Business Process for Annual Income and Asset Review

This business process provides a step-by-step guide to Annual Income and Asset Reviews for Rent-Geared-to-Income (RGI) households. It allows you to set out who will do each step, what each step involves and when they need to be done to meet the deadlines.

Keep in mind that housing providers are responsible at all times for ensuring that their Annual Income and Asset Reviews are conducted in accordance with the Housing Services Act (HSA), Regulation 367, Rent-Geared-to-Income Administration Manual and City Guidelines.

Determine the date on which an annual review rent increase would be effective. Next, work backwards to establish a timeline for completing each of the steps in the annual review. The steps in an annual review can be found in the City of Toronto RGI Adminsitration Manual, Chapter 7, page 10.
Example: The RGI rents at XYZ Non-Profit have been adjusted on June 1 ever since the building opened. The housing provider intends to keep doing annual reviews on one common anniversary date. The schedule established for households should allow 5-6 months from the time the review package is sent out until the rent change becomes effective.
  • Who is responsible for establishing the schedule? (insert title)
  • Who is responsible for monitoring the deadlines in the schedule? (insert title)
  • How will the schedule be monitored? (insert method

Refer to that sample spreadsheet which is a guide to establishing an annual review schedule. There are many variables that affect the timing including:

  • The date the household submits responses will affect the schedule. They could respond
    immediately to your request, or wait till the last day of your deadline.
  • Is the response dealt with by your organization immediately upon receipt from the household or the last day allowed?
  • Is the reply or decision communicated to the household the day it is made or on the last day allowed?
With so many variables it is not possible to make a definitive schedule that will work for every provider. The sample spreadsheet is a guide based on maximum times. A prudent provider will allow sufficient time to complete all the required work at a comfortable pace. Tight schedules can result in missed deadlines, errors caused by rushing and increased stress for everyone. Make sure your schedule is realistic and adjust it if needed.

Prepare an annual review package for each RGI household. Include a cover letter and an income and asset review form. Your form must capture all the information you need to assess eligibility and unit size requirements, and to determine RGI rent. A sample cover letter and Income and Asset Review Form can be found at Chapter 10, Appendix 1 of the City of Toronto RGI Administration Manual.

  • The packages will be prepared by (insert title)

Make a copy of each dated and signed cover letter. File the copy in the tenant’s RGI file.

  • The cover letter will be signed by (insert title)
  • The cover letter will be copies by (insert title)
  • The copy will be filed by (insert title)

Deliver the annual review package to each RGI household.

  • The packages will be delivered/distributed by (insert title and method)
  • The deadline for distribution and return will be monitored by (insert title and method)

Create a list of all households that the annual review was sent to and fill in the date for each annual review received.

  • The list will be created by (insert title)
  • The list will be maintained by (insert title)
Date stamp the first page of the income and asset verification form on the day it is received
from the household.
  • The date will be stamped by (insert title)
Staple all related documents used for the review (proof of eligibility, status in Canada and verification of income, assets and family membership) to the income and assets verification form. Copy and return any original documents.
  • This will be done by (insert title)
  • Return originals by (insert date)

Review the submitted annual review packages.

  • All members of the household 16 and over must sign the Declaration and Consent
  • The package must contain documents to verify all in formation recorded in the income and asset review form (refer to Chapter 5 of the City of Toronto RGI Administration Manual) including:
    • status in Canada for all household members
      • Once you have documented Canadian Citizenship for a member of the household, their status does not need to be reviewed again
      • For household members who are not Canadian citizens, document their status as appropriate to ensure they continue to be eligible (annual for refugee claimants, less frequently for permanent residents).
    • full time student status
      • Document the status of all full-time students 16 and older, annually.
  • The submitted packages will be reviewed and completeness determined by (insert title)

Provide a dated receipt upon request from the household.

  • Receipt will be issued by (insert title)

If the information is not complete

Send a follow-up letter stating what pieces of missing information must be submitted. Give a
deadline for submitting the information and the consequence of not submitting it by the deadline. A sample letter for requesting missing information can be found at Chapter 10, Appendix 3 of the City of Toronto RGI Administration Manual . Check the Annual Review Schedule (already determined) for the
extended deadline for the annual review package.
  • The follow-up letter is prepared by (insert title)
  • The follow-up letter is signed by (insert title)
  • The follow-up letter is copied by (insert title)
  • The follow-up letter is delivered by (insert title and method)
  • The copy of the follow-up letter is filed by (insert title)
    The deadline will be monitored by (insert title and method)

If a member of the household has not reported income from a source that they might be eligible for

Send a letter stating that the household must try to obtain income they are eligible for. This is limited to Ontario Works (OW), Ontario Disability Support Program (ODSP), Old Age Security (OAS), child support and sponsorship support. A sample letter is in Chapter 10,
Appendix 9 in the City of Toronto RGI Administration Manual.
  • The failure to obtain income letter is prepared by (insert title)
  • The failure to obtain letter is signed by (insert title)
  • The failure to obtain letter is copied by (insert title)
  • The failure to obtain letter is delivered by (insert title and method)
  • The copy of the failure to obtain income letter is filed by (insert title)
  • The deadline will be monitored by (insert title and method

If the information is complete

Determine if all the members of the household continue to qualify for RGI. Basic eligibility rules can be found in Chapter 3, page 2 of the City of Toronto RGI Administration Manual. Has the status of any of the members changed? If the household no longer qualifies for RGI, go to Step 5. If all the members of the household still qualify for RGI, continue this step.

  • The decision whether all members of the household continue to qualify for RGI will be made by (insert title)
Determine if the household continues to qualify for the unit size and type that they occupy. Basic Occupancy Standards are outlined in Chapter 4 of the City of Toronto RGI Administration Manual. Local Occupancy Standards for the City of Toronto are outlined in City Guideline 2015-1 Local Occupancy Standards. Eligibility for Special Needs Housing is covered in the
City of Toronto RGI Administration Manual, Chapter 3. If the household does not qualify for the unit size or type, send a notice in Step 5 and continue to Step 4.
  • The decision whether the household qualifies for their current unit size and type will be made by (insert title)
Refer to the list of all households that the annual
review was sent to and identify the ones that
have not responded by the deadline.
  • The identification of households that have not responded will be done by (insert title)
Check the Annual Review Schedule for the extended deadline for the annual review package.
Send a follow-up letter to households who have not submitted their annual review form by
the deadline. A sample Reminder Notice letter can be found in Chapter 10, Appendix 2 of the
City of Toronto RGI  Administration Manual.
Follow the same steps outlined in Step 2, giving notice of the extended date after which you will no longer accept annual review information. Remind the households that they could lose eligibility for RGI if they do not submit their information by the extended due date.
  • The follow-up letter is prepared by (insert title)
  • The follow-up letter is signed by (insert title)
  • The follow-up letter is copied by (insert title)
  • The follow-up letter is delivered by (insert title and method)
  • The copy of the follow-up letter is filed by (insert title)
  • The deadline will be monitored by (insert title and method)
Follow up the letter with personal contact, by telephone or in person, to ensure compliance
and reduce the possible loss of RGI. Document the follow up.
  • The personal contact will be made by (insert title)
  • The method of personal contact is (insert method)
If you receive a response to the reminder notice for the annual review package from a household, go to Step 3 a.
If you do not receive a response to the reminder notice for the annual review package from a household by the extended due date, the household will be considered no longer eligible for RGI assistance and rent will be increased to market. Go to Step 5 (Notice of Decision).  A sample letter of Notice of Decision, Increase to Market Rent can be found in Chapter 10, Appendix 4 of the City of Toronto RGI Administration Manual.
Calculate the rent for each eligible RGI household. See the City of Toronto RGI Administration Manual, Chapter 6 Calculating Rent for an RGI Household.
  • The calculations will be done by (insert title)
  • The calculations will be done using (insert method) A Sample RGI Calculation Sheet can be found in Chapter 10, Appendix 6 in the City of Toronto RGI Administration Manual. (If you use software to complete the calculations the details should be inserted here.)
  • The calculations will be reviewed by (insert title)

Important Note:

Housing providers should exercise the utmost care in making a decision to remove RGI eligibility for not providing documents. Make sure that you have met face to face with members of a household, or have discussed getting the documents with family members or support agency staff (with the household’s consent). If all efforts to get the documents fail, then you can decide to issue a notice that the household is losing eligibility for RGI assistance. Remember that housing providers may accept the income and asset information requested from the household at any time after the Notice of Decision is issued and withdraw the Notice or reissue it with a new due date.
Send the Notice of Decision. Use templates in Chapter 10 of the City of Toronto RGI Administration Manual, Appendix 4, 5, 5 A or 5 B.
  • The Notice of Decision is prepared by (insert title)
  • The Notice of Decision is signed by (insert title)
  • The Notice of Decision is copied by (insert title)
  • The Notice of Decision is delivered by (insert title and method)
  • The copy of the Notice of Decision is filed by (insert title)
  • The deadline will be monitored by (insert title and method)

No Request for Review received.
Go to step 7.

Request for Review received.
Complete the review within 30 calendar days after receiving the request.

Reviews of the following decisions are carried out by the Housing Provider:

  • Size and type of unit that a household is eligible for
  • Amount of rent payable
  • Eligibility for special needs housing
  • Decisions about the Housing Provider’s Internal Transfer Policy
Notify the household of the decision of the review within 10 calendar days after the review has been completed. For details of timelines for reviews including timelines for review requests, see Chapter 7 Reviewing RGI in the RGI Administration Manual.
  • The review request will be received by (insert title)
  • The review will be conducted by (insert title)
  • The final decision of the review will be communicated to (insert title)
  • The review decision is prepared by (insert title)
  • The review decision is signed by (insert title)
  • The review decision is copied by (insert title)
  • The review decision is delivered by: (insert title and method)
  • The copy of the review decision is filed by (insert title)

Decisions reviewed by the City of Toronto’s Housing Stability Services Section

If you have issued a decision to remove eligibility for RGI assistance, a request for a review of the decision must be directed to the City of Toronto’s Housing Stability Services Section, part of the Shelter, Support and Housing Administration Division. If the household sends the request to you, you must forward it to Housing Stability Services Section.
The decision is final, go to Step 7.
Changes must be made if the final decision is that a household receiving RGI:
  • is not paying the correct RGI charge
  • is overhoused
  • is no longer eligible for special needs housing
  • is no longer eligible for RGI
If the new calculated rent is different than the current rent, adjust the rent ledger for the household to take effect on the date given in the Notice of Decision.
  • The rent ledger will be adjusted on the proper date by (insert title)
If the household is overhoused or is no longer eligible for special needs housing, it must be included on the internal transfer list (if there is an appropriate sized unit in the provider’s portfolio). If the appropriate sized unit does not exist an application must be sent on the household’s behalf to Access to Housing.
  • The household will be added to the appropriate waiting list by (insert title)
  • After one year on the internal waiting list the household’s application will be sent to Access to Housing by: (insert title)
If the household is eligible for special priority status they must be included on the internal list if there is an appropriate sized unit in the provider’s portfolio. If the appropriate sized unit does not exist, an application must be sent on the household’s behalf to Access to Housing.
  • The household will be placed on the appropriate waiting list by (insert title)
If the household is no longer eligible for RGI, adjust the rent ledger for the household to take effect on the date given in the Notice of Decision.
  • The rent ledger will be adjusted on the proper date by (insert title)

The template and letters provided will need to be customized to your organization. Once drafted and approved, keep documents current. Ensure that all correspondence to households about the annual review and RGI calculation:

  • includes the name of each resident of the household who is 16 years of age or older
  • includes the address
  • is dated
  • is signed
  • includes deadlines and effective dates
  • is copied and filed in the household file
  • is delivered to the household and the method, date and time of delivery are noted in the file

When processing all correspondence from households about the annual review and RGI calculation:

  • open all correspondence promptly
  • mark it with the date it is received
  • log the date and material received
  • copy and promptly return original documents that are to be returned to the household (such as benefit
    statements and drug cards)
  • staple all documents securely together