1. The Problem: Poor Onboarding Costs Thousands
Tenant onboarding is the transition from “agreement” to “execution.” When onboarding is sloppy, landlords lose the evidence and process controls needed to enforce the tenancy agreement and protect deposits.
Three High-Cost Risks
- Deposit claim failure: Without a proper move-in condition baseline, damage claims at move-out become “he said / she said.”
- Strata non-compliance (condos): Missing Form K and strata rules creates preventable disputes and escalation.
- Misaligned expectations: Utilities, payments, maintenance process, and emergency procedures must be clear from day one.
“We’ll sort it out later” is an onboarding failure. The first week is when you lock in evidence, expectations, and compliance.
2. Before Move-In: Set Up for Success
2.1 The Welcome Package (Send 10–14 Days Before Possession)
Send one complete package so the tenant is never guessing. Include:
- Welcome letter: short, professional, signed; confirms key dates, contact info.
- Rent payment instructions: due date, method(s), where to send, reference format (e.g., “Unit + Last Name”).
- Move-in logistics: elevator booking, loading bay, parking instructions, move-in hours (especially condos).
- Utilities setup: who pays what; setup steps; provider contact list; service address/account notes.
- Maintenance & emergencies: how to report routine issues; emergency phone; response expectations.
- Signed documents: tenancy agreement + addenda + rules summary; strata bylaws (if applicable).
- Optional local guide: transit, grocery, pharmacy, nearby amenities (small touch, big goodwill).
One PDF package beats 12 separate emails. Confusion is the enemy of compliance.
2.2 Property Preparation Checklist (Ready-to-Rent Standard)
Before move-in day:
- ☐ Professional-grade deep clean (kitchen, bath, floors, windows)
- ☐ All repairs completed (no “we’ll fix after you move in”)
- ☐ All utilities ON and tested (heat, hot water, appliances)
- ☐ Locks, keys/fobs tested
- ☐ Safety basics checked (smoke/CO alarms where applicable)
Condition target: “Broom swept and reasonably clean” is a minimum; aim for a professional baseline so the tenant understands the return standard.
3. Move-In Day: Condition Inspection Protocol (RTB-27)
3.1 The Mandatory Move-In Inspection
Complete the move-in condition inspection using the official RTB form. Best practice is before boxes arrive, or within the first 2–3 days if logistics require.
Use RTB-27 for the condition inspection, and provide the tenant a signed copy promptly (and no later than 7 days after the inspection).
3.2 The Two-Opportunity Protocol (RTB-22)
If the tenant is unavailable for the first offered inspection time:
- First opportunity: propose a specific date/time window (8am–9pm range is typical guidance).
- Final opportunity: serve RTB-22 (Notice of Final Opportunity to Schedule a Condition Inspection).
- If tenant misses both: complete the inspection and document the non-attendance; provide the report copy.
3.3 Documentation Standards (Write Like You’ll Read It in a Hearing)
- Be specific: “minor scuff near light switch” beats “good condition.”
- Photo every room, plus close-ups of any existing wear.
- Optional: a video walkthrough as a supplement.
- Store media securely (cloud + local backup), organized by date.
“The unit was perfect” is not evidence. RTB-27 + photos + signatures is evidence.
3.4 Signing & Distribution
- Review the completed report together.
- Both parties sign and date.
- Deliver a complete signed copy immediately if possible (or by email), and no later than the required timeline.
4. Strata Properties: Form K Requirement
4.1 Form K (Notice of Tenant’s Responsibilities)
For strata rentals, deliver Form K and strata rules as part of onboarding. Treat it as a hard deadline item with proof of delivery.
Strata leasing requires Form K delivery (within approximately 2 weeks / 14 days of renting a residential strata lot). Keep a signed copy in the tenant file.
4.2 Strata Documentation Pack
- Current bylaws + rules (latest version)
- Parking assignment and guest rules
- Garbage/recycling procedures and locations
- Move-in/move-out building procedures (elevator booking, padding, hours)
- Common area access rules (gym, amenity rooms, storage)
Operational tip: Add a “Form K delivered” checkbox to your onboarding checklist and calendar it at the tenancy start date.
5. Key Exchange: Keys vs Deposits (Critical Distinction)
5.1 Sole Access Key/Fob
You cannot charge a fee for the key or access device if it is the tenant’s only means of entry.
Sole means of entry = no key/fob fee. Additional keys/fobs can be charged at replacement cost and refunded upon return.
5.2 Key Handover Protocol
- Test all keys/fobs with tenant present
- Record: quantity, type, and condition (new/worn)
- Use a key receipt (or add to RTB-27 attachment)
- Explain access procedures (garage, parkade gate, intercom)
A “key deposit” for the only entry device is an easy compliance failure. Avoid it.
6. Utilities & Services: Transition Protocol
6.1 If Landlord Pays Utilities
- State clearly what is included (hydro, gas, water, garbage, internet)
- Confirm the tenant is not charged extra unless the tenancy agreement allows it
- Document it in the tenancy agreement/addendum
6.2 If Tenant Pays Utilities
- Provide written setup instructions (BC Hydro, FortisBC, internet)
- Provide the correct service address and any building-specific notes
- Confirm responsibility date (usually possession date)
6.3 Emergency Orientation (Inform, Don’t Delegate)
- Show where the water shut-off is located (for awareness)
- Show breaker panel location
- Provide emergency contact method and “what counts as emergency” examples
7. Set Communication Expectations (Prevent “No Response” Disputes)
7.1 Channels & Response Standards
| Topic | Preferred Channel | Response Expectation |
|---|---|---|
| Emergency (flood/fire/no heat) | Phone | Immediate / same day triage |
| Routine maintenance | Email / Portal + photos | Reply within 2–3 business days |
| Rent payments | E-transfer / PAD instructions | Confirm method and reference format |
| General questions | Email / Portal | Batch responses where appropriate |
7.2 Reinforce Key Lease Terms (Light Touch)
- Quiet hours / noise expectations (especially condos)
- Guest policies
- Pet terms (if applicable)
- Parking rules
- Maintenance split (tenant cleanliness vs landlord repairs)
8. Documentation Retention (Evidence = Risk Control)
8.1 What to Keep
| Document | Retention | Why it matters |
|---|---|---|
| RTB-27 (signed) | 6–7 years after tenancy ends | Deposit disputes, damage evidence baseline |
| Photos / videos | 6–7 years after tenancy ends | Visual proof for condition claims |
| Form K (strata) | Duration of tenancy (min) + archive | Proves strata disclosure compliance |
| Welcome package | Duration of tenancy | Shows tenant was informed (payments, utilities, contacts) |
| Key receipt | Duration of tenancy | Prevents “missing key/fob” disputes |
Store by “Property → Tenancy Start Date → Category (Lease, Inspections, Keys, Strata, Photos).” Disorganized records are the same as missing records.
9. Failure Point: Common Onboarding Mistakes
9.1 “No Walkthrough” Trap
Scenario: Landlord skips RTB-27 because the unit “looks perfect.” Months later, there is damage and no baseline proof.
Fix: Always do RTB-27 + photos. Even perfect units need evidence.
9.2 Missing Form K (Strata)
Scenario: Tenant breaks parking bylaw, claims they were never informed; landlord cannot prove Form K and bylaws were provided.
Fix: Deliver Form K + bylaws and keep proof (email + signed copy).
9.3 “Day 8” Inspection
Scenario: Landlord delays inspection beyond the recommended window, weakening deposit claim position and creating avoidable disputes.
Fix: Schedule inspection on move-in day or within 2 days; use RTB-22 if scheduling fails.
9.4 Sole-Access Key Deposit Trap
Scenario: Landlord charges a refundable “key deposit” for the only fob.
Fix: No fee for sole entry device. Fees only for additional keys/fobs at replacement cost.
10. FAQ (Top 20) — Tenant Onboarding in BC
Q1: Must the move-in inspection happen on move-in day?
No, but best practice is move-in day (before boxes). Complete as early as possible and follow official guidance.
Q2: What if the tenant can’t attend the inspection?
Offer a first opportunity, then serve RTB-22 for the final opportunity. If both are missed, document and complete the inspection.
Q3: Can I replace RTB-27 with a video?
No. Use RTB-27 as the primary record. Video and photos are supplements.
Q4: How detailed should RTB-27 notes be?
Write like it will be read in dispute resolution: room-by-room, specific, and objective. “Faint stain by window” beats “OK.”
Q5: Do both parties need to sign RTB-27?
Signatures are strongly preferred because they confirm agreement on baseline. If a party refuses, document refusal and keep proof of offering opportunities.
Q6: What is Form K?
A strata notice of tenant responsibilities, tying the tenant to bylaws/rules and documenting disclosure in strata rentals.
Q7: When do I provide Form K?
Within about 2 weeks / 14 days of renting a residential strata lot. Keep proof of delivery and a signed copy.
Q8: Do I need to provide strata bylaws too?
Yes. Provide current bylaws/rules and building procedures (move-in booking, parking, garbage, amenities).
Q9: Can I charge a deposit for the only fob/key?
No. You can’t charge for the sole means of entry. You can charge (and refund) replacement-cost-based fees for additional devices.
Q10: Can I charge for extra keys/fobs?
Yes, up to the direct replacement cost, and refundable upon return (for refundable fees) depending on the type of charge.
Q11: Should I teach the tenant appliances on move-in day?
Best practice: yes. Quick demos reduce misuse and “it doesn’t work” disputes.
Q12: What if the unit isn’t ready on possession day?
Don’t hand over possession. Reschedule or document a written plan. A messy start creates permanent friction and evidence risk.
Q13: If tenant pays utilities, what must I give them?
Written setup steps, provider contacts, and accurate service address notes. If special metering exists, include instructions.
Q14: What if the tenant finds issues after move-in?
Encourage email with photos immediately. Document, respond, and (if needed) note it in your records as post-move-in discovery.
Q15: Should I accept tenant photos for the inspection report?
Yes. Tenant-submitted photos can strengthen neutrality and reduce later disputes.
Q16: Can Form K be delivered by email?
Typically yes; keep proof of delivery (sent email + attachment + acknowledgement if possible).
Q17: What’s the best way to store onboarding records?
Organized folders (Property → Tenancy → Category) with cloud backup + local backup. Avoid scattered email-only storage.
Q18: How long should I keep RTB-27 and photos?
Practical standard is 6–7 years after tenancy ends, aligning with common audit/dispute retention practices.
Q19: What’s the single most important onboarding step?
RTB-27 + photos + signatures. Without a baseline, you’re negotiating from weakness at move-out.
Q20: What’s the best “tone” for onboarding?
Warm but structured: “We’re happy you’re here—here’s how we keep the tenancy smooth and fair for both sides.”
Timeline & Checklist (Copy/Paste)
T-14 Days (Before Possession)
- ☐ Send welcome package (single PDF)
- ☐ Confirm move-in date/time + RTB-27 appointment
- ☐ Provide strata bylaws + move-in procedures (if condo)
- ☐ Schedule deep clean and complete repairs
T-0 (Move-In Day)
- ☐ Unit ready, utilities ON, lights working
- ☐ RTB-27 walkthrough (preferably before boxes)
- ☐ Photos (all rooms + close-ups)
- ☐ Key test + key receipt
- ☐ Both sign and exchange copies
T+1 to T+7 Days
- ☐ If inspection wasn’t completed, serve written notice and use RTB-22 for final opportunity
- ☐ Ensure tenant received signed inspection copy within required timeline
- ☐ Confirm rent method setup and first payment instructions understood
T+14 Days (Strata Only)
- ☐ Deliver Form K and retain proof + signed copy
- ☐ Re-confirm strata rules: parking, garbage, noise, amenities
References & Official Resources
- Move-in condition inspection guidance (BC Gov)
https://www2.gov.bc.ca/gov/content/housing-tenancy/residential-tenancies/starting-a-tenancy/move-in-condition-inspection - RTB-27 (Condition Inspection Report) — official form (PDF)
https://www2.gov.bc.ca/assets/gov/housing-and-tenancy/residential-tenancies/forms/rtb27.pdf - RTB-22 (Notice of Final Opportunity to Schedule a Condition Inspection) — official form (PDF)
https://www2.gov.bc.ca/assets/gov/housing-and-tenancy/residential-tenancies/forms/rtb22.pdf - Tenancy deposits and fees (Keys: sole means of entry rule) — BC Gov
https://www2.gov.bc.ca/gov/content/housing-tenancy/residential-tenancies/starting-a-tenancy/deposits-fees - Form K (Strata Property Regulation) — LTSA Practice Manual overview
https://ltpm.ltsa.ca/strata-property-regulation-form-k-notice-tenants-responsibilities - Tenancy forms directory (BC Gov)
https://www2.gov.bc.ca/gov/content/housing-tenancy/residential-tenancies/calculators-and-resources/tenancy-forms
Use this module as an operational standard: onboarding is a compliance function (forms + timelines) and a relationship function (clarity + professionalism).