1. Purpose & Scope
This module teaches a compliance-first system for handling maintenance requests in British Columbia. The goal is to protect health and safety, prevent avoidable property damage, control cost, and preserve credibility if a dispute is later filed.
Treat every maintenance request as a potential future evidence exhibit: record what was reported, when you responded, what you did, and how the issue was closed.
2. Two Categories of Maintenance Requests
2.1 Emergency Maintenance Requests (RTA s.33)
Emergency repairs are urgent repairs necessary for health or safety, or to preserve or protect the property, and they fall within the s.33 categories. If a request does not fit those categories, it is not an s.33 emergency.
| Category (s.33 examples) | What it looks like | Expected response |
|---|---|---|
| Major leaks in pipes or roof | Active water leak causing damage | Same-day action; stop water if safe; dispatch trade |
| Blocked/damaged plumbing fixtures | Only toilet unusable; sewage backup risk | Same-day triage; arrange repair promptly |
| Primary heating failure (cold weather) | No heat during winter conditions | Same-day; temporary heat if needed |
| Defective locks | Front door lock broken; security risk | Immediate locksmith or temporary security |
| Electrical system failure | Sparking, burning smell, outage creating safety hazard | Emergency electrician; safety instructions |
Common non-emergencies (not s.33): broken fridge/stove, laundry not working, “no hot water,” dripping tap, cosmetic issues. These may be important, but they are handled as non-emergency requests.
2.2 Non-Emergency Maintenance Requests (RTA s.32)
All other repairs fall under the landlord’s general duty to repair and maintain the property under RTA s.32. The standard is acting within a reasonable time, supported by clear communication and records.
The most expensive maintenance outcome is delay. A small leak left unmanaged can become water damage, mold allegations, or compensation claims.
3. Timeline Standards (Audit-Ready)
These are reasonable internal service standards commonly used in professional property management. They help demonstrate good faith and reduce the risk of tenant-authorized action.
Emergency requests (s.33)
- Acknowledge: immediately or within hours
- Action started: same day
- Temporary mitigation: acceptable if a full repair requires parts or follow-up trades
- Documentation: real-time timestamps (who, when, what)
Non-emergency requests (s.32)
- Acknowledge: within 24 hours
- Inspection / scheduling: within 2–5 days
- Completion: typically within 7–14 days (access/parts permitting)
- Updates: document delays (quotes, ordering, contractor availability)
A written acknowledgment with a plan and a date window is often the difference between a “negligence story” and a defensible timeline.
4. Full Lifecycle: From Intake to Close-Out
Step 1 — Intake (Day 0)
- Accept requests via portal/email (non-emergency) and emergency phone (emergency).
- Capture: date/time, issue description, location, photos/videos (if safe), who reported.
Step 2 — Classification (Same day)
- Decide: s.33 emergency or s.32 non-emergency.
- Record the reason for classification (brief, factual).
Step 3 — Acknowledge in Writing
- Confirm receipt, classification, and next action (inspection/contractor) with a time window.
- Provide safety instructions for emergencies (shut-off valve, breaker, leave area if unsafe).
Step 4 — Action & Access
- Dispatch trade or inspect. Provide notice of entry where required (non-emergency).
- Document: attendance time, work performed, temporary vs permanent repair, parts ordered.
Step 5 — Follow-Up & Mitigation
- Confirm the issue is resolved and document tenant confirmation (or continued symptoms).
- Address secondary damage (drying, mold prevention, remediation) where applicable.
Step 6 — Financial Allocation (If damage is alleged)
- Separate: wear and tear vs damage (Policy Guideline 1).
- Apply depreciation / useful life for any tenant-share calculation (Policy Guideline 40).
- Keep quotes/invoices, condition reports, photos, and communication logs.
Step 7 — Close-Out (File Complete)
- Write a close-out note: what happened, when, who attended, final outcome.
- Ensure the file contains the full timeline and supporting documents.
Your close-out note is the one-paragraph summary an arbitrator should be able to trust.
5. Responsibility Map (Policy Guideline 1)
5.1 Landlord responsibilities (RTA s.32)
Landlords must maintain the rental property in a state that meets health, safety, and housing standards and keep it suitable for occupation. If the landlord provided an appliance or service, the landlord maintains it.
- Structural: roof, walls, foundation, envelope issues causing water ingress
- Systems: plumbing, electrical, heating, ventilation
- Provided items: fridge, stove, dishwasher, laundry (if supplied)
- Wear and tear: age-related replacement and end-of-life items
5.2 Tenant responsibilities (Policy Guideline 1)
Tenants must maintain reasonable health, cleanliness, and sanitary standards and are responsible for damage caused by themselves, guests, or pets.
- Cleanliness: reasonable housekeeping and ventilation to reduce pests/mold risk
- Damage: holes, broken glass from misuse, pet damage, clogs caused by prohibited items
- Consumables: typical light bulbs and fuses (unless specialized/unsafe access)
- Mitigation: take reasonable steps to reduce damage (e.g., shut off water if safe)
When responsibility is disputed, default to facts: photos, condition reports, and a dated communication log.
6. Cost Allocation: The “Useful Life” Rule (Policy Guideline 40)
When tenant-caused damage is proven, claims generally must avoid “new for old.” Use useful life to estimate remaining value and calculate a defensible tenant share.
Useful life is a fairness tool that reduces over-claiming and increases credibility in a dispute.
Common useful-life examples (confirm the official list)
- Paint: often ~4 years
- Carpet: often ~10 years
- Stove / fridge: often ~15 years
Example (paint): If paint has a 4-year useful life and it’s 3 years old, the remaining life is ~25%. A tenant who ruins the paint may be responsible for roughly 25% of the repainting cost (not 100%), depending on facts and betterment.
7. Risk Flags (What Creates Disputes)
- No written acknowledgment (looks like inaction).
- Wrong emergency classification (triggers reimbursement conflict).
- Tenant hires trades where s.33 is not met.
- Delay without updates (supports compensation narratives).
- “New for old” charging (reduces credibility and recovery).
- Missing close-out note (file feels incomplete and unreliable).
In disputes, the tribunal reconstructs behaviour from records. Missing records are usually treated as missing actions.
8. Checklists & Templates
8.1 Emergency contact (provide in writing)
EMERGENCY CONTACT (24/7) Primary Emergency Contact: __________________________ Phone (24/7): ______________________________________ Backup Contact (optional): ____________________________ Backup Phone: ________________________________________ Emergency repairs (RTA s.33) include major leaks, blocked/damaged plumbing fixtures, primary heat failure (cold weather), defective locks, and electrical system failures. If an issue is NOT an emergency, please submit in writing (email/portal) so it can be scheduled.
8.2 “Received” acknowledgment (email/portal message)
Subject: Maintenance Request Received – [Address / Unit] Hi [Tenant Name], Thanks — I’ve received your maintenance request about: [Issue]. Classification: [Emergency (s.33) / Non-emergency (s.32)]. Next step: [Inspection / Contractor visit] on [Date/Time window]. If this becomes unsafe or matches an emergency category (major leak, unsafe electrical, lock failure), please call the emergency number immediately. Regards, [Landlord/Agent Name]
8.3 Emergency triage checklist (internal)
EMERGENCY TRIAGE (Internal) □ Does it match RTA s.33 categories? □ Safety instructions provided to tenant (shut-off / breaker / evacuate if unsafe) □ Photo/video requested (if safe) □ Trade dispatched + ETA recorded □ Timeline recorded: report time, response time, attendance time □ Follow-up set: damage assessment, drying, remediation, insurance if needed □ Close-out note written + invoices attached
8.4 Non-emergency workflow checklist (internal)
NON-EMERGENCY WORKFLOW (Internal) □ Request received (date/time) + photos captured □ Acknowledgment sent within 24 hours □ Inspection or trade scheduled (2–5 days) □ Entry notice served where required □ Work completed (7–14 days) or delay documented (quotes/parts) □ Tenant confirmation obtained □ Close-out note written + invoices/receipts saved
8.5 Useful life worksheet (internal)
USEFUL LIFE WORKSHEET (Policy Guideline 40) Item: ________________________________ Replacement/repair quote: $___________ CAD Installation date (estimated): _________ Item age: ______ years Useful life (Guideline 40): ______ years Remaining life: ______ % Tenant share estimate (before betterment adjustments): $___________ x ______% = $___________ CAD Evidence attached: □ Photos □ Condition report(s) □ Invoices / quotes □ Communication log
9. FAQ — Maintenance Requests in BC
Q1: Is a broken fridge an “emergency repair” under s.33?
Usually no. It may be important, but it typically does not meet the narrow s.33 emergency categories.
Q2: When can a tenant hire a contractor and demand reimbursement?
Only for true s.33 emergencies, after at least two attempts to contact the landlord’s emergency contact, and after allowing a reasonable time for response.
Q3: Do I need everything in writing?
For audit readiness: yes. Text can be used for speed, but confirm decisions and timelines by email/portal for a clean record.
Q4: What if parts are backordered?
Document quotes, ordering steps, and expected delivery dates. Updates protect you when “reasonable time” is questioned.
Q5: Can a tenant refuse access for necessary repairs?
Tenants cannot unreasonably refuse legitimate entry for repairs. Serve proper notice (non-emergency) and document all attempts.
Q6: Can I charge the tenant 100% for a damaged item?
Usually no if the item has age-related value loss. Apply Policy Guideline 40 to avoid “new for old.”
References & Official Sources
- BC Laws — Residential Tenancy Act (s.32, s.33)
https://www.bclaws.gov.bc.ca/civix/document/id/complete/statreg/02078_01 - RTB Policy Guideline 1 — Landlord & Tenant Responsibility for Residential Premises (PDF)
https://www2.gov.bc.ca/assets/gov/housing-and-tenancy/residential-tenancies/policy-guidelines/gl01.pdf - RTB Policy Guideline 40 — Useful Life of Building Elements (PDF)
https://www2.gov.bc.ca/assets/gov/housing-and-tenancy/residential-tenancies/policy-guidelines/gl40.pdf - BC Government — Repairs and maintenance (overview + links)
https://www2.gov.bc.ca/gov/content/housing-tenancy/residential-tenancies/during-a-tenancy/repairs-maintenance - TRAC — Repairs and Maintenance (plain-language guidance)
https://tenants.bc.ca/your-tenancy/repairs-and-maintenance/ - Clicklaw — Repairs and services when renting (plain-language + RTA references)
https://wiki.clicklaw.bc.ca/index.php/Repairs_and_Services_When_Renting
Compliance note: Apply s.33 first to classify emergencies. Use Policy Guideline 1 to explain responsibility, and Policy Guideline 40 to quantify any tenant share. Your strongest protection is a documented timeline: report → acknowledge → action → follow-up → close-out.