Resident Guide

From purchase to profit.

Resident Guide

Download the mobile app today!

Resident Portal Overview

Our online portal is your all-in-one solution for all your tenant needs. Your account is created at the beginning of your tenancy. You can access your account by clicking on the link below. Your login details are your emails and the password is generated by the system. A link is sent to you at the time of the setup. If you do not have your password, you just need to click on the link “Forgot password” and follow the instructions. If you need assistance, please send us an email at info@bolld.ca and we will be happy to help you.

How to Setup Online Payment

After clicking on the button you will be directed to the “Make a payment” section as shown in the video below. Your banking information is entered by you and secured. We do not have access to your banking information. Due to credit card charges, we only accept ePayments from your bank account. It is absolutely free. Here is how you do it:
Choose Pay with eCheck
Enter the amount
Enter the date of the payment (date when the payment is due)
Enter the frequency – you can either choose a one-time payment or set up a monthly automatic payment (for example for a monthly payment of the rent)
Enter the account owner name as per the information on your cheque
Choose the account type (checking or savings)
Enter transit number – always 5 digits (view help)
Enter the institution number – always 3 digits (view help)
Enter the account number – length varies between 6 to 15 digits (view help)
Check “Save my Banking info for next time” for future payments
Click on review
Confirm payment
Send yourself a receipt

How to Review Documents

All your documents are accessible via your profile. Click on the button “Documents” in the top right corner of your screen on your profile page.

Generally, we upload:
Your Tenancy agreement
The Move-in inspection report
Strata bylaws if applicable

You can view or download the documents from the “Documents” screen.

How to Purchase and Submit Tenant Insurance

In order to protect both your home and your property, tenant insurance is mandatory as per your tenancy agreement. Please make sure you upload the insurance as per the video below. There are plenty of insurance coverages to choose from. If you have not had a chance to purchase insurance you can purchase your insurance from one of our partners at a discounted rate.

Click HERE to purchase your insurance

How to Submit a Request

Maintenance and Related Requests
If you are having any issues at the property, you have a few options on how to submit your request.

If it is an emergency, please call 855-266-8588 immediately. Our phone line is available for emergencies 24/7 365.

For non-emergency requests please use the form on our website. Please keep in mind that most of the maintenance contractors work during regular business hours, usually Monday to Friday between 9 am to 5 pm. Service calls outside of business hours are generally very costly.

If you would like to be kept up to date with the progress of addressing your request, you can submit your request via your profile on our residential portal through the message section as shown below. All updates will be shared with you in real-time.
If you have more than one issue, please write us a separate message for each one of your requests. The message allows you to attach documents or pictures. It is always helpful to send us a picture of the problem. It helps the contractor to address the issue more efficiently. Good examples of pictures would be a model number of an appliance or general pictures of the problem.

We do understand that most of us work during business hours and it might be a challenge to accommodate the contractor’s availability. We have a relationship with all the contractors we send to your home. If you are not able to be at home, please do indicate in the form that you authorize us to enter your home in your absence. The landlord is entitled by law to access your home for maintenance purposes by serving you a 24 hours notice. We wish you to be comfortable in your home and we keep this process as transparent as possible and we will always provide you with proper notice in advance.

You can access the form by clicking on the link below or log into your profile on our resident portal.

Ending Tenancy

Prior to submitting your notice to end the tenancy, please review your tenancy agreement (refer to the section “Documents” above). As per the Residential Tenancy Act, you are required to serve a one-month notice prior to your move out.

Ending the Tenancy Guidelines (as per Residential Tenancy Act)
The end of the tenancy date must be set for the last day of the month.
You are required to accommodate showing times for us to be able to re-rent your home.

You must vacate the already cleaned premises by 1 pm on the last day of the month
Your security deposit will be returned directly to your account within 15 business days from the date you provide us your forwarding (new) address. Please note that the landlord is not obligated to return your security deposit until the forwarding address has been provided.

Ending the Tenancy Prior to the End of the Fixed Term

We do understand that sometimes our life circumstances change and we are not able to complete the fixed term of the tenancy. There are few things to consider when ending a tenancy prior to the expiry of the fixed term:

You are responsible for the rent until a new qualified tenant is found or until the end of the fixed term, whichever occurs first

The landlord is required to mitigate your damages by actively looking for a new tenant. We do encourage you to spread the word among your friends and actively look for a prospect.

You are responsible for the payment of a fee called Liquidated Damages. This covers the cost of re-renting the place. We do not charge the owner a fee if the tenancy is terminated prematurely and we do need to work and incur expenses in the process.

You can submit your notice to end the tenancy by clicking on the link below.

Notice to End your Tenancy

Cleaning your Home before the Move-Out Inspection

At the time of the move-out inspection, your home needs to be fully cleaned. The simple way to think of it is to think about how clean would you want to have your place cleaned at the time of your move-in. Often we have a tenant moving in the same day following your move-out. If your place is not fully clean, we need to hire professional cleaners, and the bill will be deducted from your security deposit. The typical hourly fee is between $35 to $50 per hour. If you would like to have a stress-free move-out, we can arrange professional cleaners for you. It will be our responsibility to make sure the cleaners do a proper job. Professional cleaners address move-out cleaning regularly and have the proper tools and supplies to get the job done.

Please review the cleaning guidelines below to see what the requirements are. It is a useful tool to make sure that you do not miss anything. You can also share the link with the cleaners that you hire.

Move-out Guidelines

Understand your Rights- The Tenant & Landlord Guide
Are you wondering about your rights as a tenant? The Residential Tenancy Branch has prepared a guide for the landlords and tenants to help them understand their rights and responsibilities.
You can download the guide above at the top of your page.

FAQs

Before Move-In

What is the Best Way to Contact You?

Our client support team is always ready to help and address any inquiries regarding your tenancy or maintenance for the property.

For maintenance, please report through our resident portal so that our team can handle and arrange for repairs through your open request.

For all questions tenancy-related, please also inquire through our resident portal so that our team can source and reference the necessary records for your lease.

For all emergencies, including personal safety, gas/water leak, fire, lockout, please call us at 855-266-8588, or text us at the same number and reference emergency. Once contacted, our team will reach out to address the emergency request with you.

How Do I Apply for a Place I like?

Please submit our standard application form available [HERE]. Our application screening is on a first-come, first-serve basis, so we recommend applying as soon you are interested in a place.

What Do You Need From Me to Apply?

We will require that you submit proof of income, landlord references, and employer references. Please also submit a recent credit report to support your application. Proof of income may include an employment letter or recent period paystubs. If you are self-employed, a prior period tax return to demonstrate earnings will be needed. If you owned your previous residence, proof of homeownership would be needed in place of a landlord reference. All information is submitted to us in confidence and will be used solely for tenancy screening.

How Long Does It Usually Take to Approve My Application?

You should be hearing from us within 24 hours of submitting your application. As soon as we receive your application, our team will complete our necessary landlord, employment, credit, and background checks. When we can approve and qualify all references and records, we will pass your application onward to the landlord for approval. The importance is making sure that your references are available to provide us with third-party verification to support your application.

How Long is the Standard Contract?

Our properties are generally long-term rentals with a standard fixed term of 12 months and an automatic renewal into an at-will or month-to-month tenancy at the end of the term.

If the term offered by the landlord is shorter or longer, this will be specified in the ad for the property.

Who Pays for the Utilities and How Can it be Set up?

If utilities are included in the rent, any or all utilities will be specified as included in the tenancy contract.

Utilities may include electricity (BC Hydro or Enerpro), gas (Fortis BC), water, Internet, or cable.

To set up utilities, you will need to contact the related service provider to set up a new account and billing for the property. You can visit the following links to set up new accounts. (For Enerpro, this provider services newer apartment buildings and charges to the property owner’s account. Related expenses may be charged back to you.)

Fortis BC
BC Hydro
Rogers
Shaw

If utilities are included in the contract, the landlord will take care of maintaining the utility account.

How Do I Schedule My Move-In?

There are two parts to managing your move-in.

First, you will need to book the elevators with strata who manage apartment buildings, and the booking requirements will be specified as per strata or building bylaws and rules. You will need to contact the strata or building manager directly.

The other part is confirming a move-in inspection date with us. This date will coincide with the day that we provide you with the keys and official possession of the home.

Do I Need to Book the Elevator for Move-In?

Yes, if you will be moving into an apartment building, strata or building management will require that you book the elevators for move-in. The booking requirements will be specified per strata bylaws or rules, and you will need to confirm with the strata or building management.

Who Pays the Move-in Fee?

The move-in fee is charged by strata or building management for a change in occupancy at the property and will be your responsibility to cover. The fee will be charged at the beginning of your lease and registration with strata. You will submit payment directly to strata or building management at the beginning of your residency. Alternatively, we may arrange to collect the fee as specified within your tenancy agreement and submit it to strata on your behalf.

Is there a Move-out Fee?

Some strata or building management may also require payment of a move-out fee upon the end of your tenancy. If a move-out fee is charged, this will be specified in the strata bylaws and rules.

Do I Need Insurance?

Yes, tenant insurance will be required to provide coverage for your personal belongings and third-party liability. Minimum insurance coverage will be specified per the terms of tenancy.

If you do not have a provider in mind, we recommend considering Square One insurance.

What if I Disagree with the Inspection Report?

If you disagree with a move-in condition report, please provide us with details and photos for items as soon as you notice them. Our inspection reports include photographic details for easy reference, so if anything is missed, please let us know, and we will review and include details as needed in our records.

If you disagree with a move-out condition report, our team will need to follow up on disputed particulars before processing the security deposit.

Can I get a Pet?

Unless agreed upon and included in your tenancy agreement, you will need written approval from the landlord and a signed written agreement if you want to consider getting a pet. Generally speaking, if a pet is included in the tenancy, a pet deposit equal to a half month’s rent will be collected. A pet agreement specifying the permitted pet will also be drafted and signed. A formal request for approval by the landlord may be submitted through our resident portal.

Can I Have a Roommate?

Our tenancy agreement will specify the registered and permitted occupants for the tenancy. If you want to include an additional resident or roommate, you will need to have approval by the landlord, approval not to be unreasonably withheld. We will sign a tenancy addendum with you, and you may also need to pay an additional occupant fee as per the terms of your tenancy.

How Much is the Security Deposit?

The security deposit for the tenancy will be equal to a half month’s rent.

When Do I Pay the Rent?

As per the terms of tenancy, rent is due on the first of each month.

How Can I Pay My Rent?

Payments are online through our resident portal. You may arrange to set up auto-payments from your bank account through your resident account. There are no additional fees or charges for this service.

Do I Get a Copy of the Building Bylaws?

Yes, we will provide an electronic copy of the building or strata bylaws and rules to ensure you are aware of all building rules affecting your residency. Some standard rules to be mindful of include move-in and move-out procedures, related change-in-occupancy fees, and use of common areas, including underground parking.

During the Tenancy

How Do I Pay My Rent and When?

Rent is due on the first of the month and can be paid online through our resident portal. You can set up auto-payments through your resident account. Please visit our Resident Portal Overview tab to learn how to set up payment.

How Do I Contact My Landlord?

Your primary contact will be with us as the representative agent for the landlord. We act with fair representation and under express instruction from the landlord.

For maintenance and tenancy-related requests, please submit inquiries to our team through our resident portal. Our team will communicate with the landlord and make all necessary arrangements to address and resolve your inquiries.

Are Routine Inspections Mandatory?

As part of our diligence and management agreement with our property owners, we will conduct quarterly inspections of the property.
Routine inspections will be conducted in-person or virtually, and we will provide you with notice in advance of our in-person inspection visits. If the inspection is done virtually, we will coordinate a time that works for you.

What If I Cannot Pay the Rent on Time?

Timely payment of rent is a material term of your tenancy agreement. Unless there is an express agreement with the landlord, the expectation will be that rent is paid on the first of the month. If circumstances may prevent the timely payment of rent, we advise that you inform our office in advance to ensure timely communication and follow-up from the landlord. Please note that the landlord may choose to exercise all available remedies to enforce unpaid rent.

How Do I Get Maintenance Arranged?

Our client support team will handle all maintenance requests, and we will ask that you submit all inquiries through our resident portal. Our team will work and arrange for all needed repairs through your open request.

If it is an emergency, such as a water or gas leak, or fire, please immediately call 9-1-1 for a fire or gas leak which poses an imminent risk. Please call our office at 855-266-8588 for all emergencies so that our team can communicate with you to address the emergency.

Who Pays for the Repairs?

Normal wear and tear happens and will be the responsibility of the landlord to cover related costs.

If any repairs conclude from improper or negligent use or damage, repair costs will be your responsibility. Issues such as congestion of plumbing will generally be the tenant’s responsibility.

What If I Want to Have a New Roommate?

All registered tenants and occupants will be specified and included in terms of the tenancy agreement. If there will be a potential change in occupants or tenants, express written approval and agreement with the landlord will be required. If there will be an additional occupant, an additional monthly charge may be collected per the tenancy terms.

Can I Sublease or Sublet the Home?

Subleasing or subletting the home will require express approval and a written agreement with the landlord. The agreement will be for an assignment of your tenancy, including the held security deposit to a new tenant. The landlord will not unreasonably withhold approval if more than 6 months are remaining under the fixed term of your tenancy and the tenant assignee meets our tenant screening criteria. However, please note that the landlord is not obligated to consider your request if less than 6 months remain.

Can I Rent My Home on Airbnb While I Am Away?

Your tenancy agreement stipulates that short-term rentals are prohibited for the property. The reasoning for this prohibition is due to building-wide prohibitions against short-term rentals, the lack of coverage under landlord insurance for non-registered residents for the property address, and the requirement to have a registered business license with the City of Vancouver. Any violation of this tenancy prohibition term may expose you to both city fines and fines for strata bylaw violations.

Ending Your Tenancy

How Do I End My Tenancy?

We will require written notice served by mail to our registered mailing address or submission of our official end of tenancy form.

In line with tenancy guidelines, tenancy needs to be served 1 month in advance of your vacancy date, and notice will need to be served on or before the end of the preceding month to take effect at the end of the current month. If you serve notice on or after the 1st of the month, your notice will be considered to take effect at the end of the following month. i.e., if notice is served on or after January 1st, it will take effect at the end of February.

What If I Need to Terminate My Tenancy Early?

If you need to terminate your tenancy early, please provide formal written notice to us. Please note that we will advertise the property as available upon your vacancy date. You will remain liable for the remainder of the fixed term for your tenancy until we can place a new tenant to take over your tenancy. As per our tenancy agreement, you will be responsible for a liquidated damage charge to cover our costs of advertising and securing a new tenant to take over the tenancy. The landlord also has the discretion to charge you for lost rent due to an adjusted rent under a new tenancy.

How Do I Schedule My Move-Out?

There are two parts to managing your move-out.

First, you will need to book the elevators with strata, and the booking requirements will be specified as per strata or building bylaws and rules. You will need to contact the strata or building manager directly.

The other part is confirming a move-out inspection date with us. This date will coincide with the day that we secure back the keys and possession of the home.

Do I Need to Book the Elevator?

Yes, strata or building management will require that you book the elevators for moving out. The booking requirements will be specified per strata bylaws or rules, and you will need to confirm with the strata or building management.

Do I Need to Pay the Move-Out Fee?

Some apartment buildings will require payment of a move-out fee, and this charge will be specified per the strata or building bylaws and rules. If there is a move-out fee, you will need to pay the fee directly to strata or building management.

Can You Give Me a Landlord Reference?

Our client support team would be more than happy to provide you with a reference.

Do I Need to Hire Professional Cleaners?

Per tenancy regulations and guidelines, the property will need to be returned to us in a cleaned condition. We recommend using professional cleaners to ensure that standards are met, including removing food and other general residues. If the unit requires additional cleaning upon move-out, we reserve the right to hire professional cleaners and ask you to cover the charge from your deposit. The general reference to keep in mind is what condition you’d expect when moving into a property. The state that you leave the property will be that which a new tenant would be moving into.

What Do I Need to Clean Before My Move-Out?

Food and all other general residues will need to be removed from all surfaces.

Surfaces in the kitchen, including appliances such as the stove, oven, hood fan, refrigerator, dishwasher, and microwave, will need to be cleaned.

Surfaces in living areas, including window coverings, may need to be cleaned.

Bathroom surfaces, including plumbing fixtures, shower tiles, bathtub, toilet, mirrors, and sink vanity, will need to be cleaned.

Flooring throughout the unit will need to be cleaned.

Do I Need to Shampoo the Carpets?

Yes, for general hygiene, and as per our tenancy agreement, we will require you to arrange for shampooing of the carpets upon the end of your tenancy.

When Do I Get My Security Deposit Back?

We will arrange to return your security deposit within 15 days after your move-out inspection date and when you provide a forwarding address. The security deposit will be returned as detailed and agreed upon per our move-out condition report. If there are any deductions, this will be agreed upon and signed off by you within the condition inspection report.

What If I Disagree with the Move-Out Report?

If you disagree with the move-out report, our office will need to follow up with you post move-out to process the return of your security deposit. If we cannot agree on applicable repair and/or cleaning deductions and charges as outlined per the move-out condition report, the landlord reserves the right to pursue amounts deemed owing through the tenancy branch. If a landlord files a claim, the landlord will hold the security deposit until the tenancy branch issues a formal decision after an arbitration hearing.

How Do I Properly Serve My End of Tenancy Notice?

Please check your Tenancy Agreement for the stipulated end of the tenancy. Please check the field, if the date of your desired move out is before the stipulated date of the end of the tenancy. We accept electronic submission for end of tenancy notices https://bolld.com/tenancy-end-notice

Please make sure you are serving the notice on time. As per the Residential Tenancy Act, the notice is not considered received the same day when it’s served, if served electronically. If you are serving the notice via email or via this form electronically, by law the notice is considered served 3 days later. For example, if you would like to serve the notice for the 30th of the month, you should be serving the notice by the 27th of the month at the latest.

Please review the rules and methods for serving the notices during notices here: https://www2.gov.bc.ca/gov/content/hou…ng-tenancy

What is FAQ?

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.

What is FAQ?