Developed by the City of Toronto

A documented process for filling RGI units outlines the steps that you take to rent a unit to an RGI household. The process starts when you first receive notice from a household that it is moving out, and ends when the lease or occupancy agreement is signed.

It is important to keep all your units occupied so that you do not lose revenue by incurring vacancy loss. You can avoid unnecessary vacancies by developing and adhering to an ongoing marketing strategy for your market units and by developing clear procedures to follow when filling an RGI unit. Keep in mind that you must always follow rules set out in the Housing Services Act (HSA) and City Guideline 2012-1 when selecting a household for an RGI unit.

Sample Process Template

  1. Receive notice of vacancy
  2. Get Unit Ready
    1. Notify maintenance staff (immediately).
    2. Send letter to household acknowledging the notice, confirming the move-out date, and booking pre-move-out inspection (as soon as possible).
    3. Book move-out appointment with household for return of keys, and move-out inspection. (give as much notice as possible).
    4. Conduct move-out inspection. Receive keys, and have household member(s) sign off on final inspection

Rent vacancy – Internal Transfer

Compliance with legislation
1. Review internal transfer list. If unit is suitable for household on internal transfer list (SPP or Overhoused household) make offer. If there are no eligible internal transfer (SPP/Overhoused) households, offer to another internal transfer household, or make decision to offer to an outside applicant.

Rent vacancy

1. Check Targeting Plan and make decision to offer to market household or RGI.
2.  If RGI, is it internal or external?
3. If decision is to rent to market, see Corporation’s Marketing Policy.
4. If decision is to rent to RGI, add vacancy to the Housing Connections Vacancy Management System.
5. Run the waiting list for the vacancy.
6. Select applicant for offer, according to the City’s Local Priority Rules, City Guideline 2003-4.
7. Call applicant. If leaving message, give 48 hours* for applicant to return call.
8. Match applicant to vacancy so that applicant is removed from subsidiary waiting list(s) while waiting for response.
9. Book appointment to show unit, if applicant is interested. Give applicant 48 hours* to view unit.
10. If applicant not interested in viewing, or doesn’t return call within 48 hours*, Withdraw or Refuse offer on system. Record reason(s) on the system. Start offer process again.
11. For interested applicant, once they have viewed the unit, give them 48 hours (suggested time frame) to make decision. If they decide not to accept, follow Step #9. If they want to accept unit, update system to Verbal Acceptance, and make appointment for leasing interview.
12. Make final decision about occupancy date based on unit issues and when the household can move in.
13. Sign lease, arrange for applicant to pick up keys, and update Housing Connections system to Accepted status.