Operational Updates

Last Updated: December 8, 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.

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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.

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.


October 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.


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.


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.


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.


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.


Amendments to RTA – 2021 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.