Frequently Asked Questions

Your rent bundles in gas, water, in-suite furniture, snow clearing, general maintenance and the cleaning of shared common areas. High-speed internet is also included at no extra cost.

Hydro (electricity), cable television and any phone line are arranged and paid for by the tenant. If you need them, we're happy to share the contact details of local providers to get you connected.

Both. We offer a range of suite layouts, so whether you're applying on your own or with a group of friends, we can find something that fits.

Looking for roommates? Reach out to our leasing team and we'll help point you in the right direction.

At signing we collect a deposit equal to one month's rent. It is applied directly to the final month of your tenancy, so your very last month is already covered.

A key deposit is collected when you sign. Once you move out, empty and clean your room, we complete a move-out inspection. After keys are returned and the unit checks out, your deposit is refunded.

Yes. Submit a Sublet Request through the Service tab in your Tenant Portal. Your original payment schedule stays in place with us, and your subletter pays their rent directly to you.

Yes. Even on a one, two or three year agreement, a Termination Form must reach our office on or before the posted deadline. Our team can provide the form and confirm the exact cut-off date.

We do. All of our new leases use the Province of Ontario's standard lease template and follow the procedures set out in those guidelines.

Yes, we support secure international payment options. Contact our office and we'll walk you through the accepted methods for paying from abroad.

Yes. Your lease asks each resident to provide their own shower curtain to keep water inside the tub or shower. Water damage caused by a missing curtain is the leaseholder's responsibility, so any resulting repair costs would be charged to you. A bath mat is also strongly recommended.

Keeping a plunger on hand is the easiest fix for a clog from too much paper. As a courtesy we can plunge it for you for a small service fee, and if it's an emergency contact us right away so we can help.

Usually not. There's a master control switch in your suite's common area that overrides the fan. If that master switch is left ON, the fan switch in the bathroom won't respond, so keep the common-area switch OFF and the bathroom control should work normally.

A plunger clears most clogs. If you don't have one, add a little dish soap or detergent to the bowl, follow with a pot of hot (not boiling) water, and wait a few minutes — the soap helps the blockage slip through.

If that doesn't work, submit a work order in your Tenant Portal and our field services team will assist. Note this may be a chargeable service.

A constantly running toilet is usually a worn flapper — the seal at the bottom of the tank. Lift the lid and check the float; if adjusting it doesn't stop the fill, the flapper likely needs replacing. Submit a work order and we'll send someone out.

Put a few drops of food colouring in the tank and wait about fifteen minutes without flushing. If colour appears in the bowl, there's a leak and you should submit a work order. If the bowl water stays clear, you're leak-free.

Pour about half a cup of baking soda and half a cup of vinegar down the drain, cover it briefly, and let it fizz for around thirty minutes. Finish by flushing with a kettle of boiling water to wash the loosened debris away.

If the drain is still slow, submit a work order and our team will take a look.

A partial clog somewhere in the drain line is the usual cause. Try a plunger first, or the baking-soda-and-vinegar method followed by boiling water to break it up. If it persists, submit a work order.

Empty the dishwasher completely, add white vinegar to the detergent compartment, and run a long hot cycle with no dishes inside. Repeat if needed to keep it fresh and odour-free.

This often points to the inlet valve or mineral buildup. Run an empty cycle, cancel it after a few seconds and open the door: if the water has drained, it's working fine; if water remains, the inlet valve may need service. Submit a work order for assistance.

Yes. Our buildings have shared washers and dryers operated through a card or mobile app system, so you can start a load straight from your phone without needing coins.

No. Residents may not add, change or re-key any lock. We need guaranteed access in case of an emergency, and any tampering will be reversed at the leaseholder's expense.

During office hours you can visit the leasing office for help — bring photo ID, and note that a replacement key carries a fee. Outside office hours, call the after-hours number listed in your Tenant Portal and leave a callback number; a field services member will assist when available, and an after-hours lockout fee applies.

The balcony handle locks in a specific sequence. From inside the suite, lift the lever upward first and then turn the lock. Once you get the order right it should secure normally.

Parking is managed through a mobile parking app. Download it to search for, reserve and pay for a spot whenever you or a guest need one.

The City of Waterloo allows a limited number of free overnight on-street parking exemptions per plate each year. Check the city's website for winter parking bans and register your vehicle before leaving it on the street overnight.

Yes. Our properties provide accessible parking spaces along with accessible building entrances.

This is usually a tripped breaker from an overloaded circuit. Unplug the devices on that circuit, find the electrical panel, flip the tripped breaker fully OFF and then back ON. Some outlets also have a GFI reset button worth checking. If power doesn't return, file a maintenance request in your Tenant Portal.

First confirm the thermostat is set to the right mode (heat or cool) with the fan on AUTO, and make sure all windows are fully closed and locked. If it still won't run, log in to your Tenant Portal and submit a maintenance request under the Service tab.

The portal is available around the clock. If you can't sign in, it's often due to an outstanding item on your account — a missing document or an unpaid balance. Once your account is brought up to date, access is restored.

Common-area work orders can be submitted in the Tenant Portal for anything outside your unit — graffiti, leaks, damaged finishes in hallways, landscaping concerns or safety hazards.

Describe what the issue is and where it's located, how urgent it is and when you first noticed it. Adding a photo helps our field services team resolve it faster.

In winter, a setting around 20°C keeps you comfortable while controlling costs; lowering it a few degrees overnight or while you're out saves noticeably on heating. In summer, do the reverse — set it a little higher and nudge it up further when you're away.

Keep the fan on AUTO rather than ON. On AUTO the system only moves air while heating or cooling and shuts off once your target is reached, which reduces wear and lowers your hydro bill. Running the bathroom fan while showering and keeping vents clear of furniture also helps the system work efficiently.

Leases run up to three years, and multi-year tenants can opt out or shorten each year. The termination deadlines are printed in your tenancy agreement — notice must be given by the posted date to end your lease for the following term.

Yes. Even if your lease naturally ends at the close of August, you still need to submit a Termination Form to our office by the deadline to formally end your occupancy.

The tenant (or leaseholder) holds full responsibility for the lease, with complete access to the Tenant Portal to update the account, request lease details and submit maintenance requests.

A sublet is someone the tenant authorizes to occupy the unit; they must be registered through the portal and report any issues to the tenant, who remains responsible for any damage they cause.

An authorized user is someone the tenant adds to their portal — often for move-in or move-out inspections and key handling — without taking over the lease itself.

We strongly encourage every resident to carry tenant insurance so your belongings are protected in the event of a fire, flood or similar incident.