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 the 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 plans as needed.

 

Employee’s Responsibilities

Employees play a big role in keeping the workplace safe.

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; and
  • Exercising the right to refuse unsafe work when applicable.

 

Safe Working Practices in the Workplace

COVID-19 is transmitted via larger liquid droplets when a person coughs or sneezes. The virus can enter through these droplets through the eyes, nose or throat if you are in close contact. There are several steps we can take in order to reduce possibility of spreading COVID-19 virus in the workplace.

Maintaining Physical Distancing

  • The best way to reduce the risk of contracting COVID-19 is by keeping a distance of 2 meters between yourself and your co-workers and clients. Be mindful of occupancy limits in small spaces like stairwells, narrow corridors and common spaces including lunchrooms and boardrooms.
  • Cover your mouth and nose with your arm when coughing or sneezing to reduce the spread of germs.

Maintaining Good Personal Hygiene

  • The best way to reduce the risk of contracting COVID-19 is by minimizing the number of times we come in contact with shared surfaces and equipment. Try to use your personal tools as much as you can like computer stations, pens, etc. It’s recommended you wipe your working station frequently.
  • If you have to share, for example the printer station, make sure to wipe it with a disinfectant wipe after each use.
  • It is important for all employees to wash their hands frequently, including upon arriving for work, before and after breaks, after handling cheques, documents, or other materials, before and after handling common tools and equipment.

Personal Protective Equipment (PPE)

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 will be available for specific job functions and will be distributed at departmental level.

Scheduling an appointment

  • Only Rental Property Managers have permission to schedule in-person client appointments in the office
  • In-person appointments must be limited to only what is needed to ensure safety of the employees in the office
  • All appointments should be hosted in the Downstairs Boardroom when possible
  • Room occupancy limits must be observed and followed
  • All clients must be asked the following screening questions before entering the office by person making the appointment
    • Do you feel sick or have any symptoms?
    • Have you recently travelled internationally?
    • Have you recently been in contact with anyone that feels sick or has recently travelled internationally?
  • If client answers “yes” to any one of the questions above, they won’t be permitted to enter the office

Visitor log

  • All clients must be signed into the visitor log located at the reception
  • When filling out visitor log, record date, first and last name and phone number of the visitor; indicate if screening questions were asked again upon arriving to the office

Safety measures at the office

  • Clients must follow outlined office procedures including sanitizing their hands when entering the office and maintaining a 2-metre distance from others while in the office
  • Rental Property Manager is responsible for ensuring the client they are with is following office procedures
  • Both Rental Property Manager and a client must wash or sanitize their hands upon entry
  • Rental Property Manager must sanitize surfaces where meeting took place (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

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

Making an appointment

  • All offices are open by appointment only during the times of 9:30am-4:30pm
  • All visitors must be asked the following screening questions when their appointment is made and upon their arrival to the office:
    • Do you feel sick or have any symptoms?
    • Have you recently travelled internationally?
    • Have you recently been in contact with anyone that feels sick or has recently travelled internationally?
  • If visitor answers “yes” to any one of the questions above, they won’t be permitted to come to the office
  • Any visitor arriving to the office without an appointment will be asked the screening questions upon arrival
  • 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 were not met

Visitor log

  • All clients must be signed into the visitor log located at the reception
  • When filling out visitor log, record date, first and last name and phone number of the visitor; indicate if screening questions were asked once again upon arriving to the office

Safety measures at the office

  • Upon arriving to the office, all visitors must follow outlined office procedures including sanitizing their hands and maintaining a 2-metre distance from others
  • To ensure 2-meter distance can be maintained during a pick up, each office has signage with instructions posted at the front entrance
  • Each office has been equipped with a wireless doorbell to alert a staff member of a visitor
  • Burnside office has a table outside the door for clients to remain behind to maintain safe distance
  • Westshore office has a box placed outside the door and will apply tape to mark the appropriate distance
  • Mid Island Manager informed Courtenay & Nanaimo offices of the appropriate procedures
  • All offices have Personal Protective equipment in stock for staff members to use should they need it
  • If any one of the employees is feeling 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

To prevent spread of COVID-19 in the workplace and to ensure safety of the Proline Management team.

Employee Responsibilities

Every employee is responsible for maintaining safe workplace conditions for the rest of the team. This includes not entering the workplace if an employee demonstrating one of the symptoms of COVID-19, has come in close contact with anyone travelling from abroad or anyone who has a confirmed case of COVID-19.

The symptoms of COVID-19 are similar to other respiratory illnesses including the flu and common cold. They include fever, chills, coughing, sneezing, runny nose, sore throat, and difficulty breathing or shortness of breath.

Any one who:

Has symptoms of COVID-19: Self-isolate and monitor the symptoms for 10 days

Has arrived from outside Canada or came in close contact with anyone travelling from abroad: Self-isolate and monitor the symptoms for 14 days

Came in close contact with anyone who has a confirmed case of COVID-19: Self-isolate and monitor the symptoms for 14 days

Is under the direction of the provincial health officer to self-isolate: Self-isolate and monitor the symptoms as directed by the health officer

If self-quarantine is required, you will be able to continue working from the safety of your home.

 

Reporting Procedures

If you have any one of the symptoms above or think you have been exposed to COVID-19, you must report this to your supervisor immediately. 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.

If you start having COVID-19 like symptoms while in the office, you must report it to your supervisor immediately. Your workstation will be properly disinfected to prevent potential spread of the virus.

When reporting to your supervisor, it’s important that you include the following details:

  • Do you have COVID-19 like symptoms? (yes or no)
  • Have you recently been to one of the Proline offices? (yes or no; if yes, which one?)
  • Did you come in close contact with anyone while at the office? (yes or no; if yes, who?)
  • If currently you are not feeling well, will you be taking a sick day off? (yes or no)

When ready to return back to the office, please inform your supervisor of your 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 only be shared with HR and OT to ensure appropriate safety measures are taken. No action will be taken against you if you have signs or symptoms of COVID-19.

To reduce the risk of contracting and spreading the COVID-19 illness and to ensure the safety of the rental department employees while performing department specific duties.

As an employer, it is Proline’s responsibility to ensure healthy and safe working environment, including reducing workers’ risk of contracting and spreading the COVID-19 illness. In the capacity of a Rental property manager you might come across situations in which you will have to come in close contact with clients and contractors. The following procedures outline how to protect yourself in these situations.

 

Unit Showings

During this time, all in-person site visits including unit showings and meetings with contractors and clients should be reduced to minimum. Every property manager is encouraged to use available alternatives to visiting the sites in person. Please use questions below to determine the best way to conduct a showing.

  • Can unit showing be conducted after the tenant moves out of the unit?
  • Can unit showing be conducted through a video call?
  • If unit is tenanted, will current tenants be comfortable with in-person showing?
  • If unit is tenanted, will current tenants be able to leave the unit during showing?

Currently, the safest way to perform a showing is by conducting a video call from an empty unit after the tenant moves out. If this is not possible, property managers are required to follow established safety guidelines including:

  • Asking current tenant screening questions prior to entering the suite
  • Asking interested prospect screening questions prior to meeting them for a showing
  • Maintaining safe physical distance when working with clients or contractors (2 meters)
  • Staying away from entering the suite or touching anything inside the suite
  • Using Personal Protective Equipment as needed

The screening questions are:

  • Do you have any one of the following symptoms: fever, chills, cough, sore throat,shortness of breath, difficulty breathing or new muscle aches or headache?
  • Have you travelled outside of Canada or came in close contact with anyone returningfrom abroad within the last 14 days?
  • Have you come in close contact with anyone who tested positive for COVID-19?

If prospective tenant answers yes to any one of the questions above, the in-person showing must be cancelled until required self-isolation period (14 days) is over.

If a rental property manager becomes aware that a tenant has been exposed to COVID-19 or has recently returned from travel outside BC and must self-isolate, the rental property manager must provide that material information to the landlord.

Property managers are required to follow procedures above to the best of their ability when conducting conditional inspection reports for move-ins and move-outs, when interacting with contractors, conducting property assessment for the new clients, during emergency unit entry and any time they come in close contact with clients and personal belongings of other’s.

 

Safety Guidelines and Personal Protective Equipment (PPE)

Every property manager is required to follow revised workplace policies and procedures when working off site. This includes maintaining physical distancing requirements at all of the times (2 meters), washing their hands frequently and following established safety procedures when visiting the sites or working with clients and contractors.

Every property manager will be provided a Personal Protective Equipment kit which they will be required to keep in the vehicles they use for work. The kit will include a pair of gloves, a disposable face mask, alcohol-based sanitizer and instructions on how to safely use PPE included in the kit.

To reduce the risk of contracting and spreading the COVID-19 illness and to ensure the safety of the strata department employees while performing department specific duties.

As an employer, it is Proline’s responsibility to ensure healthy and safe working environment, including reducing workers’ risk of contracting and spreading the COVID-19 illness. In the capacity of a Strata property manager you might come across situations in which you will have to come in close contact with clients and contractors. The following procedures outline how to protect yourself in these situations.

 

Council meetings and AGMs

During this time, we will be following the Real Estate Council of BC recommendation to use virtual meetings as a substitute to the in-person council meetings and AGMs.

 

Site visits

During this time, all in-person site visits including meetings with contractors and clients should be eliminated. When there is a need to visit a building or come in close contact with a client, every property manager is encouraged to use available alternatives to visiting the sites in person. Please use questions below to determine the best way to visit a building.

  • Can the issue be addressed without in-person visit?
  • Can a picture of the issue be taken by someone on-site to prevent in-person site visit?
  • If in-person visit is required, can the issue be addressed without coming in close contact with a client or contractor?

If it is not possible to avoid an in-person site visit, property managers are required to follow established safety guidelines including:

  • Visiting the site on their own
  • Asking screening questions prior to meeting with anyone in person
  • Maintaining safe physical distance when working with clients or contractors (2 meters)
  • Staying away from entering the suite or touching anything inside the suite
  • Using Personal Protective Equipment as needed

The screening questions are:

  • Do you have any one of the following symptoms: fever, chills, cough, sore throat,shortness of breath, difficulty breathing or new muscle aches or headache?
  • Have you travelled outside of Canada or came in close contact with anyone returningfrom abroad within the last 14 days?
  • Have you come in close contact with anyone who tested positive for COVID-19?

At this point in time, property managers are advised against going inside individual units to prevent the possibility of being exposed to COVID-19 virus.

 

Safety Guidelines and Personal Protective Equipment (PPE)

Every property manager is required to follow revised workplace policies and procedures when working off site. This includes maintaining physical distancing requirements at all of the times (2 meters), washing their hands frequently and following established safety procedures when visiting the sites or working with clients and contractors.

Every property manager will be provided a Personal Protective Equipment kit which they will be required to keep in the vehicles they use for work. The kit will include a pair of gloves, a disposable face mask, alcohol-based sanitizer and instructions on how to safely use PPE included in the kit.