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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 firstname.lastname@example.org 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
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.
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.
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.
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.
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.