Category: Conflict, problems, and mediation

Advice on resolving conflicts with your neighbours. If you need help, contact the Conflict Mediation committee. Subtopic of Community life

Reconciliation Bylaw #45

The Reconciliation Committee was renamed Conflict Mediation in 2025.
See  6 steps to repair.

WOODSWORTH HOUSING CO-OPERATIVE, INC.

RECONCILIATION BY-LAW (No. 45)

Passed at the AGM on 27 November 1996
(formerly the Grievance Policy and Procedure)
Amended by By-law No. 50 at the GMM on 22 November 1999;  Consolidated up to April 2010 and adopted by the members on September 30, 2010.
By-law and committee name amended, Sept. 30, 2010 By-law 69.

1. OBJECTIVE

As a cooperative community, it is our goal to live together harmoniously. When conflicts arise between members, we should strive to resolve them in a sincere and sensitive manner instead of allowing misunderstandings and personal differences to escalate. The grievance procedure is a means of resolving differences among members of the Woodsworth community which cannot be accommodated through other channels. This procedure should be used only when a member feels that his or her use and quiet enjoyment of the co-op are being unreasonably compromised and threatened by another member or by a member’s guest. The specific focus of this procedure is on complaints regarding interpersonal conflicts.

2. RECONCILIATION COMMITTEE

Relationship with the Board

The purpose of the Reconciliation Committee is to help resolve formal grievances to the satisfaction of all involved parties. If this is not possible, the committee may recommend further action, as appropriate, to the Board of Directors. The committee is not a disciplinary body or a ‘court of law’ within the co-op. It cannot take any disciplinary action against any member or members who contravene Co-op rules or regulations. It can only refer such cases to the Board for resolution.

Composition

 The Reconciliation Committee of the Co-op shall consist of seven voting members as follows:

(a) six members shall be elected at a general meeting, three each year, for two-year terms.

 (b) One director shall be appointed by the board of directors as its liaison and shall attend meetings of the Committee as a voting member.

Meetings

 Grievances shall be dealt with by duly called meetings of the Committee and the quorum for such meetings will consist of any four of seven Committee members.

Responsibilities

The Committee shall appoint a Chairperson and a Secretary from among its members. The Secretary shall be responsible for keeping proper minutes of the Committee’s meetings. The Secretary shall also be responsible for storing and maintaining the Committee’s files concerning the particulars and disposition of all formal grievances.

Conflicts of Interest

Members of the Reconciliation Committee who are directly parties to a complaint must step down from the Committee until the complaint has been resolved. Members of the Committee who have a conflict of interest in a dispute must declare that conflict.

Exclusion

The following type of cases shall not be dealt with by the Reconciliation Committee:

  • Cases Involving Other Co-op Bodies: The Committee is not authorized to deal with complaints against the staff, the administration, or the other committees of the Co-op. Such complaints should be addressed to the Board of Directors. Complaints that fall within the specific jurisdiction of another committee, especially with respect to by-laws, policies, and regulations as found in the Occupancy Agreement, should be directed to the appropriate committee or staff person.

  • Offenses Against the Law: The Committee will not proceed with a grievance if, after investigation, it considers that the matter should more properly be handled by the police or the courts.

  • Cases Requiring Professional Intervention: The Committee will not attempt to intervene, or to provide services, where an investigation indicates that help of a medical or social service agency or professional is indicated.

3. GRIEVANCE PROCEDURE

 The following steps shall comprise the normal steps of a normal grievance procedure:

Member’s Initiative

A Co-op member who has a grievance against another member must first contact that member in person — as soon as possible after the action causing the grievance has occurred — and attempt to resolve the grievance directly. The only exception to this requirement is where the member is certain, based on past attempts or experience, that such direct contact will be unsuccessful, or where the member genuinely fears that abuse or retaliation may result.

Filing a Grievance

 If the member’s direct initiative does not resolve the conflict, then the member should put the grievance in writing and submit it to the Co-op office, marked ‘Confidential — for the Attention of the Reconciliation Committee.’ The member would do well also to telephone a member of the Reconciliation Committee to alert the Committee to the fact that the grievance has been filed. The grievance should include the following information:

  • the name and unit number of the member filing the grievance;

  • the name and unit number of the person against whom the grievance is laid;

  • the nature of the alleged infraction or action causing the grievance, with as many facts and details as he or she considers necessary;

  • an account of the attempts that were made to resolve the grievance directly, or the reasons why such attempts were not made.

Committee Discussion

The Committee, having received a written grievance, shall review it at its next regular meeting and determine how to proceed. If the matter is urgent, a special meeting can be called at the discretion of the Chairperson.

Investigation

Providing that they are confident the complainant has made all the appropriate attempts at an amicable resolution of the problem, the Committee shall proceed to investigate the facts involved in the dispute. The details of the alleged offense, together with the attitude of the complainant, shall be investigated by means of personal interviews with (in the following sequence):

  • the complainant;

  • the person complained against;

  • any available witnesses.

These interviews shall all take place at the earliest possible opportunity. Normally, each interview which involves the principals to the dispute shall be conducted by at least two members of the Committee, each of whom shall be responsible for preparing a written report of the interview.

Review of the Investigation

The necessary interviews and investigations having been completed, it will be normal practice for the Committee to meet again in order to share the information acquired so far, and form an opinion as to whether the grievance is valid, in whole or in part. Note that the Committee members will not inform either of the parties of their opinion as to the validity of the grievance at this point.

Mediation

The Committee will next attempt to effect a resolution of the grievance. Normally, this will call for further interviews with the parties involved, either separately or in a face-to-face meeting. If a face-to-face meeting with both parties occurs, it will normally be held in a space that does not belong to either party involved.

Resolution

If a resolution is effected, this will normally end the process. In some cases, the members may agree that the Reconciliation Committee participate in some form of monitoring of the resolution reached.

If a Resolution Cannot Be Reached

If no resolution of the dispute has been effected by the meditation process, the Committee shall then re-examine the issue to determine whether, in its opinion, the grieving member’s use and quiet enjoyment of his or her unit are still being unreasonably compromised. If it decides this is the case, it will normally refer the grievance to the Board of Directors. If, however, the Committee feels that the grievance was of doubtful merit it shall so advise the complainant and inform him or her that the Committee is closing its file on the case. At the same time, the Committee shall inform the complainant that he or she has the right to appeal its finding to the Board of Directors.

Record Keeping

All particulars and minutes of meetings shall be kept strictly confidential and shall be disclosed only to the Board of Directors at their request. At the end of each year, and after consultation with the Committee, the Secretary shall précis and record the premise and conclusion of each grievance, to be kept in the files of the Reconciliation Committee and the members involved. This is to facilitate the resolution of future complaints that might involve any of the parties. All related testimony, documents and notes will be destroyed.

Consolidated up to April 2010 and adopted by the members on September 30, 2010.

The Reconciliation Committee was renamed Conflict Mediation in 2025.
See 6 steps to repair.

Need help or have a concern? Here’s where to start

Our housing co-op is a busy, vibrant community—with lots of ways to get your questions answered and your needs met. Here are a few places to start:

Thinking of writing to The Weekly?

We’re honored that so many members turn to The Weekly as a first step when raising concerns. While sharing your thoughts in our newsletter can help raise awareness, please keep in mind that it’s not part of the official complaint process—and often isn’t the most effective way to get things resolved.

We absolutely welcome opinion pieces from members! However, if your concern involves the Board, a committee, or Management, we ask that you first reach out to them directly. If Management isn’t able to resolve the issue, they’ll make sure it gets passed along to the right people—usually the Board. Thanks for helping keep communication clear and constructive!

🔹  Have a Human Rights Concern?

The Board of Directors has a legal duty to take action on human rights issues if they become aware of them—even if no formal complaint has been submitted—as long as there are reasonable grounds to believe a breach may have occurred.

If you’re experiencing a human rights-related issue, here’s what to do:

🔹  When (and How) to Contact the Board of Directors

The Board of Directors encourages members to contact Woodsworth’s office staff for most issues. Our staff are trained to handle nearly all administrative matters and have the tools to resolve most concerns efficiently.

If an issue requires Board attention, Management will forward it—along with the necessary background—to help ensure the Board can respond in a timely and informed way.

Please keep in mind:

  • The Board meets once a month.
  • It typically gets involved only in matters of overall co-op policy or when other steps have been exhausted.  Exceptions include human rights issues and complaints about Management or the Board itself.

Still need help?
The Board includes a Property Management Liaison who can:

  • Help with unresolved concerns involving the office or management company.
  • Step in when other efforts to resolve an issue haven’t worked.
  • If your concern hasn’t been addressed—or you feel it hasn’t been handled fairly—you can write directly to the Board. Drop a letter in the Board’s mailbox (2nd floor).

Want to get on a Board agenda?
Under the Organizational Bylaw, members can ask to add a topic to a Board meeting. To do this, send a letter or email to the Board and CC both the Manager and Admin.
Deadline: Correspondence must be received at least 9 days before the meeting date. Email the Board, and cc the Manager.

🔹  Incident Reports
If there’s been an accident or incident that the Co-op should address, please use the Incident Form.

Find it in the Co-op Forms section of the website or in the Photocopy Room.
Submit it by email (to Admin), hand it in at the office, or drop it in the office mail slot in the lobby.

🔹  Conflict with a Neighbour?
The Conflict Mediation Committee (Reconciliation) is here to help resolve disputes between members in a fair and respectful way.

Check out their helpful “Six Steps to Repair” graphic on the Co-op website.
Or contact them directly: woodsworthconflictmediation@gmail.com

🔹  Appeals
If you disagree with a decision made by the Board or Management, you may be able to appeal to the Board of Directors. Or, in some cases, to the membership at a General Members’ Meeting (GMM). The Occupancy Bylaw explains the full appeals process. Reach out if you need help navigating it.

🔹  Privacy Concerns
If you believe your privacy has been breached, please contact the Co-op’s Privacy Officer (PIPEDA)—a designated Board member. You can find more information in the Organizational Bylaw. Check the Board members on the website www.woodsworthcoop.ca for the Privacy Officer.

🔹   Maintenance Issues? Submit a Work Order

  • Use the online Maintenance work orders request module
  • Fill out a paper form from the Photocopy Room.
    Or be sure to include your unit number, phone number, and email address so you can receive updates.
  • Emergency Maintenance – On-Call
    For urgent issues after 5 p.m. on weekdays or anytime on weekends or holidays, call:
    📞   437-766-3145

    NEW!  On-Call phone number  – from Friday July 31, 2026  –(temporarily, the message will still say HomeStarts.)

    OLD On-Call phone number: 877-858-1110 ext 4

ℹ️ Looking for Information?

Guideline for Prohibited Conduct: Board policy 2020

At its August 19, 2020 meeting, the board approved a Guideline for Prohibited Conduct.

The Board took this step because the board is sometimes faced with instances of problematic conduct. Since eviction isn’t appropriate in many of these circumstances, they felt Woodsworth needed other tools to address them.

The new guideline is based directly on two sections from CHFC’s version 2 of the model Occupancy Bylaw. Our own newly adopted Occupancy Bylaw was based on version 1 and didn’t include these two sections.

The guideline is an extension of the existing section 7.1 (prohibited conduct) in our bylaw. It specifically identifies behaviours which are prohibited in that section, such as harassment. It also provides a tool for the board to use in some of these circumstances: no trespass notices. We did not change CHFC’s wording. We simply took that section from the version 2 model bylaw and adopted it as a guideline.

Please note that the guideline is clear that criticism of the board and management is entirely permissible if it is made in a reasonable and constructive way.

By and large, Woodsworth members live cooperatively and treat each other with kindness and generosity. Unfortunately there are exceptions. The board approved the guideline because we needed a framework to address these exceptions.

GUIDELINE FOR PROHIBITED CONDUCT

Approved by the Board of Directors on August 19, 2020

The following two sections are from Version 2 of the CHFC Model Occupancy Bylaw. In the model bylaw, they are labeled 7.9 Criticism of Board and Staff and 7.10 No Trespass Notices.

I.  Criticism of Board and Staff

Criticism of the job performance of the board of directors and staff is not harassment or a breach of section 7.1 (Prohibited Conduct) if it is made in a reasonable and constructive way. Examples of ways that are not reasonable or constructive include:

  • making complaints or requests in a loud or threatening or pressing manner
  • refusing to leave the co-op office or adjacent spaces when asked by staff
  •  making any kind of threat or taking any threatening action against directors or staff
  • making personal statements about staff or directors
  • making repeated complaints about things that are the same or similar
  • sending repeated e-mails or voicemails about things that are the same or similar
  • putting complaints on social media or in other public places
  • sending complaints to persons outside the co-op in order to embarrass the board or staff.

II.  No Trespass Notices

(a) Prohibited conduct or violence

The board of directors can issue a No Trespass Notice in order to prevent or control prohibited conduct or violence.

(b) Limits

A No Trespass Notice to a member, someone in a member’s household or a board-approved sub-occupant can forbid that person from being on parts of the co-op property other than the member’s unit and the access to the unit. A No Trespass Notice to anyone else can forbid that person from being on co-op property.

(c) Right to review

A member can ask the board of directors to reconsider a No Trespass Notice that affects the member or the member’s household, sub-occupants or guests. The request to reconsider has to be delivered to the co-op office within five days after delivery or posting of the No Trespass Notice. The request must be signed by all co-op members in the household. The member will be given at least ten days written notice of a board meeting for reconsideration. The member can be present and make submissions with or without a representative. The board’s decision will be final and cannot be appealed to the membership. The No Trespass Notice will remain in effect during the reconsideration process unless the board decides to suspend it.

(d) Additional reviews after one year

A member can ask the board of directors to reconsider a No Trespass Notice one year after it was issued or one year after the last requested review—whichever was later.

The request to reconsider must be signed by all co-op members in the household. The member will be given at least ten days written notice of a board meeting for reconsideration. The member can be present and make submissions with or without a representative. The board’s decision will be final and cannot be appealed to the membership. The No Trespass Notice will remain in effect during the reconsideration process unless the board decides to suspend it.

(e) Enforcing No Trespass Notice

The board of directors or co-op staff can take any appropriate action to enforce a No Trespass Notice. A member cannot invite or permit someone to be in the member’s unit or on any part of co-op property if it would be a breach of a No Trespass Notice.

Board of Directors