Page 51 - Solving Housing Disputes

degree of consensual outcomes, which would reduce the need
for possession orders. Ideally, qualitative measures should
also capture longer term outcomes for participants, perhaps
through follow up interviews 6 months after the conclusion
of the process.

User satisfaction Capturing whether users are satisfied with the process,
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potentially against procedural justice metrics.

Settlement The pilot should be evaluated for the percentage of disputes
percentage resolved at Stages 1-3 versus those requiring a Stage 4
adjudication. We would expect that the percentage of disputes
resolved at Stage 3 would be akin to the settlement rate
achieved by mediation elsewhere in the justice system.

Appeal percentage For pilot disputes which do not feature an automatic right of
review (possession claims and orders backed by penal
sanctions), there should be data on the percentage of disputes
which are appealed to the court or tribunal stage.
Vulnerability Data should be captured on user “vulnerability”, from self-
identification through HDS forms and from identification by
HDS officers. Data should also be captured on the percentage
of disputes where specific adjustments have been made, such
as the appointment of intermediaries, for user vulnerability.

2.76 Qualitative interviews should also be undertaken with professionals involved
in the pilot, independent lawyers and HDS officers, which capture their
experiences. Judges conducting reviews of HDS decisions through the pilot
should also be interviewed for their impressions of decision-making by the
HDS.

119 The British Columbia Civil Resolution Tribunal Participation Satisfaction Survey captures user
satisfaction against a range of metrics, including against professionalism of adjudicators, ease of use,
timely resolution, accessibility and fair treatment, https://civilresolutionbc.ca/participant-satisfaction-
survey-january-2020/

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