Handling Maintenance Requests
Master maintenance triage systems: emergency vs urgent vs routine response timelines, RTA s.33 two-attempt rule for tenant-authorized repairs, tenant reporting duties, repair documentation, and lifetime property maintenance logs.
Why Timely Response Is Everything
Maintenance is not a handyman problem — it is a relationship and liability problem. When a tenant reports a leaking pipe and you respond within hours, you control the cost, the contractor, and the outcome. When you ignore that same report for two weeks, the leak damages the subfloor, mould starts, and the tenant files a claim for rent reduction, replacement costs, and health damages.
Under RTA s.32, landlords must keep the property in a state that complies with health, housing, and safety standards required by law, and maintain every service or appliance included in the tenancy agreement. Failing to respond is a breach of your legal duty — the RTB can order repairs, a rent reduction, and compensation.
Key Point
A fast response does not mean you fix everything yourself. It means you acknowledge the request, triage it, and give the tenant a clear next step. "Received — contractor scheduled for Tuesday" is a response. Silence is not.
The Triage System — Prioritize Every Request
When a maintenance request comes in, the first question is: what kind of problem is this? A proper triage system sorts requests into three categories so you respond with the right speed and the right resources. Keep in mind that "Emergency" here refers to the strict legal definition under RTA s.33 — not just any serious-feeling problem.
- Major leaks in pipes or the roof
- Damaged or blocked water/sewer pipes or plumbing fixtures
- Primary heating system failure
- Defective locks giving access to the unit
- Electrical system failure (sparking, burning, safety hazard)
- Sewage backup
- Fridge not cooling (food at risk)
- No hot water
- Toilet not flushing (only toilet in unit)
- Stove not working (only cooking source)
- Window broken (weather/security exposure)
- Heating issue (not yet a primary system failure)
- Dripping faucet
- Running toilet (not flooding)
- Loose cabinet door or hinge
- Caulking deterioration
- Blind replacement
- Cosmetic wall damage
- Weatherstripping
The RTA s.33 Emergency — Know the Legal Definition
Not every urgent repair is a legal "emergency" under the RTA. Section 33 has a precise three-part test. All three criteria must be met before a tenant has the right to arrange the repair and seek reimbursement from the landlord.
RTA s.33 — Legal Definition of Emergency Repair (All 3 Must Apply)
1. Urgent — the problem requires immediate attention.
2. Necessary for the health or safety of any person, or for the preservation or use of the property.
3. Relates only to one of these specific categories:
- Major leaks in pipes or the roof
- Damaged or blocked water or sewer pipes or plumbing fixtures
- The primary heating system
- Damaged or defective locks that give access to a rental unit
- The electrical systems
If the repair does not meet all three criteria, it is not an s.33 emergency. Urgent non-emergencies (broken fridge, no hot water, broken stove) are handled as non-emergency requests under RTA s.32 with a reasonable-time standard.
Caution — The Two-Attempt Rule
Under RTA s.33, before a tenant can legally arrange an emergency repair and seek reimbursement, they must: (1) make at least two phone call attempts to the landlord's designated emergency contact number, and (2) allow a reasonable amount of time for the landlord to respond. If you answer either attempt, you keep control of the repair. The tenant must provide you with receipts and a written account of costs — and is only entitled to reimbursement at a reasonable cost for the work.
There is no fixed dollar cap on s.33 reimbursements. The standard is reasonable cost. Provide a working 24/7 emergency contact number and respond quickly to avoid losing control of the repair entirely.
What Happens When You Respond Late
Landlords who delay repairs face real consequences at the RTB:
- Rent reduction order — the RTB can reduce rent for the period the unit was not fully habitable (RTA s.32)
- Compensation for tenant losses — spoiled food from a broken fridge, damaged belongings from a leak, hotel costs if the unit was uninhabitable
- Health-related claims — if mould, pests, or unsafe conditions develop because you did not respond (RTB Policy Guideline 1)
- Emergency repair reimbursement — if the tenant properly followed the s.33 two-attempt procedure and arranged the repair at a reasonable cost
- Repair order — the RTB can issue a direct order requiring you to complete repairs by a specified deadline
The Tenant's Obligation to Report
This works both ways. Under RTA s.32 and RTB Policy Guideline 1, the tenant has a duty to maintain reasonable cleanliness and to report problems that could cause further damage. Tenants must now report maintenance issues in writing (email, letter, or text message) — verbal reports alone are not enough under updated government guidance.
A tenant who sees a slow drip under the kitchen sink and says nothing for three months until the cabinet rots may be liable for the resulting additional damage. Under RTB Policy Guideline 5 (Duty to Minimize Loss), both parties share a duty to take reasonable steps to prevent damage from worsening.
Key Point
At the RTB, the question is often: who knew about the problem and when? If the tenant can show they reported it in writing and you ignored it, you lose. If you can show the tenant failed to report a known problem and additional damage resulted, the cost can shift to them under Policy Guideline 5. Document every report and every response.
Put this in your welcome package and tenancy agreement: "Report all maintenance issues promptly in writing (email or text is fine). Failure to report a known problem that results in further damage may result in the tenant being held responsible for the additional cost under RTB Policy Guideline 5."
Use a Management Tool — Keep Everyone on the Same Page
For landlords with more than one or two properties, a maintenance tracking tool saves time and reduces disputes.
Property Management Software
Platforms like Buildium, Rentec Direct, or TenantCloud let tenants submit requests online. Everything is timestamped and stored automatically.
Dedicated Email Folder
Use a dedicated email address for all requests. Forward to contractors. Reply to tenants. Each thread is automatically timestamped.
Spreadsheet Tracker
A simple Google Sheet with columns: Date, Tenant, Issue, Priority, Date Acknowledged, Contractor, Date Completed, Cost, Notes.
Phone + Written Confirmation
For single-property landlords: tenant calls or texts, you confirm by email or text. That written confirmation is your record.
Establish Response Policies — Set Expectations at Move-In
The best time to set maintenance expectations is at move-in, in your welcome package (Module 10). Give the tenant a one-page policy that covers: how to submit a request in writing, response times by priority, the emergency contact number (available 24/7), the five s.33 emergency categories, and the tenant's obligation to report problems promptly in writing.
Important — Vacation Coverage
You must have a backup emergency contact in place whenever you are unavailable. "I was on vacation" is not a valid defence at the RTB. Give your tenant a 24/7 number that is always answered — yours, your backup contact, or your property manager. Failure to provide a working emergency number means the tenant may satisfy the s.33 two-attempt requirement more quickly than you expect.
Maintenance Request Acknowledgment — Copy-Paste Template
Respond to every request with a timestamped acknowledgment. Click inside the box to select all text, then copy and fill in your details.
Maintenance Request Acknowledgment
SELECT ALL → COPYRepair Log and Invoice Tracker — Copy-Paste Template
Track every repair from report to completion. Copy this into a spreadsheet or document and maintain it for the life of the property.
Property Repair Log
SELECT ALL → COPYKeep Repair Records, Invoices, and Warranties
Every repair you make adds value to your property — but only if you can prove it. Keep a running repair log for the life of the property, not just the current tenancy. The CRA also requires records to support deductions on your T776 rental income statement — invoices, warranties, and receipts support both your RTB position and your tax filing.
| What to Keep | Why It Matters | How Long |
|---|---|---|
| Repair Documentation | ||
| Original tenant request (written) | Proves when reported and your response time | Tenancy duration + 6–7 years |
| Contractor quotes and invoices | Proves actual cost for RTB claims and CRA T776 deductions | Life of property (min. 6–7 years) |
| Completion photos (before and after) | Proves work was done to standard | Tenancy duration + 6–7 years |
| Your acknowledgment email or text | Proves you responded promptly | Tenancy duration + 2 years |
| Warranty and Equipment | ||
| Appliance warranties | Saves replacement cost; also CRA Capital Cost Allowance (CCA) records | Life of warranty + 1 year |
| Roofing warranty | Roof repair claims — some last 25+ years | Life of warranty |
| Contractor guarantees | Workmanship guarantees — enforceable in small claims if needed | Life of guarantee + 1 year |
| Equipment manuals | Filter sizes, model numbers, maintenance schedules | Life of equipment |
| For Property Sale | ||
| Complete repair history | Shows buyers the property was well-maintained; supports price | Life of property |
| Major system updates | Electrical, plumbing, roof, windows — noted on property disclosure | Life of property |
Key Point
When you sell, hand the buyer a complete property binder: repair log, warranty documents, equipment manuals, and recent inspection reports. A documented maintenance history is a genuine selling point that can justify a higher asking price and reduce buyer objections.
Key Takeaways
What to Remember from This Module
- Triage every request: Emergency (RTA s.33) = act now, Urgent = 24–48 hours, Routine = 1–2 weeks. Acknowledge every request with a timestamped written response — silence creates tenant-authorized repairs.
- The s.33 emergency definition has three criteria — all must be met. There are only five qualifying repair categories. Not every urgent problem is a legal emergency. If you respond to either of the tenant's two call attempts, you keep control of the repair.
- Tenants must now report problems in writing. If a tenant fails to report a known issue and additional damage results, the extra cost can shift to them under RTB Policy Guideline 5 (Duty to Minimize Loss). Put this obligation in your welcome package.
- Keep a repair log for the life of the property. Store invoices, warranties, equipment manuals, and completion photos. This defends you at the RTB and supports CRA T776 deductions.
- Set maintenance expectations at move-in: how to submit requests in writing, response times by priority, 24/7 emergency contact number, the five s.33 emergency categories, and the tenant's duty to report promptly.
Action Checklist
Apply What You Learned
Common Questions
Frequently Asked Questions
There are exactly five categories: (1) major leaks in pipes or the roof, (2) damaged or blocked water/sewer pipes or plumbing fixtures, (3) the primary heating system, (4) defective locks giving access to the unit, and (5) the electrical systems. The repair must also be urgent and necessary for health, safety, or preservation of the property. All three criteria must be met — not just one.
Generally no. A broken fridge does not fall within the five s.33 emergency categories. No hot water may qualify only if it is caused by a blocked or damaged plumbing fixture — if the water heater simply failed, that is typically treated as urgent rather than a legal emergency. In both cases, respond within 24–48 hours to avoid a compensation claim for spoiled food or reasonable out-of-pocket costs.
Under RTA s.33(3), before a tenant can arrange an emergency repair and seek reimbursement, they must: (1) make at least two phone calls to the landlord's designated emergency contact number, and (2) allow a reasonable amount of time to pass after each attempt. If you respond to either call, you keep full control of the repair. The tenant must also provide you with written receipts and an account of costs. Reimbursement is limited to a reasonable cost for the work done.
The RTA does not set a fixed dollar cap. The standard under s.33 is reasonable cost — meaning the tenant should obtain fair-market pricing and cannot claim inflated amounts. You can dispute the cost if the tenant did not research comparable prices. The tenant must submit a written account with receipts for every amount claimed.
No — except where RTA s.33 is satisfied and the tenant is deducting a specific reimbursement amount with receipts. In all other cases, the tenant must continue paying rent and apply to the RTB for a repair order, rent reduction, or compensation. Unilateral rent withholding can result in a notice to end tenancy for non-payment.
You still have a duty to maintain habitable conditions under RTA s.32. Fix the problem to restore habitability, document the tenant's responsibility clearly, then address the cost through a deposit claim or RTB dispute resolution. Do not delay the repair while the cost dispute is unresolved.
You are responsible for the initial repair, but additional damage caused by the tenant's failure to report may be shifted to them under RTB Policy Guideline 5 (Duty to Minimize Loss). Both parties have an obligation to take reasonable steps to reduce further damage. Document when you became aware versus when the tenant first knew about the problem.
Yes — BC government guidance now specifies that tenants should report maintenance issues in writing: by email, text, or letter. This protects both parties. Written reports create a timestamp, clarify the issue, and eliminate "I never knew" disputes at the RTB. Encourage tenants to follow up any verbal call with a short written message.
For one or two properties, a dedicated email address and a simple spreadsheet work fine. For larger portfolios, software like Buildium or TenantCloud saves time and creates automatic audit trails. The key is consistency — every request documented, every response timestamped.
You must have a backup emergency contact in place — always. "I was on vacation" is not a defence at the RTB. If the tenant makes two unsuccessful attempts to reach your emergency number, they satisfy the s.33 procedure and may arrange the repair at your cost. Ensure your emergency number is always staffed and your backup contact has authority to act.
Only for true RTA s.33 emergencies — after making two phone attempts to your emergency number and allowing reasonable time for a response. For all other repairs, the landlord selects and manages the contractor. A tenant who skips the procedure and hires a contractor outside of a valid s.33 emergency cannot claim reimbursement.
Yes. When a tenant applies for a repair order, they may simultaneously apply for a rent reduction to reflect the period the unit was not fully habitable. The RTB can order both a repair timeline and a retroactive rent reduction covering the delay period. Responding quickly and documenting your efforts is your best protection.
RTB Policy Guideline 1 (updated July 2025) clarifies the division of maintenance responsibilities between landlords and tenants under RTA s.32. It lists what landlords are responsible for (heating, plumbing, electricity, walls, floors, locks, smoke detectors, pest control, painting at reasonable intervals) and what tenants are responsible for (garbage, minor mould, carpet upkeep, light bulbs, damage caused by them or their guests). Tenancy agreements cannot override these responsibilities.
Policy Guideline 5 sets out the duty to minimize loss — both landlords and tenants must take reasonable steps to prevent further damage once a problem is known. If a tenant knows about a leak and says nothing for weeks, allowing the damage to worsen, the additional damage cost may shift to the tenant under this guideline. Document when each party became aware of any problem.
A gas smell is an immediate life-safety issue — the tenant should evacuate and call FortisBC (1-800-663-9911) or the fire department immediately. It may qualify under the s.33 electrical systems category depending on the source, but frankly this is a 911 situation first. As the landlord, respond immediately regardless of how the legal category is characterized. A gas leak that is not addressed exposes you to catastrophic liability.
Yes — your duty to maintain habitable conditions under RTA s.32 applies regardless of strata ownership. However, some repairs (building envelope, common areas) are the strata's responsibility under the Strata Property Act. As the landlord, you are the tenant's point of contact. Clearly communicate to your tenant which repairs go to you and which are reported to the strata. File strata maintenance requests on your tenant's behalf when needed and follow up.
The minimum documentation set for any repair: (1) tenant's original written request with date and time, (2) your written acknowledgment with the triage level and next step, (3) contractor invoice or quote, (4) before-and-after photos, (5) completion confirmation to the tenant. Store this for the duration of the tenancy plus at least two years. For major repairs (roof, electrical, plumbing), keep records for the life of the property.
Serious mould issues are a landlord responsibility under RTB Policy Guideline 1, because mould typically results from building envelope failures, plumbing leaks, or inadequate ventilation — structural issues the landlord controls. Minor mould on windowsills, tubs, and showers caused by condensation is a tenant upkeep responsibility. Respond promptly to any reported mould, determine the source, and document. Mould that develops because you delayed a repair can result in health-related compensation claims at the RTB.
Yes. Under RTB Policy Guideline 1 and the BC Building Code, if smoke alarms are present or required by law, the landlord must install and maintain them in good working condition. This includes annual inspection, annual cleaning and testing, and replacing batteries at least annually. This is a legal requirement — not optional maintenance.
Under RTA s.32 and Policy Guideline 1, tenants are responsible for: (1) maintaining reasonable health, cleanliness, and sanitary standards, (2) taking out garbage, compost, and recycling, (3) dealing with minor mould on windowsills, tubs, and showers, (4) keeping carpets reasonably clean, (5) changing light bulbs, and (6) repairing all damage beyond reasonable wear and tear caused by themselves, guests, or pets. RTB Policy Guideline 40 provides a table of the useful life of building elements to help determine fair cost allocation when tenant damage is involved.