rental-housing - Canadian CRB Program

Certification makes a difference – The proof is in the feedback!

Dec 1, 2019

In June of 2008, the Federation of Rental-housing Providers of Ontario (FRPO) launched the first-ever tenant-focused quality-assurance program that promotes property management best practices when it comes to operating apartment buildings and providing good quality service to tenants.

From the feedback received over the past three-and-a-half years, we were spot-on in our intentions, with the Certified Rental Building Program (CRBP), to provide Ontario renters with an apartment quality-assurance tool that would assist them to find an apartment home with good quality service standards in well-managed, well-run, professionally managed apartment buildings.

The numbers tell the story of how Ontario rental-housing consumers are seeing first hand the benefits and value in finding a quality rental home that meets CRBP Standards of Practice.

Last year, prospective renters clicked on the program’s website (www.crb.program.org) over 21,000 times and conducted over 52,000 individual searches for a rental-property of their choosing. After only eight months, in 2012, that website has been visited over 35,000 times and is on track to double the number of renter inquiries in 2012.

There is yet another glowing example witnessed in J.D. Power’s 2011 Canadian Resident Survey results:

• Over 74 per cent, of renters surveyed, cite building certification as “somewhat” or “extremely” important in their decision to rent;

• Over 26 per cent are aware of the CRB program administered by FRPO or one in four prospective renters cited the CRB program as a part of their decision criteria in choosing a rental home

• Finally over 80 per cent indicated “definitely” or “probably” will recommend their building to others if it was certified.

Customer service standards are a major component of the CRBP, ensuring that property management staffs, in “certified” buildings, provide all tenants with efficient, safe living conditions and courteous, respectful service. Renee Bourgon, Director of Marketing and Communications at Minto Properties states that “The FRPO Certified Rental Building Program re-enforces and supports our objectives to apply high standards of resident services across the entire portfolio of our buildings.

This consistency across Certified buildings in Ontario produces positive results that are not lost on prospective renters and existing tenants. Among the comments we have received are the following:

• “The FRPO Certified Building Program gave us the confidence to know we were moving into a well run building, before we actually made an appointment to check it out.

• The Certified building program is known for looking after the details of what a tenant should expect from a landlord.

• The FRPO Certified Building Program is like the Good Housekeeping Seal of Approval for all Ontario Rental properties, and we like it.

• When we were looking for a new apartment, we knew to narrow our focus to FRPO CRB Buildings only.

• We are careful about who we rent from, so we would only choose a building that was FRPO Certified.

• If you want to take the guessing out of what company offers the best run buildings, look for the CRB Sign in the ads.

As an industry association, FRPO’s objective is to promote a balanced and healthy housing market with a vital rental-housing industry, choice for consumers, adequate government assistance for low-income households, and effective private sector solutions to rental-housing needs. The CRBP is just one example of how we meet the diverse needs of our members and continue to help those seeking rental accommodations to make their best choice.

Communication is key in good Landlord/Resident Relationships

Aug 22, 2019

Being an educated consumer is wise these days, and when shopping for a rental apartment, there are many things to look for that indicate your choice is a good one. Your most powerful tool is communication – before, during and after you make your decision and move in.

You can tell a lot about an apartment building from your first visit to inquire about vacancies.

Are you greeted by friendly, polite, cordial office staff? When you ask questions – and you should ask many – do you receive satisfactory answers?

Is the rental office clean and organized, and can the staff members produce requested documents quickly? Pleasant interaction with staff is important on a day-to-day basis. How you are treated at the outset reflects how you will be treated once you are a tenant.

Tenants want professional and courteous property management staff, and in turn the latter group is looking for good, responsive tenants,” says Charlesy Brunne, Director of Operations – GTA for Minto Apartment limited “The CRBP ensures that each property manager has effective two-way communication policies and processes in place”.

When you move in, your building manager should provide you with information on how to make general inquiries/complaints, and how to make maintenance requests. If they do not provide you with this information readily, then ask them to explain to you what policies they have in place for dealing with these types of general tenant inquires. If they cannot articulate to you clearly what their complaint/maintenance request policies are, then you may want to raise a red flag about whether this is a place where you want to make your apartment home.

Apartment buildings in the CRB program must have clearly documented policies and procedures in place for dealing with tenant inquiries (of any nature) and for dealing tenant requests for maintenance. Additionally they must be able to clearly demonstrate that they respond to all inquiries with two business days or less. The CRB program treats effective two-way communication between property managers and their tenants as integral part of its program.

For example, if you make a verbal inquiry for a repair, you should be able to expect owners and property managers to respond within two business days. If the repair involves the landlord or property manager entering the apartment, there must be written notice given at least 24 hours before the time of entry, which should be scheduled between 8am and 8pm, unless there is an emergency or if the tenant gives the landlord permission to enter ahead of time.

If you receive no response, according to the Ontario Residential Tenancies Act, you should put your request in writing, date it and keep a copy. Then, if you have had no response in a reasonable time, call a municipal building inspector to look into repairs. Keep a copy of the inspector’s report for your files.

If the repair still isn’t completed, you can contact the Investigation and Enforcement Unit. If this step does not resolve the problem, contact your lawyer, municipal Councillor or Community Legal Clinic. It is possible that you can apply for a rent reduction on the basis of the repair not being done, therefore representing a reduction of services in your apartment.

The best results happen when staff members respond to your inquiry or request promptly and efficiently.

This is the kind of professionalism required of the managers and/or landlords of buildings that complete the Certified Rental Building Program (CRBP) successfully. CRBP was created by the Federation of Rental-housing Providers of Ontario (FRPO) to help ensure a high quality of life for tenants in certified buildings.

It all comes down to respect for each other. Landlords have to respect tenants’ privacy, and tenants have to respect the tremendous responsibility that landlords have to keep the building safe and well maintained. The CRBP covers this topic thoroughly.

You can find the Residential Tenancies Act at ontariotenants.ca and at frpo.org and crbprogram.org