The following is a list of most frequently asked questions from Residents. If your question isn't addressed within the following, please feel free to contact your local site office, or head office.
If you have a customer service request, please feel free to call our toll-free Customer Service line between 8:30am-5pm at 1-855-258-6011
If you have an after hours emergency maintenance issue please call our After Hours Emergency Line at 1-877-728-3003 for immediate assistance.
Q: I'm interested in knowing more about your available apartments for rent. Where would I find more information about them?
A: A list of our current available apartments is available here, where you can search by area and price range. If you would like more information or to book a viewing of a particular building, please feel free contact the Customer Care Coordinator listed on the building search page.
Q: What information do I need for an application to lease a unit?
A: In order to apply for a unit, you will need to provide the following to your Customer Care Coordinator:
- Last month of rent, paid as a deposit (payable by Debit, Certified Cheque, or Money Order)
- Two pieces of photo identification
- Proof of income
- Crime-free certification (if applicable to unit)
- A guarantor may be required
- Application to Lease form filled out, front and back, by all applicants (including, if necessary, the guarantor)
Q: What methods of payment do you accept for rental payments?
A: Your rent is due on the first (1st) of the month, every month of your tenancy. The best method of payment is to provide a void cheque or Pre-Authorized Debit form (obtained at your bank), and we will automatically debit your account on the first banking day of each month. Alternatively, we accept debit, cheques, postdated cheques, money orders, and certified cheques at all of our area site offices. Please ensure that the address, including building and unit number are included on any form of payment. We can only accept rental payments from those whose names are on the lease. Please note: we do not accept credit or cash.
Q: Do you issue rental receipts for tax purposes?
A: Definitely! Call your area site office, and they will arrange to have them sent to you.
Q: I have a maintenance problem with my unit, who do I need to contact?
A: For all maintenance requests, please submit a maintenance request through our Resident Portal. Alternatively, you can contact your Property Manager by phone or Email!
If you have an emergency maintenance issue between the hours of 5:00pm - 8:30am or on weekends, please contact our After Hours Emergency Line at 1-877-728-3003.
Q: I want to move out of my apartment, what do I need to do?
A: In Ontario your written notice must be provided 60-days prior to your intended move-out date. This will always fall on the first of the month. Any variances or deviations from this should be addressed with the appropriate leasing adminstrator.
Please Note: The termination date MUST be in accordance with the last day of your lease agreement, if you are not already a month-to-month tenant.
In Quebec should resident(s) need to vacate at expiry of term, the resident must provide the Landlord with 90 clear days notice in writing no later than the 1st of the month.
***** Quebec residents: For other request to terminate, please communicate with your site office directly *****
Written notice to terminate a lease must be submitted to your leasing admin. It can be sent by email, fax, or mailed to your area site office. It must include:
- Name/signature of all lessees' (excluding guarantors)
- Address for termination, including building and unit number
- Date you wish to terminate
Q: I have a customer service concern, who should I contact?
A: We value your feedback. All customer services concerns need to be submitted in writing, either by email, fax, or direct mail to our Head Office. We cannot address any concerns without having a written copy submitted. The customer service concern will then be forwarded to the appropriate management team.
Contact Head Office At:
485 Bank Street, Suite 200
Ottawa, ON K2P 1Z2
Q: I received an N4 Notice to End a Tenancy Early for Non-payment of Rent, what does this mean?
A: If you have received an "N4 - Notice to End a Tenancy Early for Non-Payment of Rent", this means your rent for the corresponding month was outstanding and we had no record of payment at the time the notice was issued. This is a first warning for a late rental payment. Please ensure that the balance listed on the notice is paid in full by the due date, or legal action may be taken with the Landlord and Tenant board. Payments can be made at your area site office.
If you believe you have received the notice in error, please contact your area site office and speak with your leasing administrator.
For all other inquiries, please feel free to contact your local site office, for which the contact information can be found here.