Ensured adequate investigation of excessive noise from elevators in tenant’s building

What happened

Susan is a senior living with disabilities who has lived in a high-rise rental apartment since 2011. She reported that the elevators in her building make excessive noise, which worsens her health conditions and disrupts her sleep. In 2021, she reported the issue to RentSafeTO, a bylaw enforcement program in the City’s Municipal Licensing & Standards division (MLS) that ensures apartment building owners and operators comply with building maintenance standards. Susan felt their response was inadequate. She later came to our office alleging that RentSafeTO inspectors had been negligent and improperly closed her complaint.

What we did

We reviewed Susan’s case and found that RentSafeTO had not adequately investigated her complaint and that its reason for closing her complaint was unclear. We provided feedback and recommendations to MLS on how to address the issue fairly and appropriately.

The result

We worked with MLS to develop a fair and reasonable plan to respond to Susan’s concerns. While Susan reports that the noise continues, we are satisfied that RentSafeTO has now taken the necessary steps to address her complaint.

Why this matters

Everyone deserves to feel safe and comfortable in their home. By reviewing Susan’s complaint and working with RentSafeTO to take appropriate action, we helped ensure that concerns about building conditions are handled fairly and in line with City rules.