What do I do in case of an emergency?
Tenants are responsible for contacting 911 for fire, gas escape, or illegal activity. Tenants need to report property damage due to a leak, flood, inoperable elevators, tenant wellness, or another emergency to our 24HR EMERGENCY PAGER at 250-868-5870
How do I report a maintenance concern or request a repair?
The easiest way is online at [link to Service Request page]. Online Repair requests are reviewed the following business day and are prioritized in order of urgency. We maintain 700+ rental units across the Central Okanagan. Therefore, repair times may vary from 2-20 business days, depending on the nature of the repair request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
What to do if I have problems or complaints with my neighbour?
Everyone has the right to the peaceful enjoyment of their rental. We always recommend the “Good Neighbour” practice. If your neighbour is doing something that is bothering you, go to them and have a polite discussion about it. It is more than likely they do not intend to disturb anyone or bother you, and they will stop or change their actions to accommodate and keep the peace. If this doesn’t work, we ask that you document the dates, times, nature and duration of the disturbance and the party causing the problem and provide this information in a formal written complaint. Due to Residential Tenancy Guidelines, we cannot act on verbal or anonymous complaints. Here is a Complaint Form [Link to complaint form] with the information required that you can print out and complete. Once completed, you can provide it to us by dropping it in mailbox “C” on your site, through Post Mail, or through our office mail slot at 101-2055 Benvoulin Ct. Kelowna, BC V1W 2C7. As these are formal letters, and original copies are required, they cannot be emailed or faxed.
What to do if I am concerned about my neighbour's well-being?
What if anyone has general concerns about another person’s health or wellness? In that case, it is their responsibility to make Health Authorities aware of the issue. Interior Health Response Team helps with wellness and mental health checks and can be reached at 250-212-8533. If you cannot contact a tenant, and there is a concern for their immediate safety or well-being, contact the RCMP @ 911 and request a “Wellness Check” and attend the unit. The RCMP can then contact the Emergency Pager for access if required. Unfortunately, society Staff can only provide access to Emergency Services. It can’t give access to anyone else, including immediate family.
Can I change the day rent comes out or pay my rent late?
No, rent is due by 4:00pm on the first business day of each month. We can’t stop, change, or alter Pre-Authorized rent payments because they are sent to the tenant’s Bank mid-month to be processed by the tenant’s bank. If you don’t have the funds to clear the rent, you must contact your bank to avoid extra fees or charges and make arrangements with us to pay your rent. Rent must be paid by 4:00pm on the first business day of the month. Late rent payments may be subject to a $20 administration fee that tenants must pay at our office located at 101-2055 Benvoulin Ct. Kelowna. We accept using exact cash, debit, or money order, for administration fees. It is best to call the Tenant line to make an appointment to pay your fees.
Do you take e-transfers?
No, we do not take e-transfers.
You can make payments by:
- Pre-authorized debit payments (recommended)
- Or in person at our office a 101-2055 Benvoulin Ct. Kelowna by:
My income has dropped. Can I get help with my rent?
We doesn’t provide emergency rent assistance. We operate under several different programs, and we look at each tenancy on a case-by-case basis. The easiest thing to do is submit an inquiry online at [link to Service Request General Inquiries]. All questions are reviewed the following business day and are prioritized in order of urgency. The Society manages 700+ rental units across the Central Okanagan. Response times may vary from 1-7 business days, depending on the nature of the inquiry. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
I can't find my Subsidy Renewal papers. Can I get new ones?
Yes, if you are looking for BC Housing Subsidy Application forms or the Declaration and Checklist of documents required, you can find them here [link to Forms]. You could also request online at [link to Service Request General Inquiries]. All inquiries are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Therefore, response times may vary from 1-7 business days, depending on the nature of the inquiry. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
Who can I contact to help me with documents for my annual income review?
If you have questions regarding your renewal documents, make a request online at [link to Service Request General Inquiries]. All inquiries are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Therefore, response times may vary from 1-7 business days, depending on the nature of the inquiry. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
Can I contact someone if I struggle to live independently and need additional resources?
Providence Living is 100% Independent Living and doesn’t provide additional living support. However, Interior Health Community Care Team at 250-469-7070 e xt.12412 is in place to help individuals find support to maintain their independence. The Seniors Outreach and Resource Center, https://seniorsoutreach.ca/ 250-861-6180, is also a good source of information.
What do I do if my parkade remote control stops working or if I lose it?
It is probably the battery. Replacement batteries are CR2032 button type and can be purchased almost anywhere. Here is a link to a video showing how easy they are to replace: https://www.youtube.com/watch?v=4znuHtU1jwY
If your remote control isn’t working after replacing the battery, or if you have lost or damaged your remote, the best thing to do is make a request online at [link to Service Request General Inquiries]. All submissions are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Therefore, response times may vary from 1-7 business days, depending on the nature of the request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message. All parkades also have outside parkade key access to use if remotes fail.
How can I get a parking spot?
Most parking spots have a parking fee and are dependent on availability. Make a request online at [link to Service Request General Inquiries]. All submissions are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Therefore, response times may vary from 1-7 business days, depending on the nature of the request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
Why isn't my Enterphone working?
The most common issue is a change in your phone number. If your phone number has changed, you need to update our office. Another common issue is a change in your service provider. If you have switched providers, you may need to contact them to correct the issue. If your service provider can’t fix the issue or you need to update us with new phone number information, the easiest way is to make a request online at [link to Service Request General Inquiries]. All submissions are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Response times may vary from 1-7 business days, depending on the nature of the request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
Do you offer additional storage?
Some properties offer separate storage lockers for a fee. Contact your Property Manager to inquire. The easiest way is to request online at [link to Service Request General Inquiries]. All requests are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Response times may vary from 1-7 business days, depending on the nature of the request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
Can I have/install cameras or security systems?
Cameras are not to be installed on the exterior of any part of our properties. This protects vulnerable groups such as children or those fleeing or at risk of violence. A security alarm system is also not allowed if it prevents free access of Society of Hope Staff for inspection or emergency repairs. Under Residential Tenancy Guidelines, you MUST have the Landlord’s permission to install any camera or security system. If you have questions, contact your Property Manager to inquire. The easiest way is to request online at [link to Service Request General Inquiries]. All requests are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Therefore, response times may vary from 1-7 business days, depending on the nature of the request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
Can I paint or use wallpaper in my unit?
Tenants can “touch up” paint with the matching colour; however, complete or partial painting with any other colour is not allowed. Wallpaper, even “removable” wallpaper, causes damage to walls and is not permitted. If you have questions, contact your Property Manager to inquire. The easiest way is to request online at [link to Service Request General Inquiries]. All requests are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Response times may vary from 1-7 business days, depending on the nature of the request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
Can I get a transfer to a different unit or property?
Transfers are only done in 3 situations. You must have been in your current unit for at least 24 months and are a tenant in good standing (rent is paid on time, you don’t owe any fees, and you follow the Rules & Regulations). The three situations where a transfer may be allowed are:
- The number of people in your household has changed. For example, a child has moved out, you have a new child, or a spouse has gone into care/passed away.
- Your income has dropped significantly and permanently since you initially moved in.
- The unit you are in no longer provides for changing accessibility needs. For example, a mobility issue has developed, and you require a unit modified for wheelchair access.
We would not consider requests for a transfer for any other reason. If you have questions, contact your Property Manager to inquire. The easiest way is to request online at [link to Service Request General Inquiries]. All requests are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Response times may vary from 1-7 business days, depending on the nature of the request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
I am having my phone or internet connected or changed. How do they get into the mechanical room?
Shaw and Telus both have lockboxes on every property with keys to access all mechanical areas they need except for your unit. They also both have keys for these mechanical areas at their main offices. If they have issues with access, they need to contact their supervisors to get these keys.
I want to book a community room or centre; how do I do this?
You can book these community areas one week to 3 months in advance. To book, submit a request online at [link to Service Request General Inquiries]. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
Can I have a pet?
No, all properties are pet free, except for 2 Seniors-only properties in Lake Country at Cedar Court and Pinewood Villas.
Are emotional support animals allowed?
No, the only exception under the law is any guide and service dog teams with valid identification cards issued by training schools accredited by the International Guide Dog Federation (IGDF) and Assistance Dogs International (ADI). If not certified by these agencies, Service/Guide dogs must pass a public safety assessment and certificate administered by the Justice Institute of British Columbia (JIBC).
Can visitors bring a dog or cat?
No, visitors cannot bring pets anywhere on the property. We implemented the pet-free policy on January 1, 2009. Tenants who have lived in their unit on/before January 1, 2009, are exempt from this rule and may have limited pet visits.
Can I have someone move in with me?
Not without our written approval. All tenancies are based on occupancy and income; allowing someone to move in without permission could put your tenancy at risk. If you have questions, contact your Property Manager to inquire. The easiest way is to inquire online at [link to Service Request General Inquiries]. All inquiries are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Response times may vary from 1-7 business days, depending on the nature of the inquiry. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
How long can visitors stay with me?
The maximum number of overnight guest visits in a calendar year is cumulatively fourteen nights unless you have our written permission to allow longer. If you have questions contact your Property Manager to inquire. The easiest way is to request online at [link to Service Request General Inquiries]. All requests are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Response times may vary from 1-7 business days, depending on the nature of the request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
I've lost my keys. What do I do?
Contact a family member or friend that has a copy of your key. If no one has a copy of your key, you can call our 24HR EMERGENCY PAGER at 250-868-5870, and staff will arrange to provide access as time permits. Note that replacement keys or remote controls are subject to replacement fees.
How do I give Notice to Vacate?
One month’s notice has to be in writing and needs to be given to us no later than the last day of the month, effective for the last day of the following month. For example, if you want to give notice for June 30th, you must provide written notice by May 31st. Here is a Vacating Notice Form [Link to vacating form]. If you have questions, contact your Property Manager to inquire. The easiest way is to request online at [link to Service Request General Inquiries]. All requests are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Therefore, response times may vary from 1-7 business days, depending on the nature of the request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.
What happens during the annual inspections?
There can be up to 3 unit inspections a year, depending on what you are renting:
- For our maintenance team to service our equipment, such as furnaces, ventilation fans, etc.
- Our Property Managers inspect for hazardous storage, unapproved activity, etc.
- Our apartment buildings require Annual testing of Fire Protection Equipment.
All these inspections promote the safety and health of all our tenants. Each inspection is very brief, and you are not required to be home during these inspections. If you have questions, contact your Property Manager to inquire. The easiest way is to request online at [link to Service Request General Inquiries]. All requests are reviewed the following business day and are prioritized in order of urgency. We manage 700+ rental units across the Central Okanagan. Response times may vary from 1-7 business days, depending on the nature of the request. You can also call the dedicated Tenant Line noted on your supplied refrigerator magnet and leave a detailed message.