Customer Care
Something needs fixing?
Report a repair or give notice online, with photos, at any hour. It becomes a ticket against your unit and you are emailed at every stage — not an email into a shared inbox somebody has to notice.
What you can do
Two things, both online.
Report a repair
Pick your building and unit, describe the problem, and attach photos — a picture of the leak saves a visit to come and look at the leak. Choose when we may enter, and sign the entry notice on screen.
Report a repairGive notice and book your move-out
Give your notice and book the move-out inspection in the same step, choosing a date and time that suits you. You get a written confirmation of both.
Give noticeLive — this is the real form, not a demo
What to report it as
Pick the closest one — we will sort it out.
- —Plumbing
- —Electrical
- —HVAC
- —Appliance
- —Structural
- —Pest
- —Other
There are two priorities: normal, and urgent for anything involving safety or a loss of utilities. Urgent requests are flagged the moment they arrive rather than sitting in a queue behind a dripping tap.
Entry
You choose when we come in.
British Columbia law requires written notice before a landlord enters a home. Rather than posting a paper notice on your door, the request form asks when suits you and generates the notice from your answer — you sign it on screen and it is emailed to you.
The options are anytime during business hours, mornings, afternoons, evenings, or call me first. Whichever you pick is what the notice says and what the trades are told.
- ✓Anytime during business hours (8am–5pm)
- ✓Mornings (8am–12pm)
- ✓Afternoons (12pm–5pm)
- ✓Evenings (5pm–8pm)
- ✓Please call first
After you submit
You are told what is happening.
Your request becomes a ticket against your unit in the same system the maintenance team works from, so nothing depends on somebody remembering to forward an email. You are emailed when it is received, and again as it moves — including your signed entry notice, and your move-out inspection confirmation with the date and time you chose.
Emergencies
A flood at midnight is a phone call, not a form.
For anything involving fire, flooding, gas or a threat to safety, call rather than submitting a request. Fire, police and ambulance is always 911.
Homeowner rather than tenant? Customer Care.
Content required
An after-hours emergency number. The line above is the office line during business hours, and this page currently sends a tenant with a burst pipe at 2am to a phone that will not be answered — the single most important gap on it. Also missing: a link to the tenant portal that the live community pages advertise, and plain statements of the pet, parking and guest policies, which tenants ask about constantly and which exist in leases rather than anywhere a resident can look them up.