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MetCap Maintenance Commitment

MetCap Living is dedicated to providing the highest level of service to our residents. This is done through an enhanced maintenance program and timely, large scale capital investments in our properties. With a friendly and responsive team of property managers and customer service professionals at your service, you can take comfort in knowing that you are supported 24 hours a day.

Caring for your home is a partnership between you and the MetCap Living maintenance team. To ensure a positive, safe and hassle-free living experience, proactive maintenance visits are performed on all properties twice a year*. Professional contractors are available to assess, prioritize and address all common property repairs and maintenance requirements. For your convenience, MetCap Living offers the following services to all residents:

To assist with common issues which may arise, all new residents are given a Welcome Home booklet upon move-in. If at this time, a new resident becomes aware of a problem within their unit, MetCap Living provides a 14-day maintenance guarantee.

All new residents should be aware of the rights and responsibilities of landlords and tenants prior to starting a new lease. A Guide to the Residential Tenancies Act can be found here through the Social Justice Tribunals Ontario website.

How Can Leaseholders Submit a Maintenance Request?

To submit a service request, please complete and submit the Resident Maintenance Request form to your building staff. Resident Maintenance Request forms can be found here or obtained from the Resident Manager

Leaseholders may also contact the MetCap Living Resident Helpline at 1-877-638-2271 or email customerservice@metcap.com and ask a representative for assistance in obtaining a Maintenance Request Form. OR To submit a service request, please complete the following Resident Maintenance Request form. Resident Maintenance Request forms can be obtained in-person from the Resident Manager of the building or MetCap Living head office located at 260 Richmond Street East, Suite 300 between the hours of 9AM to 5PM(Monday -Friday). Leaseholders may also contact the MetCap Living Resident Helpline at 1-877-638-2271 or email customerservice@metcap.com and ask a representative for assistance in obtaining a Maintenance Request Form. For Starlight building residents who have access to the Resident’s Portal, maintenance requests may be submitted directly using my.metcap.com. If you require further information regarding access to this method, please contact your Management Office or the MetCap Living Resident Helpline at 1-877-638-2271.

Once a Maintenance Request is Submitted.

A MetCap staff member will follow up with the leaseholder on all maintenance requests within 2 business days. The MetCap staff member will then provide a 24 Hour Notice of Entry. An inspection will take place to determine if work can be completed immediately by MetCap staff or if a contractor is required to perform the repair. MetCap will do our best to ensure the repair is completed in a timely manner. The time required to complete each maintenance request depends on the scope and severity of the work required for the repair, the availability of any required replacement parts and the availability of contractors. Please ensure that access to the unit is available upon receiving a 24 Hour Notice of Entry to avoid unnecessary delays in repairs. If you feel that your issues are not being attend to, please call our Resident Helpline. For urgent requests or assistance in obtaining a Maintenance Request Form, please contact the MetCap Living Resident Helpline and speak with one of our representatives in your language of preference: 1 877-METCAP-1 (1 877-638-2271) Monday – Friday: 8:00 am – 8:00 pm Saturday: 10:00 am – 5:00 pm Sunday: 12:00 pm – 5:00 pm

What Are Leaseholders’ Responsibilities for Maintenance and Repairs?

A tenant must keep their rental unit clean, up to the standard that most people would consider ordinary or normal cleanliness. The tenant is responsible for any repair or damages to the rental property caused by that tenant, the tenant's guest or another person who lives in the rental unit. This includes damage inside the tenant's unit, as well as any common area, such as a hallway, elevator, stairway and driveway or parking area. It does not matter whether the damage was done on intentionally or accidentally - the tenant is responsible. The tenant is not responsible to repair damage caused by normal "wear and tear". A landlord can apply to the Landlord and Tenant Board (LTB) if the tenant has not repaired damage caused by the tenant, the tenant’s guest or another person who lives in the rental unit. If the LTB agrees that the tenant should be held responsible for the damage, the LTB can order the tenant to pay the cost of repairing the damage. The LTB may also order the eviction of the tenant. A tenant should not withhold any part of the rent. A tenant may be evicted if they withhold the rent without getting approval from the LTB, even if the tenant feels the maintenance in the building is poor or that a necessary repair has not been completed.