines at the LTB

As the LTB works to resume operations, landlords and tenants may experience service delays.

  • You may need to wait as long as 45 minutes to speak to a call centre representative. When all lines are busy with other callers, you will get a busy signal.
  • Parties with an open file who are corresponding with their regional office by email may find it takes longer to get a reply.
  • There will be delays in application processing for applications. Payment will be processed upon filing. Urgent applications will be processed.
  • Orders for L1/L9 hearings will be issued 20 to 30 days after a hearing and up to 60 days for other types of applications.

Please refer to our website for general information and visit our Renting in Ontario webpage. Clients who have a file number can use the Check File Status tool to check if their hearing date has been scheduled.


Advance Resolution Request Form (ARR Form)

The LTB has developed the Advance Resolution Request (ARR) form to resolve matters that are not complex. In some cases, an application may be resolved without a hearing. The form will help the LTB understand if there have been changes after an application has been submitted.

The applicant uses the ARR form to tell the LTB that:

  • the applicant wants to withdraw the application
  • the application can be discontinued because the tenant has paid in full all arrears and the application fee
  • the tenant has vacated the rental unit
  • the parties have agreed to resolve the issues

Applicants can email their forms to the regional office which is handling their file. A list of email addresses is available on our Contact Us page. Please include your file number and the words “Advance Resolution Request” in the subject line.

Learn more about the Advance Resolution Request form.


LTB Documents Sent by Email

The LTB usually sends documents to parties using email if an email address has been provided. This includes Notices of Hearing.

If you are a party or a representative and you have not provided the LTB with your email address or your email address has changed, contact us to provide your updated contact information as soon as possible.

If the LTB does not have your email address, it will send documents using regular mail.


Hearings: Scheduling, Formats, Evidence

Hearings are being scheduled according to the application type and filing date.

Most hearings are being held by videoconference using Microsoft Teams or Zoom. Parties can also participate in videoconference hearings by telephone.

If you have a scheduled hearing, the LTB will send you the details of your hearing as soon as possible.

Requesting an Accommodation

If you require an accommodation to participate in a hearing, or you believe the format will result in an unfair hearing (for example: you do not have access to a telephone, computer and/or the internet), please refer to the Request for Accommodation form. Please send this form to the LTB as soon as possible so that the LTB has enough time to consider your request before the hearing. You may send the form by email, mail, fax or courier.

For more information, refer to Tribunals Ontario’s Accessibility and Accommodation Policy and Practice Direction on Hearing Formats.

Other parties to the application will be able to see your accommodation request. If you are concerned about sharing sensitive medical information, contact the LTB.

How to submit evidence or L1/L9 – Information Updates

Submitting evidence in Tribunals Ontario Portal

Parties who have a file on the Tribunals Ontario Portal should upload documents and evidence for their application using the new system. Files on the Tribunals Ontario Portal begin with LTB (e.g. LTB-L-000420-21).

Instructions for parties not using Tribunals Ontario Portal

Parties must provide a copy of all evidence they intend to use for their upcoming hearing by email to LTB.Evidence@ontario.ca. If you are unable to submit your evidence via email, you can mail or courier it to the address identified in the Notice of Hearing.

The LTB must receive evidence and submissions by the following deadlines:

  • Evidence and submissions must be submitted at least 7 days before the hearing
  • Reply evidence and submissions (that are “replying” to the other party’s evidence) must be submitted at least 5 days before the hearing
  • The L1/L9 – Information Updates must be submitted at least 5 days before the hearing

Evidence and submissions that are not filed by these deadlines may not be allowed to be relied on at the hearing.

The LTB encourages all parties to submit their evidence by email. For large file submissions you may ask the LTB for permission to provide your evidence using the Ontario Government Attachment Service (EATS). Please email these requests to the LTB email address identified in your Notice of Hearing. If your request is granted, you will receive an email from the LTB with instructions on how to send your file to the LTB using EATS.

If you are unable to use email, you can submit your evidence by regular mail or courier to your LTB regional office. However, please note that processing time for your evidence may be longer by regular mail or courier due to limited staff resources in regional offices at this time.

For more information, please see the Practice Direction on Evidence.

Access Terminals at Hearing Centres

Effective June 21, the LTB is expanding access terminals to three more hearing centres in Ontario. LTB parties who do not have access to a telephone, computer and/or the internet may be accommodated in the Hamilton, London and Ottawa hearing centres. Access terminals are also available at the 15 Grosvenor Street hearing centre in Toronto.

Parties who have received a Notice of Hearing and have contacted the LTB to make their request for an alternative hearing format will be considered for access to the terminal. The LTB will evaluate each request on a case-by-case basis and respond with its decision to grant or deny the request. If the request is granted, the party using the terminal will participate in their hearing electronically.

A room will be set up to include a computer and telephone to support the party’s participation. Staff will only be available to help applicants who require technical assistance with the computer or telephone provided by the LTB. A party can bring two additional individuals into the hearing centre for the proceeding. If the party requires further support, they should ask the LTB before the hearing; such requests will be evaluated on a case-by-case basis.

Everyone entering the hearing centre will be required to complete an on-site COVID-19 screening assessment before entry and must adhere to all safety measures inside the hearing centre. Individuals who are deemed inadmissible through the screening assessment will not be permitted entry.

Observing a Hearing

Effective June 3, 2021, the Statutory Powers Procedure Act was amended making it an offence to record a tribunal proceeding unless an exception applies. In addition, recordings of LTB hearings may not be published, posted or otherwise disseminated. Learn more about this amendment.

Members of the public are welcome to attend LTB hearings and may contact the LTB to inquire about access to hearings. Observers are not permitted to disrupt a hearing in any way, and the LTB has the authority to issue directions or orders necessary to control the hearing process.


Hearings for Eviction Applications Have Resumed

On March 19, 2020, the Ontario Superior Court issued an order suspending residential evictions. At that time, the Landlord and Tenant Board suspended hearings related to eviction applications unless the matter related to an urgent issue such as an illegal act or a serious impairment of safety.

On August 1, 2020, the LTB resumed hearing all types of applications, including those related to evictions.

Notice of Termination

In most cases, serving a Notice of Termination is the first step before a landlord can apply for an eviction order from the LTB.

Tenants

If your landlord gives you a Notice of Termination to end your tenancy, you do not have to move out of your unit. You have the right to stay in your rental unit until the Sheriff’s Office enforces an eviction order issued by the LTB.

Landlords

If you served your tenant with a valid Notice of Termination, you can file an application for eviction with the LTB. For more information, see the LTB brochure: How a Landlord Can End a Tenancy.


Paying Rent

If you cannot pay rent because of COVID-19, you should try to establish an arrangement with your landlord to preserve your tenancy by deferring part of your rent or making other payment arrangements.

If you and your landlord are not able to reach an acceptable resolution, you may wish to seek free general legal advice from Legal Aid Ontario.

Landlords cannot charge fees or penalties for late rent payments.

Amendments to RTA – Rent Freeze

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.


Suspending Limitation Periods

On March 20, 2020, the Government of Ontario made an Emergency Order under the Emergency Management and Civil Protection Act, suspending imitation periods and procedural time periods relevant to tribunal proceedings. The suspension was retroactive to March 16, 2020.

Suspended limitation periods and procedural timelines resumed on September 14, 2020.

Parties should note that the six-month period of suspension, from March 16, 2020 to September 14, 2020, will not be counted in limitation period calculations.

If there is a dispute about whether or not an action was taken in time, the LTB may ask parties to make submissions in order to determine the matter.


Entering a Rental Unit

Tenants

You cannot deny entry into your rental unit to a landlord, authorized broker or salesperson if you received a notice of entry. Your landlord must:

  • give you 24 hours written notice
  • state what day and time they will enter (between the hours of 8 a.m. and 8 p.m.)
  • state the reason for entering the unit.

As the COVID-19 pandemic continues, you should discuss the Notice of Entry with your landlord and explain any concerns you may have about the situation and try to work it out in a cooperative way.

If you and your landlord are unable to reach an acceptable resolution, you may wish to seek free general legal advice from Legal Aid Ontario.

If there is an emergency, the landlord can enter your unit without first serving a notice of entry.

Landlords

To help stop the spread of COVID-19, you should keep requests for entry to a tenant’s unit to a minimum. If you must enter a unit, you should follow physical distancing guidelines.

If you are selling a tenant-occupied home, you are strongly advised to follow the guidance of the Real Estate Council of Ontario and avoid in-person showings. As always, you are subject to the Human Rights Code and have a duty to accommodate your tenant(s) with disabilities to the point of undue hardship.

You are encouraged to work together to protect the health and safety of tenants, landlords and the public at large.


Filing an Application

The LTB is accepting and processing all applications and will schedule hearings by videoconference, telephone or in writing.

All front-line counter services and hearing centres are closed to the public until further notice. The LTB is not accepting in-person submission of documents.

The LTB encourages the use of the Tribunals Ontario Portal for L1, L2 T2 and T6 applications. For most other LTB applications, you can file your application by email and pay online. You can also submit your application to your LTB regional office by mail or courier. Note that your application may take longer to process if you submit by mail or courier.

Documents sent by courier or through Canada Post should be addressed to the respective LTB regional office address listed below:

LTB Regional Offices
File Number begins with: LTB office: Mail by Canada Post:
CEL or CET Central (Mississauga) 3 Robert Speck Parkway,
Suite 520
Mississauga, ON L4Z 2G5
SOL or SOT Southern (Hamilton) 119 King Street West,
6th Floor
Hamilton, ON L8P 4Y7
TEL or TET Toronto East (Toronto – Scarborough) 2275 Midland Avenue,
Unit 2
Toronto, ON M1P 3E7
TNL or TNT Toronto North (Toronto – North York) 47 Sheppard Avenue East,
Suite 700
Toronto, ON M2N 5X5
TSL or TST Toronto South (Toronto – Yonge/College) 15 Grosvenor Street,
1st Floor
Toronto, ON M7A 2G6

Submitting an application in-person at ServiceOntario

ServiceOntario accepts all LTB applications.

Visit the ServiceOntario website for a list of locations that accept applications and documents on behalf of the LTB.


Free Legal Advice

Tenants

If you have a scheduled hearing, Tenant Duty Counsel has created an online registration form to request legal assistance. The Tenant Duty Counsel Program is a program of the Advocacy Centre for Tenants Ontario and is independent from the LTB. Please seek legal advice prior to your hearing.

If you don’t have a hearing and wish to seek free general legal advice, visit Legal Aid Ontario’s website or call 1-800-668-8258.

Landlords

The Landlord Self Help Centre provides small-scale landlords with general information, summary advice and referrals. The Landlord Self Help Centre is a non-profit community legal clinic funded by Legal Aid Ontario and independent from the LTB.

You can visit the Landlord Self-Help Centre website or call 1-800-730-3218.