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Metropolitan Tenants Organization reports fewer hotline calls year‑to‑date; committee considers continuing walk‑in pilot with adjustments
Summary
MTO reported a 35% drop in call volume in January–May 2025 versus 2024; committee discussed shifting walk‑in hours timing, prioritizing Evanston residents, adding appointment or call‑in options, and directed staff to continue the pilot administratively while refining outreach and metrics.
Evanston — The committee received reports Tuesday from city staff and the Metropolitan Tenants Organization (MTO) on landlord‑tenant service activity and a recent walk‑in hours pilot held at the Evanston Public Library.
What happened: Anna Elizaraga, housing and economic development analyst with the city’s Community Development division, presented comparative call data from MTO. She said hotline call volume from January through May 2024 totaled 280 calls; in the same period in 2025 MTO logged 182 calls—a 35% decrease. Elizaraga said call volume usually rises approaching typical summer lease‑turnover season.
Why it matters: MTO’s services—hotline, 311 intake and outreach—are the city’s front-line resource for tenants and landlords seeking information on leases, maintenance, evictions, lockouts and utilities. Committee members said access to timely assistance is especially important during lease transitions and for tenants facing safety or eviction risks.
Ke…
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