Frequently Asked Questions (FAQs)

Neighbors are always encouraged to talk to each other to resolve issues between them; however, sometimes it does not work or an owner does not feel comfortable approaching it this way. A complaint for an alleged bylaw/rule violation may be sent to the Strata Manager or Strata Council where it will be reviewed and action taken to resolve the issues.

For convenience, please follow the step-by-step instructions to file your complaint by filling out our fillable Bylaw/Rule Violation Complaint Protocol and Form and submit by email to our office.   

Most of the building bylaws require owners to seek Strata Council’s prior approval before commencement of the installation. Owners are also required to sign an indemnity agreement before approval is granted. For convenience, please fill out our fillable Application for Approval to Change Flooring form where it provides you step-by-step instructions to ensure the required information is submitted.

Your bylaws may also lay out all specifications such as the minimum rating of the underlay to be used.

There are 4 options for our clients:

Strata Owners/Realtors

We make it convenient for you!  Fill out our fillable Order Form and submit by email to our office.  You’ll also be able to save or print a copy for future use or reference.  Please note that we only accept credit card payments.

Lawyers

We make it convenient for you!  Fill out our fillable Order Form and submit by email to our office.  Please note you’ll also be able to save the PDF form as a template for future use without re-typing of your firm’s information.

The hard copy of the form can also be emailed to our office at fb_orderdesk@crosbypm.com.

The best way to start is to review your building bylaws for any move-in/out procedures. Pay attention to the followings:
1) Booking procedure which usually requires advance notice;
2) Allowable Hours of move-ins/outs;
3) Who to contact for elevator booking;
4) Amount of move-in/out fee;
5) Any deposit required in advance of the move.

To sign up, please choose and complete the appropriate Pre-authorized Debit Plan Agreement as shown below and submit it to our office along with a void cheque. Please fill in details of your savings account if you do not have a chequing account.

Pre-authorized Debit Plan Agreement for Strata Owners

Pre-authorized Debit Plan Agreement for Crosby's Rental Tenants

Take advantage of our FREE evaluation service by completing and submitting our online Rental Rate Request form to get an idea of the current market rental rate for your property.  In certain circumstances, we might need to view the unit to provide a fair assessment of the rent amount.

It usually takes 2-4 weeks to rent a property.

RSS is an abbreviation of “Rich Site Summary” or “Really Simple Syndication”. It’s a format that websites use to deliver regularly changing content to the subscribers.

Currently our website offers two RSS feeds— “Suites for Rent” and “FAQS”.

When you subscribe to Crosby’s RSS feeds, you will be notified automatically of any new contents without having to check our website over and over again for updates.

You need a feed reader or aggregator in order to subscribe to a RSS feed.  The current version of most modern web browsers such as Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, Netscape Navigator, Safari, etc.) allow you to view feeds within the browser itself.  You can also view feeds through a desktop application or a web-based interface.

Once you have set up your feed reader, simply click the orange “Subscribe RSS” icon and start receiving our feeds.  It’s that easy!

There are 4 options for our clients:

Strata Owners

As details of the strata fees and special levy payments can be found in your official documents such as AGM/SGM Minutes, no invoices will be issued for these payments.  This environmentally friendly approach also saves Strata Corporations unnecessary expense on photocopying and postage.

Crosby’s Rental Tenants

As details of the monthly rental payment and obligations are clearly identified in the residential tenancy agreement or lease agreement, no invoices will be issued.

A Statement of Account is mailed in the 2nd month to owners who are in arrears and where fines were levied against the account.

To sign up, please choose and complete the appropriate Pre-authorized Debit Plan Agreement as shown below and submit it to our office along with a void cheque. Please fill in details of your savings account if you do not have a chequing account.

Pre-authorized Debit Plan Agreement for Strata Owners

Pre-authorized Debit Plan Agreement for Crosby's Rental Tenants

Please contact our Accounts Receivable department by email (Crosby@crosbypm.com) or by fax (604-689-4829) with your amendment details at least ten (10) business days in advance of the next PAD withdrawal.

Please contact our Accounts Receivable department by email (Crosby@crosbypm.com) or by fax (604-689-4829) with your cancellation notification at least ten (10) business days in advance of the next PAD withdrawal.

For owners who sold their units or tenants who moved out after the end of their tenancy, there is no need to provide any cancellation notice as our office will automatically cancel your PAD.

For convenience, a Pre-authorized Debit Cancellation Form is available for your use.

Owners under our Pre-authorized Debit Plan for monthly strata fees payment can fill out the special levy PAD form which can be found attached to the AGM/SGM notices/minutes and submit to our office at least ten (10) business days in advance of the 1st of the following month.

For Owners who are not currently under our Pre-authorized Payment Plan, please contact our Accounts Receivable Department accordingly.

Your cancelled cheques or bank statements are good evidence for proof of payment; therefore, a receipt will not be issued.

In the event of an emergency which requires fire, police, and ambulance service, please call 911 before contacting our office.

In the event of an emergency that threatens homeowner property or common areas, please call our 24 hour emergency number 604-683-8900.

Examples of a Homeowner Emergency:

- Elevator problem

- Parking gate or garage door problem

- Front door locking problem

- Flood problem such as water leaks

- Broken window

Note:  Personal emergencies are not considered strata emergencies.  Owners are responsible in dealing with their own personal emergencies.

For non-emergency response issues, please contact your Strata Manager during our regular office hours.

Examples of a Non-Emergency:

- Noise complaint

- Parking violation

Welcome Package
Each new owner will be mailed a welcome package which contains valuable and important information and we urge you to keep it for references from time to time.

Bylaws and Rules
Within the welcome package is a copy of your building bylaws and rules. Be familiar with them to avoid violations which could result in unnecessary fines. Pay attention to the ones for move-in procedure/hours/fee, rental restrictions, pet restrictions, and alterations to a strata lot (A good example will be hardwood flooring replacement which seems to be very popular these days).

Strata Fees Payment Options
One of the most important things to remember after purchasing your unit is to ensure you contact our office to make arrangement to pay your monthly strata fees on time to avoid late payment penalties and fines. Within the package is a copy of our Pre-authorized Debit Agreement and our Online Banking Instruction Sheet for your reference. Please refer to our FAQ on “All About Payments FAQs” for more details on your payment options.

Move-in Procedures
Please refer to our FAQ on:
“How do I schedule a move-in (e.g. booking an elevator)? Who should I call and is there a move-in/out fee?”

Insurance
You will find information on the insurance provider within the Package. Please also refer to our FAQ on:
“Do I need insurance for my strata unit? I thought the strata fees cover insurance?”

Renovation
Please communicate with your Strata Council to seek prior approval on any renovations you plan to do in your newly purchased unit to ensure you are in compliance with your building bylaws and rules.

Please refer to our FAQ on:
“How do I get approval to make changes to my strata unit, e.g. hardwood flooring?”

Rental
If you plan to rent out your unit, please refer to our FAQ on:
“I want to rent out my strata unit. What do I need to know?”

Within the welcome package is a Form K which is required to be completed and submitted to our office within two weeks of renting. Please note a new Form K is required when tenancy changes.

Crosby’s Website - FAQs
Our FAQs section offers helpful questions and answers that are commonly asked by our new and existing owners. For any inquiry that is not covered in this section, please contact your Strata Manager. Inquiries that relate to your strata fee payment or account, please ask to speak to our Accounts Receivable when contacting our office.

Crosby’s Website – Forms
There are different forms under the Forms section for your easy use and references.

The type of insurance covered in your strata fees is the Strata Corporation’s policy that insures the fixed structure, permanently installed original fittings and fixtures, mechanical equipment and machinery, fire suppression systems and common assets.

Therefore, it is highly recommended that owners acquire insurance for their strata unit to cover for personal property, betterments and/or improvements, additional living expenses, loss of rental income (if the unit is for rental), and most importantly, the Strata Corporation’s deductible chargeback (e.g. water, fire) incurred in the event of a claim that originated from within an owner’s unit.

To ensure you acquire sufficient insurance for protection, we recommend that you provide your broker with a copy of your Strata Corporation’s “Summary of insurance” which can be found in your most current AGM Notice package when acquiring insurance for your strata unit. 

Some insurers offer a homeowner policy that provides additional private coverage which is not covered under the Strata Corporation’s insurance policy. Owners may want to take advantage of it as it is beneficial to both the strata corporation and the strata owner knowing that the same insurer is there to look after their best interest. 

Some insurers even offer a tenant policy that provides additional private coverage which is not covered under the homeowner's insurance policy.

The best way to start is to review your building bylaws for any move-in/out procedures. Pay attention to the following:
1) Booking procedure which usually requires advance notice;
2) Allowable Hours of move-ins/outs;
3) Who to contact for elevator booking;
4) Amount of move-in/out fee;
5) Any deposit required in advance of the move.

The best way to start is to review your building bylaws to ensure there is no rental restriction in place that may affect your eligibility to rent. If there is one, you may be required to write to your Strata Council (and send to Crosby’s office) to get permission to rent. If the limit has been reached, you will be notified and may be placed on a waiting list.

If you are eligible to rent, ensure you proceed to check for the following and communicate the same with your potential tenant:
1) Any pet restriction bylaw that limits the type and number of pets your tenant may have;
2) Any move-in/out procedures bylaw (also see our “move-in” FAQ).
3) Ensure a Form K is completed by you and your tenant within two weeks of renting. Please note a new Form K is required when tenancy changes.

Ensure your tenant is given a copy of the building bylaws and rules to be abided by, as owners are responsible for any fines that resulted from their tenant’s, employee’s, or guest’s violation of any bylaws/rules or damages to the common areas during the move-in/out or at any other time.

Ensure your tenant understands the importance of acquiring their own personal insurance for their own protection.

Please also refer to our FAQ on "Do I need insurance for my strata unit? I thought the strata fees cover insurance?"

Most of the building bylaws require owners to seek Strata Council’s prior approval before commencement of the installation. Owners are also required to sign an indemnity agreement before approval is granted. For convenience, please fill out our fillable Application for Approval to Change Flooring form where it provides you step-by-step instructions to ensure the required information is submitted.

Your bylaws may also lay out all specifications such as the minimum rating of the underlay to be used.

Our office does not provide copy of strata plans. You may order a copy of your building’s strata plan at the Land Title Office for a fee.

Strata Owners/Realtors

We make it convenient for you!  Fill out our fillable Order Form and submit by email to our office.  You’ll also be able to save or print a copy for future use or reference.  Please note that we only accept credit card payments.

Lawyers

We make it convenient for you!  Fill out our fillable Order Form and submit by email to our office.  Please note you’ll also be able to save the PDF form as a template for future use without re-typing of your firm’s information.

The hard copy of the form can also be emailed to our office at fb_orderdesk@crosbypm.com. 

Neighbors are always encouraged to talk to each other to resolve issues between them; however, sometimes it does not work or an owner does not feel comfortable approaching it this way. A complaint for an alleged bylaw/rule violation may be sent to the Strata Manager or Strata Council where it will be reviewed and action taken to resolve the issues.

For convenience, please follow the step-by-step instructions to file your complaint by filling out our fillable Bylaw/Rule Violation Complaint Protocol and Form and submit by email to our office.   

Unless a deficiency occurring inside the suite is an emergency, owners are responsible for reporting insuite deficiencies directly to the developer in writing, as the property management company is unable to do so on an owner’s behalf.  A Service Request Form contained in your Homeowner’s Manual provided by the developer should be filled out with reasonable detail of the deficiencies and sent to the developer within the first 12 months of the suite being occupied.  It is recommended that an owner should keep a copy of the Service Request Form sent to the developer for their own records. 

At the time a brand new suite is occupied, a building warranty comes into effect for the first 12 months of that particular suite which covers defects in labour and materials, along with contraventions of the building code.  Rather than returning to attend to insuite deficiencies several times throughout the first year, a developer will most likely choose to wait until the 12 month warranty period for the suite has expired, thereby correcting the reported deficiencies within one or two site visits to your suite.

Yes.  The building warranty on the suite remains in effect and is transferable to any subsequent owners for the first 12 months following the time the first owner took possession of the suite.  Original installations by the developer should also come with a product warranty which is transferable, such as appliances and plumbing fixtures.  The Homeowner’s Manual provided by the developer should contain additional product warranty information associated with the installations inside your suite.

Viewing of Property:

Call the contact person provided in the rental listing to schedule a showing.

Get Prepared for Viewing:

Bring along the following as they may be handy when you decided to rent after the viewing:

1)         Cheque book;

2)         Employment references;

3)         Landlord references;

4)         Two (2) pieces of ID; and/or

5)         A copy of residency permit - applies only for foreign nationals (students/working visas).

Prospective tenants are welcomed to complete the Application to Rent form in advance and bring two (2) copies along when viewing the property.

Interested in Renting After the Viewing:

Rental agent / caretaker will spend some time with the applicant to go through and collect items in the initial application stage as listed in items 1-9 in below table.  Upon acceptance of the application, the rental agent / caretaker will meet with the tenant to go through and collect the reminder items as listed in items 10-13.

All cheques should be made payable to Crosby Property Management Ltd., in trust.

Moving In:

Please refer to our FAQ on “How do I get prepared for the move-in to ensure a smooth process".

After Moving-In:

New tenants renting from Crosby will receive a welcome package providing the following:

1)         A copy of the signed Tenancy Agreement;

2)         Information and rules on strata living (if applicable);

3)         Request for the tenant’s contact and emergency information;

4)         Contact information of the assigned Property Manager for all future inquires, issues, and repairs.

The following table provides useful information to better prepare Crosby's Tenants for a smooth move-in process:

The rental agent / caretaker will call you prior to move-in date to arrange for the keys and a “Move-In Inspection” form will be filled out.

Please be aware that no person, other than those listed in the Tenancy Agreement, may occupy the rental unit.  A tenant anticipating an additional person in the rental unit must promptly apply in writing for permission from the landlord for such person to become an approved occupant.  This additional person will be responsible to pay for the move-in fee charged by the building with bylaws in place.

An occupant who intends to vacate the unit will also need to advise the landlord in writing regarding the date of departure and the assignment on their portion of the security deposit to the current tenants before the landlord can legally remove their name and responsibility off the Tenancy Agreement.  Also, he/she is also responsible for any move-out fee charged by the building with bylaws in place.

Some buildings have bylaws in place where the move-in/out fee is still applicable.

The tenant may end a monthly, weekly or other periodic tenancy by giving the landlord at least one full calendar month’s written notice.  The notice must be given the day before the day in the month, or in the other period on which the tenancy is based, that rent is payable under the Tenancy Agreement.

For example, in a month-to-month tenancy, if rent is due on the first day of the month, the tenant must give notice to the landlord no later than September 30^th to move out on October 31^st.  If the Tenancy Agreement is a fixed term ending December 31^st, and the Agreement does not provide that the tenant must move out at the end of the fixed term, the tenant can give notice any time up to November 30^th, to take effect on December 31^st.

For convenience, tenants can now fill out the Notice to Vacate form from the website and submit by email accordingly.

If the tenant ends the tenancy before the end of the original term (clause 2(b) of the Residential Tenancy Agreement), the landlord may, at the landlord’s option, treat the Tenancy Agreement at an end and in such event, a certain sum of money as originally signed and agreed shall be paid by the tenant as liquidated damages, and not as a penalty, to cover administration costs of re-renting the said premises.  The payment by the tenant of the said liquidated damages to the landlord is agreed to be in addition to any other rights and remedies available to the landlord.

The following table provides useful information to better prepare Crosby's Tenants for a smooth move-out process:

Crosby Property Management Ltd. is licensed and bonded.  All accounting functions are overseen by five (5) Certified General Accountants.  Due to our size and the volume of businesses that we have, we are able to segregate duties among the accounting staff and provide better internal controls and protection for our clients’ trust funds.  All our trust accounts are being audited annually by Ernst & Young, LLP, one of the "big four" Chartered Accountant firms in Canada.

Crosby Property Management manages strata corporations with residential and commercial sections (mixed use), commercial strata corporations, industrial park strata corporations, stratified hotels, and complicated phased Strata Corporations that include air space parcels, cost sharing, and shared amenities.

Strata agents at Crosby administer a portfolio of between 8-12 buildings, depending on the location, size, complexity, and the services provided.  Strata agents at Crosby are paid a competitive salary and are not paid commission. This practice allows the Strata agents to properly service the needs of the building, owners, and residents in a structured and organized approach.

Crosby provides emergency services 24 hours 7 days a week to all owners and residents.  All emergency call reports are reviewed by senior management.

Comprehensive financial statements including a Balance Sheet and an Income Statement are provided to each council member by the 15^th business day of each month. 

Yes, we have established a legal Retainer Program with the law firm, Clark Wilson LLP, who are well known with their expertise in legal matters affecting strata corporations and the Strata Property Act.

Yes, our strata agents are well versed in the new home warranty program requirements and we also have a warranty coordinator on staff who can assist when necessary.

Yes, we work together with council and the qualified professional company to develop a capital planning program with reports to assist council with their long term capital planning and maintenance requirements.  

Yes, we can provide administration and accounting services relating to the project at an additional fee.

Yes, we have the expertise and understanding in the transition period between the developer and the strata corporation and can provide the council with guidance in dealing with accounting issues such as budgeting, fee collections, reconciliation of developer’s expenses, and the complexity of multi-phase development.

Please fill out our Request for Proposal and submit it online to our office.  Someone will be in contact with you in due course.  Thank you.

We manage a diversified portfolio of apartment buildings, individual condominiums, houses, townhouses, duplex, non-profit housing, and commercial and office buildings.

We also assist Strata Councils of buildings that Crosby manages to provide rental management services for the Strata Corporation’s rental suite.

Our fees are generally based as a percentage of the revenue generated from your property.   A minimum monthly fee may apply.  Please contact us and we will be pleased to provide you with an individual quotation for your review.  

For Strata Corporations that are already a client of Crosby, we’re pleased to provide our rental management services at a discounted rate. 

We are regulated under The Real Estate Services Act of British Columbia and only those fees and charges outlined in your Service Agreement are allowable to be charged without the client’s prior written approval. 

Take advantage of our FREE evaluation service by completing and submitting our online Rental Rate Request form to get an idea of the current market rental rate for your property.  In certain circumstances, we might need to view the unit to provide a fair assessment of the rent amount.

It usually takes 2-4 weeks to rent a property.

We normally advertise your rental units in the local or community newspapers.  We also advertise through Craigslist and our own Crosby website.

We require a very detailed application form from each prospective tenant and we conduct credit bureau checks, verification of employment and previous tenancies.  No tenants are accepted unless they have passed our strict criteria. 

Rental Buildings:

There are no extra charges associated with the regular site visits and property conditions inspections conducted by our experienced Property Managers.

Individual Rental Units:

Owners are given an option to engage the services of a 3^rd party for suite inspections.  Inspections are done on a quarterly basis. 

Rental Buildings/Houses:

Pet policies are determined on an individual basis by the Owner with consultation with the Property Manager.  One-half month’s rent deposit will be required as provided for under the Residential Tenancy Act.  Pet references may also be required.

Individual Rental Units:

Pet policies are determined on an individual basis by the Owner and/or by the Strata Corporation by-laws with consultation with the Property Manager.  One-half month’s rent deposit will be required as provided for under the Residential Tenancy Act.  Pet references may also be required.

No, we only manage unfurnished suites or houses. 

No, we only provide full management services.

The presence of an onsite caretaker cannot be quantified in terms of safety and security of the building as well as tenant retention and satisfaction.  The onsite caretaker is always available to show any vacant suites and deal hands on with any emergency situations which provide an enormous level of comfort for your tenants.  The caretakers are extensively trained and supervised by our Property Managers.

We are very diligent with rent collection and it is administered per all allowable avenues under The Residential Tenancy Act commencing with immediate notice given to tenant.

We often find that acting as an independent third party we are able to resolve most tenant disputes through communication and negotiation to ensure everyone is treated fairly and equitably.  We are experienced and familiar with all landlord’s rights and remedies under The Residential Tenancy Act and comply with same on all disputes.

We do anticipate with careful tenant screening that not too many matters will come before the Residential Tenancy Branch, but if that is the case, our Property Managers have many years of experience of preparing for and appearing before arbitrators.

In an effort to assist the clients to pay less tax up front, Crosby Property Management Ltd. agreed to act as NR6 agents to allow the owner to only pay taxes on 25% of the net income (which means rental income less projected expenses).  Please refer to our “Optional” Tax preparation Assistance for Non-Resident owners page for details.

Please fill in our Request for Proposal and submit it online to our office.  Someone will be in contact with you in due course.  Thank you.

Generally speaking, the fees are a percentage of the revenue (either gross or net) generated from the property.   The percentage will be based on the size of the income as well as complexity of the property, such as number of tenants and owners.   We would be pleased to provide you with an individual quotation.

We are very diligent with rent collection and keep in close touch with tenants and communicate to owners if any rental collection issues may arise.   If necessary rent distraint or seizure may be required and will be conducted upon behalf of the owner if so instructed.

We are very happy to work with you as owner while you do your own leasing and / or full co-operation with outside brokers.   We are dedicated property managers and believe that some leasing activity is best left to those experts in the particular field and market.

Quick action is necessary in this circumstance.   A review of the building conditions and current tenancy and market would be required.   A leasing / marketing plan would be created and the appropriate agents assigned to the project.

Keep in mind that a lot of work goes into taking over and setting up a new property.   Hence the initial contract period will be for one year with annual renewals thereafter.

We often find that acting as an independent third party we are able to resolve most tenant disputes through communication and negotiation to ensure everyone is treated fairly and equitably.

We will be pleased to give you recommendations as well as provide the necessary financial information required by your lender to facilitate the renewal.

We have a very strong insurance program and good relationship with our brokers because of the volume of coverage we insure with a good claims history so we would be able to assist you in receiving alternate proposals for your insurance coverage.

We do have several references to call, and we would be pleased to provide those to you directly keeping in mind the kind of property you have for management.

Please fill out our Request for Proposal and submit it online to our office.  Someone will be in contact with you in due course.  Thank you.