Frequently Asked Questions

Strata

Strata fees are due and payable on the first of every month.

Yes you can. Please download our Pre-Authorized Debit Form, complete it and return it to us. Forms that are received in our office by the eighteenth of the month will have the PAD effective on the first day of the following month. Any arrears that have accrued prior to that date will have to be paid separately by cheque.

Alterations are generally guided by the bylaws of the strata corporation and the Strata Property Act. You cannot make alterations of a structural nature and should generally not make alterations without seeking the permission of the strata council. An alteration that is frequently requested is the installation of a hardwood floor. Many strata corporation bylaws do not permit these installations, and if they are installed either in contravention of the bylaws of the strata corporation or without permission, the strata corporation may require them to be removed. If there are alterations requiring changes to electrical or plumbing fixtures, strata council permission is generally required and a permit should always be sought. Before doing any alterations you should contact the property manager in writing with a request outlining the specific alterations that you wish to make. The property manager will review the bylaws, review the request with the strata council and then will respond in writing. The response may decline the request or it may grant the request with specific conditions. Please make sure you always follow the conditions outlined, as they will have been set out either in your bylaws or by the strata council.

If you are an owner and you would like copies of strata documents please complete our Owner Request Form. This will be submitted to us electronically. You will be phoned to pick up the documents when they are ready for pick up. Payment for documents must be made by cheque or cash when you pick up the documents.

Form B is the strata corporation’s information certificate. The required contents of this form are set out in the Regulations of the Strata Property Act. Required information includes (i) the monthly strata fees, (ii) any arrears of strata fees, (iii) any alteration agreements affecting the strata lot, (iv) any upcoming special levies, (v) bylaw amendments that have not yet have been registered, (vi) ¾ vote resolutions for which notice has been given but not yet voted upon, (vii) a copy of the strata corporation’s depreciation report, if any, and (viii) the number of strata lots that are rented, and (ix) a number of other items. If you are a council member, you should never sign a Form B.  These should always be done by the property manager.

The Form K is a form set out in the Strata Property Act. This form must be signed by any person renting either a unit or a room in a unit in a strata development. It provides confirmation that the tenant has received a copy of the bylaws of the strata corporation and agrees to abide by them. If the Form K is not received, there are various remedies against the owner that are set out in the strata corporation bylaws and the Strata Property Act. In addition, failure to have a tenant sign a Form K provides the tenant with certain rights under the Residential Tenancy Act. You can download a Form K from our Forms page.

Complaints must always be in writing and must be submitted to the strata council, generally through the property manager. You can send a letter or an email with the specifics, (i.e. date, time place, nature of the incident) to us or you can also complete the Bylaw And/Or Rule Violation Complaint Form. Please note that while you will not be disclosed as a complainant, anonymous complaints are nearly impossible for the strata corporation to enforce if challenged.

Complaints will generally be discussed at council meetings, after which the property manager will send a letter to the offender noting that a complaint was received and warning them about the action. If there is a significant issue where a warning is not appropriate or if a more minor issue persists and further complaints are received, an additional letter will be sent (after review with council) outlining a potential fine and giving the offender an opportunity to respond in writing or attend a hearing before council to explain the situation. If the offender does not respond in writing or request a hearing, the strata council will decide whether a fine should be imposed and what the appropriate fine is in the circumstances. If an offender does respond in writing or attend a hearing, the council will make a decision based on the facts presented.

Many strata corporations have specific bylaws that outline the move in and move out procedures. Often you will need to advise a caretaker, council member or the property manager of your moving plans. Please review the bylaws for your particular strata corporation to see what the appropriate procedures are. If you have any questions after reviewing the bylaws, please contact the property manager or assistant for your building.

Please see the link below for specific instructions on how to add Proline Management to your safe senders list or email address book. Find the appropriate section for the email provider you use and follow the steps below.

If you require further assistance please call our office and ask for Adrian at 250-475-6440 ext 137 and he will be happy to help.

Safe sender instructions.

Rental Owner

Rental proceeds for small properties are sent out on the first business day before the 15th of the month in which they are received.  We are able to deposit your rental proceeds electronically. If we do that for you, it will appear in your account within two days following the 15th of the month. If you would like to set up electronic payment of rental proceeds please contact our accounting department.

Our fee varies depending on the location of your property, the number of units involved and whether you are an out of country investor or not. Please contact our office or use our Request a Rental Property Proposal form for a specific quote.

Your monthly management fee secures the services and experience of a licensed professional property manager assigned specifically to you. Your property manager will handle the marketing, tenant screening, tenant installment, collection of deposits and rents, service calls, monthly reporting and property maintenance. Your property manager will look after all of these tasks and spare you the substantial time commitment necessary to thoroughly protect and preserve your investment.

We do. We will work with the tenants to resolve any issues and will ensure that the required maintenance is done to a good standard. If there are major expenses required, we will contact you to discuss them before spending any money unless it is an emergency situation.

We have a group of independent trades and handymen that we use for most of the repair work that is required on properties. For small jobs we will send the trade that we believe is most suited to deal with the problem. For larger jobs we will get quotes and contact the owner for permission prior to authorizing the work.

Although your property is looked after by a specific Property Manager, all of the Property Managers are part of our rental management team. Before your Property Manager leaves on vacation, he/she will give a briefing to another member of the team so that any pending issues at your property remain on track. The Property Manager who is monitoring your property will also report to you on any concerns that arise while your regular Property Manager is away.

Tenants

Rent is always due on or before the first of the month.

Rent is paid to Proline Management Ltd. We take cheque, money order, or pre-authorized debit via your bank. You may leave a cheque (no cash) in our drop box located on the exterior of our building at 20 Burnside Road West.

COVID-19 UPDATE – Our office is currently closed to walk in traffic. Cheques and money orders will be received through our drop box. Cash payments are currently not accepted.

Rent payments that are received after the first of the month are subject to a $25 late fee. In addition, cheques or pre-authorized debits that are returned by your bank are also subject to an NSF $25 fee.

If you cannot pay your rent contact your Property Manager as soon as possible to discuss your options. At this point, the Property Manager would be within their rights to post a 10 Day Notice to end Tenancy.

COVID-19 UPDATE – The Government of BC has placed a hold on all Notices to End Tenancy during the State of Emergency.

Please contact your Property Manager as soon as possible. Contact can be made by phone, email or online request through our website. Emergent repairs should always be telephoned.

Living in a multi-unit dwelling has its pros and cons. Complaints related to noise travel, smoking and other nuisances can become an issue when living in such close quarters. Should you wish to make a complaint please contact your Property Manager in writing.

As per your agreement, only those persons noted on the agreement may occupy the unit. The tenant must apply in writing, for permission to have another person not named in the agreement to occupy the unit. An application must be completed and the rent may be increased for the additional occupant.

Should you wish to vacate the unit, please consult your Residential Tenancy Agreement as there is a clause in this agreement that states how long you have agreed to rent the unit. If you are in violation of this clause, additional fees may apply. Once you have this information you must provide proper notice, in writing, to Proline Management Ltd., at least one (1) month in advance.

Our 24-hour emergency line helps to cover the unexpected. An on-call property manager can always be reached at 250.475.6440.

Proline

To reduce risk of contracting and spreading the COVID-19 illness in the workplace and to ensure the safety of the employees in the office.

EMPLOYER’S RESPONSIBILITY

As an employer, it is Proline’s responsibility to ensure a healthy and safe workplace, including reducing workers’ risk of contracting and spreading the COVID-19 illness.

This includes:

  • Ensure workers are aware of any changes made to the workplace policies, practices or procedures through appropriate training and communication;
  • Ensure that workers understand implemented measures;
  • Ensure that workers can raise safety concerns; and
  • Monitor the workplace and update the plan as needed.

How should exposure controls be implemented in the workplace?

WorkSafeBC expects employers to implement control measures in the workplace to prevent exposure to COVID-19. When selecting a safeguard or a combination of safeguards, always start at the top of the hierarchy shown below to control the hazards. Choose a less effective safeguard only when more effective solutions are impracticable. Controls are developed in consultation with POSHC and continuously monitored to ensure they are providing the best level of protection to the team.

Hierarchy of controls

  1. Elimination or Substitution: This involves removing the risk of exposure entirely from the workplace. Having employees work remotely would be an example or eliminating the risk from the workplace.
  2. Engineering controls: These are physical changes in the workplace, such as removing shared office supplies by the printer stations and shared cutlery and plates in the kitchens.
  3. Administrative controls: This involves altering work practices to minimize exposure, such as establishing occupancy limits, scheduling office visits, setting up virtual meetings, etc.
  4. Personal protective equipment (PPE): This last form of protection should only be considered after careful consideration of the previous control measures. Wearing a mask in common spaces and shared offices will be an example of this measure.

EMPLOYEE’S RESPONSIBILITIES

Employees play a big role in keeping the workplace safe and like the employer also have responsibilities to fulfill.

This includes:

  • Complying with the employer’s instructions around minimizing exposure to COVID-19;
  • Taking steps to minimize exposure to COVID-19 while away from work;
  • Communicating any concerns about safety of the tasks performed during the workday;
  • Exercising the right to refuse unsafe work when applicable.

Employees can share their concerns and observations regarding COVID-19 policies and procedures at the office with any one of the POSHC members or HR. For additional information, employees can visit WorkSafe BC website or call 811.

OFFICE VISITS PROCEDURES – INTERNAL

All Proline Management offices have occupancy limits to minimize potential spread of the virus. All employees are advised to continue working remotely from the safety of their homes as much as possible. Please speak to your supervisor prior to returning to work from the office permanently.

Total office occupancy is as follows:

  • Burnside office – 28 people (max 14 people on each floor)
  • Westshore office – 3 people*
  • Nanaimo office – 6 people
  • Courtenay office – 4 people

WORKERS HEALTH CHECKS

All employees are required to complete mandatory health check upon entering any one of the offices. It’s expected that the employees will not be coming to the office if they experience any one of the following symptoms:

Fever or chills

Loss of sense of smell or taste

Loss of appetite

Headache

Difficulty breathing

Sore throat

Cough

Body aches

Extreme fatigue or tiredness

Nausea or vomiting

Diarrhea

Upon entering the office, every employee is required to complete health check form which will include the following questions:

  1. Do you have any of the symptoms above?
  2. Have you travelled outside of Canada within the last 14 days?
  3. Have you been identified by Public Health as a close contact of someone with COVID-19?
  4. Have you been told to isolate by Public Health?

If you answer “yes” to any one of the questions above, you must not enter the workplace. You must return home and use the BC COVID-19 Self-Assessment Tool or follow any public health advise you have been given.

Please remember that daily health check is one of the tools which allows us to make our office safer when used in collaboration with other tools outlined below. Daily health checks do not 100% prevent people with COVID-19 entering the workplace as not all COVID-19-positive people show symptoms. All workplace protocols must be followed including physical distancing, barriers, masks, and cleaning protocols for the procedures to be effective.

SAFE WORKING PRACTICES IN THE WORKPLACE

The virus that causes COVID-19 spreads in several ways. It can spread in droplets when a person coughs or sneezes. It can also spread if you touch a contaminated surface and then touch your face. There are several steps we can take in order to reduce possibility of spreading COVID-19 virus in the workplace.

Maintaining Physical Distancing

The risk of person-to-person transmission increases the closer you get to other people, the more time you spend near them, and the more people you come near.

The highest level of control on the hierarchy are the following best practices which help reduce risk of contracting and spreading COVID-19:

  • Keeping a distance of 2-meters (6 ft) between yourself and your co-workers and clients.
  • Be mindful of occupancy limits in all offices and common spaces like stairwells, narrow corridors, kitchens and boardrooms.

Maintaining Good Personal Hygiene

The risk of surface transmission increases when many people contact the same surface and when those contacts happen over short period of time.

The highest level of control on the hierarchy are the following best practices which help reduce risk of contracting and spreading COVID-19:

  • Wash your hands frequently, including upon arriving to the office, before and after breaks, after handling cheques, documents, or any other shared materials, before and after handling common tools and equipment.
  • Minimizing the number of times you come in contact with shared surfaces and equipment including printer station, coffee machine, meeting room equipment, etc.
  • If you have to come in contact with shared surfaces and equipment, you must wash/ sanitize your hands before and after touching shared surfaces and wipe equipment with a disinfectant wipe after each use.
  • Using your personal tools as much as you can including computer stations, pens, phones, etc. It’s recommended you wipe your working station frequently.
  • If you have to use someone’s else computer station or phone, you must wipe it with disinfecting wipes before and after use.

All measure above must be supported by effective cleaning and hygiene practices, including handwashing, cough hygiene, cleaning and disinfecting which are outlined on the signage posted around the office.

Personal Protective Equipment (PPE)

As of November 19, 2020, it’s mandatory for all employees, contractors and visitors to wear a mask while at any one of the Proline offices unless eating or drinking. The masks can be taken off only when you are at your desk given you have your own private office or a cubicle. If you are sharing office space, you should be wearing a mask while at your desk.

Use of PPE can help prevent spread of COVID-19; however, if not used properly, PPE can be one of the ways to contract the virus. Appropriate PPE is available at each one of the Proline offices. Please feel free to use your personal masks if desired.

The use of masks does not mean that other protections, such as observing occupancy limits at the office, maintaining physical distancing, and personal hygiene, are no longer necessary.

OFFICE VISITS PROCEDURES – EXTERNAL

All Proline Management offices will continue to be closed to the public until further notice. Some services, including pick-ups and drop-offs, will be available by appointment only.

Appointment Scheduling Procedure

Please review the following information to find out what to expect when booking an appointment.

  • All offices are open by appointment only during the times of 9:30am-4:30pm.
  • Burnside office equipped with a mail slot for contactless drop-offs.
  • All visitors must book an appointment prior to arriving to the office by speaking to one of our employees.
  • All visitors must be wearing a face covering when arriving at the office.
  • Before arriving to the Proline office, visitor must review the questions below:
    • Do you have any of the following symptoms: fever or chills, cough, loss of sense of smell or taste, difficulty breathing, sore throat, loss of appetite, extreme fatigue or tiredness, headache, body aches, nausea, vomiting or diarrhea?
    • Have you travelled outside of Canada within the last 14 days?
    • Have you been identified by Public Health as a close contact of someone with COVID-19?
    • Have you been told to isolate by Public Health?
  • If you answer “yes” to any one of the questions above, you will be asked to re-schedule the appointment to the time when it will be safe for you to come in contact with Proline team (at least 14 days from the original appointment date) .
  • We do our best to accommodate every visitor arriving to the office. Please note that Proline reserves the right to refuse service if the requirements above are not met.

In case one of the team members at Proline Management will be exposed to COVID-19, we will be required to do contact tracing to notify individuals who might have been exposed to the virus. To ensure this is possible, all visitors will be recorded in the visitor’s log located at the reception.

  • Upon arrival, visitors will be asked to provide their first and last names as well as phone number to be recorded in the visitor’ log.
  • Employee working with the visitor will be responsible for recording information above.

Upon arrival to the office, all visitors must obey the following office visit procedures:

  • Sanitizing their hands upon arrival.
  • Maintaining a 2-metre distance from others and following instructions posted at the front entrance of each one of Proline Management offices.
  • Each office has been equipped with a wireless doorbell to alert a staff member of a visitor.
  • All staff members who come in close contact with clients must be wearing face masks.
  • Burnside office has a table outside the door for clients to remain behind to maintain safe distance.
  • Westshore office has a table outside the door for clients to remain behind to maintain safe distance.
  • Mid Island Manager informed Courtenay & Nanaimo teams of the appropriate procedures and consistently monitors the teams to ensure the policies and procedures are being followed.

If any one of the employees feels unsafe during in-person interaction with a visitor due to a health & safety concerns or resistance to follow office procedures, employee has the right to refuse office access to the client.

Items for Pick-up

  • All items for pick up are to be left at the reception desk.
  • For key pick ups the slips are to be used for all the pertinent information
  • For any other items (cheques, notices) an envelope with the name of the person picking it up and a building name is to be used

Processing payments

  • Payments made at the Burnside office by cheque or money order should be dropped in the drop box to minimize contact.
  • Cash will only be received with a pre-arranged appointment.

In-person Office Visits

In rare instances, employees will be allowed to bring clients into the office for an in-person appointment. In-person appointments can be only considered at the Burnside office in Victoria, BC, due to the occupancy limits and size of the office.

As in-person appointments significantly increase risk of contracting COVID-19, we strongly recommend against them. Please speak to HR or your supervisor prior to scheduling an in-person appointment with the client at the office.

  • In-person appointments must be limited to only what is needed to ensure safety of the employees in the office.
  • All appointments must be hosted in the Downstairs Boardroom. Please make sure to check availability and speak to HR prior to booking the appointment.
  • Room occupancy limits must be observed and followed.

An employee who is working with the client is responsible for ensuring the following procedures are followed:

  • Asking the following screening questions when booking appointment as well as upon arrival to the office:
    • Do you have any of the following symptoms: fever or chills, cough, loss of sense of smell or taste, difficulty breathing, sore throat, loss of appetite, extreme fatigue or tiredness, headache, body aches, nausea, vomiting or diarrhea?
    • Have you travelled outside of Canada within the last 14 days?
    • Have you been identified by Public Health as a close contact of someone with COVID-19?
    • Have you been told to isolate by Public Health?
  • Screening questions must be asked prior to entering the office.
  • If visitor answers “yes” to any one of the questions above at the time of the booking or upon arrival to the office, they will be asked to re-schedule the appointment to the time when it will be safe for them to come in contact with Proline team (at least 14 days from the original appointment date).
  • Upon arrival, visitors will be asked to provide their first and last names as well as their phone number to be recorded in the visitor’ log.
  • Employee working with the visitor will be responsible for filling out visitor’s log located at the reception with the relevant information including date of the visit, visitor’s first and last names, their phone number, and confirmation that the screening questions were asked once again upon arrival to the office.

At the office:

An employee who is working with the client is responsible for ensuring the following procedures are followed:

  • Visitor and Employee must sanitize or wash their hands when entering the office.
  • Visitor and Employee must maintain a 2-metre distance from others while in the office.
  • Employee must sanitize surfaces in the boardroom before and after the meeting (e.g. table, chairs, doorknobs, etc.)

If any one of the employees are feeling unsafe during in-person interaction with a client due to the health concerns or resistance to follow office procedures employee has the right to refuse office access to the client.

REPORTING ILLNESS

Employees must report to their supervisor immediately if they:

  1. Have any one of the symptoms of COVID-19 or start having the symptoms while in the office
  2. Has been directed by Public Health Authority to self-isolate
  3. Has come in close contact with anyone travelling from abroad
  4. Has come in close contact with anyone who has symptoms or being tested for COVID-19
  5. Has come in close contact with a confirmed case of COVID-19

This step is necessary for us to ensure appropriate self-quarantine measures are followed to reduce the risk of anyone else on the team contracting the virus.

Once employee reports the information to the supervisor, the following steps will be taken:

  1. Supervisor will communicate reported information to HR and identify the next steps.
  2. If employee starts feeling ill while at the office they will be asked to wash/ sanitize their hands, put on a mask and go home to self-isolate. Employee will be able to continue working the rest of the day remotely or if they are too ill, they will be able to take a sick day off instead.
  3. If employee came in close contact with someone who has been requested to get tested for COVID-19 they will be asked to self-isolate until the results of the test will be in.
  4. HR will contact only employees who came in close contact with sick employee for a significant amount of time or without maintaining recommended 2-meter distance to ask them to self-isolate as well.
  5. Sick employee’s workstation will be properly disinfected to prevent potential spread of the virus.

All employees are responsible for communicating all relevant updates to the supervisor and HR in regards to the test results and your symptoms prior being able to return to the office.

When ready to return back to the office, employees will inform their supervisor of their intention to go to the office. This step will ensure self-quarantine measures were fulfilled for safe return to the office.

Please note, the information you report to your supervisor is confidential and will not be shared unless it’s necessary to ensure appropriate safety measures are taken. No action will be taken against you if you have signs or symptoms of COVID-19.