Housing Durham

In 2022, Durham Regional Council passed a resolution identifying Durham Regional Local Housing Corporation (DRLHC) properties to be considered for revitalization. The Region and DRLHC have identified two properties, Malaga Road and Christine Crescent, as part of Stage 1 of the redevelopment. For more information, please visit Affordable Housing Development - Region of Durham

Tenant Relocation Handout

Why You Might Be Asked to Relocate

At times, DRLHC may need tenants to move from their current unit. This could happen for several reasons, including:

• Major building upgrades or repairs
• Emergency situations (for example a fire or flood)
• Revitalization projects (demolition and rebuilding)
• Permanent unit closures

Types of Relocation

• Temporary Relocation: You’ll return to your original unit after the work is done.
• Permanent Relocation: You’ll move to a new unit and may not return to your old one.

What to Expect During Relocation

• You’ll receive official notice (Form N13) if your tenancy is ending due to repairs or redevelopment.
• DRLHC will help you find a Relocation Unit that fits your unit size.
• You’ll sign a new lease for the new unit and an Agreement to End Tenancy (N11) for your current unit.
• If you’re temporarily relocated, you’ll sign a Temporary Shelter Agreement.

Your Rights

As a tenant affected by relocation, you have several important rights

1. Right to Notice

• You will receive a formal Notice to End Tenancy (N13) if your unit is being renovated, demolished, or repurposed.
• You may also receive a one-year advance notice and other communications to help you prepare.

2. Right to Return

• If your relocation is temporary due to renovations, you have the right of first refusal to return to your original unit once work is complete.
• You must notify DRLHC in writing before moving out if you wish to return.

4. Right to a Suitable Unit

• DRLHC will offer you a relocation unit that meets your household’s size, based on occupancy standards.
• You will not be relocated to a unit that makes you “overhoused” unless no other options are available.

5. Right to Maintain Rent-Geared-to-Income (RGI) Status

• If you are an RGI tenant, your rent will continue to be based on your income.
• If you move to a different housing provider, their rent rules may apply.

7. Right to Fair Process

• DRLHC must follow the Residential Tenancies Act and other applicable laws.
• You cannot be relocated unfairly or without proper legal notice.

Support and Compensation

We know that moving can be stressful and it can also cost money.

If you have to move because of permanent unit closures, revitalization, or major renovations, you might be able to get help with moving costs. Please contact your DRLHC Property Manager for more information.

Emergency Relocations

Sometimes, an emergency situation might happen in your building, like a fire or a flood.  An appropriate authority (e.g. building inspector, fire department) will assess the safety of your unit.

If your home is not safe, DRLHC may:

• End your tenancy.
• Move you to a different place for a short time, like another unit or a hotel.
• Let you move back when your home is fixed, if it’s safe.

Each emergency is different. DRLHC will decide what to do based on what happened. You should also have insurance to help cover your things and moving costs.

Important Notes

• DRLHC will work with you to find a suitable unit based on your household size and needs.
• You may not be relocated if your tenancy is not in good standing.
• Smoking rules and other lease terms may change in your new unit.
• DRLHC may offer support services through community partners.

Need Help or Have Questions?

Please contact your Property Manager for more information or support during the relocation process.

Protect Yourself and Your Belongings

Your lease requires you to maintain tenant liability insurance prior to move-in and it must be maintained throughout your tenancy.

Content insurance is different, but it helps protect your personal belongings and provides financial protection if something unexpected happens in your home. Housing Durham's insurance does not cover your personal belongings or the cost of temporary accommodations if you are unable to stay in your unit following an emergency.

What Tenant Insurance Can Cover

Depending on your policy, tenant insurance may help cover:

1. Personal liability – This is mandatory as part of your lease
   Protection if you are legally responsible for accidental injury to another person or damage to property. For example, your insurance may help cover costs related to a kitchen fire, water damage, or another incident for which you are responsible. If you cause damage to another person or property and do not have the required insurance coverage, you may be responsible for the costs associated with that damage. Housing Durham will request proof that your insurance is current at any time, and you must provide it when requested.
   
   
2. Your personal belongings
   Coverage for items such as furniture, electronics, clothing, appliances, food, jewelry, and other personal possessions if they are damaged, destroyed, or stolen.
   
   
3. Temporary living expenses
   If a covered event makes your home uninhabitable, your insurance may help pay for temporary accommodations, such as a hotel or short-term rental.
   
   
4.  E-Bikes and Tenant Insurance
   It is important to contact your insurance provider to confirm whether owning, storing, charging, or using an e-bike affects your coverage or premium.
   
   

Affordable Insurance Options

You can purchase tenant insurance from any insurance provider of your choice. Some providers offer products designed specifically for social and community housing tenants.

When applying for tenant insurance, you may be asked questions about:

• Your address
• The value of your personal belongings
• The type of coverage you are seeking

If you receive benefits through Ontario Works (OW) or the Ontario Disability Support Program (ODSP), the cost of tenant insurance may be covered through your shelter allowance. Contact your caseworker for more information.

Housing Services Corporation provides insurance designed for tenants who live in social housing. You can get information about rates and coverage at hscorp.ca/tenant-insurance(external link) or by calling 1-866-940-5111 

If you have questions about what kind of insurance is right for you, call the Insurance Bureau of Canada at 416-362-9528 , Monday to Friday, from 8 a.m. to 5 p.m. You can also visit ibc.ca(external link) to learn more. 

If You Need Make a Claim

If your belongings are damaged, lost, or stolen, contact your insurance provider as soon as possible to start the claims process.

Housing Durham is responsible for maintaining its buildings and addressing repairs when required, but Housing Durham is not responsible for losses involving a tenant's personal property. Your insurance provider is usually the first point of contact when submitting a claim for personal belongings or temporary accommodation costs.

Remember: Tenant insurance provides valuable protection for you, your belongings, and your financial well-being. Even if you never need to use it, having the right coverage can give you peace of mind when unexpected events occur.

You can pay directly from your bank account by completing a Pre-Authorized Payment Plan Form.

Requests for Maintenance

To request a repair in your unit, call Housing Services at 905-666-6222 between 8:30 am and 4:30 pm Monday to Friday.

After Hours Emergencies 

If you have an emergency, call for maintenance after-hours at 905-666-6222. The Answering Service will respond. Only emergency repairs will be attended to after-hours (e.g. flooding, lock-outs, fire alarms.) 

You will be told at least 24 hours in advance of any work that is scheduled in your home, unless the work is urgent and you have given us permission to enter. You must keep all pets away from the work zone. If pest control is needed, you must remove all pets from your home for the stated time. Please do not smoke when maintenance staff and contractors are in your home. 

Inspections

We will do an annual inspection of your unit each year. We will check the smoke detectors, clean the vents and ensure window locks are in place. We also check to ensure that taps are not leaking. From time to time, there may be other reasons for us to enter your home (e.g. to inspect your furnace). We will tell you why we need to enter your home and give you at least 24 hours’ notice.  

As your landlord, we have the right to enter your unit under section 27 of the Residential Tenancies Act. If you are concerned about the work or inspection to be done, please contact your Property Manager at 905-666-6222 prior to the work crew arriving. 

 Find out more information about rent-geared-to-income (RGI) eligibility.

If you disagree with a decision about your rent-geared-to-income (RGI) or modified housing, you can appeal to the Regional Review Panel. 

Adding Someone to Your Household

If you want to add someone to your household, you must contact Housing Durham and get written approval before the person moves in permanently. This helps make sure your household information is correct, your rent is calculated properly, and your unit meets occupancy rules. A person who lives in your unit without approval may be considered an unauthorized occupant, which could affect your tenancy or rental subsidy.

What is an addition to household?

An “addition to household” means asking Housing Durham to approve another person to live in your unit as part of your household.

This may happen because of a change in your life, such as family reunification, a change in caregiving needs, or another personal situation. Approval is needed before the person can live in the unit permanently.

Tenant, occupant, guest, and unauthorized occupant

It is important to understand the difference between a tenant, occupant, guest, and unauthorized occupant.

Tenant
A tenant is a person listed on the lease. The tenant is legally responsible for paying rent, taking care of the unit, and making sure household members and guests follow the rules.

Occupant
An occupant is someone Housing Durham has approved to live in the unit, but who is not listed as a leaseholder. An occupant does not have tenancy rights under the lease. If the tenant moves out, the occupant must also leave the unit.

Guest
A guest is someone who stays overnight for a temporary period and has their main home somewhere else. Guests are not household members. Guest stays must follow Housing Durham’s Visitors, Guests and Unauthorized Occupants policy.

Unauthorized occupant
An unauthorized occupant is someone who lives in the unit without approval and does not meet the rules for a visitor or guest. If someone stays beyond the allowed guest period without written approval, they may be considered an unauthorized occupant.

Before someone moves in

You must get written approval from Housing Durham before someone moves into your unit permanently.

If you receive rental subsidy, you must also complete an Addition to Household Application form and provide all required documents. This may include proof of age, status in Canada, income, and assets for the person you want to add.

Housing Durham will review the request to make sure:

• your household still qualifies for rental subsidy, if applicable
• the unit will not be overcrowded
• the person does not owe money to a community housing provider
• there are no concerns related to past evictions or trespass notices
• the request is not being used to transfer, assign, or sublet the unit

If you receive rental subsidy

If your household receives rent-geared-to-income or another rental subsidy, adding someone to your household may change your rent.

Housing Durham will review the income and information for everyone in the household. If the addition is approved, your rent will be recalculated. The new rent will usually start on the first day of the month after the person moves in.

If adding the person means your household is no longer eligible for subsidy, you may be able to continue at market rent. If you do not want to continue at market rent, the person cannot move in or must leave the unit.

If you are a market rent tenant

Market rent tenants must report changes to their household in the same month the change happens. This helps Housing Durham know who is living in the unit for safety and emergency purposes.

A market rent tenant may allow an occupant to live in the unit, but the tenant remains fully responsible for the rent, the unit, and the actions of occupants and guests.

If a market rent tenant wants to add another person as a leaseholder, they must complete an addition to household form. Housing Durham will review the request and may decide not to add the person as a leaseholder in certain situations.

When a request may be denied

Housing Durham may deny a request to add someone to your household if the rules are not met.

For example, a request may be denied if:

• the unit would be overcrowded
• required documents are not provided
• the household no longer qualifies for subsidy
• the person has an outstanding balance with Housing Durham or another housing provider
• there are concerns related to a past eviction or trespass notice
• the request appears to be an attempt to assign, sublet, or transfer the unit to another person

If your request is denied, Housing Durham will tell you in writing. The person cannot move in, or must leave the unit if they have already moved in.

What happens if someone lives in the unit without approval?

If someone lives in your unit without approval, this may affect your tenancy or rental subsidy.

For subsidized households, having an unauthorized occupant may result in the loss of rental subsidy. Housing Durham may also take further action if needed.

If Housing Durham makes a decision that affects your subsidy, you will be told about your right to request a review of the decision.

Live-in caregivers

A live-in caregiver who provides overnight care through an agency is not usually considered a household member. An addition to household application may not be required, but approval must still follow the applicable Service Manager rules and requirements. Please contact your Property Manager for additional information.

How to apply

To ask to add someone to your household:

1. Contact Housing Durham before the person moves in.
2. Complete the Addition to Household Application form.
3. Provide all required documents.
4. Wait for written approval before the person moves in permanently.
5. Follow any instructions from Housing Durham about rent changes or lease updates.

Important reminder

Do not allow someone to move into your unit permanently without written approval from Housing Durham. If you are unsure whether someone is a guest, occupant, or household member, contact Housing Durham before the person stays beyond the allowed guest period.

CR-8-1:Complaint Process

• Housing Durham Feedback and Complaint Form

Digital Video Surveillance at Housing Durham

Why we use digital surveillance

At some Housing Durham properties, video surveillance cameras are in place to help support community safety and well‑being. These systems are used to help:

• Improve safety for tenants, visitors, and staff
• Deter and investigate unlawful activity or incidents that may put people or property at risk
• Protect Housing Durham buildings and assets

Video footage may be reviewed if there is a reported or observed safety or security concern, such as vandalism, property damage, or other serious incidents.

Where cameras are located

Not all Housing Durham buildings have cameras. Where cameras are used, signs are posted to let residents and visitors know the area is under video surveillance.

Cameras are only placed in areas where there is a clear safety or security need.

How video footage is used

Video footage may be reviewed only when there is a reported or observed safety or security concern.

Footage is used only to:

• Investigate safety or security incidents
• Help prevent illegal activity
• Protect Housing Durham buildings and property

Video surveillance is not used to:

• Watch tenants’ daily activities
• Track where tenants go
• Monitor staff attendance or routine work

Only authorized Housing Durham staff can access video footage.

Your privacy matters

Housing Durham understands that video surveillance can affect privacy. To protect personal information:

• Video footage is used only for safety and security reasons
• Footage is handled according to Ontario privacy laws, including the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)
• Access to footage is limited and controlled

Footage is not used for any purpose outside of what is described above.

How long footage is kept

• Most video recordings are kept for a short period of time and then securely deleted
• If footage is needed for an investigation, it may be kept longer, based on legal and record‑keeping rules

Sharing video footage

In some cases, video footage may be shared with law enforcement or other authorities, such as the police. This only happens when allowed by law and for legal or investigation purposes.

Facial recognition smart locks

Some Housing Durham buildings use facial recognition smart locks to help control building access. These systems are separate from video surveillance cameras and are used only for secure entry.

Questions or concerns?

If you have questions about video surveillance at your building or concerns about privacy, please contact your Property Management team for more information.

Requesting an Internal Transfer

If you live in a Housing Durham unit and want to move to another unit within our portfolio, here’s what you need to know.

Who Can Request a Transfer?

• You must have lived in your current unit for at least two years (unless there are exceptional circumstances approved by Housing Durham).
• You cannot owe money to Housing Durham for rent or damages.
• You cannot request a transfer if:
  • You were denied a transfer in the past 12 months.
  • You declined a transfer offer in the past 12 months.

How to Apply

1. Complete the Housing Durham Internal Transfer Application, which can be requested from your Property Manager or Program Assistant.
2. Submit the form and any required documents to the Housing Durham office or by email.
3. Wait for a decision. We will notify you in writing if your request is approved or declined.

Priority Categories

Transfers are offered based on priority and the date you applied. The categories are:

1. Special Priority Policy (SPP) – For people leaving abuse or human trafficking.
2. Accessibility/Accommodation – If your current unit does not meet your medical needs.
3. Safety and Wellbeing – For serious safety or health risks.
4. Overhoused – If your unit is too big for your household size.
5. Underhoused – If your unit is too small for your household size.

Internal transfer applications under the Special Priority Program (SPP) category must also contain a completed SPP Application SPP package with this application.

Internal transfer applications under the Accessibility/Accommodation category must also contain a completed Medical Request for Modified Unit Application Form with this application.

 What Happens Next?

• If approved, you will be placed on the internal transfer list.
• When a suitable unit becomes available, we will contact you.
• You have 5 business days to accept or decline the offer.
• If you decline, you cannot reapply for 12 months.

If Your Request Is Denied

• You will receive a written notice explaining why.
• You can ask for a review within 5 business days of the decision.
• Send a written request with any new information (e.g., medical documents, safety concerns).
• A different manager will review your request and respond within 5 business days. This decision is final.

Need Help?

Contact Housing Durham for more information or to get the Internal Transfer Application.

LO 3-1: No-Smoking Policy

Pets in Your Home - What You Need to Know

Housing Durham welcomes tenants who have pets. Having a pet also means having responsibilities—to your pet, your neighbours, and your home.

This section explains what is expected if you own or keep a pet in your unit.

Pets Are Allowed, With Responsibilities

You are allowed to have pets in your unit as long as they are cared for properly and do not cause problems for others.

As a pet owner, you are responsible for making sure your pet:

• Follows local municipal by‑laws (such as licensing rules)
• Is properly cared for and supervised at all times
• Does not damage your unit or shared spaces
• Does not disturb other tenants or staff
• Does not create health or safety concerns

You are also responsible for paying for any damage caused by your pet.

Registering Your Pet

All pets must be registered with Housing Durham.

You may be asked to provide information such as:

• Your pet’s name and type (for example, dog or cat)
• Breed and colour
• Spay or neuter status
• Municipal licence number (if required)
• An emergency contact who can care for your pet if needed

Registering your pet helps ensure everyone’s safety and helps Housing Durham respond appropriately in emergencies.

Being a Good Neighbour

To help keep communities safe and respectful:

• Keep your pet under control at all times
• Do not allow pets to run freely in or around the building
• Clean up after your pet right away
• Prevent excessive noise or behaviour that may bother others
• Cooperate with municipal by‑law officers if there is a complaint involving your pet

Planning for Emergencies

It is important to plan ahead in case you are unable to care for your pet due to illness, hospitalization, eviction, or death.

You are strongly encouraged to:

• Name an emergency pet caregiver
• Make sure that person can access your unit if needed

If a pet is found without proper care, Housing Durham may take steps to protect the animal’s well‑being. This can include contacting your emergency caregiver, a family member, or animal welfare services.

Any costs or damage related to pet care or impacts on the unit may still be the tenant’s responsibility.

If Responsibilities Are Not Met

If pet responsibilities are not followed, Housing Durham may take action under the Residential Tenancies Act. This could affect your tenancy.

If you have questions about pets, pet registration, or your responsibilities, please contact Housing Durham staff for more information.

Need to Register Your Pet?

If your pet has not yet been registered, please contact your Property Manager for the Pet Registry Form and information on how to complete it.

CRR-7-1:Tenant Use of Common Spaces

• Common Room Code of Conduct

Visitors and Guests in Your Home

Housing Durham recognizes that tenants may have visitors and guests in their home. This guideline explains the difference between visitors, guests, and household members, and what you need to do if someone stays with you for an extended period.

Visitors

A visitor is someone who comes to your home but does not stay overnight. You can have visitors as often as you choose.

Guests

A guest is someone who stays overnight in your home temporarily and has a primary residence somewhere else. Guests are not considered members of your household.

If you receive rent-geared-to-income (RGI) assistance or another housing subsidy:

• You must tell your Property Manager in writing if a guest will stay more than 7 consecutive nights.
• Your notice must include the guest's name, how long they will stay, and the reason for the stay.
• A guest may stay for a maximum of 30 nights within a 12-month period, whether those nights are consecutive or spread throughout the year.

If Someone Needs to Stay Longer

If a guest will need to stay longer than the permitted period, you should:

• Request a temporary exception from Housing Durham, or
• Apply to add the person to your household.

Housing Durham may approve longer stays in exceptional circumstances, such as:

• Medical recovery or health-related situations
• Temporary caregiving or family support needs
• Emergency or crisis situations
• Other situations where flexibility is needed to support tenant well-being or prevent homelessness. 

Requests for exceptions must be made in writing and are reviewed on a case-by-case basis. Any approval will be temporary and provided in writing.

Unauthorized Occupants

A person may be considered an unauthorized occupant if they are living in your unit without Housing Durham's written approval. This can happen when someone stays beyond the allowed guest period and has not been approved to remain in the unit or added to the household.

If Housing Durham determines that an unauthorized occupant is living in a subsidized unit, it may affect your eligibility for rental subsidy. You will be informed in writing of any decision and your review rights.

Your Responsibilities

As a tenant, you are responsible for:

• Ensuring your guests follow Housing Durham rules and respect other residents.
• Informing Housing Durham when required.
• Applying to add someone to your household if they are going to live with you on an ongoing basis.

Questions?

If you are unsure whether someone should be considered a guest or a household member, or if you need to request a temporary exception, please contact your Property Manager.

Note: Market rent tenants must report changes to household composition within 30 days and are not permitted to assign or sublet their unit.