Condo Living Etiquiette: Avoiding Chargebacks – Winter 2025

February 7, 2025

For those new to living in condo communities, a common pitfall that residents experience is missing a service call or inspection. Condo corporations require routine access to suites for mandatory maintenance on various components of the condo unit. These include, but are not limited to:

Fire/smoke alarm safety tests
Annual fire safety equipment inspections
Fan coil maintenance and routine cleaning
Window seal inspections
Suite door hinge adjustments
Kitchen stack flushing
Hardwired internet installation (such as Bell Fibre Optic lines)
Investigations of unusual noises or leak-related incidents on lower floors (e.g., riser valve inspections or water supply line inspections)

Many of the instances above are mandatory for the building to comply with certain city codes and bylaws. As a result, units cannot be skipped, and exceptions cannot be made. Your onsite management is required to provide you with a minimum of 24 hours’ notice prior to entry and will often post a notice on your online portal, as well as a hard copy in common areas (usually in visible, high-traffic areas such as hallways or elevators).

Upon entry, the appropriate trade will always be accompanied by a member of the building staff, such as the superintendent, front desk concierge, or onsite security guard. Specifications on who will be accompanying the trade in each case will be noted on the formal bulletin, along with the date of service and approximate timeframe.

Common Reasons for a Callback

There are a few common reasons the building management may not be able to enter a suite, resulting in a callback. Callbacks typically occur a few days after the initial visit and will be announced via general email communications.

1. Unattended Pets

Condo corporations require pets to be properly registered in the building system so staff are aware of their presence in case of an emergency. If a cat or dog is left unattended in the suite and not secured by a crate or leash, staff will not proceed with entry. This practice is for the safety of both the staff and the pet, and will result in a callback.

To register your pet, please visit the front desk of your building and request a registration form. You can also inquire with your landlord how to go about getting the onsite management the information they need. Remember, it is absolutely mandatory to disclose whether you have a pet in the suite!

2. Furniture or Belongings Blocking Access

For inspections of fan coils, hard-wired installations, and stack cleanings, trades need access to certain areas of the condo to properly complete the work order. All large furniture must be situated at least two feet from any fan coil panels. Not only does this allow for proper airflow through the main vents, but it ensures that trades have ample access for inspection and maintenance.

Kitchen stack cleanings are performed as determined by the corporation’s board of directors and are conducted by a licensed plumber. Stack cleanings are critical to ensure the condo’s plumbing lines remain clear of dirt and debris that can accumulate in the vertical spaces between units. If not conducted, tenants often experience frequent backups in their kitchen sinks, which is an unsightly and unpleasant problem. For the work to be done properly, trades will need clear access to the sink, as well as the space beneath the faucet where the main pipes are located.

While not as common as the instances above, some older condos will arrange for the modernization of their internet wiring to allow tenants access to faster, more efficient wireless services. In this case, the notice posted by the building will indicate which areas of the suite need to be cleared. Internet panels are typically located in hallway or entryway closets and are secured behind a white panel.

3. Restricted Access to the Condo Suite

In some instances, tenants might install manual chain locks (sometimes called hotel locks) on the inside of their suite doors, typically for added security. Please note that these chain locks are not permitted by most condo corporations, a clause for which can be found in the building’s rules and regulations. In an emergency such as fire, flood, theft, etc, the building may require unrestricted access to your suite. A manual lock can delay entry, which could be critical in such an emergency. Restricting access in this way may result in a callback (in the case of a service call or work order) and could lead to further action if it hinders emergency access.

What Happens if I Miss a Callback?

In most cases, buildings will allow one to two callback arrangements with their contracted company of choice. If both or all scheduled visits fail to complete the work order, the building will reach out to the landlord, requesting immediate arrangements for the service independently. In this case, the landlord has the right to forward any invoices for charges incurred to the tenant, provided the missed suite entry is due to negligence. Chargebacks can be costly and inconvenient, as access must be arranged independently.

Service Call Chargebacks

It is important for tenants to understand that any service call, regardless of nature, will incur a flat-rate charge. The cost depends on the company and can range anywhere between $150 and $300 before tax. Appliance technicians, contractors, and other specialty trades frequently operate on tight schedules and cannot afford to wait at your condo for access. If the tenant fails to provide entry to the suite at the scheduled time, the landlord is within their right to forward any related invoices to the tenant for payment. Not only is this an unfortunate financial waste, but it also delays the intended repair process!

Chargebacks are disappointing and inconvenient; however, they are completely avoidable. Take a few moments each day to review the building notices and announcements. Dedicate some time to maintaining a clear line of communication with your landlord and carefully review any details or instructions they may provide. If you have an upcoming appointment for a trade, ensure you arrive home with some time to spare or set an alarm in the morning. If you have questions regarding timing or what is required of you, don’t hesitate to ask!

Thank you for your ongoing cooperation.

Regards,

The Rental Lifestyle Group Inc. – Residential Leasing and Management – Toronto

Date: February 7th, 2025