Handling Tenant Issues, Rent Payments & Emergencies – What to Expect
Learn how we manage tenant concerns, rental payments, late rent situations, after-hours emergencies, and conflict resolution.
Vivian Nunes
Last Update 4 bulan yang lalu
When and how will I be notified that my tenant has reported an issue?
This is, largely, up to you. Many of our clients prefer not to be disturbed unless a serious situation comes up or repairs exceed a certain cost threshold. However, if you’d like to be informed every time there’s an issue, we are happy to accommodate your needs.
How does LandLord collect rental payments from tenants?
Most of our tenants enjoy paying us through our Online Bill Payment feature (e.g., in the same way you’d pay your phone bill, through your bank’s mobile app) or Pre-Authorized Debit (PAD). However, we also accept payment via bank transfer and cheque.
What happens if my tenant pays rent late or not at all?
In all cases, we carefully abide by the processes outlined by the Province of Ontario.
Starting from our thorough financial screening and careful selection of your tenants, we do everything within our power to help ensure that your tenants will pay their rent in full and on time.
Our Accounting Department keeps careful track of tenant payments. Should your rent not be received within the first few days of the month, we will take immediate action.
In all cases where rent is not paid within the first few days of the month (unless the owner says otherwise), we will issue a form N4. This form compels tenants to pay their rent within a set period and allows for escalation if the rent is not received.
If ever a tenant does not comply with a request to pay their rent, we will reach out to you to confirm whether you wish to proceed with escalation. If you give your consent, we will enlist the assistance of licensed legal representatives to take this matter before the Landlord Tenant Board.
What happens if there is a problem in the unit after-hours or on weekends? If an issue arises during these times, when and how will I be notified?
We have an after-hours Emergency Line that is available to our tenants 24/7. Following an after-hours emergency, you will usually be notified the next business day (at the latest). Depending on the nature and outcome of the emergency, we will try to reach you by phone or e-mail.
How would you respond to a difficult situation from a tenant?
We always strive to handle every situation with integrity, honesty, compassion, and respect.
Our Account Managers are experts when it comes to conflict resolution and de-escalating tricky situations.
Usually, our Account Managers will be the first point of contact and will start by trying to understand where the tenant is coming from. If mediation through an Account Manager is unsuccessful, the tenant will usually be referred to an Executive Team Member.
For matters that escalate beyond reasonable cooperation, we work with several qualified legal representatives who will help us resolve the issue within the parameters of the RTA.
What happens when a tenant calls with an issue?
Some clients like to be involved, while others prefer to keep their distance. As we become familiar with you and your property, we will tailor our approach to meet your needs.
In general, however, when a tenant has an issue, they will be instructed to come to us first. Each property we manage is assigned an Account Manager who works closely with both you and the tenants.
Our protocol is for tenants to go directly to their Account Manager with any questions, concerns, or maintenance items. The Account Manager can be reached by phone or e-mail. If it's outside of regular hours, our on-call manager is available 24/7 to assist with any urgent issues.
Depending on the nature of the tenant’s concern, the Account Manager will take whatever steps are necessary to ensure swift resolution.