Resident FAQ

Question 1

How do I reach my property manager?

Accepted Answer

The best way to reach your management team is through your resident portal (EasyPortal or Condo Communities, depending on your community). You can submit requests, send messages, and track the status of open items there. You can also email or call the office directly. Your community-specific contact information — including your manager's name and direct line — is listed in your portal and in the welcome package you received when you moved in. If you can't find it, call the main MVP line at 1-844-25-CONDO and we'll connect you.

Question 2

How quickly will management respond to my message?

Accepted Answer

Routine inquiries are typically acknowledged within one business day. More complex matters — those requiring board approval, contractor quotes, or legal review — may take longer, and your manager will let you know if that's the case. If you haven't heard back within two business days on a routine matter, a follow-up is reasonable. For urgent issues, call the office directly rather than waiting on email.

Question 3

What if I need to reach someone outside of business hours?

Accepted Answer

If there is any risk to life or safety — a fire, a gas smell, a medical emergency — call 911 first. Do not call management first. For building emergencies that don't require 911 — a burst pipe, flooding, a power failure affecting common systems, a security breach — call MVP's main line at 1-844-25-CONDO and follow the prompts for after-hours emergencies. MVP provides 24/7 emergency coverage. Non-urgent matters should be submitted through the portal or by email and will be addressed the next business day. After-hours coverage is reserved for genuine emergencies so that the team can respond quickly when it matters most.

Question 4

Who do I contact — management or the board?

Accepted Answer

For day-to-day operational matters — maintenance requests, portal access, questions about your account, noise concerns, or general information — contact management. That's what we're here for. The board of directors is a volunteer body that sets policy and makes decisions for the corporation. They are not the operational point of contact for residents. If you have a concern that you feel requires board attention — a bylaw question, a governance matter, or a formal complaint — your manager can direct it appropriately. MVP's property managers are licensed by the Condominium Management Regulatory Authority of Ontario (CMRAO). If you have a concern about the conduct of a licensed manager — not a service complaint, but a conduct or licensing matter — you can contact the CMRAO at cmrao.ca.

Question 5

How do I submit a maintenance request?

Accepted Answer

Log in to your resident portal and submit a maintenance request there. Include as much detail as possible — the location, what you're seeing, and how long it's been happening. Photos are helpful if you can attach them. Once submitted, you'll receive a confirmation and can track the status of your request in the portal. If the issue is urgent, call the office directly after submitting so the team is aware.

Question 6

I want to do renovations inside my unit. Do I need permission?

Accepted Answer

It depends on the scope of work. Minor cosmetic changes — painting, flooring, fixtures — generally don't require approval. Work that affects common elements, shared systems (plumbing, electrical, HVAC), or the building envelope typically does. Your corporation's declaration and rules will specify what requires prior approval. Submit a renovation request through the portal or by email to management before starting any work that might be in a grey area. Getting approval in writing protects you. Where work involves a common element or exclusive-use common element, the Condominium Act, 1998 (s.98) requires a written agreement between you and the corporation before work begins. This agreement sets out who is responsible for the work, the costs, and ongoing maintenance. Management can advise you on whether your planned work triggers this requirement.

Question 7

How do I request records or documents from the corporation?

Accepted Answer

Owners have a right under the Condominium Act, 1998 to request certain records from the corporation, including the declaration, bylaws, rules, minutes, financial statements, and the most recent reserve fund study. We make most core documents available to you on-demand directly through your owners' portal — check your Documents folder there first. For anything outside of what's in your Documents folder, submit your request in writing to management — email is fine. The corporation has 30 days to respond to a records request (or 7 days for certain core records). Under s.55 of the Act, any fee charged for records must be reasonable and cannot exceed the corporation's actual cost of producing them. There may be a fee for printed copies.

Question 8

I'm selling my unit. What do I need from management?

Accepted Answer

Your lawyer will typically request a Status Certificate on your behalf. This document confirms the financial and legal standing of your unit and the corporation. Submit the request through management — under O. Reg. 48/01, the fee for a Status Certificate is capped at $100, and the Act allows up to 10 days for delivery. You may also need to confirm any outstanding chargebacks, special assessments, or arrears on your account. Contact management early in the process so there are no surprises at closing.

Question 9

Do I need to notify management when I'm moving in or out?

Accepted Answer

Yes — most communities require advance notice for moves so that the elevator can be booked, common areas protected, and any move-in or move-out fees collected. Check your community's rules for the required notice period, which is typically [X] days. Submit your move notification through the portal or by contacting management directly. Booking the elevator in advance is especially important in high-rise buildings where demand can be high.

Question 10

What counts as an emergency?

Accepted Answer

An emergency is any situation that poses an immediate risk to life, safety, or significant property damage — a burst pipe, flooding, a gas smell, a fire, a structural failure, or a security breach affecting the building. Issues that are inconvenient but not immediately dangerous — a broken amenity, a burned-out light in a common area, a slow drain — are not emergencies. Submit those through the portal and they'll be addressed in the normal course.

Question 11

Who do I call in an emergency?

Accepted Answer

If there is any risk to life or safety, call 911 first. Do not wait for management. For building emergencies that don't require 911 — a burst pipe, flooding, a power failure affecting common systems — call MVP's main line at 1-844-25-CONDO and follow the prompts for after-hours emergencies. A team member will respond.

Question 12

There's water coming into my unit. What do I do?

Accepted Answer

If the source is within your unit (a burst pipe, an overflowing appliance), shut off the water supply to your unit immediately if you can do so safely. Then call MVP's emergency line. If the water appears to be coming from above or from a common element, call the emergency line right away. Document the damage with photos before cleaning up — this is important for any insurance claim. Do not wait until morning.

Question 13

There's a fire alarm going off. What should I do?

Accepted Answer

Treat every fire alarm as real. Evacuate using the nearest stairwell — do not use the elevator. Follow your building's evacuation plan, which should be posted near the stairwell doors on each floor. Do not re-enter the building until the fire department has given the all-clear. If you have mobility limitations and cannot use the stairs, go to the nearest Area of Rescue Assistance and call 911 to advise them of your location.

Question 14

My neighbour is being noisy. What can I do?

Accepted Answer

If it's safe to do so, a polite conversation with your neighbour is often the fastest resolution. Many noise issues are unintentional. If the issue continues, submit a noise complaint through the portal or by email to management. Include the date, time, unit number if known, and a description of what you heard. Management can follow up with the owner or resident in question. Repeated or documented violations may result in a formal notice under the corporation's rules. Under s.117.1 of the Condominium Act, 1998, unreasonable noise and nuisance that interferes with the use and enjoyment of a unit or common element is prohibited. If the issue is not resolved through management, owners have the right to apply to the Condominium Authority Tribunal (CAT) for a determination. The CAT handles noise and nuisance disputes between owners, occupants, and corporations. Information is available at cat.on.ca.

Question 15

Someone is parked in my spot. What do I do?

Accepted Answer

Contact management during business hours and provide the vehicle's make, model, and licence plate. Management will attempt to locate the owner and have the vehicle moved. After hours, if the vehicle is blocking your access entirely, call the emergency line. Towing is a last resort and requires authorization — do not arrange a tow on your own, as this can create liability issues.

Question 16

What's the difference between the corporation's rules and the Condominium Act?

Accepted Answer

The Condominium Act, 1998 is Ontario legislation that governs all condominium corporations in the province. It sets out the rights and obligations of owners, boards, and managers — and it takes precedence over everything else. Your corporation's declaration, bylaws, and rules operate within the framework the Act establishes. The declaration is the foundational document registered on title. Bylaws govern how the corporation operates. Rules address day-to-day conduct — pets, noise, parking, amenity use, and so on. If you're unsure whether a rule is enforceable, ask management.

Question 17

I disagree with a decision the board made. What are my options?

Accepted Answer

The board of directors is elected by owners and has the authority to make decisions on behalf of the corporation within the limits set by the Act, declaration, and bylaws. Management carries out those decisions — we don't make them. If you disagree with a board decision, you can raise it at the next owners' meeting, request a meeting with the board through management, or — if you believe the decision violates the Act — contact the Condominium Authority of Ontario (CAO) at cao.on.ca. For certain disputes, including those about records, nuisance, or compliance with the Act, owners may also apply to the Condominium Authority Tribunal (CAT) at cat.on.ca. The CAT is the adjudicative body that resolves condominium disputes; the CAO provides information and education. Owners also have the right to requisition a meeting of owners if enough support exists.

Question 18

Are pets allowed in my building?

Accepted Answer

Pet rules vary by community and are set out in your corporation's declaration or rules — not by MVP. Some communities permit pets with restrictions on size or breed; others have different provisions. Check your community's rules in the portal, or contact management if you're unsure. If you're bringing a new pet into the community, it's worth confirming the current rules in writing before you do.

Question 19

What do my condo fees cover?

Accepted Answer

Condo fees (common expense contributions) fund the day-to-day operation of the corporation — maintenance of common elements, utilities for shared areas, insurance, management fees, and contributions to the reserve fund. What's included varies by community and is set out in your budget. Your portal has the current budget and financial statements. If you have a specific question about a line item, contact management.

Question 20

Why did my condo fees go up?

Accepted Answer

Condo fee increases are set by the board of directors as part of the annual budget process. Common drivers include increases in utility costs, insurance premiums, contractor rates, and reserve fund requirements identified in the most recent reserve fund study. Management prepares the budget and presents it to the board, but the board approves it. If you have questions about a specific increase, the budget document in your portal will have the detail, or you can ask management to walk you through it.

Question 21

What is a special assessment?

Accepted Answer

A special assessment is a one-time charge levied by the board when the reserve fund is insufficient to cover a major repair or unexpected expense. It is separate from your regular condo fees. Special assessments are a last resort. The best protection against them is a well-funded reserve — which is why regular reserve fund studies and adequate contributions matter. If a special assessment is being considered, the board is required to notify owners in advance.

Question 22

I'm having trouble paying my condo fees. What should I do?

Accepted Answer

Contact management as soon as possible. Under s.85 of the Condominium Act, 1998, the corporation has the right to register a lien on your unit once fees have been in arrears for three months. Once a lien is registered, legal and administrative costs are added to the amount owing and the corporation may ultimately enforce the lien. Acting early avoids that outcome. Management can advise you on the process and, where appropriate, bring a payment arrangement to the board for consideration. The earlier you communicate, the more options are available.

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