The toilet is overflowing at 11 PM. The furnace stopped working in January. Your ceiling has a mysterious brown stain. As a tenant, you need to know how to get repairs done fast and correctly. As a property management company, Green Casa has handled thousands of maintenance requests. I have seen tenants get ignored for weeks because they sent a casual text, and others get same day service because they followed the rules.
Today, you and I will walk through the exact steps to handle maintenance requests like a professional. By the end, you will know how to get your repairs done without stress or delay.
What Counts as an Emergency Repair
Let me start with the most urgent category. An emergency repair is something that threatens your health or safety or causes serious damage to the property. Examples include a major gas leak, a complete loss of heat in winter, a severe flood, a sewer backup, a broken lock on an exterior door, or an electrical fire hazard. For true emergencies, you do not need to wait for regular business hours. Call your landlord or property management company immediately.
If you cannot reach them, you may have the right to authorize the repair yourself up to a reasonable amount, typically 500 to 1,000 dollars. Keep receipts. For non emergencies like a dripping faucet, a broken drawer, or a slow drain, follow the standard process. Knowing the difference saves everyone time and money.
The Right Way to Submit a Maintenance Request
Never rely on a verbal request. You need a paper trail. Most professional property management companies have an online portal or a dedicated email address for maintenance. Use that. In your request, include the date, the specific problem, the location within the unit, and any photos or videos. For example, instead of saying “the sink is leaking,” say “the hot water pipe under the kitchen sink has a steady drip every two seconds. I have placed a bucket underneath.
Here is a photo.” Clear descriptions help the landlord prioritize and send the right tradesperson. After you submit, note the time and date. If you do not hear back within 48 hours for a non emergency, follow up. A written record protects you if the landlord later claims you never told them.
Your Landlord Legal Obligations for Repairs
Under the law in both BC and Alberta, landlords must maintain the property in a state of reasonable health, safety, and cleanliness. They are responsible for repairing structural issues, heating, plumbing, electrical, and appliances they provided. You are responsible for damage you caused and for replacing things like light bulbs or batteries unless your lease says otherwise. If your landlord ignores a serious repair request, you have options.
In BC, you can apply for a dispute resolution order forcing repairs or a rent reduction. In Alberta, you can apply to the Residential Tenancy Dispute Resolution Service. Document every communication. A pattern of ignoring maintenance requests can also give you grounds to end your lease early without penalty.
How to Handle Urgent Repairs When Your Landlord Is Unreachable
Sometimes landlords disappear. I have seen tenants wait weeks for a furnace repair while the landlord is on vacation. In both BC and Alberta, if a landlord fails to respond to an emergency repair that affects health or safety, you can arrange the repair yourself and deduct the cost from your rent. However, you must follow strict rules. First, try multiple times to contact your landlord by phone, text, and email. Second, get at least two quotes for the repair.
Third, keep all receipts. Fourth, provide written notice of your intent to deduct before repairing. Fifth, only deduct the actual repair cost, not extra for your time or inconvenience. If you do not follow these steps, the landlord could dispute your rent deduction. When in doubt, call your local tenancy branch for guidance.
What Is Not Your Problem to Fix
Many tenants waste money fixing things that are clearly the landlord responsibility. You should never pay for a new water heater, roof repair, foundation crack, window replacement, or major appliance failure unless you caused the damage. You should not pay for pest control unless the infestation started from your lack of cleanliness. You should not pay for plumbing blockages caused by tree roots or old pipes.
If your landlord asks you to pay for these things, say no politely and refer them to the Residential Tenancy Act. I have also seen tenants try to fix things themselves and cause more damage. That makes you liable. Unless you are a licensed professional, do not attempt electrical, gas, or major plumbing repairs. Call your landlord.
Sample Maintenance Request Letter You Can Use
Let me give you a template. Send this by email or through your tenant portal. Subject line Urgent or Non Urgent Maintenance Request at Unit Address. Dear Property Manager, I am writing to report a problem with the bathroom sink. The hot water tap does not turn off completely. It has been dripping constantly since yesterday evening. I have placed a bowl under the drip to prevent water damage. This is not an emergency, but I would appreciate a repair within the next week.
Please let me know when a plumber can attend. Thank you, Your Name, Unit Number, Phone Number. Attach a clear photo. This professional approach gets results. Many landlords prioritize tenants who communicate clearly and respectfully.
How Green Casa Handles Maintenance for Tenants
At Green Casa, we make maintenance simple. Our tenants use an online portal to submit requests 24/7. For emergencies, we have a live phone line answered by a real person at all hours. For non emergencies, we respond within one business day. We then dispatch a licensed, insured tradesperson from our pre screened network. You do not need to coordinate or pay anything. We also send you a confirmation when the repair is scheduled and a follow up survey after it is done.
If you are not satisfied, we investigate. Our goal is to keep your home safe and comfortable. We also provide annual preventive maintenance like furnace filter changes and gutter cleaning, which prevents many emergency calls. A good property management company makes maintenance effortless for you.
Conclusion
You now know how to handle maintenance requests like a pro. Identify emergencies correctly, submit written requests with photos, understand your landlord obligations, and escalate properly when needed. Do not suffer in silence or try dangerous DIY fixes. A good landlord or property management company wants to fix problems before they become disasters. At Green Casa, we are proud to respond quickly and fairly. Use this guide to protect your home and your rights. And remember, when in doubt, document everything and call your local tenancy branch for help.
Frequently Asked Questions (FAQs)
There is no specific law, but a reasonable time is usually 7 to 14 days. For urgent repairs like no hot water, 24 to 48 hours is expected.
Generally no. In BC and Alberta, you cannot withhold rent on your own. You must apply to the tenancy branch for a rent abatement or repair order.
Check your lease and the Residential Tenancy Act. If you believe the landlord is wrong, submit a written request for clarification. If they still refuse, apply for dispute resolution.
Yes, but they must give proper notice usually 24 hours in writing for non emergencies. For emergencies, they can enter without notice.
You could be held liable for the increased damage. For example, a small drip ignored for months can cause mold and rot. Always report problems immediately.
Co-Founder & Director
Hafil Perincheeri is an engineer-turned-realtor, investor, and builder based in Calgary, Canada. As Co-Founder and Director of Greencasa, he specializes in home flips, property development, and investment strategies. Since 2019, he has guided clients in home buying, multifamily investing, and financing options like CMHC and MLI Select, ensuring transparent, informed decisions.