Our Customer Care Department's mandate is to provide information and deliver superior customer service. Please take advantage of our contact form for any questions or warranty claims.
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Our Customer Care Department’s mandate is to provide information and deliver superior customer service
FAQ
Our frequently asked question section offers tips and solutions to some of the most commonly asked questions we’ve received, ones that will help you learn, live and manage your new suite.
My Smoke detector is beeping
During the warranty period please contact the Customer Service Team.
After the first year of occupancy this is a Home Owner maintenance responsibility. If at this time, you need assistance with this please contact your Property Management team.
Can I put something under my entry door?
-No, impeding the air flow through your front entry door is not permitted, as that will result in grave consequences for the internal environment. As well, any tampering will result in nullification of your Tarion Warranty.
*Tarion warranty applies only to homes built in Ontario
What should I do with my pets or if I need assistance during a fire alarm?
When you take possession, please register your pets and any special needs with Property Management. When emergency responders arrive, they will seek this information out.
What should I do when the fire alarm is activated?
-Please wait for the announcements from your Concierge and follow the instructions.
-Please contact your Property Management for more information regarding fire alarm protocols.
When the fire alarm activates, why does the concierge not answer the phone?
-Your Concierge team is directly involved in the fire alarm protocols. and may not be able to answer phone calls.
-Announcements and directions will be made over the P.A system.
When the fire alarm goes off, why does it go continuously?
The fire alarm is controlled by the responding services (the fire department), they are the only ones with the authority to turn it off. Under most circumstances, the alarm will be turned off once the investigation into the alarm is complete, the building is safe and it is determined that there is no threat to the building.
Can I cover the speaker in my unit?
No, the loudspeaker in your unit is there for your safety and is an important part of the emergency/safety system in your suite. You must not tamper with it or any other safety item in your unit.
Where can I get more information regarding emergencies?
Your Property Management team may have their own protocols regarding emergencies and how to respond. Contact your Property Manager to get more on managing emergency situations. (General info is also in your Home Owner manual.)
The plugs in my kitchen/bathroom are too hard to plug in
Most outlets are designed to be ‘tamper proof’ as a safety measure as per the Ontario Building Code. If you feel the plugs are excessively difficult to use, please fill out a service request form and we will review this as soon as possible.
*See Homeowners Manual
The plugs in my kitchen/bathroom are not working
-First, check the GFI, if the button is popped out, reset it by pushing the button in
-If the plug will not reset, check the breaker panel
-Locate the breaker which is in the off position, if the breaker is in the middle position and no longer aligned with the other breakers
-Unplug any items that are plugged into the outlet served by the breaker. This should be done to avoid a power surge
-Switch the breaker to the ‘off” position, and then switch it back to the ‘on’ position to restore power.
-If this does not resolve the problem, please contact your concierge for assistance.
-If you feel plugs are excessively difficult to use, please fill out a service request form and we will review this as soon as possible.
*This only applies to units in Ontario
My dryer does not work, what do I do?
-First, check your manual to ensure that you are operating it correctly
-Second, confirm that there is power to the appliance. All appliances have lights, if the lights are not on, check the breaker. The breaker should be in the ‘on’ position.
-If this is all in order and the appliance is still not working, please fill out a service request and we will review this as soon as possible.
My Freezer does not work, what do I do?
-First, check your manual to ensure that you are operating it correctly
-Second, confirm that there is power to the appliance. All appliances have lights, if the lights are not on, check the breaker. The breaker should be in the ‘on’ position.
-If the appliance is still not working, please fill out a service request and we will review this as soon as possible.
My Fridge does not work, what do I do?
-First, check your manual to ensure that you are operating it correctly
-Second, confirm that there is power to the appliance. All appliances have lights, if the lights are not on, check the breaker. The breaker should be in the ‘on’ position.
-If the appliance is still not working, please fill out a service request and we will review this as soon as possible.
My dishwasher does not work, what do I do?
-First, check your manual to ensure that you are operating it correctly
-Second, confirm that there is power to the appliance. All appliances have lights, if the lights are not on, check the breaker. The breaker should be in the ‘on’ position.
-If the appliance is still not working, please fill out a service request and we will review this as soon as possible.
My stove does not work, what do I do?
-First, check your manual to ensure that you are operating it correctly
-Second, confirm that there is power to the appliance. All appliances have lights, if the lights are not on, check the breaker. The breaker should be in the ‘on’ position.
-If the appliance is still not working, please fill out a service request and we will review this as soon as possible.
My microwave isn’t working, what should I do?
-First, check your manual to ensure that you are operating it correctly
-Second, confirm that there is power to the appliance. All appliances have lights, if the lights are not on, check the breaker. The breaker should be in the ‘on’ position.
-If the appliance is still not working, please fill out a service request and we will review this as soon as possible.
I installed a light, but the light switch on the wall does not work
-The installation of new lighting can be complicated in new condos. New installations must be done by a licensed electrician.
-Please fill out a service request and we will review this as soon as possible.
My faucet is leaking, what do I do?
Any concerns regarding water supply or leaks should be reported immediately to the Concierge.
The stopper in my sink or tub does not work, what do I do?
Please fill out a service request and we will review this as soon as possible.
Water is spraying out around my shower head, what do I do?
Any concerns regarding water supply or leaks should be reported immediately to the Concierge.
I don’t have any cold water, what should I do?
Any concerns regarding water supply or leaks should be reported immediately to the Concierge
I don’t have any hot water, what should I do?
Any concerns regarding water supply or leaks should be reported immediately to the Concierge
My toilet is clogged, can you help me?
A clogged toilet is a Homeowner maintenance responsibility. Please call a contractor of your choice. If you don’t know any, contact Property Management—they may have a list of preferred contractors.
The water in my unit tastes funny
Please contact your Property Manager/concierge team as soon as possible for investigation.
I have no electricity in one of my rooms
-Please check the breaker to ensure that it is in the ‘on’ position and reset it if needed.
-If this does not resolve the problem, please contact your concierge for assistance.
-If this does not solve the problem please use the service request form and we will address it as soon as possible.
One of my outlets in the living room does not work
-This could be a “lamp” plug and the switch could be located on a multi switch plate in that room.
-If this does not solve the problem please use the service request form and we will address it as soon as possible.
When I turn my heat on, there is a funny smell or an odd noise that I didn’t expect
This is a fairly common occurrence when you are turning your heat on for the first time. If the smell persists, please use the service request form to report it and we will address the issue as soon as possible.
I don’t know how to use the thermostat
-Please refer to your thermostat manual to ensure that you’ve set it properly. If you do not have a copy of the manual, it is available on our customer service website. If this does not help, please use the service request form and we will address the issue as soon as possible.
-Please contact your Property Management to confirm that heat/air conditioning has been switched over.
The heat in my unit isn’t working
-Please refer to your thermostat manual to ensure that you’ve set it properly. If you do not have a copy of the manual, it is available on our customer service website.
-If this does not resolve the problem, immediately contact your concierge for assistance.
-If this does not help, please use the service request form and we will address the issue as soon as possible.
My Air Conditioning isn’t working
-Please refer to your thermostat manual to ensure that you’ve set it properly. If you do not have a copy of the manual, it is available on our customer service website. If the problem persists, promptly contact your concierge for assistance.
-If this does not resolve the problem, immediately contact your concierge for assistance.
-If this does not help, please use the service request form and we will address the issue as soon as possible.
My Jacuzzi isn’t working properly
If your Jacuzzi isn’t working, please fill out a service request form online and we will address the issue as soon as possible.
*Do not attempt to operate the Jacuzzi unless the jets are submerged in water.
Where are my appliance manuals located?
The manuals should be located within the appliances themselves when you take possession of the home or in the kitchen drawers. If you cannot find the manuals, they are all available on our service website under your specific community.
There is water coming out the bottom of my washer
-If you see water coming out of the bottom of the appliance, turn off the appliance immediately. Contact your Concierge team for further assistance and please submit a service request.
-You will be contacted during regular office hours.
There is a smell of smoke when I turn my oven on
If you haven’t used your stove very often, there can be a ‘new’ smell that accompanies the first few uses of the appliance that should go away after a few uses. Please confirm that there is no packaging left anywhere inside or outside of the appliance. If the smell continues, please discontinue use and contact the manufacturer for a warranty claim. Your manual should be located within your suite, but is also available digitally on our service website.
I don’t have any water coming from my taps
If you are having issues with your water supply, immediately contact your Concierge. You can also contact your customer service team for further information.
How much does it cost to heat my unit?
This may vary by building size and your utility provider. Please contact your provider for clarification.
My floor is the wrong colour, what do I do?
Please fill out a service request and we will review this as soon as possible.
The carpet in the hallway is not installed on my floor yet, why?
We are working to address this situation as soon as possible.
The baseboard in my living room is separating from the wall, what do I do?
Please fill out a service request and we will review this as soon as possible.
The baseboard in my bathroom is coming apart, what do I do?
Please fill out a service request and we will review this as soon as possible.
I don’t like where my television outlet is, can you move it?
The television outlets are all standard installs according to the plans and relevant codes, they cannot be moved.
My ceiling has a crack in it; can you help me with that?
Please fill out a service request and we will review this as soon as possible.
The floor piece between the bedroom and living room popped up
Please fill out a service request and we will review this as soon as possible.Please fill out a service request and we will review this as soon as possible.
My floor has gaps in it, what can I do?
Please fill out a service request and we will review this as soon as possible.
My floor is popping up, what can I do about it?
Please fill out a service request and we will review this as soon as possible.
My counter/cabinet in my kitchen is not correct/not the right colour
Please refer to your Agreement of Purchase and Sale. The specific finishes will be listed as an attachment. If you see a discrepancy between what was delivered and what you chose, please fill out a service request form and we will review as soon as possible.
My entry door is not painted, or has damage
Your entry door is part of the Common Element area and is managed by your Property Management team. Please redirect your concern to your Property Management office.
My balcony door or windows are very hard to open or do not lock
-Please do not force or tamper with the mechanisms, please wait for the service tech.
-Please use the service request form to report this and we will review this as soon as possible.
What do I do when my window has cracked?
Please contact your Concierge/Property Management team immediately.
The divider is loose on my balcony
-Immediately report this to the Concierge for inspection.
-Please fill out a service request form to report this and we will review this as soon as possible.
The balcony glass is cracked
Immediately contact your Property Management/Concierge team for review.
There is a visible gap in my balcony railing
Immediately contact your Property Management/Concierge team for review.
The floor of my balcony is chipped at the edge
The balcony is an exclusive private use Common Element area, and is managed by your Property Management team. Please redirect your concern to the Property Management office.
The firehose cabinet in the corridor will not stay closed
The firehose cabinet is part of the Common Element area and is managed by your Property Management team. Please redirect your concern to the Property Management office.
There are ceiling tiles missing in the corridor
The hallway is part of the Common Element Area and is managed by your Property Management team. Please redirect your concern to the Property Management office.
The drain cover in my locker room is rusty
The locker room is part of the Common Element area and is managed by your Property Management team. Please redirect your concern to the Property Management office.
Why isn’t the patio open and available for use?
This is a Common Element Area and is managed by your Property Management team. Please redirect your concern to the Property Management office.
There is a crack on the floor of my locker room
The locker room is a Common Element area and is managed and maintained by your Property Management team. Please redirect your concern to the Property Management office.
It looks like there is a leak in the wall of my locker room
The locker room is a Common Element area and is managed and maintained by your Property Management team. Please redirect your concern to the Property Management office.
The garbage room smells or the chute is not working
This is a Common Element area and is managed and maintained by your Property Management team. Please redirect your concern to the Property Management office.
The wallpaper in the hallway is peeling
The hallway walls are deemed a Common Element area and as such, is managed by your Property Management team. Please redirect your concern to the Property Management office.
My bathroom door has warped since I took possession
In most cases, warping could be caused by excessive humidity levels in the suite. Information on humidity and the effect that it can have on suite maintenance is available on Tarion’s website, CMHC’s website and your Homeowner manual. Please fill out a service request and we will review this soon as possible.
*Tarion warranty applies only to homes built in Ontario
My windows are leaking
-In most cases, window moisture is caused by condensation and can give the appearance of being a leak. You may request an inspection by submitting a service request form.
-As well, you should refer to the Tarion website for helpful information regarding condensation.
*Tarion warranty applies only to homes built in Ontario
My floor is buckling and separating
Usually, the floor condition is directly related to humidity levels. Information on humidity and the effect that it can have on suite maintenance is available on Tarion’s website, CMHC’s website and your Homeowner manual.
*Tarion warranty applies only to homes built in Ontario
How long does my new home warranty last?
Please refer to your Homeowner Information booklet or contact Tarion at 1-877-696-6407.
*Tarion warranty applies only to homes built in Ontario
Is the Pre Delivery Inspection (PDI) mandatory?
-The Builder is responsible for conducting the PDI before occupancy. It is not part of the Tarion standard warranty process, however it will play a large role in all future applications. It is an opportunity for the Homeowner to view the unit and learn about the different items and aspects of their unit.
-Tarion warranty applies only to homes built in Ontario
Why is the Builder allowed to delay registration?
Please contact your Lawyer for further clarification regarding this information.
I won’t be living in my unit for 6 months; how do I look after it?
It is the Home Owners responsibility to always maintain their unit. Please access the Tarion website for more information.
*Tarion warranty applies only to homes built in Ontario
Can I turn my fan coil unit off when I go on vacation or if I don’t have a Tenant?
In order to maintain your unit the fan coil unit should always be operational and set at a suitable temperature to ensure the suite is maintained. Turning off the Fan Coil Unit could adversely affect the suite environment and your Tarion warranty. It is always best to have someone visit your unit regularly if you are not able to do so. Please access Tarion’s website for more information.
*Tarion warranty applies only to homes built in Ontario
I believe that the Building Code has been violated, who do I speak to?
Please consult your customer service team with your concerns. If you are still not satisfied, please contact your local municipality.
I don’t trust the Builder’s assessment of a repair, what can I do?
-You may visit Tarion’s website and review the Tarion Construction Performance Guidelines (CGP) or speak to a Tarion representative regarding your concern at 1-877-696-6497.
-Tarion warranty applies only to homes built in Ontario
My final closing is coming up soon, how do I prepare for that?
Please contact your Lawyer for guidance on this, as they will have detailed information regarding the closing process.
*This only applies to units in Ontario
Why haven’t you cashed my occupancy cheques?
Please contact our Sales Department for information on your cheques.
*This only applies to units built in Ontario
I am not the original owner and do not have any Tarion paperwork
Please contact Tarion with regards to your account.
*Tarion warranty applies only to homes built in Ontario
I did not attend my PDI and do not have any paperwork, what should I do?
Please contact the customer service department to schedule the pickup of your paperwork. You will need to have photo identification with you to prove your identity.
*This only applies to units in Ontario
Who provides the warranty, Tarion or the Builder?
Tarion is the administrative authority who manages the new home warranty process, but the warranty is held by the builder. Tarion’s role is as an independent third party who sets rules, manages resolution and documents builders’ history.
*Tarion warranty applies only to homes built in Ontario
Do I still have to pay occupancy fees if I’m not moving in?
All occupancy fees begin on the assigned date of Possession. Occupancy, or ‘interim closing fees’ begin on that date. You are still required to pay them regardless.
*This only applies to units built in Ontario
Why is there a fee to file a conciliation with Tarion?
This is a Tarion policy, inquiries regarding Tarion policies should be redirected to them at 1-877-696-6497
*Tarion warranty applies only to homes built in Ontario
Can I give the Builder my 30 day Tarion form?
Tarion forms are only submitted to Tarion. Tarion forms can be submitted through the Tarion website or via email/fax. This ensures that all parties to the new home warranty process have the same information and are all updated at the same time.
*Tarion warranty applies only to homes built in Ontario
How do I submit my Tarion 30 day warranty form?
All Tarion forms must be submitted through Tarion’s website. Please go to the Tarion website (Tarion.ca) and follow the prompts to sign up for ‘MyHome’. You can sign up using the enrolment number given to you during your PDI. Once signed up for MyHome, you can register and will have access to this and the other forms as well as videos and other helpful information.
*Tarion warranty applies only to homes built in Ontario
Can I host a short term rental in my suite?
Please refer to your condo documents or contact your Property Management team for further information.
Can I paint my unit? When can I start to make changes?
-This gap exists to allow fresh air to circulate within your suite.
-Impeding the air flow through your front entry door is not permitted, as that will result in grave consequences for the internal environment. As well, any tampering will result in nullification of your Tarion Warranty.
*Tarion warranty applies only to homes built in Ontario
I feel a draft coming from my windows
Generally speaking, this is usually a situation called convection air. This occurs when the cooler air from the windows meets the warmer air of the unit and causes a circulation effect. If you have further concerns, please fill out a service request and we will review this as soon as possible.
How will I get my repairs finished after the building is registered?
Registration will not impact the repair schedule. All warranties are based on the date of possession.
*This only applies to units in Ontario
I still have outstanding repairs that have yet to be completed, when will they be done?
Your repairs will be addressed as soon as possible. Please be advised that we are working to facilitate repairs through the entire building and working to get them done within a fair and prompt timeframe as outlined in the Tarion guidelines.
*Tarion warranty applies only to homes built in Ontario
How long until the building is registered?
You will be notified by your Lawyer when we have an official closing date.
*This only applies to units in Ontario
When will the building ‘close’?
This information is not available at this time. You will be notified by your Lawyer when we have an official closing date.
*This only applies to units built in Ontario
I gave out a number of interim occupancy cheques, do you need more and where do I send them?
This information is not available at this time. You will be notified by your Lawyer when we have an official closing date.
*This only applies to units built in Ontario
When will we start getting regular mail delivery?
This information is not available at this time. You will be notified by your Lawyer when we have an official closing date.
*This only applies to units built in Ontario
Where do I find my Tarion enrolment number?
Your Tarion enrolment number is located at the top right corner of the Certificate of Completion and Possession that you received with your PDI documents.
*Tarion warranty applies only to homes built in Ontario
How do I report new issues in my unit?
Please use the service request form to submit concerns and we will evaluate them accordingly.
Can I appeal a decision made by Tarion?
-If you disagree with a warranty assessment made by Tarion, you can request in writing a Decision letter from Tarion.
-For more information, please contact Tarion at 1-877-696-6497 for more information.
-*Tarion warranty applies only to homes built in Ontario
How do I contact Tarion?
You can contact Tarion on their website via the contact page.
*Tarion warranty applies only to homes built in Ontario
What is the Tarion Second Year Form and when do I submit it?
The Tarion Second Year Form is used to notify Tarion of outstanding warranty items covered by the two year warranty. Second Year Forms may be submitted to Tarion anytime during the second year period and can be submitted as often as required.
*Tarion warranty applies only to homes built in Ontario
What is the Tarion Year-End Form and when do I submit it?
-The Tarion Year-End Form is used to notify Tarion of outstanding warranty items during the last 30 days of the first year of possession of your new home. You may submit only one Year End Form, so be sure it’s complete. Tarion will only accept and act on the first year end form that has been property submitted on time.
-All forms must be submitted online through Tarion’s my home portal
-*Tarion warranty applies only to homes built in Ontario
What is the Tarion 30 Day Form and when do I have to submit it to Tarion?
-The 30 Day Form is used to notify Tarion of outstanding warranty items during the first 30 days of possession of your new home. On this form you may include items that were listed on your pre-delivery inspection form that have not yet been addressed, as well as new items that you have discovered since taking possession. Tarion will only accept and act on the first 30 day form that is properly submitted on time, and only one 30 day form may be submitted.
-All forms must be submitted online through Tarion’s my home portal
*Tarion warranty applies only to homes built in Ontario
Is there a warranty for Common Elements?
Common Elements are covered under the Tarion warranty and are managed by the Board of Directors.
*Tarion warranty applies only to homes built in Ontario
Is there a warranty for Common Elements?
Common Elements are covered under the Tarion warranty and are managed by the Board of Directors.
*Tarion warranty applies only to homes built in Ontario
What is excluded from my Tarion warranty?
Please refer to your Tarion Homeowner information package or contact Tarion at 1-877-696-6497.
*Tarion warranty applies only to homes built in Ontario
What’s included in the second year of my Tarion warranty?
Please refer to your Tarion Homeowner information package or contact Tarion at 1-877-696-6497.
*Tarion warranty applies only to homes built in Ontario
What’s included in the first year of my Tarion warranty?
Please refer to your Tarion Homeowner information package or contact Tarion at 1-877-696-6497.
*Tarion warranty applies only to homes built in Ontario
What should I look for during my Pre Delivery Inspection (PDI)?
The PDI is used to identify any deficiencies that need to be repaired. Look for missing or damaged items, anything that is not operating property or any unauthorized substitutions of items that you were selected or promised.
*Tarion warranty applies only to homes built in Ontario
What is a PDI (Pre-Delivery Inspection)?
-The Builder is responsible for conducting a Pre Delivery Inspection (PDI) of your home in advance of occupancy
-It is an opportunity to view your unit and learn about the various systems in your home.
-Although it is not part of the Tarion standard warranty process, it will play a role in all future applications.
-*Tarion warranty applies only to homes built in Ontario
What are occupancy fees?
Occupancy fees are the fees paid to the developer during the interim occupancy period. Please contact your lawyer for further information.
*This only applies to to suites built in Ontario
Can I rent out my suite during interim occupancy?
You may submit a request to the Sales department for permission to rent out our suite during interim occupancy.
*Tarion warranty applies only to homes built in Ontario
What is Interim Occupancy?
Please contact our Sales Team or your Lawyer for more information regarding interim occupancy.
*This only applies to suites built in Ontario
Does my purchase include HST?
Please contact your Lawyer or our Sales Team for more information regarding HST.
*Tarion warranty applies only to homes built in Ontario
Who can I contact if I need to change an aspect of my contract?
If you need to change any aspect of your information, contact the presentation centre. If that presentation centre is closed, contact our head office at 416-925-3354.
What is Tarion and what role do they have in the new home buying process?
Tarion oversees the New Home Warranty protection to Home Owners in Ontario. A government body that administers the Ontario New Home Warranties Plan Act, Tarion’s mandate is to manage the new home warranty process, which can include investigating Home Owner warranty claims, resolving warranty disputes and providing insurance for deposits and offering closing protection for new home buyers. To find out more about Tarion, visit Tarion.com.
*Tarion warranty applies only to homes built in Ontario
*This only applies to units in Ontario
What are condominium maintenance fees?
Condominium fees are the mandatory fees that are used to pay for the maintenance of your building. For more information about maintenance fees and how they are calculated, contact your Property Management company.
What happens when I don’t pay my maintenance fees?
Please contact your Property Management team for information about maintenance fees.
I don’t use the amenities, why do I have to pay condominium fees?
As an owner, you are responsible for contributing to the Common Element expense as stipulated in your contract documents. For more details, contact your Property Management team.
How much can I rent my unit for?
Costs vary depending on square footage and usage. Please contact a local rental agent for detailed information.
Why are people forced to move into a building that is still a construction site?
Occupancy is determined by municipal building officials and local occupancy standards—not by the Builder. This applies to homes built in Ontario.
Are there any exceptions to the Statutory Warranty Process?
Please refer to your Tarion Home Owner Information Package or contact Tarion at 1-877-696-6497. Tarion warranty applies only to homes built in Ontario.
How do I submit a Tarion form?
The simplest way is through ‘MyHome’, Tarion’s Home Owner portal via their website. You may also send your form to Tarion’s head office via courier, mail, or email (info@tarion.com). Once received, Tarion will acknowledge receipt. Do not submit forms through your Builder. Tarion warranty applies only to homes built in Ontario.
Why is the price of my suite on the Certificate of Completion and Possession (CCP) different than my Sales agreement?
The price on the CCP is for Tarion purposes only. It is obtained by a formula established by Tarion for their use and pertains only to the Tarion paperwork. It has no bearing on your sales agreement or the price on that document.
*Tarion warranty applies only to homes built in Ontario
What should I expect during Final Closing and how does it occur?
Please contact your Lawyer for more information regarding the closing process.
*This only applies to suites built in Ontario
Who do I call when the Property Management office is closed?
Your Concierge is your alternative contact when your Property Management office is closed. The Concierge is a 24 hour service and will have all pertinent contact numbers for your building.
I don’t like where my parking spot is, can I switch it?
Please contact our Sales Department to see if there is an opportunity available.
Can I buy an extra parking spot or locker?
Please contact our Sales Staff to inquire about our current availability.
Someone entered my suite without my permission
Pinnacle will only enter suites where prior authorization has been given (see access agreement). A ‘Confirmation of Service Delivery’ slip will be left in the suite notifying you Pinnacle was in the suite. Tenants should be notified by the suite owners of service entry.
Another Resident is using my locker or parking spot, what are my options?
Lockers and parking spots are individually owned, however they are located in a Common Element area. The Common Element areas are managed by the Property Management team. Please redirect your inquiry to your Property Management team.
I can hear my neighbours, what options do you have?
The Builder cannot intercede in issues between neighbours. Please contact your Property Management for guidance on how to manage the situation.
I can’t find my locker, how do I find where it is?
Your Property Management team can assist you with regards to locker locations. Contact them and they will get back to you as soon as possible.
My balcony floor has paint, damage and or construction debris on it, when is that fixed?
Your balcony is a Common Element Area. Please contact your Property Management Team to report your concern.
There is water leaking in from the above unit, what do I do?
Any sign of a leak should be reported immediately to the Concierge for investigation.
How often will my windows be cleaned?
The window cleaning is a maintenance responsibility of the Board. The cleaning is organized and scheduled by the Property Management Team. Please contact your Property Management for more information.
I lost my key, can you let me in or can the Concierge open my door?
Please contact your Property Management team.
My bathroom door is locked and I can’t get it open
Bathroom doors only lock from the inside. If you look closely at the door, you will see a small hole in the centre of the handle faceplate, underneath the handle. Using a wire hanger, poke it into the small hole to release the lock.
How do I book the party room or another amenity?
Your buildings Property Management is responsible for the management of your buildings amenities. Please call them for further assistance. Your buildings Property Management contact information is listed on your community contact page of our customer service website.
Why do I have an electrical bill if I do not live in my suite?
A certain amount of electricity is always required to maintain your unit. Your (FCU) will need to be running, in addition to some of your appliances, which draw energy even when turned off. If you have further concerns, please contact your electricity provider.
Who is the Condominium Property Management and what are their responsibilities?
-The Property Management Company is a licensed company that is hired by the Condominium Board of Directors to manage the day to day aspects of the building, as well as to carry out the policies set by the condominium Board of Directors. Your Property Management is responsible for items such as Common Element maintenance, repairs, booking elevators, etc.
-For more information, please contact your Property Management team.
What are Condominium building amenities?
-Condominium Building Amenities are common area items that are used by the owners and Residents of the building. Amenities are managed and maintained by the buildings Property Management. Examples include the Gym, Party Room, Kids Play Area, et al.
-For more information, please contact your Property Management team.
What are Condominium Common Elements?
-Condominium Common Elements are defined as items that are shared and owned jointly by all owners of the building. They are generally encompassed by everything within the building, excluding the suites in which people live. Examples of Common Elements can include elevators, technical rooms, amenities and a lobby. All Common Elements are managed by Property Management and maintained via the building’s monthly condominium fees
-For more information, please contact your Property Management team.
What is a Condominium?
-A condominium is a single building or a community of buildings with units owned by separate individuals. The individual suite owners share a proportionate ownership and voting shares in the building as well. Condominiums are defined by the ownership structure, not necessarily by building size or type. Condominiums are managed by an elected Board of Directors who create by laws, rules and hire a management company.
-For more information, please contact your Property Management team.
How do I book an elevator on Moving Day?
Please contact your Property Management/Concierge team who will assist you with booking, as they are responsible for all amenities.
What is the role of the Condominium Board of Directors?
The Condominium Board of Directors manage the condo on behalf of the condominium owners. They are responsible for making all major decisions regarding the buildings maintenance, repairs, budgets, et al. They also must enforce the Condominium Act, the declaration and bylaws. The Condominium Board of Directors can establish rules; however all board rules have to be in conjunction with the Condominium Act and the human rights code.
-For more information, please contact your Property Management team.
What are condominium maintenance fees?
Condominium fees are the mandatory fees that are used to pay for the maintenance of your building. For more information about maintenance fees and how they are calculated, contact your Property Management company.
There are no handicapped buttons available on doors within the building
All accessibility accommodations under the Building Code have been made. Doors and handicapped buttons are part of the Common Element Area and are managed by your Property Management team. Redirect your concern to them.
The stairwell door slams too loud
The stairwell door is managed as part of the Common Elements by your Property Management team. Please direct your concern to them.
There’s a lot of noise from the area around me
Any concerns regarding noise from nearby areas should be directed to either the Concierge or your Property Management team.
The pool and/or sauna is dirty/closed, why is this?
Property Management is responsible for the day-to-day management, maintenance, and cleaning of amenities. Please call them for further assistance. Your building’s Property Management contact info is on the community contact page.
