FAQ

If you require anymore information on any of the questions listed, please get in touch!

What are the first steps to renting from Active Care?

We recommend the first thing a potential resident should do is preview our listings of available apartments for rent on our website. Once you have identified the city, neighbourhood and buildings that interest you, we recommend contacting the respective on-site building manager listed for each building and they can help you determine if their property is a fit for you. If there is a fit, the next step is to make an appointment to view the available apartment suites. Please note that many suites coming available are occupied and we have to provide at least one day’s notice to view. We recommend phoning during business hours or after hours sending an email.

What is a rental agreement (aka Tenancy Agreement)?

The Residential Tenancy Act refers to a landlord and resident relationship as a rental agreement. The agreement must be written and is a legal binding contract between the parties. The tenancy agreement will contain terms that outline the rights and responsibilities of both parties, including standard terms that are required under the tenancy laws.

Active Care offers two types of rental agreements:

- Month to Month and/or
- A fixed term of not less than 6 months and not more than 12 months

The building managers can provide more information about what terms are available at each property.

Can my landlord ask for my credit information?

Yes.

A landlord can obtain a credit report for a person entering into or renewing a tenancy agreement, with the tenant’s written consent. If the person does not consent to us obtaining a credit report, we may choose not to enter into a tenancy agreement with that person.

What is a security deposit?

A security deposit is a sum of money given to the landlord that is in addition to the rent paid in respect of the residential premises, and is held as security for the performance of an obligation or liability of the resident. The security deposit for an Active Care apartment will not exceed one half of the monthly rent in British Columbia and one month’s rent in Alberta, payable for the rental suite upon acceptance of the application.

What is a rental condition inspection report?

A condition inspection report form is completed, signed and dated by the resident and landlord to show the condition of the suite at the beginning and at the end of the tenancy agreement. Both landlord and residents find that an inspection report is in their best interests. A resident can use it to show there were damages before the resident moved in and a landlord can use it to show damages which were not there before a resident moved in. The landlord and resident should inspect the premises together and write down any damages such as holes, scratches and burns. The landlord and resident will sign and keep a copy of the report.

How do I pay my rent?

Ideally, we would like you to pay your rent by the following methods:

- Tenant Pay - Online Banking – Please contact your manager for your account number
- Pre-Authorized Payment (PAD) – Rent is automatically paid to us on the first day of the month

However, you can pay by cheque and / or post-dated cheques. We store these cheques safely until they become due. Please ensure that all cheques are made out to ACTIVE CARE HOUSING. We do not accept Cash.

What happens if I’m late with my rent payment?

At Active Care, we understand that sometimes there are unforeseen circumstances that result in delayed rental payments.

Although the situation may never apply to you as most tenants pay rent on time, it is important we advise you of the processes involved.

Although we will endeavor to accommodate any extraordinary situations resulting in late rental payments, there is a strict arrears management procedure that will be maintained, regardless of the reason. Please make paying the rent your top priority. We have to collect all our rent income to allow us to continue to provide services for all our residents. The tenant has an obligation to pay rent on time. No extension of time to pay rent is permitted unless there is a written agreement between the landlord and tenant, or the Residential Tenancy Branch has ordered that the tenant may pay late.

If you happen to fall into arrears or know that you will be unable to make a rental payment, please contact your building manager to discuss the situation.

It is important to note that in the event that you exceed 1 day in arrears, a notice to end the tenancy early for non-payment of rent can be issued regardless of the reason for the non-payment.

In British Columbia, after the notice is received, the tenant has five days to either pay the rent in full or dispute the notice. If the rent is paid in full, the notice is cancelled and the tenancy continues. If the tenant disputes the notice, the tenant must serve the landlord with an Application for Dispute Resolution and a date for the hearing. If neither is done, the tenant must move out on the tenth day after the notice was received. In Alberta, after the notice is received, the tenant has 14 clear days to pay the rent in full.

Is Active Care allowed to adjust my rent?

Rental increases may take place for an existing tenant after the first 12 months. The landlord is required to give a tenant three months’ notice of a rent increase on approved forms. There is no limit to the amount of the rent increase in Alberta but in British Columbia the amount is limited by a formula that is equivalent to the previous year’s CPI + 2%.

Active Care Housing strives to be fair and reasonable with any rent increases. If you receive an increase during your tenancy with us and require more information to determine if we are being fair please contact your building manager.

How do I request General Maintenance?

All maintenance requests must be completed in writing by completing a maintenance request form which can be provided from your building manager or from the online Maintenance Request form.

We respond to general maintenance requests within two business days or less. If an EMERGENCY REPAIR is required, please call your building manager immediately.

Emergency repairs are those that could cause injury to residents or damage to the property, and may include:

- Roof leaks
- Flooding, broken or burst water pipes, a broken toilet
- Failure or breakdown of the gas, electricity or water supply
- Faults or damages that makes the premises unsafe or insecure
- Faults likely to injure a person, cause damage or extreme inconvenience

What is the Pest Management Procedure?

Scope
This policy is intended to provide general instructions and guidance across the company in regards to how Active Care Housing expects to manage and mitigate the various issues relating to pest management. It is recognized and acknowledged that each pest occurrence is unique in its nature and scale and as such, front line employees and contractors have a certain amount of freedom to make decisions to ensure a quick and successful resolution.

Policy
For each city in which Active Care owns and operates residential buildings, there is an ongoing contract in place with a reputable, professional pest management company to treat common areas and/or designated suites on a monthly basis. Building managers will liaise with both the contractor and the affected residents to ensure professional treatment occurs as quickly as possible.

All identified pest control concerns are to be investigated and responded to within a maximum of two business days. This does not mean that a resolution has to be completed within this time frame but it is expected that a plan to control the pest occurrence has been finalized and communicated to all parties involved.

As part of our ongoing employee training and education plan, Active Care will periodically conduct training sessions on effective pest management measures. This will be part of the agendas at the monthly building manager and maintenance meetings.