Service Standards & Policies

Automatic response stating that staff will respond within 2 business days. 

Can include other customer service standards as outlined below.

•Receptionist will check staff person’s availability.  If available, appropriate staff member will come out front and respond. This may a short wait while they prepare any additional information that may be required. 

If staff is unavailable, reception will request the tenant’s contact information to share with staff once they are in for follow up by phone or email within 2 business days.

Emergency Maintenance Request 

• damage or deterioration to the structure of the building is imminent, and/or

• issue could be harmful to the tenant if not dealt with immediately. 

These are often received through the CRHC’s emergency line.

• Flood, or situation that could result in significant flooding (bath, sink or toilet overflowing)

• Broken water main

• Blocked toilet (only one in unit)

• Unsecured door to a unit or a lock out

• Someone stuck in an elevator

• Responding contractor access

• Tenant emergency (death, missing tenant)

• No heat in winter

• Fire, flames (leave the unit immediately and once outside call 9-1-1 and then CRHC emergency number)

• As quickly as possible

• Maximum within 1 hour

Immediate Maintenance Request

• could cause damage or deterioration to the structure of the building and/or

• could be harmful to the tenant if not dealt with within 24 hours.

• Defective or missing smoke alarms

• No water

• No electricity

• Sparks coming out of an outlet

• Refrigerator breakdown

• Report of elevator not working - no entrapment

• Pest Control (bedbugs, silverfish)

• Biohazard cleanup

• As quickly as possible

• Maximum within 1 hour

Regular Maintenance Requests

• Issues that do not harm human life or
  building structure and can wait to be addressed in sequence.

• Leaking taps
• Blocked bathroom sinks
• Electrical or plumbing repair
• Drywall repairs, flooring
• Closet door repairs
• Kitchen cabinet repairs
• Blocked toilet (if multiple in unit)
• Appliance breakdown

Exterior pest control

• As quickly as possible

• Maximum within 24 hours

Planned Maintenance Requests

• Issues that do not harm human life or building structure and require planning to complete. 

• Tenant requests 

• Decision to approve or decline within 90 days

• Communication required within one week of 90-day decision

• Deadline with estimated date of completion determined

• Work completed within 6 months, barring no obstacles to unit access