Tenants Frequently Asked Questions
- Income and Payment
- Rent and Subsidies
- Moving Out, Giving Notice
- Repairs to Unit
- Upgrades, Painting, Installing Items in Unit
What will happen if my income changes and I don’t report it?
- You must report any of the following changes within 30 days:
- Any household income increase
- If you are considering having a new person move into your unit (the person must be eligible and approved by NRH prior to moving in)
- A member of your household moves out
- A member of your household is no longer in school and has an income
NOTE: If you are a senior on a fixed income you only report changes in income when you receive your annual renewal package once a year. Your rent will increase according to your income only on this renewal date. For these purposes the definition of “fixed income” is:
- All members of the household are retired from the workforce and expect to remain unemployed
- The income received by all members of the household is paid in fixed amounts for specified periods
- No member of the household has a dependant
- No household members are in receipt of social assistanc
What happens if I send my annual income verification form in late?
If you do not send your annual income verification into NRH on time you will lose your subsidy. You will have an opportunity to appeal this decision. Once your subsidy is lost you can re-apply under the “Market to RGI” policy. Your subsidy would start again when you reach the top of the “Market to RGI” waiting list, which could take a great deal of time.
What happens if I don’t have an income?
- In order to continue to be eligible for RGI assistance, tenants are required to pursue income from the following sources:
- Basic financial assistance under the Ontario Works Act, 1997
- Support under the Divorce Act (child support)
- Benefits under the Employment Insurance Act
- Any pension that a person is entitled to receive (Old Age Security, Guaranteed Income Supplement, Canada Pension)
- Support or maintenance from immigration sponsorship
You have 30 days to provide proof that you have made reasonable efforts to pursue any of the above incomes. Failure to do so will result in loss of your subsidy and your rent would increase to the market rent.
If my child is receiving an income will this change my rent and will they be required to pay rent?
Yes. If your child is not in school, it will affect your rent. All income must be reported.
What happens if I am paying market rent and my income is reduced?
After 12 uninterrupted months of paying maximum (market) rent, you are no longer a rent-geared-to-income household. If you require subsidy after the 12 month period, an application for “Market to RGI” must be submitted and if you are eligible, you will be placed on the “Market to RGI” waiting list. When you reach the top of the list, your subsidy will be reinstated.
Is the loss of my subsidy final?
Tenants can ask for an appeal of this decision if they believe:
- That the decision was based on incorrect information
- That the rent was calculated incorrectly
- That the subsidy denial was unfair
- That they have been asked to move because they were considered to be overhoused
How much time do I have to request a review of my loss of subsidy?
Tenants have 10 business days from the date they were informed of the decision to request a review in writing. The Appeal Committee must complete their review within 10 business days of the tenants’ request for an appeal.
Will I have to sign a new lease?
If my rent increases to the market rent, what type of notice should I expect to receive?
You will receive 90 days notice of an increase to market rent if the increase is not related to an increase in your income. This timeline is set by the Residential Tenancies Act
How do I pay my rent?
You have several options to pay your rent:
- Cash or debit payments can be paid at the office located at Campbell East, 2201 David’s Road, Thorold
- Cheques, post-dated cheques and money orders can be mailed to our office or dropped off in site boxes located in most housing communities
- Pre-authorized Payment Plans allow withdrawal of your rent directly from your bank account. You will need to supply NRH with a void cheque and signed authorization in order to set up this plan.
What if my cheque is returned NSF (non-sufficient funds)?
NRH charges a fee of $15.00 for returned cheques.
What do I do if I receive a Notice of Termination for Nonpayment of Rent (N4)?
If you receive a N4, you must pay the full amount of rent owing before the termination date on the notice or you will be evicted.
If I want to move, how much notice do I have to give?
You must give us 60 days notice in writing before you move.
The only exception to this is if a death occurs, in which case a 30-day notice is required from the date that we are notified of the passing. This is set by the Residential Tenancies Act 2006.
Who do I contact if my unit needs repairs?
If your unit needs repairs, you should call your Tenant Support Representative and give your name, address, telephone number and details of the repair that is needed. If it is after regular business hours (Monday – Friday 8:30-4:30), you can leave a voice mail message for your TSR. If it is a maintenance emergency, the answering service is available on our regular telephone number 24 hours a day.
If I have no heat, should I contact the gas company?
No. If you have no heat you should contact your Tenant Support Representative. If it is after regular business hours, please speak to the answering service at our regular office phone number.
If I have no hot water or a leaking water tank, who do I call?
Hot water tanks are rental units, so you can contact the gas company at 1-800-266-3939 and the tank will be repaired or replaced at no cost to you.
Who should I call if I smell gas?
Call the gas company immediately at 1-800-263-3688.
What should I do if my smoke detector doesn’t work or keeps going off?
If you are certain that there is no fire, contact your Tenant
Support Representative immediately or speak to the
answering service at NRH if it is not during regular business
NOTE: It is illegal to disconnect your smoke detector. A disconnected smoke detector is subject to a fine by Fire Services and puts the health and safety of other tenants at risk
What do I do if I lose my keys? Can I change the locks?
You are not allowed to change the locks. Contact your Tenant Support Representative to request a lock change and new keys will be supplied. The cost to replace the lost keys will be the amount that NRH is charged by the locksmith.
Can I install a satellite dish?
Yes, but you will need to get written permission first from your Property Administrator. We have guidelines that you must follow to install the dish
Is there an extra charge if I install an air conditioner in my unit?
Yes. You must pay $60.00 per year for the cost of electricity. We will add $5.00 each month to your rent
When will my unit be painted?
Units are painted before a new tenant moves in. See Question/Answer 19 for more information.
Can I paint or wallpaper my unit?
Yes, but you must get written permission from your Property
Administrator before starting the project. If you choose to
wallpaper, dry strippable paper must be used. If you paint,
pastels colours are acceptable.
Dark paint colours must be returned to the original colour and wallpaper must be removed before you move out. Failure to do so will result in maintenance charges which will be pursued after you move out of the unit.
Can I install carpet in my unit?
Yes, as long as the carpet is not fitted under the baseboards, glued or nailed down. You must remove the carpet before you move out of the uni
If you would like a copy of any of our publications, please contact 905-682-9201 ext. 3932 or 1-800-232-3292 ext. 3932.
NRH encourages tenants to contribute to our publications by sharing their success stories,
questions and comments. Please e-mail us at email@example.com or call 905-682-9201.