13. Manage the Property During the Tenancy
Landlord responsibilities continue after the tenant receives the keys.
Create an organized system for rent payments, repair requests, emergencies, inspections, written notices, contractor appointments, utilities, insurance, property taxes, expense receipts, tenant communication, lease renewals, rent increases and seasonal maintenance.
Respond to repairs promptly
Separate emergencies from routine maintenance, but do not ignore either.
Emergency issues may include loss of heat during cold weather, a major water leak, flooding, fire damage, a gas odour, an electrical hazard, a broken exterior lock or a sewage backup.
Routine issues may include a dripping faucet, damaged screen or malfunctioning non-essential appliance.
The response time may differ, but the landlord should document the request and arrange a reasonable response.
Respect the tenant’s privacy
Once the tenancy begins, the property becomes the tenant’s home.
The landlord must comply with the applicable rules regarding permitted reasons for entry, written notice, entry times, emergencies, repairs, inspections, appraisals, insurance visits and showings.
Do not use a copy of the key to enter whenever it is convenient.
Establish a written communication protocol
A telephone call may be the fastest way to report an emergency or explain a problem, but important conversations should also be documented.
At the beginning of the tenancy, tell the tenant how to submit maintenance requests, emergency reports, questions about rent, requests for permission, complaints and other important communications.
Email, text messages or a tenant-management portal can create a useful record showing when an issue was reported and how the landlord responded.
However, do not refuse to respond to a serious repair or emergency merely because the tenant initially reported it by telephone. Send a follow-up message confirming what was discussed, what action will be taken and the expected next step.
Also distinguish ordinary communication from the formal service of legal documents. A text message or email is not automatically a valid method of serving every statutory notice. Provincial tribunal rules may require a specific form and an approved method of service.
A consistent written record may include the date and time of the report, a description of the problem, photographs or video, the landlord’s response, contractor appointments, entry notices, work completed and follow-up with the tenant.
If a dispute reaches a tenancy tribunal, dated written records can be easier to establish than conflicting recollections of a telephone conversation.
Conduct lawful inspections
Periodic inspections can help identify leaks, moisture, damage and safety concerns. They should not be excessive or used to harass the tenant.
Where permitted, an inspection may include checking smoke alarms, carbon monoxide alarms, plumbing, heating, moisture, doors, windows and general repair requirements.
Provide the required notice and identify the legitimate purpose of the visit.