Frequently Asked Questions – Current Residents

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Maintenance

How can I request and schedule routine maintenance (e.g., for a non-emergency repair)?

Please fill out our maintenance request form in which you  provide details of the problem you are experiencing and  authorize a maintenance staff member to enter your suite if you are not home.  The form can be obtained from your building manager by visiting the office during regular business hours or, as a convenience to our residents, you can fill out our online maintenance request form  which can be submitted electronically.

What if I have an emergency issue outside of regular office hours?

All Destaron buildings have emergency coverage 24 hours a day – 7 days a week. In the case of an emergency, e.g., flood, drain blockage, lack of heat or a refrigerator that is not functioning, please call the building manager’s office number which is forwarded to the building’s emergency coverage team who will respond to your issue. Do not submit a online maintenance request since these will only be processed the next business day.

Will I be notified if there is a repair person coming to my suite?

In the case of an emergency, Destaron would enter the apartment immediately. For a routine maintenance job, you will be asked in the maintenance request form to acknowledge that a maintenance person will have access to your suite to perform the repair. In that case, no additional prior notice is given. In the case of an annual inspection, Destaron will provide you with at least 24 hours written notice.

What sort of things should be reported to the building manager either via email or during regular business hours?

Please report any maintenance issues you are experiencing to your building manager by filling out our maintenance request form in which you  provide details of the problem you are experiencing and  authorize a maintenance staff member to enter your suite if you are not home.  The form can be obtained from your building manager by visiting the office during regular business hours or, as a convenience to our residents, you can fill out our online maintenance request form  which can be submitted electronically.

How long does it take to fix things?

Depending on the nature of the repair, we usually have it assessed within 24 hours of being reported and if possible repaired in that timeframe as well.  At Destaron, we carefully monitor and track our performance at fixing repairs thoroughly and quickly since we know that is important to our residents.  As well, if during an annual inspection, when the suites are carefully examined by the senior team, if we notice a maintenance issue before the resident reports it – it will be scheduled for repair and the resident will be notified, without the resident even having to report it!  That is one aspect of the Destaron Difference.

What if I break something?

If the breakage requires an emergency repair, please call the building manager’s office immediately.  If it is not an emergency, either email the building manager right away or call/stop by the building manager’s office that day during regular business hours. Repairs made necessary through “normal wear and tear” are paid for by Destaron. Residents will only be billed for repairs due to willful damage or negligence by residents, their pets, and guests. Destaron’s insurance does not cover damage to residents’ personal belongings. It is every resident’s responsibility to purchase tenant’s insurance to protect against loss.

What do I do if my toilet is not flushing or it is running?

If your toilet is not flushing at all, please call your building manager. If this is the only toilet in your suite, then please note that Destaron has emergency coverage 24 hours a day, 7 days a week.  During off hours, the building manager’s office number is forwarded to the building’s emergency coverage team.

If your toilet is running, check your flush handle to ensure it is not stuck (just tap it lightly).  If this works, no further action is necessary.  If this does not work, please fill out a maintenance request form in which you  provide details of the problem you are experiencing and  authorize a maintenance staff member to enter your suite if you are not home.  The form can be obtained from your building manager by visiting the office during regular business hours or, as a convenience to our residents, you can fill out our online maintenance request form  which can be submitted electronically.

What should I do if I have a leaky sink (kitchen or bathroom)?

If there is a lot of water pouring in, please call your building manager immediately.  All Destaron buildings have emergency coverage 24 hours a day, 7 days a week.  The building manager’s office number will be forwarded to the building’s emergency coverage team if this is outside of business hours, and they will respond to the issue. If necessary, put towels around the area to prevent further damage to the floor and suite below.

If is just a small drip, check to ensure there is no water on the countertop that could be leaking.  If there is water on the countertop, please dry it up and recheck your leak.  If it is still leaking, please contact your building manage to submit a maintenance request form.

What should I do if my tap is dripping?

Check that the handle is completely closed, but do not force it.  If this does not correct the problem, please fill out our maintenance request form in which you  provide details of the problem you are experiencing and  authorize a maintenance staff member to enter your suite if you are not home.  The form can be obtained from your building manager by visiting the office during regular business hours or, as a convenience to our residents, you can fill out our online maintenance request form  which can be submitted electronically. The sooner you do this, the better we can work together to avoid problems and wasting water.

What should I do if my oven or stove is not working?

If your oven or stove is not working at all, check if your oven has timer, and if so, please ensure it is set to “Manual”.

If this does not work, or if it is just one burner that is not working, check that a fuse has not blown.  If it is a fuse, replace it with a 15 amp fuse available at your local hardware store.

If you do not know how to check your fuse, or if a blown fuse is not the cause of the problem, please fill out our maintenance request form in which you  provide details of the problem you are experiencing and  authorize a maintenance staff member to enter your suite if you are not home.  The form can be obtained from your building manager by visiting the office during regular business hours or, as a convenience to our residents, you can fill out our online maintenance request form  which can be submitted electronically.

What should I do if a light or electrical outlet is not working or if I blow a fuse?

If a light is not working, first check the bulb to ensure it is not burned out.

If any outlet, switch or light is not working, check your fuse panel to see if a fuse has blown.  If so, replace it with a 15 amp fuse available at your local hardware store.

If you do not know how to check your fuse, or if a fuse is not blown yet a light or outlet is not working, then please fill out our maintenance request form in which you  provide details of the problem you are experiencing and  authorize a maintenance staff member to enter your suite if you are not home.  The form can be obtained from your building manager by visiting the office during regular business hours or, as a convenience to our residents, you can fill out our online maintenance request form  which can be submitted electronically.

What should I do if my cupboard or closet door is broken?

Please fill out our maintenance request form in which you  provide details of the problem you are experiencing and  authorize a maintenance staff member to enter your suite if you are not home.  The form can be obtained from your building manager by visiting the office during regular business hours or, as a convenience to our residents, you can fill out our online maintenance request form  which can be submitted electronically.

What should I do if my phone, Internet or cable is not working?

If your phone is not working, please contact your phone service provider.

If your Internet is not working, please contact your Internet service provider.

If your cable is not working, please contact your cable service provider.

There is no need to contact the building manager for a maintenance request form.

What should I do if there is no power in my unit?

Look into the hallway to see if the power in the building has been affected.  If so, it is most likely an area issue and will already by getting dealt with.  If not, immediately phone your building manager.  All Destaron buildings have emergency coverage 24 hours a day, 7 days a week.  During off hours, the building manager’s office number is forwarded to an emergency coverage team who will respond to your issue.

What should I do if my smoke detector is beeping?

Check whether your smoke detector is battery-operated or hard-wired.  If it is battery-operated, replace your 9 volt battery, available at your local hardware store.  If you do not know how to replace your battery, please fill out our maintenance request form in which you  provide details of the problem you are experiencing and  authorize a maintenance staff member to enter your suite if you are not home.  The form can be obtained from your building manager by visiting the office during regular business hours or, as a convenience to our residents, you can fill out our online maintenance request form  which can be submitted electronically.

If your smoke detector is hard-wired, immediately contact your building manager or on-call person by phone.  Do NOT submit a maintenance request form.  For your safety, and the safety of those around you, you must not tamper or disconnect your smoke detector.

Miscellaneous

Are residents allowed pets?

While Destaron does allow residents to have a pet, we want to ensure that a resident’s pet does not disturb their neighbours and so Destaron ensures every lease holder signs a pet owner policy.  Certain restrictions may apply.

Do roommates have to sign the lease?

Yes. Each lease holder of the suite must be named on the lease as well as a list of all occupants. Even after the lease has been signed, if a leaseholder decides to bring in a new roommate, the new roommate must be approved by Destaron and provide the required information.

Why is electricity not included in the monthly rent?

While there are a couple of exceptions, most of Destaron’s buildings’ suites are metered separately so that residents who are energy conscious will not have to absorb the costs for their neighbours who are not.  Please read “Keeping our Buildings Green” to better understand how Destaron has introduced numerous energy efficient improvements to better serve residents, ultimately lower monthly costs and help conserve energy in the communities in which Destaron operates.

What if my neighbour is really loud?

We strive to learn as much about our new residents as possible by contacting prior landlords and employers before they are approved to move in, since we care about your future neighbours and want to minimize any potential issues. However, we recognize that, on occasion, issues may unfortunately occur between residents. If you provide your building manager a written letter or email, they will ensure that issues are dealt with appropriately.  During regular business hours, should the noise be at a level that interferes with the peaceful enjoyment of your home, please contact your building manager.  After business hours, feel free to contact your local police authorities and then report the incident to your building manager via email or in person the following business day.

What if I lock myself out of my apartment?

It is your responsibility to ensure you have keys to your suite at all times. However, we realize from time to time a resident could get locked out. In such instances please see your building-manager or the staff member on call if after hours. Depending on the circumstance, a nominal fee may apply.

What if someone buzzes me and I don’t know who they are?

You must ensure you know who is buzzing before someone is let in.  Solicitors are not permitted in the building. Destaron does not want them disturbing our residents. You should immediately contact the building manager if you notice suspicious activity (or the police depending on the severity).

What if I am late with my rent?

Rent cheques need to be received at the building manager’s office by the first of the month – regardless of statutory holidays.  Residents can drop off cheques in the mail slot. For your convenience, residents can sign up for pre-authorized debit so that cheques do not have to be dropped off each month.

Can I provide post-dated cheques so as not to worry about getting rent cheques in each month?

Destaron is pleased to accommodate that request.  Your building manager will gladly store your post-dated cheques securely so that you do not have to be concerned about on time payment each month. Additionally, for your convenience, residents can sign up for pre-authorized debit.

Can I pay rent online?

At this point, there are fees associated with online payments that Destaron did not want to have to pass along to its residents.  Until the fees are reduced, Destaron did not think it appropriate to offer online payments. However, residents can instead sign up for pre-authorized debit which should be just as convenient and there should be no incurred fees.  Please ask your building manager for the pre-authorized debit form.

Is there any where to take pets off leash?

As per the city by-laws pets are to be leashed at all times unless they are in a leash-free park. Your building manager will be happy to speak with you about nearby spots suited for walking pets.

Is there recycling on premises?

Yes – each of Destaron’s buildings has a recycling program as it is part of Destaron’s commitment to environmental conservation. Please speak with your building manager to find out the specific policies of your building.

Where do packages get delivered (apartment complexes)?

Many of our buildings have Canada Post delivery boxes so that residents can receive packages safely and securely. For those buildings which do not, deliveries are arranged by residents and if they are not at home, the driver normally leaves a notice. Due to liability issues staff cannot accept parcels.

What if I no longer require my parking spot?

Once the spot is no longer required, please inform the building manager within 60 days so that you will no longer be charged. Parking spots are part of your lease agreement and are subject to the same lease requirements.  You are not allowed to share the spot or allow someone who is not living with you to use the spot.  This is a security measure as in the unlikely event of an emergency, Destaron must be able to immediately contact the vehicle owner.  As well, parking is made available for Destaron residents only – certain buildings have limited parking availability and priority must be given to current residents.

Do I need to renew my tenant’s insurance?

Absolutely. It is not something that is just required for the first year.  You would be risking a huge financial loss in the event of an accident – even if it is not your fault. It is not just to protect your possessions – but also against liability for damages to the building and neighbour’s property.  If there is a fire or flood in one suite, the resident would not only have to replace all their belongings, but may also have to pay for a new place to stay, time off work, moving expenses, etc.  Tenant’s insurance is required by law and can often be purchased for less than a dollar a day.

Do I need to change batteries in my smoke detectors?

Prior to move-in, Destaron checks all smoke detectors to ensure proper operation. We also carry out annual inspections on all fire safety equipment. After that it is the residents’ responsibility to maintain their smoke detectors and change the batteries twice a year. A good practice is to change the batteries spring and fall. Please note that it is illegal to tamper with your smoke detector. If you are experiencing a problem with your smoke detector, please advise the management office immediately.

What happens at the end of my first rental year?

Ninety days prior to the anniversary of your move in, you will receive a notice of a rental increase.  After the first year, your lease will become a month to month term. Please note that you are still required to provide sixty (60) days written notice if after that time you then wish to terminate your tenancy.  Please see the Frequently Asked Questions in the Moving Out section below for more details.

For more detailed information, you may consult with the Ontario Tenancy Act.

Moving Out

How far in advance must I notify Destaron when I want to move out?

In Ontario, it is law that written notice of termination must be given 60 days prior (2 calendar months) from the first day of the month prior to the end of your tenancy. For further clarification please refer to your lease or speak with your building manager. Please note that in addition to the 60 days’ notice, residents in their first rental year are liable until their one year anniversary.

If I am moving to another city, is there a benefit of checking out if Destaron has any apartment buildings in that city?

Absolutely.  Destaron encourages residents to check the Destaron website or speak with the building manager.  If you move to another Destaron location, we will ensure your move will be as stress free as possible by processing your application quickly and providing a smooth transition between our buildings. You will also have the peace of mind of knowing that the level of care provided by Destaron will be continued at your new home.

What if I need to move in my first year of tenancy before my annual lease is expired?

You should speak with the building manager who will explain your options to you.  Legally, you are liable until the end of your lease.

What if I give notice to vacate and then decide I want to stay?

You must provide written notice of your request to the building manager’s office. Once the notice has been received it will be forwarded to Destaron’s head office to try to accommodate you.

What happens during the 60 day period after I notify Destaron of my intent to move?

Upon receipt of the written notice, you will get a thank you letter for being part of the Destaron community and information on your responsibilities prior to move out.  The letter will outline the process for the suite inspection and showing the suite to prospective residents.

Describe the inspection process.

When a resident notifies the building manager of their intention to move, they will be given an appointment for an inspection at a time that should be mutually agreeable.  Then a pre-move out inspection is conducted with a Destaron staff member and instructions are given for your preparations to move. Please speak with your building manager to discuss how this process has been modified to respect COVID protocols.

What if I do not have the time to do a move-out inspection with my building manager?

Residents are liable for any damage to the suite; and so we prefer you be there to understand any potential issues.

Do I get a copy of my inspection?

Yes – you will get a copy of the inspection report.  Click here for an example of a blank inspection report.

How do I get back my last month’s rent?

The last month’s rent that you paid in advance when you moved in will be used to pay your last month’s rent.  Typically residents have found that with moving expenses piling up, it is a welcome relief to not have to pay any additional amount for rent in their month prior to the move out. All refunds owing to you when you vacate can be forwarded to your new address.

To what extent do I need to clean my suite / repaint / cover the holes in the walls?

Each suite should be left in the same condition in which it was received. This is covered in your move out letter, as well as when we carry out your pre-move out inspection.

What do I need to do as I get closer to move out day?
  • Schedule the elevator 2 weeks in advance as the elevators can only be reserved for two hour slots.
  • Leave a forwarding address with Destaron should we need to reach you.
  • Destaron will send any mail that arrives for you after move out back to Canada Post, so we suggest that you notify Canada Post and Government offices of your address changes.
  • Do the final cleaning, take out the garbage and, if applicable, clean out your locker.
  • Do a final move-out inspection with a Destaron staff member.

Please speak with your building manager to discuss how this process has been modified to respect COVID protocols.