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WELCOMEHOUSING

Good HomesGood Communities

METRO VANCOUVER HOUSING | TENANT HANDBOOK

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IMPORTANT PHONE NUMBERS

Call 9-1-1 (Fire Ambulance Police)if there is immediate threat to persons or property

Maintenance Emergency: 604-436-6955

For after hours maintenance emergencies only.

Use this page to log important information

MVHC Representative: ______________________________________

Area Manager: _____________________________________________

Property Assistant: __________________________________________

Property Management Clerk: _________________________________

Rental Assistance Clerk: _____________________________________

Head Office Reception: 604-432-6300

Tenant Programs & Services: 604-451-6155

Your Tenant File Number:

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WELCOME

WELCOME TO METRO VANCOUVER HOUSING This handbook is filled with information about your home and community. It will provide you with a better understanding of the policies that Metro Vancouver Housing Corporation (MVHC) staff follow to help make your home a safe, affordable and comfortable place to live.

While the handbook does not include detailed information for specific locations, it does provide practical information such as how to pay rent, how to get repairs done, how to recycle and what is required of you as a tenant. Every tenant has something to contribute to the life and success of their home, building and neighbourhood.

Getting Involved

Your community may already have a Tenant Association – if not contact the Tenant Program & Services Supervisor who can assist in forming one.

If you have a Tenant Association, get involved! Attend the annual meeting, consider becoming a Tenant Association Representative. Talk about issues that are important to you in improving your community. Watch your building bulletin board for meeting notices, minutes of meetings and upcoming events. Be an active participant in your community.

We suggest that you keep this handbook in a convenient place for future reference. Make sure to include your Tenant File Number on all letters or cheques sent to MVHC.

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CONTENTS

About Metro Vancouver .............................................................. 6

Your RentPaying the Rent ............................................................................ 7

Rental Assistance Program and Market Rents .......................... 8

Your HomeKeys & Locks ............................................................................... 10

Utilities ........................................................................................ 10

Parking ........................................................................................ 11

Insurance – Protect Your Belongings ....................................... 11

Home Alterations ....................................................................... 11

Satellite Dishes ........................................................................... 12

Draperies ................................................................................... 12

Home Security Systems ............................................................. 13

Storage ........................................................................................ 14

Barbeques ................................................................................... 15

Yards ............................................................................................ 15

Pets .............................................................................................. 16

Common AreasCommunity Rooms..................................................................... 17

Laundry Rooms ........................................................................... 17

Snow Removal ............................................................................ 18

Garbage, Recycling & Organics ................................................ 19

Security ........................................................................................ 20

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CONTENTS

Caring for Your HomeAppliances .................................................................................. 21

Bathrooms ................................................................................... 21

Maintaining Indoor Air Quality ................................................. 22

Pest Control .............................................................................. 24

Maintenance & RepairsHow to Request Repairs to your Home .................................... 25

How to Request Emergency Repairs ........................................ 27

Being a Good NeighbourSmoking ...................................................................................... 29

Making Life Better ...................................................................... 29

Guests ......................................................................................... 30

Noise & Disturbances ................................................................ 30

Your Role ..................................................................................... 31

Complaints and Solutions ......................................................... 31

Your Rights as a TenantResidential Tenancy Act ............................................................. 33

Tenancy Agreement ................................................................... 33

Human Rights ............................................................................. 34

Confidentiality ............................................................................ 34

Moving Out ................................................................................. 35

Tenant AssociationsGoals & Objectives .................................................................... 36

Tenant Associations ................................................................... 36

Young People and Tenant Associations ................................... 37

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ABOUT METRO VANCOUVER HOUSING

ABOUT METRO VANCOUVER Metro Vancouver Housing Corporation (MVHC) is a not-for-profit housing provider, owned by Metro Vancouver municipalities. We are committed to providing affordable housing across a range of incomes.

In buildings managed by MVHC, you may meet the following staff:

Area Manager: works with tenants to resolve problems related to their tenancies and supervises on-site staff. Each Area Manager handles a group of MVHC buildings in a given area.

Property Assistant: contacts applicants to help fill vacant suites and assists the Area Manager.

MVHC Representative: helps you complete your tenancy forms prior to move in. MVHC Representatives coordinate day-to-day maintenance jobs, cleaning in common areas, and preparing empty suites for new tenants. Some MVHC Representatives are responsible for more than one site.

Your primary contact is the MVHC Representative for your building who is available Monday to Friday from 8 am to 4:30 pm. Check the MVHC newsletter for contact names and numbers for your building.

Property Maintenance Assistant & Contractors: Are on site from time to time for maintenance repairs requiring special skills or for more complex jobs.

Property Management Clerk: processes rent payments (cheques and pre-authorized debits); works in our head office.

Rental Assistance Clerk: collects information and determines rental assistance as per operating agreement guidelines; works in our head office.

Tenant Programs & Services Supervisor: works with Tenant Associations in community building initiatives.

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YOUR RENT

PAYING THE RENT Your rent must be paid on or before the first day of each month. Failure to do so is a breach of your Tenancy Agreement and may lead to a notice to end tenancy. Your payment options are:

1. Pre-Authorized Payment Plan

We encourage all tenants to sign up for Pre-Authorized Payments (PAP), automatic monthly bank withdrawals from your account. It is easy to use, on time (even if you are ill or away) and convenient. Contact your MVHC Representative for a copy of the Pre-Authorized Payment Plan form, which is available at the site office.

2. Cheque

If you choose not to pay by PAP, we encourage you to send a series of post dated cheques for future months to your MVHC Representative through the site mail box or to our Head Office in Burnaby. Please remember to write your name, tenant number, address and unit number on your cheques. There is a penalty fee for NSF cheques.

3. Cash

MVHC staff will not accept cash. Please do not send cash in the mail or place in the site office mail box, because it could be lost or stolen. Paying cash is not recommended; please consider a money order instead. However, if you must pay with cash, please bring it to MVHC Head Office, (Metrotower III, 10th floor, 4730 Kingsway, Burnaby), office hours are 8 am – 4:30 pm, Monday to Friday.

Financial Difficulties

If you are experiencing difficulties, please contact your Area Manager before the 1st of the month.

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YOUR RENT

RENTAL ASSISTANCE PROGRAM AND MARKET RENTSIn addition to competitive market rents, MVHC offers a limited Rental Assistance program where tenants pay reduced rent based on the gross income of the household.

You must have an active file on the BC Housing Registry as a first step. In order to qualify for Rental Assistance, we look at income, assets, and family size. If you want to know if you qualify contact our head office and ask to speak to the Rental Assistance Clerk for your building.

Market Rents

Market rents change each year to reflect changes in the market rate for your area. You will receive 90 days notice from the first day of the month if your rent is changing.

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YOUR HOME

Occupancy Guidelines

MVHC follows the Canadian National Occupancy Standards to determine suitable arrangements for families living in our housing units as follows:

• parents do not share a bedroom with children

• no more than two people may share a bedroom

• spouses or couples share a bedroom

• dependents under 5 years, regardless of gender, may share a bedroom

• dependents aged 18 or older do not share a bedroom.

Eligibility for a MVHC unit is based on these standards and changes to your family size may require you to transfer to a more suitable unit for your household composition.

For example, when your family size decreases due to adult children moving, a smaller unit would be more suitable. Other families may need that accommodation space.

Talk to your Property Assistant and we will work with you to find suitable accommodation.

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YOUR HOME

YOUR HOME

Keys & LocksNew locks are installed on unit doors before move in. Tenants are provided keys for the unit, as well as keys to the front door of the building,

their mailbox and garage, as applicable. Please note that we charge a replacement fee if you lose or damage any of your keys or locks.

You cannot change your locks or add security devices without prior written approval from your Area Manager.

If you need your lock changed or are locked out of your building, please contact your MVHC Representative during regular office hours (Monday to Friday 8 am to 4:30 pm). If you are locked out after hours, contact the Emergency Maintenance Line. You will be

responsible for emergency locksmith charges.

Utilities In almost all our buildings tenants are directly

responsible for cable, telephone, hydro and/or gas. Please contact the appropriate service provider to set up an account or if you have problems or questions.

Parking Tenant parking is available at most locations and one spot is generally included as part of your

rent (some exceptions apply). Vehicles must be licensed for the road and be in working condition and only passenger vehicles may be parked on the site. You will need to register your vehicle to get a parking space and decal. For full details, ask your MVHC Representative for the MVHC Parking Policy.

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YOUR HOME

Insurance – Protect Your BelongingsAs per your Tenancy Agreement, you must purchase general liability insurance and contents insurance to protect your belongings in case of fire, theft,

earthquake or other damage. If you suffer a major event, such as a fire, and it is determined that you, a family member or guest are responsible, you will be responsible for the cost of all repairs. Your liability insurance will cover these costs.

Home AlterationsEnjoy making your home more beautiful and comfortable, but remember tenants cannot alter units without prior written

approval from the Area Manager. Alterations include painting, wallpapering, changing the flooring and installing a satellite dish or security system.

However you cannot make any structural changes to the unit or change the exterior of the building. If in doubt, ask your Area Manager.

Tenants must submit a written request to the Area Manager and receive written approval before any work is done. Approval may be subject to certain conditions, such as the final work being inspected. MVHC reserves the right to remove any structure or additions that have not been approved, and associated costs will be at the tenant’s expense.

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YOUR HOME

Pictures & Exterior DecorationsPicture hooks, rather than nails or screws, should be used to hang wall decorations. Sensible installation of exterior decorations (seasonal lighting, flower box

planters, etc.) is fine. In no case should you attach anything to the roofs or siding. Minor items may be attached to trim boards using standard hooks designed for this purpose. Do not use nails or staples. For safety reasons, never walk on the roofs under any circumstances.

Satellite DishesSatellite dishes may be installed at MVHC sites with prior written approval from the Area Manager. Please ask your MVHC Representative for a copy of the Satellite Dish Policy for more information.

Draperies

All units come with draperies. They are washable if the following steps are followed:

1. Remove all hooks from the heading and check the body of the drape for items such as pins, paper clips, staples etc.

2. Do not overfill the washing machine. Leave enough space so the drapery can be thoroughly cleaned and rinsed.

3. Use a mild soap and wash in cool water. Hot water will shrink almost every fabric.

4. Use the gentle cycle on your machine. If you do not have a gentle cycle it is recommended that you wash your draperies in the bathtub by hand.

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YOUR HOME

Severe agitation can cause tearing. If the draperies are extremely dirty, let them soak in soap and water solution before washing.

5. Remove from washer immediately after cycle completion.

6. Re-hook and hang draperies back on the drapery track (or over bar or rod) while they are still wet and open fully.

7. Shape the drapery via the bottom hem, putting pleats back into the body of the drapery. This step is easily done by hand.

Follow these steps and your drapes will require very little pressing (if at all).

Home Security SystemsTenants must have written approval from the Area

Manager before installing any form of alarm system in the unit. Alarm system requirements are as follows:

• An access code, different from your regular code, must be provided to the MVHC Representative. This is needed to access the unit in case of an emergency or for routine repairs.

• The system must be wireless. This type of system will have minimum impact on the physical structure.

• False alarms disturb neighbours and may violate bylaws. MVHC will request that the alarm be disconnected, if false alarms are excessive.

• If a municipal false alarm bylaw causes a fine to be assessed on MVHC, the tenant must reimburse MVHC.

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YOUR HOME

StorageStorage requirements you should be aware of:

• Clear access to hot water tanks, electrical panels and attic hatches is necessary at all times.

• Attics or crawl spaces cannot be used for storage. These areas are for access purposes for repairs only.

• Tenants are required to follow municipal bylaws and/or fire department regulations for parking areas, storage areas and yards.

• Flammable or dangerous materials must not be stored at MVHC sites. Unsafe or hazardous items cannot be kept.

• Indoor furniture, appliances or equipment are not to be stored on balconies, patios, backyards, garages, carports or yards.

• Carport or parking stalls cannot be used for storage of any kind.

• Patios and balconies must not be used for storage, although the following are allowed on your patio and/or balcony:

• Plants - planters must be raised one inch to allow airspace if sitting on anything other than concrete.

• Outdoor furniture and toys.

• Propane or electric barbeques

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YOUR HOME

Barbeques Propane or electrical barbeques may be used by tenants, subject to MVHC BBQ Policy, available through your MVHC Representative.

Highlights of the policy are:

• Keep barbeques a minimum of 3 feet away from siding, fencing, or any other flammable material.

• Tenants are responsible for any damage to MVHC property resulting from the use of a barbeque.

YardsIf you live in a townhouse with a fenced-in yard, it’s your responsibility to mow the grass and weed the garden.

Please ensure you avoid planting vines and other plants that climb walls, as they will damage the building.

If you have outside water-taps, please shut them off inside your unit before winter starts. Your MVHC Representative can show you where the shut-off is located if you’re not sure.

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YOUR HOME

PetsPets are part of the family.

The pet policy describes your responsibilities as a pet owner. If you own a pet, it must be registered with MVHC. You must apply to your Area Manager before getting a new pet. A pet deposit equivalent to one half the market rent for the unit is required once your pet application and registration form has been approved.

The Pet Policy that was provided with your Tenancy Agreement outlines unacceptable pets, for example certain dog breeds and certain exotic pets.

Feeding birds or squirrels or having bird feeders is not permitted for health reasons.

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COMMON AREAS

COMMON AREAS

Community RoomsMany of our larger properties have common rooms that are used by tenant groups for meetings. If there is a Tenant Association at your

building, please contact the Association directly if you want to use the room. You must provide a copy of your tenant insurance to the designated contact on the Tenant Association at the time of booking the room. Remember, you are responsible for the actions of all guests and household members using the room and common areas.

Laundry Rooms Buildings that have laundry rooms on MVHC properties are available for use by registered tenants only. If your building has laundry facilities, instructions will be posted on how to use the machines.

Please:

• Check for posted laundry room regulations. In most buildings, use of the laundry room is limited to specific hours.

• Clean around the drum and exterior of the washing machine after you’ve used it and remove the lint from the lint screen in the dryer after each use.

• Report washers or dryers that aren’t working to MVHC through a maintenance request form.

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COMMON AREAS

Snow RemovalMVHC is responsible for snow removal from the city sidewalk and interior common pathways once there is sufficient snow accumulation. It is your responsibility to shovel and sand the walkway and steps to your unit. MVHC will also clear a roadway through parking areas when snow build-up warrants. Tenants are responsible for clearing

snow around their cars and on their driveway, including any that may result from roadway plowing.

Please use a broom to remove snow from your balcony rather than a shovel, as shovels could damage the surface. If you have drains, we ask that you ensure they are clear at all times.

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COMMON AREAS

Garbage, Recycling & OrganicsMVHC is a strong supporter of the 3 R’s – Reduce Re-use & Recycle. We are constantly looking at ways to make it easier for tenants to actively follow the 3 R’s as part of day to day life. Contact your MVHC

Representative for information about the waste, recycling and organics collection program at your development. Please don’t put glass, newspapers, coat hangers, cardboard, clothing, rope or organics into the garbage bins, instead, recycle these items appropriately.

Tenant Associations can play a large role in helping organize clean-up days where residents can exchange items they no longer need.

Furniture, mattresses, appliances and other large items may not be abandoned or dumped in or around the garbage bin areas, or anywhere on the property. Tenants found dumping will be charged removal costs for abandoned items. It is costly to pay for removing these items and “midnight dumping” is everyone’s responsibility to report.

Small appliances, computers, paint, oil and prescription drugs should not be put in the bins. It is your responsibility to ensure safe and environmentally responsible disposal. For more information visit: www.metrovancouverrecycles.org.

If you live in a townhouse or smaller apartment building, check with your MVHC Representative to find out if you should put your garbage out for regular pick up (and when), or into garbage bins.

If you live in an apartment, please make sure your garbage/organics is not dripping any liquid on the floor when you carry it down the hallway.

Make sure the garbage is in, not beside the bin. Bagged or loose garbage cannot be left outside your unit.

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COMMON AREAS

SecurityFor a more secure home environment, you can:

• Educate your family members not to open the door to strangers.

• Don’t let strangers follow you into your building as you enter.

• Stop and wait for the gate to the underground parking area to close completely before proceeding on.

• Tell a neighbour or family member if you are going to be away. A watchful neighbour is the best defence.

• Your home should always have the appearance that someone is home when you are out.

• If you see strangers hanging around the buildings, please contact the police. No trespassers or loiterers are allowed at any time.

• Vandalism to elevators, stairwells and hallways can result in costly repairs. Graffiti is difficult to remove and is very unsightly. Please call the police right away if you see anyone damaging property in your community. Also follow up with MVHC in writing to report incidences.

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CARING FOR YOUR HOME


AppliancesMost of MVHC refrigerators are frost-free and do not need to be defrosted. If your fridge isn’t frost-free, we suggest you clean and defrost it regularly to keep it in good condition. Never use knives or ice picks

to scrape the ice off because they can damage the freezer and you will be financially responsible for the repair costs. Report any issues by completing a Maintenance Request Form.

Use a mild soapy solution to clean the smooth surfaces of appliances. Try using a paste made from baking soda and water on grease and dirt. Vinegar and baking soda are excellent for cleaning and better for the environment. Do not use harmful cleaning products such as bleach because they may damage the surfaces of your appliances.

Bathrooms Please use a gentle non-abrasive cleaner on bathtubs, sinks and toilets. A rough cleaner will scratch the surface and make the fixtures harder to keep clean. Please ensure all tiles and surrounds are cleaned regularly.

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Maintaining Indoor Air QualityYou play the most important role in maintaining healthy indoor air quality. Your family, your pets, indoor plants and aquariums play a role in producing moisture. Occupants can release anywhere from

10 to 50 litres of moisture a day into the air through routine activities like cooking, showering, bathing and doing laundry.

Bathrooms:

• Always use your bathroom fan when showering – leave on for 30 minutes after showering; consider letting it run for several hours each day (it will only cost 1 – 2 cents a day in electricity!).

Kitchens:

• Use the stove hood fan when cooking or boiling water and when using a rice cooker.

• Use pot lids to reduce humidity and save energy.

Room Temperature (Thermostats):

• Set thermostats between 15º and 23º Celsius. Remember, during the fall, winter and spring seasons it is important to maintain a minimum of 15º Celsius in each room. If you don’t mould may grow.

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Windows, Drapes & Doors:

• Open all window drapes every morning.

• Clean all window tracks and ensure drainage holes are free to drain.

• Open bedroom doors during the day to improve circulation of warm air.

• Routinely open windows slightly to bring in fresh air.

Dryer ducts:

• Ensure that your dryer duct is connected properly. If unsure, contact your MVHC Representative.

In General:

• Never hang wet laundry inside to dry.

• Keep all furniture and boxes a minimum of 1"away from exterior walls to allow warm air to circulate and keep walls warm. Do not pack closets with boxes.

• Put a cover on your aquarium.

• Reduce the number of potted plants in your suite.

These steps will improve interior air quality and reduce the likelihood of mildew and mould growth. If you have any questions or concerns, please contact your MVHC Representative.

How to Clean Up Small Areas of Mildew & Mould?

Please contact your MVHC Representative.

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Pest Control Should you find pests in your home we ask that you purchase safe products to address the problem.

If the problem persists, we will work with you. Please use the Maintenance Request Form to report pest problems. Be sure to let us know what you have done to try and solve the problem.

Steps you can take to prevent problems with pests include:

• Keep food stored in glass, metal or hard plastic containers with tight-fitting lids.

• Clean behind and under the fridge and stove every six months.

• Regularly remove your garbage to the bins, including recyclables and organics.

• Refrain from taking upholstered furniture and mattresses home that have been discarded by another household.

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MAINTENANCE & REPAIRS


How to Request Repairs to your HomeFollow these four steps to request routine repairs to your home for prompt service:

1. Obtain a Maintenance Request:

• Forms are available in laundry rooms or near the site office or;

• Access MVHC's electronic maintenance request system through: http://www.metrovancouver.org/services/housing/tenants/maintenance. Select maintenance request for your location.

2. Complete all the information on the top white copy of the paper form or all fields on the electronic form. Be sure to clearly provide your maintenance concern(s). If you prefer to be home during repairs, make sure you indicate specific dates and times that you are available and when you don’t want anyone to go into your unit.

3. Sign the Maintenance Request Form or submit the electronic form. Providing MVHC staff and/or designated contractors permission to enter your unit to perform the maintenance work requested will allow us greater flexibility in scheduling to ensure speedy repairs. We will always knock before using the master key to enter, and once we enter, we loudly ask if anyone is home before we proceed with the work.

4. If paper form is completed, remove the top (white) copy of the Maintenance Request and keep it for your records. Drop off the remaining pages to your site office mail box. If sent electronically, you will receive a confirmation that we have received your request and to expect a call to schedule the work.

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The MVHC Representative reviews and determines the urgency of each request. They will then inspect and make repairs if possible. We need your help to make repairs flow smoothly. Inspections and repairs are performed between 8:00 am and 4:30 pm Monday to Friday. No work will be done outside these hours, unless it is a true emergency. Please note that tenants are financially responsible for wilful damage.

If a contractor is required, the MVHC Representative will make arrangements to complete the work. If you give permission to enter, the work can be completed more quickly. If the contractor arranges an entry date directly with you, it is your responsibility to ensure:

1. You are available to allow entry, or

2. Arrangements are made with a friend or neighbour to allow access, or

3. You notify the MVHC Representative to arrange access.

Missed appointments can result in extra call out fees, which will be your responsibility and, your repairs may also be delayed.

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How to Request Emergency Repairs Outside regular working hours of 8 am to 4:30 pm Monday to Friday, emergency repair calls are forwarded to a call centre. This includes weekends and holidays.

Emergencies are:

• Flooding or leaking water pipes or hot water tank – if possible turn off the water coming into your unit.

• Overflowing toilet – try to plunge first.

• Toilet not working and you do not have a second toilet – try to plunge first.

• Complete loss of electricity in your unit – check with Hydro to confirm that it is not affecting the neighbourhood; also, check your breakers before calling.

• Exterior door lock not functioning. If a locksmith is required due to lost keys, please note that you will be asked for picture ID that includes your address.

• No heat in the entire unit. Check the breaker panel and call BC Hydro first.

• Elevators not working.

• Unable to exit underground parking.

Each emergency call is assessed by the dispatcher to decide if immediate action by staff or by a contractor is necessary, or, if it can wait until the next business day.

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Information the Emergency Dispatcher Needs:

The emergency repair dispatcher does not know you. You will be asked for your:

1. Name

2. Building name, unit number and street address

3. Details of the emergency

4. Telephone number

What If There Is No Response?

If the emergency dispatcher told you that someone has been dispatched to your unit, and they have not arrived within one hour, call the emergency line again to get an update.

Misuse of Emergency Maintenance Line

If a contractor is dispatched on an emergency call, and it is determined that the call is clearly not an emergency, you will be responsible for costs associated with the contractor coming to your unit or site.

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BEING A GOOD NEIGHBOUR


SmokingSmoking is a more sensitive issue these days than in the past. As a result, there are more regulations around smoking and second hand smoke. Smoking is not permitted in any common areas and, in some

developments, may be allowed only in designated areas outside. If you are a smoker, and maintenance staff must come to your unit for any repair work, you will be asked not to smoke inside your home for one hour before they arrive and while the work is being carried out, as per Worksafe BC regulations. If you smoke on your balcony, check with neighbours to make sure they are not bothered by second hand smoke. Metro Vancouver Housing Corporation has designated sections or blocks of units that are non-smoking in a number of properties.

Making Life Better MVHC wants to create communities that are safe, inclusive and comfortable. We will do our part, within the limitations of the Residential Tenancy Act. Your co-operation is needed. We encourage you to:

• Resolve disputes directly.

• Play a part in making your home and neighbourhood more secure.

• Work with crime prevention programs and organizations to stop crime.

• Contact the police if there is immediate threat to persons or property; phone the police non-emergency line for issues relating to nuisance (noise) or other things such as suspected stolen vehicles.

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MVHC will protect the safety of our staff as well. If a tenant harasses or assaults staff, immediate action will be taken. Communication needs to be respectful at all times. Staff are instructed to walk away, disengage and end the conversation until a calmer exchange can take place.

GuestsWe all have friends and family who visit from time to time. Remember, you must get written approval from your Area Manager if guests will be with you

for an extended period. Once a guest uses the unit as a principle residence, you need to make application to have that person added to the Tenancy Agreement.

As a tenant you have signed an agreement with us to act in a way that considers the other residents in your complex. You must make sure that people who live with you or come to visit your home act in a way which does not upset others.

Noise & DisturbancesYou and your neighbours are entitled to privacy and quiet enjoyment of your homes. Please make sure

that you, your household members and guests avoid excessive noise and disturbances. This can lead to eviction.

Children and pets are your responsibility and should be supervised at all times. MVHC provides on-site play areas for children. Please ensure children do not play in the hallways, elevators, laundry rooms, locker rooms or underground parking garages.

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We All Have a Responsibility1. Act in a way that considers others.

2. If you have issues with the actions of children, speak with the parent(s).

3. Talk to your neighbours to sort out differences early on. One polite conversation could be all that is necessary to resolve a problem.

4. If problems persist, tenants or the MVHC can bring disputes to the Residential Tenancy office for a ruling. MVHC will write to tenants who demonstrate consistent breaches of the Tenancy Agreement. Tenants must put complaints in writing and be prepared to testify at an RTA arbitration hearing.

Complaints and SolutionsIn case a situation arises where you feel it is necessary to make a formal complaint about another tenant or MVHC employee, here are some guidelines to follow:

Complaints about another tenant

1. If the complaint concerns property damage, a threat to you or a family member, or a crime, then contact the police immediately. Please report this to MVHC so we can keep the police file number in our files.

2. Try going directly to the other tenant(s), discuss your concern with courtesy and explain the effect it is having on you and/or your family. Often, the other person is just not aware that something is wrong and the problem can be cleared up immediately.

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COMPLAINTS & SOLUTIONS

3. If the situation continues, you should carefully write out the complaint and note that you have already brought the issue to the tenant(s) involved. Explain the exact problem and where and when it occurred as well as the unit number and/or tenant(s) name. Be sure to date and sign your letter.

4. Address your letter to the Area Manager. Your Area Manager will ensure that your complaint is confidential.

5. If your Area Manager is considering an arbitration hearing based on written complaints, you will be asked to attend the hearing.

Complaints about a MVHC Employee

1. First, speak to the staff person directly to try and solve the issue.

2. If you have not solved the problem, and you think the issue is serious enough, you should write to your Area Manager. Solutions to the problem will be looked at, and hopefully the problem can be resolved.

3. The MVHC has a formal complaint procedure that will involve the Division Manager, Housing Area Operations when an issue still cannot be resolved. Please contact the MVHC offices if you have followed the other two steps and are still concerned about the issue. You can reach the Manager by contacting Housing Information at 604-432-6300.

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YOUR RIGHTS AS A TENANT


Residential Tenancy ActThe provincial Residential Tenancy Act explains the rights and responsibilities of tenants and landlords. You have the same responsibilities as any other tenant in BC. Unless you are paying market rent, the rules for rent increases do not apply to you, because the Tenant Rent Contribution you pay is based on 30% of your household’s gross income (subject to minimum rents).

For more information on your rights and responsibilities as a tenant, you can phone the Residential Tenancy Branch at 604-660-1020 or go to their website at www.rto.gov.bc.ca

Tenancy AgreementBefore you moved into your unit, you signed a Tenancy Agreement with MVHC. This is based on the Residential Tenancy Act. You should have a copy of this agreement. If you have lost yours, you can call your Property Assistant to request another copy.

Please read the agreement. If you find some of the terms difficult to understand, your Property Assistant can explain them.

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Human RightsThe Human Rights Code states that a person cannot discriminate against someone because of race, colour, ancestry, place of origin, political belief, religion, marital status, family status, physical or mental disability, gender, sexual orientation, age or source of lawful income.

You should take your complaint directly to the BC Human Rights Tribunal 604-775-2000. Another option is to contact a human rights lawyer.

ConfidentialityMVHC keeps a tenant file for your tenancy which includes the Tenancy Agreement, rent and income information, and correspondence.

MVHC has confidentiality guidelines that all staff must follow. The guidelines ensure your privacy as a tenant and allow staff to share information with other staff members only.

Tenants may request through the Freedom of Information and Protection of Privacy Act to see their file. You will need to contact the MVRD Corporate Secretary at 604-432-6200. The “MVRD” is the parent organization of the MVHC.

If a tenant would like MVHC to share information with another person or agency, staff must be given written permission and instruction on what information can be shared by the tenant. MVHC will not share information about one tenant with another tenant.

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Moving Out When you decide to move out, you must provide your Area Manager with written notice. Hand in your notice no later than the last day of the month, one month before you plan to move, for example, by 4 pm. on March 31 for an April 30 move out. Your MVHC Representative will make an appointment with you for a pre move out inspection of your unit before you leave, and will give you a list of the cleaning you have to do before moving out. Leave the unit as clean as it was when you moved in. Except for normal wear and tear, any damage to your unit is your responsibility. Repairs may be charged to you.

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TENANT ASSOCIATIONS

TENANT ASSOCIATIONS MVHC is committed to building community within our complexes through Tenant Associations. We support democratically functioning Tenant Associations and have devoted staff resources to help make this happen.

Goals & ObjectivesWe encourage tenants to organize an association and will work with your elected representatives. Tenant Associations provide an opportunity for tenants to work with the MVHC in an advisory capacity on matters affecting the community.

Tenant Associations • Foster a strong, healthy, safe community by expanding

tenant involvement.

• Promote pride and a sense of ownership in both the individual rental unit and the shared common areas.

• Foster and encourage wellness, self-development, leadership and community.

• Create opportunities for tenants to share their time, skills and energy as volunteers and community leaders.

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TENANT ASSOCIATIONS

• Achieve better communication between MVHC and tenants.

• Build meaningful partnerships with community organizations by connecting tenants to additional resources in the wider community.

Young People and Tenant AssociationsTenant Associations are a way to formally organize social activities for youth of all ages. MVHC can also assist the Tenant Association with outreach to resources in the community.

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COPYRIGHT & DISCLAIMER

© 2018 Metro Vancouver Housing Corporation

Copyright to this publication is owned by the Metro Vancouver Housing Corporation (the “MVHC”). Permission is granted to produce or reproduce this publication, or any substantial part of it, for personal, non-commercial, educational and informational purposes only, provided that the publication is not modified or altered and provided that this copyright notice and disclaimer is included in any such production or reproduction. Otherwise, no part of this publication may be reproduced except in accordance with the provisions of the Copyright Act, as amended or replaced from time to time.

While the information in this publication is believed to be accurate, this publication and all of the information contained in it are provided “as is” without warranty of any kind, whether express or implied. All implied warranties, including, without limitation, implied warranties of merchantability and fitness for a particular purpose, are expressly disclaimed by the MVHC.

The material provided in this publication is intended for educational and informational purposes only. This publication is not intended to endorse or recommend any particular product, material or service provider nor is it intended as a substitute for engineering, legal or other professional advice. Such advice should be sought from qualified professionals.

This document contains important information for tenants. If you have difficulty reading English, please have someonetranslate the information for you. If you need an interpreter to assist you, you should retain one. Interpretation services are available through:

MOSAIC 604-254-8022 S.U.C.C.E.S.S. 604-408-7274

. .

. :

Le présent document contient des renseignements importants pour les locataires.Si vous éprouvez des difficultés à lire l’anglais, veuillez demander à quelqu’un de vous traduire les renseignements. Si vous avez besoin d’un interprète pour vous aider, vous devriez retenir ses services. Des services d’interprétation sont offerts par :

MOSAIC 604-254-8022 S.U.C.C.E.S.S. 604-408-7274

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