FAQs

What does the application process involve?

Applying for rental properties through Emerald Management & Realty Ltd. involves a series of steps and processes.

Order of Tasks

How long does it take to fill out the Tenant Application to Rent form?

It takes approximately 30 minutes to fill out the Tenant Application to Rent form.

How long is the approval process?

We guarantee that you will have feedback regarding your approval within three business days as long as all necessary documentation (the application to rent, the tenancy agreement, and the security deposit) are in the possession of Emerald Management & Realty Ltd. and are completed to the fullest extent possible. Missing information may result in delays in processing your application.

Why do you check my credit?

To ensure prospective tenants can afford the unit in question, many property management companies in Calgary often complete credit checks. We want to ensure that the tenant is able to meet their commitments to Emerald Management & Realty Ltd. given other financial obligations and circumstances. If your credit is not stellar, it doesn’t mean you will not be accepted. We assess credit on a case-by-case basis. If you have questions on this matter, please call us at 403-237-8600 for more information.

Can I give you security deposit now to hold the property?

To hold a property with Emerald Management & Realty Ltd. we require a security deposit, a completed Tenant Application to Rent form, and a completed Tenancy Agreement form. We will not hold a property unless all three items are in our possession. We will cease to hold the property for you if your Tenant Application to Rent form is not approved, and your security deposit will be returned.

For the safety of our team members, we adhere to a strict NO CASH POLICY. No cash is ever kept on site.

What is Verified?

Ownly’s Verified product provides a zero paperwork renter verification process for some of the world’s most trusted real estate brands.

What information is used?

Verified gets a one-time snapshot of your banking information. Ownly does not store your government ID or financial data other than your renting power.

Will my information be safe?

Verified employs banking level security practices including strong authentication, full encryption, daily automated and manual security testing as well as external audits.

Why do I need to connect to my bank account?

Verified uses patented technology to calculate your renting power with real financial information and real home valuations, without the hassle of completing pre-approval paperwork, credit checks, mortgage calculations or appraisals on your home.

Do I have to go through all the steps?

No, however without completing all the steps, you may not receive a renting power calculation.

How long is my renting power valid?

The verification is valid for six (6) months.

Who can I share my renting power information with?

You maintain control over your renter verification data and choose what data to share and with which Real Estate professionals through Verified.

Why should I get Verified?

Through this process, you find your true affordability in just a few minutes, without a hard credit check or days of searching for documents. You can safely complete the renting verification process through the real estate team you’re working with and be confident that you’re setting the right budget for a new home purchase.

Where and how do I pay my rent?

You can pay your rent by post-dated cheque, Interac, or by pre-approved withdrawals from your debit account. Rent is always due on the first of the month.

During regular office hours, payments in person can be made at Emerald Management & Realty Ltd.’s office located at:

Emerald Management & Realty Ltd.
1036 10th Avenue SW
Calgary, AB T2R 1M4

For the safety of our team members, we adhere to a strict NO CASH POLICY. No cash is ever kept on site.

Rent – When is it due?

Rent is due on the first of every month by the end of the business day. To help ensure that rent is paid on time every month, we accept:

• post-dated cheques,
• payment by a pre-authorized debit transaction,
• attend in person at Emerald Management & Realty Ltd.’s office to pay with Interac,
• money order,
• certified cheque,
• Visa, Visa Debit, Mastercard and Mastercard Debit (Please note that there is a 3% processing fee on top of the payment as well online payments will not be refunded nor will the processing fee).  

NOTE: We have a strict NO CASH POLICY – no cash is ever kept on site.

Can I do a money transfer to pay my rent?

Emerald Management & Realty Ltd. is happy to set up an automatic pre-approved debit transaction to assist with paying rent.

If my rent is late, what are the consequences?

Rent is due on the first of the month. If rent isn’t received by the third day of the month, we will issue a late notice in accordance with your lease agreement. Late fees will apply, and Emerald Management & Realty Ltd. will adhere to the Residential Tenancy Act.

If you have any questions on this matter you can contact us directly at 403-237-8600.

My cheque – Who do I make it out to?

All cheques must be made out to EMERALD MANAGEMENT & REALTY LTD.

If cheques are issued to another party, rent will be considered not-accepted and late fees may apply.

The first of the month falls on a weekend or a holiday. Is rent still due on the first?

Yes. Rent is ALWAYS due on the first of the month. We find that providing a series of post dated cheques or using our pre-authorized payment program ensures that rent is paid on time and avoids added costs incurred by late fees.

I have roommates. Can we all pay with separate cheques?

Roommates must designate one individual who will be responsible for the collection of rent for the house and issue one cheque to Emerald Management & Realty Ltd.

I can’t pay my rent on time. What do I do?

If for any reason you cannot pay your rent on time, you MUST contact Emerald Management & Realty Ltd. to make satisfactory arrangements. Please note, arrangements need to be made prior to the date rent is due and approved by Emerald Management & Realty Ltd. in order to prevent undue fees.

I paid my rent, but I still received a late notice in the mail. What should I do?

Your rent may have been delayed because of mail delays, or other extenuating circumstances. If you have paid your rent, but still received a late notice, call Emerald Management & Realty Ltd. at 403-237-8600 to confirm payment was received.

What is a condominium?

A condominium is a unique type of property ownership where owners have a title to their unit, but also jointly own common property. Unlike an apartment complex, the management of the condominium property and maintenance of the building (including administrative tasks) are the responsibility of the Corporation’s Board of Directors who are elected by the owners.

What is a Board of Directors and how do they affect me?

A Board of Directors is responsible for administering the business of the condominium complex on behalf of the rest of the owners. This includes ensuring the condominium complex runs within its legal parameters and continuing to keep the owners apprised of significant changes.

As a tenant, your landlord will provide any changes to the bylaws or other regulations the condominium complex has brought into effect. You will also be provided with a copy of your condominium corporation’s bylaws prior to possession so that you, as a tenant, are aware of regulations that you will have to abide by, even if you are not an owner.

What are the responsibilities of the tenant? What are the responsibilities of the owners?

As a tenant, you are responsible for reviewing all documentation associated with rules and bylaws of the condominium corporation that your landlord provides – this may include minutes from board meetings. The landlord is responsible for ensuring that you are provided with these documents in a prompt manner.

Prior to moving into your condominium unit, your landlord will provide you with the bylaws associated with the condominium complex you are renting.

How do I file a complaint for a bylaw/rule violation (e.g. noise, pets, etc.)?

We strongly encourage neighbours to resolve disputes between themselves and this includes the tenants of condominium properties. If you feel that a matter is beyond solving on your own, or you are not comfortable with reporting the incident to your condominium’s Board of Directors, we welcome you to contact Emerald Management & Realty Ltd. directly, and we will address your concerns with either your landlord, the condominium’s Board of Directors, or both. We will work hard to ensure that all issues are resolved to the best outcome possible for all parties involved.

What is a Pre-Authorized Payment (PAP) Plan?

A Pre-Authorized Payment Plan (PAP) allows Emerald Management & Realty Ltd. to automatically withdraw funds from your debit account in order to pay your rent, condominium fees, or any other financial obligation you may have to Emerald Management & Realty Ltd. The PAP plan makes your rent payment worry free – you never have to question if we have received your payment!

It is the easy way to make your monthly payments. Simply fill out this PAP Agreement, print it, and sign and initial where indicated. Then fax or email it to us with your VOID cheque. Fax to 403-290-1530. Email to accounting@emeraldmanagement.com

Can I do a money transfer to pay my rent?

Emerald Management Realty Ltd. is happy to set up an automatic pre-approved debit transaction to assist with paying rent.

How do I cancel my existing PAP plan?

You will always have complete control over your payment to Emerald Management & Realty Ltd. – just like you would if you had issued cheques. To cancel your existing PAP plan, you just need to instruct your bank or, alternatively, you can reach Emerald Management & Realty Ltd. and submit your request, in writing, and we will cease all PAP payments.

I have roommates. Can we all pay with separate cheques?

Roommates must designate one individual who will be responsible for the collection of rent for the house and issue one cheque to Emerald Management & Realty Ltd.

My roommate just gave me notice, and I need to get a new roommate. What do I need to do in order to adhere to my Tenancy Agreement?

Only tenants listed in the Tenancy Agreement may occupy the rental unit unless the landlord has provided prior written approval.

If you are anticipating a new roommate, the proposed tenant must complete the Application to Rent form and submit it to Emerald Management & Realty Ltd. for approval. Depending on your location or building, the proposed tenant, once approved, may also be required to pay a move-in/move out fee.

The tenant that is moving out must supply their notice of leaving to Emerald Management & Realty Ltd., in writing, and may also be responsible for a move-in/move-out fee.

We recommend that the vacating tenant also signs a Waiver of Security Deposit form.

My roommate wants to move out, but the lease is still active. What steps need to happen?

At Emerald Management & Realty Ltd. all tenants are singularly and jointly obligated to ensure that rent is paid in full by the first of the month. This means that if a roommate moves out without giving proper notice, the remaining tenants can be held responsible and will be obligated to pay the portion of rent your prior roommate(s) were responsible for; however, this is a worst-case scenario.

Ideally, your roommate will provide written notice to both you and Emerald Management & Realty Ltd., thereby providing you with an adequate amount of time to manage your finances or find a different roommate. If you find a new roommate, this person will need to fill out a Tenant Agreement form and get approval from the Landlord to move in.

It is not the responsibility of Emerald Management & Realty Ltd. to negotiate or mediate issues between tenants. We strongly recommend that the vacating tenant also sign a Waiver of Security Deposit form.

My roommate has given notice to Emerald Management & Realty Ltd. What happens to the security deposit?

Security deposits are collected to ensure that the property is well maintained by the tenants. Accordingly, we keep the security deposit until all tenants vacate the property, and have completed a move-out inspection prior to vacating the property. If there was no damage to the property, aside from normal wear-and-tear, the security deposit will be returned in full. Partial reimbursements to roommates will not be given. We expect the vacating tenants and the new tenants to manage this matter on their own. We also strongly recommend that the vacating tenant sign a Waiver of Security Deposit form.

I have roommates. Can we get insurance together or do we have to have separate policies?

Some insurance companies will allow individuals to purchase tenant insurance jointly; however, there are some disadvantages to this approach. In order to ensure expectations are met between all tenants, it is good to keep a record of each tenant’s valuables and their worth and accordingly, an appropriate ratio of sharing the cost of the insurance. Also, roommates should discuss together what would happen if one of the tenants moved out.

Alternatively, insurance companies can also provide separate policies, which can make things much simpler if a roommate decides to leave.

Why do I pay an elevator fee to move into a building with an elevator?

Many buildings in Calgary have an elevator. In some cases, to offset the cost to the building to maintain elevators, increased wear and tear on equipment, or moving and security monitoring, buildings may charge a move-in/move-out fee.

Can I rent a steam cleaner and clean the carpets myself prior to moving out?

Yes, however, if determined by the Landlord that the cleaning is not satisfactory or if the property is damaged in the process, the tenant will be charged for having the carpets professionally steam cleaned and/or repaired in accordance with their Tenancy Agreement. You may find it more cost effective to contact your Property Manager to identify a high quality company that works frequently with Emerald Management & Realty Ltd. If you elect to clean the carpets yourself, Emerald Management & Realty Ltd. will request a copy of the receipt during your move-out inspection.

I want to move out. How much notice do I need to provide?

Parameters regarding leaving notice are included in your Tenancy Agreement.

If you have completed the term of your lease and are no longer operating on a Tenancy Agreement, one month’s written notice must be given on or before the first day of the month, in order to provide at least one full month’s notice.

If you wish to vacate, you can fill out the Notice to Vacate form.

I may have to break my lease. What are the consequences?

Tenant responsibilities with respect to breaking your lease are outlined in your signed Tenancy Agreement. Generally, the tenant breaking the lease will be responsible for re-leasing fees, advertising, turn-over costs, and any rent differences between the existing and new rent for the remainder of the original lease.

If you are transferring locations for work purposes, ask your employer about financial support for breaking tenancy agreements.

It is important to provide as much notice as possible. As soon as you know you need to move out, contact Emerald Management & Realty Ltd.

What are some steps I can take to ensure a quick move-out process?

The first step is to fill out the Notice to Vacate form. Once submitted, this form will officially provide Emerald Management & Realty Ltd. with the notice of your intention to leave. Emerald Management & Realty Ltd. needs at least one full month’s notice, so it is important to fill out the Notice to Vacate form prior to the first of the month to make this process as quick as possible.

If your building has an elevator, you will likely have to book the elevator for moving out. There may be fees involved.

The final step is a move-out inspection. We highly recommend that tenants attend the move-out inspection personally to help expedite processes, and get your security deposit back sooner. You can contact Emerald Management & Realty Ltd. directly at 403-237-8600 to book a mutually convenient move-out appointment with a Leasing Agent, Property Manager, or Resident Manager.

If you are in an unhealthy or abusive relationship, its never too early to reach out for help. Domestic violence can happen to anyone. To get help, please call any of these numbers:

• If you are in danger, or you think anyone is is danger, call the police: 911
• If you think children may be at risk, you MUST report it to Child & Family Services: 1-800-638-0715.
• If you need help, call the Family Violence Info Line: 310-1818

The Safer Spaces for Victims of Domestic Violence (The Residential Tenancies Amendment Act) allows for victims of family violence to end a residential tenancy agreement without financial penalty.

To end a tenancy agreement for this reason, tenants must get a Certificate Confirming Grounds to Terminate Tenancy. A Certificate can be used to give at least 28 days’ notice to vacate. The tenant will be responsible to pay rent during the notice period.

For more information, visit:

• Alberta Services: Safer Spaces Certificate to end tenancy
• Renting and Domestic Violence: Ending Your Lease Early (booklet)

Violence and abuse can quickly escalate in a relationship and the early you get support, the better. For more information on where to get help and for more resources, visit the Calgary Domestic Violence Collective.

Do I hook up Utilities? And if so, why do I need to fill out the forms?

Apartments, condominiums, and homes include a different range of utilities on a case-by-case basis. If a particular utility is not provided, you are responsible for both the provision of the utility and setting it up.

Emerald Management & Realty Ltd. is happy to provide forms to get you set up in your new home as quickly as possible. We provide forms and information on the following companies at the time your application is being processed:

• ENMAX (Alberta Water & Electricity)
• EPCOR (Utilities for properties outside of Calgary)
• DIRECT ENERGY
• ATCO GAS

Is Internet and cable included with my rent?

Unless otherwise noted on the property listing, you are responsible for providing internet and cable for your rental property.

Can I install cable, satellite TV, or extra phone lines at the property if not already installed?

If you wish to install cable, satellite TV, or extra phone lines at your rental property, you must first receive written permission from Emerald Management & Realty Ltd.

If you are approved, and the rental property is damaged due to the installation processes you, the tenant, will be responsible for ensuring damages are fixed and the unit is restored to as close to the original condition as possible, at your expense. Accordingly, we recommend a professional complete all installations.

Once the installation is complete, it is considered a permanent fixture of the property, and cannot be removed if the tenant vacates.

Can I get a pet after moving in?

First, find out if your rental property is pet-friendly. If yes, please contact Emerald Management & Realty Ltd. for a Pet Agreement Form. Pets will only be approved if your Pet Agreement Form is approved by Emerald Management & Realty Ltd., at which point you may be charged a one-time, non-refundable pet fee.

As a tenant, why should I get Insurance? Will the landlord’s policy provide enough insurance?

Many first-time renters often make the mistake of not getting renter’s or tenant insurance. This insurance is incredibly important in protecting your possessions! Your landlord’s own insurance policy covers damage done to the building itself and not the personal possessions of the tenant. Tenant insurance doesn’t just cover your personal property in the event of a robbery or fire – it also covers other issues such as if a guest or delivery person is injured while in your home because of tenant negligence (e.g. tripping over a shoe).

I have roommates. Can we get insurance together or do we have to have separate policies?

Some insurance companies will allow individuals to purchase tenant insurance jointly; however, there are some disadvantages to this approach. In order to ensure expectations are met between all tenants, it is good to keep a record of each tenant’s valuables and their worth and accordingly, an appropriate ratio of sharing the cost of the insurance. Also, roommates should discuss together what would happen if one of the tenants moved out.

Alternatively, insurance companies can also provide separate policies, which can make things much simpler if a roommate decides to leave.

Can I use the property for my business?

Businesses of any kind cannot be run out of apartments, condominiums or homes for rent by Emerald Management & Realty Ltd.

What are the kinds of properties that Emerald Management & Realty Ltd. manages?

We manage a diverse range of condominiums, single and multi-unit homes, townhomes, apartments, commercial, and office buildings. We also offer unique management services to homeowner associations and condominium corporations that typically require more day-to-day administrative support.

Please contact us directly at 403-237-8600 for more information about Emerald Management & Realty Ltd.’s experience with property management in Calgary.

How much do you charge for your services?

Our fees are based on a mix of hard-costs, fees, and a percentage of the rent generated from your property. We are happy to provide you with a detailed quote that is specific to your property. For more information, please contact us directly at 403-237-8600, and we will provide you with a Request for Proposal form. Once complete, one of our team members will review your property based on information provided in your Request for Proposal, and will generate a detailed quote within three business days.

How much should I charge for renting out my property? How long do you think it will take before I have a tenant?

Emerald Management & Realty Ltd. is happy to provide a FREE estimate of your property. In addition, we can provide you with tips and pointers that will help you get a tenant faster. In some cases, we may have to view your rental unit to provide a fair assessment. For more information, please fill out our Management Proposal form, and one of our representatives will contact you within three business days.

Where will my property be advertised?

We advertise our rental properties through our website and through our partners. Collaboration with various websites have been successful in placing thousands of tenants.

How do you identify good tenants?

We have strict processes that focus on three main attributes of potential candidates:

• a good credit rating
• good references from previous landlords
• a notification of employment (preferably with the employer’s recommendation letter)

Candidates who are unlikely to be reliable will not be considered for tenancy.

How often will Emerald Management & Realty Ltd. inspect my property?

Every property is unique, with inspection needs influenced by size, age, and tenant turnover, among other factors. Accordingly, Emerald Management & Realty Ltd. works with each of our owners to put in place an inspection schedule that best balances the property’s needs and the owner’s peace of mind.

Do you provide tenant placement services only? I can manage my property on my own.

Emerald Management & Realty Ltd. provides full management services which include tenant placement. We do not provide tenant placement as a stand-alone service.

How do you manage tenants that do not pay rent on time?

At Emerald Management & Realty Ltd. we understand how important collecting rent on time is to our owners. Accordingly, we are very diligent with rent collection and we strongly adhere to our rent collection policies. If rent is not received by the third day of the month, a 14-day notice to vacate is issued, as per the Lease Agreement. If the tenant pays their rent immediately after receiving their late notice, the notice to vacate becomes void.

On occasion, our tenants may encounter unusual circumstances that prevent them from paying their rent on time. At Emerald Management & Realty Ltd. we try to identify these unusual circumstances and provide some leniency when necessary, as leniency may be more beneficial to both the landlord and the tenant. These circumstances are assessed on a case-by-case basis, and the landlord will always be informed if such a situation arises.

What if a tenant becomes problematic? How do you handle this situation?

Given that Emerald Management & Realty Ltd. is a third-party between the tenants and the landlords, we often find we can resolve issues with tenants using careful communication and negotiation to cater to everyone fairly. If an odd case arises, we will inform the tenant of their rights as outlined in the Tenancy Agreement and the Landlord-Tenant Laws of Alberta. We find a vast majority of conflicts can be remedied without drastic measures like eviction.

What if an issue with a tenant goes to arbitration? Can I expect support from Emerald Management & Realty Ltd.?

Through our careful tenant screening process, we do not encounter many situations where a tenant will take a landlord to arbitration or vice versa. If such a circumstance were to arise, our team of dedicated staff will be happy to support you through the careful provision of facts that Emerald Management & Realty Ltd. has been made aware of.

I have a new tenant. What are my obligations for insurance?

As the property owner, you are obligated to make sure you have insurance that will cover damages to the building in the event of a flood, fire, or any other catastrophe that can affect the structural integrity of the home. Your tenants are responsible for providing their own insurance to cover their belongings. While it is not an obligation, it is a good business practice to encourage your tenants to seek tenant insurance on their own.

I hear insurance for a condominium is different than insurance for a conventional home. Why?

There are two kinds of insurance you have to consider as a condominium owner – that of the unit owner, and that of the corporation, which has a policy in place to cover anything owned or considered as common property under the Condominium’s Bylaws.

Your Condominium Corporation Insurance will normally cover: the buildings shown in the condominium plan; common property; condominium assets; and the liability of the corporation for claims of property damage and bodily injury suffered by others.

Your Unit Insurance covers your personal contents, additional expenses in the event of injury or loss, and liability for upgrades to your unit (also known as improvements and betterments). We recommend, when identifying which insurance policy is best for you, that you send a copy of your Condominium Corporation’s Bylaws to your insurance provider. The insurance provider will be better able to assist you in selecting the appropriate coverage for your needs.

The insurance company that provides your Condominium’s insurance may provide a discounted rate for any additional insurance you choose to take.

How do you manage pets?

Pet policies are determined either by the landlord or by the building policy. If pets are permitted, the kind of pet, or the characteristics of the pet, may be subject to regulations, either by the building or the landlord. Accordingly, all tenants who have a pet, or wish to have a pet, must fill out the Pet Agreement Form, and submit it to Emerald Management & Realty Ltd. We will first ensure that the pet in question meets the building’s policies (if applicable) and then obtain approval from the Landlord. Once the Pet Agreement Form is approved, the tenant may be responsible for paying a one-time, non-refundable pet fee for cleaning and maintenance purposes.

I am interested! How do I get started with Emerald Management & Realty Ltd.?

Please contact us at 403-237-8600 to obtain a Request for Proposal form. Once we have your completed proposal an Emerald Management & Realty Ltd. team member will review your proposal and contact you within three business days. Our team will provide you with a quote that is specific to your property, and may ask additional questions to ensure your property is rented as quickly as possible. If you have further questions about Emerald Management & Realty Ltd., please contact us at 403-237-8600.

I want to rent out my condo unit. What steps do I need to take?

You will have to acquire a new copy of your Condominium Corporation’s bylaws, which will be given to your tenant when they take possession. There is also a special form that the tenant will have to fill out, acknowledging that they will have to abide by the condominium’s bylaws.

Do I still need to pay condo fees if I am renting my unit?

Traditionally, yes. Condominium fees are billed to the owner of the unit.

Where can I find everything I need to understand my role as a condominium owner?

The following is a list of great resources to assist you as a condo owner:

• Condominium Property Regulations
• Personal Information Protection Act
• Human Rights and Citizenship Commission

What is the role of the Board of Directors?

The Board of Directors of a Condominium makes decisions for the Condominium and their owners, relating to both collective and personal property. The Board is subject to restrictions imposed or directions given at the general meeting. The overarching tasks are as follows:

Administration:

• Maintaining the common property;
• Making and enforcing rules;
• Enforcing the Corporation’s bylaws and the Condominium Property Act;
• Understanding when larger maintenance-related jobs are needed and evaluating costs for these jobs;
• Setting the Corporation’s budget; and
• Collecting fees or contributions from property owners within the Condominium.

What is a Condominium?

A condominium is a unique type of property ownership where owners have a title to their unit (can be a townhome, apartment, or commercial property, among others), but also jointly own common property with the other unit owners. Unlike an apartment complex, the management of the common property and maintenance of the building (including administrative tasks) are the responsibility of the Corporation’s Board who are elected by the owners.

Where can I find all the information related to my Condominium unit?

Each new owner will be mailed a welcome package that contains valuable and important information, and we urge you to keep it for reference.

How do I find the Bylaws & Rules for my Condominium Corporation?

All current Bylaws & Rules for your Condo Complex should be provided to you when you take possession of your Condo Property. It is your responsibility to read through these documents and keep yourself aware of various rules and regulations, including upgrades and improvements to your condominium.

How do I request documents from Emerald Management & Realty Ltd.?

Every situation tends to be unique and, accordingly, for personal tailored responses, please contact Emerald Management & Realty Ltd. directly at 403-237-8600.

Condominium Property Act of Alberta

• Condominium Property Regulation
• Condominium Property Act
• Personal Information Protection Act

What are the responsibilities of Condominium owners?

Owners are responsible for maintaining their property and ensuring they keep themselves apprised of the rules and responsibilities of the corporation. This includes reading the minutes of the Board meetings, reviewing the governing documents of the Board prior to taking possession, and ensuring all financial obligations are paid on time and in full.

A majority of the day-to-day questions that owners of a Condominium have are commonly located in bylaws and other governing documents such as: Are pets allowed? Are satellite dishes allowed? What changes can I make to the exterior of my building? When can I put up Christmas lights and decorations? While some of these questions seem to be small in nature, they must be adhered to if all owners are to realize the success of a condo lifestyle.

How can I pay my Condominium Fees or Contributions?

There are three different methods of payment that Emerald Management & Realty Ltd. accepts for the payment of Condominium fees and contributions including a PAP Plan, which allows us to automatically withdraw funds from your debit account on the date that its due, removing the need for postage or cheques. Alternatively, we also accept post-dated cheques and, if necessary, you can make an Interac transaction in person at the Emerald Management & Realty Ltd. office.

What do I do if I want to rent out my Condominium?

Most Condominium Corporations have rules and regulations that outline rental policies and associated costs. The best place to start is reviewing your bylaws, at which point you may be able to fill out a form to give notice of your intent to rent out your unit.

It is your responsibility to ensure that your renters are kept apprised of all the rules and regulations set out by the Condominium.

What does my Condominium Insurance Cover?

The insurance provided through your Condominium Corporation typically covers the fixed structure, condominium common property such as mechanical equipment, fire suppression systems, and common assets. Therefore, it is highly recommended you get insurance that covers your personal property or any improvements you make to your living space. You should also carry extra insurance if you are renting out your unit.

The insurance company that provides your Condominium’s insurance may provide a discounted rate for any additional insurance you choose to take.

What should I do if I want to renovate?

Many of the general guidelines around renovations are included in your corporation’s bylaws. We encourage all owners to review sections related to renovations prior to contacting your management company or your Corporation’s Board. If your answers are not included in documentation already provided, we recommend you contact your management company or your Corporation’s Board for further details on process.

Note that any renovations or upgrades you perform may not be insured by your Condominium unless written permission is received by the Board or otherwise outlined in the Bylaws.

How do I file a complaint? My neighbour is violating a bylaw or rule.

We strongly encourage neighbours to try and solve disputes between themselves. If you feel that a matter is beyond solving on your own, or you are not comfortable solving the problem on your own, you can file a complaint using our Online Form that will be promptly directed to the Board. Your concerns will be noted, and action may be taken if deemed reasonable in accordance with the Bylaws and Board policies.

How do I report problems with my unit?

Deficiencies with your unit that do not affect your personal safety are your responsibility. If you have a new property that is still under warranty, we recommend you report to the developer and the warranty company in writing. If you have already done so but your developer has not done anything to remedy the problem, your developer may be waiting to see if other problems (including or excluding your unit) arise so they can fix multiple issues/concerns at once.

If your home is no longer under warranty, please contact your Property Manager at 403-237-8600.

NOTE: The cost of the repair may be your responsibility, depending on your Bylaws.

I have reported a series of problems with my unit, but to date, no one has come to fix the problems. What should I do?

Sometimes developers will wait for a full year to pass after you take possession. This ensures that all problems with the property are reported, and can be managed at the same time. This reduces overall time spent by the developer going back and forth to suites, and saves time and materials. Please check with your developer or warranty program to confirm their timeline policy for responses. You may also wish to review your concerns with your legal counsel.

What if I encounter an emergency? What steps do I take?

If you are in an emergency where your personal safety, or someone else’s personal safety, is at risk, Call 9-1-1 before contacting Emerald Management & Realty Ltd.

In the event of an emergency that threatens homeowner property or common areas, please call our 24-hour emergency number 403-237-8600.

How do you protect a Corporation’s Trust Fund?

Emerald Management & Realty Ltd. is licensed and bonded. In accordance and in compliance with the Real Estate Act of Alberta, all of our trust accounts are audited annually. The additional financial reports are made available to the owners when the operating statements are audited in accordance with the Bylaws, as determined by the Board of Directors.

What are the types of projects Emerald Management & Realty Ltd. has managed?

At Emerald Management & Realty Ltd. we have managed a wide variety of condominium projects including residential and commercial condominiums which included complicated phased cost sharing, and shared amenities. For more information, specific to your condominium complex, please contact Emerald Management & Realty Ltd. directly at 403-237-8600.

How many projects does each of your condominium agents manage?

Condominium Managers at Emerald Management & Realty Ltd. are not overloaded with a large portfolio – the number varies based on the location, size and complexity of services needed. We ensure our team has the tools and time to fulfill their obligations.

How often are the financial statements prepared and delivered to your clients?

A detailed operating statement is prepared for the Board of Directors on a monthly basis and promptly delivered with an explanation of the use of revenues and expenses.

Can you assist us with difficult legal issues?

At Emerald Management & Realty Ltd. we are happy to provide you with assistance with tough issues, although the provision of support is assessed on a case-by-case basis. If your Corporation needs support please contact Emerald Management & Realty Ltd. for an assessment; we will provide you with information on how we can help. We may also refer you to a lawyer that specializes specifically in Condominium issues.

Can you help us build a sustainable, long-term capital expenditure plan?

Our team has years of experience in helping Condominium Corporations plan for their future. We can assist in reviewing preventative planning, and we understand your reserve fund requirements.

Will you take on projects that are only a few months old?

Yes. Emerald Management & Realty Ltd. is happy to take on Condominium developments regardless of their duration or how long they have been in existence.

What does Emerald Management & Realty Ltd. do to support a Condominium Corporation’s Board of Directors?

As the Board of Directors, you are responsible for administering the business of your Condominium on behalf of the rest of the owners. This includes ensuring the Condominium Corporation runs within its legal parameters, and continues to keep the owners apprised of significant changes. Hiring a property management company, like Emerald Management & Realty Ltd. allows the Board to focus more on the direction of the Corporation, and focus less on small, yet cumbersome details. When a Condominium Board chooses Emerald Management & Realty Ltd. to be their manager, we will match you with one of our experienced managers, who will take on a majority of the day-to-day obligations typically fulfilled by the Board. Our managers will support your board through regular, daily office hours, and can provide emergency support in the event extenuating circumstances occur. At our core, we reduce the stress on the Board Members and free up more time for your volunteers by ensuring your property is being well maintained and looked after.

What do I need to know about Commercial Leases?

There are many types of commercial leases offered and the first step is understanding which one(s) will work best for you. Commercial lease agreements vary in the way that rent is calculated and, therefore, your first step in this process may be negotiating which type of Lease you want. To help you understand more about Commercial Leases, we are happy to provide you with a consultation on the types of leases commonly used, and guidance on what kind of lease would work best.

Prior to signing a lease, we strongly encourage you to get a sample lease from a prospective Landlord, for your review.

What kinds of commercial leases are available?

There are many kinds of commercial leases and some overlap. Certain leases may include services such as janitorial assistance or utilities, while others do not. It is important to ask what kind of lease agreement you are pursuing, the services included, and fees associated with each.

Types of leases typically offered for Commercial Property are:

Double Net Lease

• Fully Serviced Lease
• Gross Lease
• Net Lease
• Percentage Lease
• Percentage Rent
• Rentable Square Feet
• Sublease
• Triple Net Lease (a.k.a. NNN or Net Net Net Lease)

What does Emerald Management & Realty Ltd. charge for the management of Commercial Properties?

The cost to manage your commercial property is based on a fee and is determined by the services you request from Emerald Management & Realty Ltd. For further information, we encourage you to fill out our Request for Proposal form, or contact us, and we will provide you with more information for your review.

How do you identify good tenants?

We have strict processes that focus on three main attributes of potential candidates:

• a good credit rating
• good references from previous landlords
• a notification of employment (preferably with the employer’s recommendation letter)

Candidates who are unlikely to be reliable will not be considered for tenancy.

How often will Emerald Management & Realty Ltd. inspect my property?

Every property is unique, with inspection needs influenced by size, age, and tenant turnover, among other factors. Accordingly, Emerald Management & Realty Ltd. works with each of our owners to put in place an inspection schedule that best balances the property’s needs and the owner’s peace of mind.

Do you provide tenant placement services only? I can manage my property on my own.

Emerald Management & Realty Ltd. provides full management services which include tenant placement. We do not provide tenant placement as a stand-alone service.

How do you manage tenants that do not pay rent on time?

At Emerald Management & Realty Ltd. we understand how important collecting rent on time is to our owners. Accordingly, we are very diligent with rent collection and we strongly adhere to our rent collection policies. If rent is not received by the third day of the month, a 14-day notice to vacate is issued, as per the Lease Agreement. If the tenant pays their rent immediately after receiving their late notice, the notice to vacate becomes void.

On occasion, our tenants may encounter unusual circumstances that prevent them from paying their rent on time. At Emerald Management & Realty Ltd. we try to identify these unusual circumstances and provide some leniency when necessary, as leniency may be more beneficial to both the landlord and the tenant. These circumstances are assessed on a case-by-case basis, and the landlord will always be informed if such a situation arises.

What if a tenant becomes problematic? How do you handle this situation?

Given that Emerald Management & Realty Ltd. is a third-party between the tenants and the landlords, we often find we can resolve issues with tenants using careful communication and negotiation to cater to everyone fairly. If an odd case arises, we will inform the tenant of their rights as outlined in the Tenancy Agreement and the Landlord-Tenant Laws of Alberta. We find a vast majority of conflicts can be remedied without drastic measures like eviction.

What if an issue with a tenant goes to arbitration? Can I expect support from Emerald Management & Realty Ltd.?

Through our careful tenant screening process, we do not encounter many situations where a tenant will take a landlord to arbitration or vice versa. If such a circumstance were to arise, our team of dedicated staff will be happy to support you through the careful provision of facts that Emerald Management & Realty Ltd. has been made aware of.

Can I hire Emerald Management & Realty Ltd. if I want to do my own leasing?

Yes. We are happy to provide management services only. In your Request for Proposal form, you can indicate you do not need leasing services.

What is the duration of your contract agreements with commercial property owners?

A lot of work goes into setting up a new property. Accordingly, we ask all owners to sign contracts for twelve (12) month durations, and renew on an annual basis every year after.

What is the full list of services you provide to your commercial property clients?

We provide a gamut of services to help manage and improve your property including:

Lease and contract negotiations;

• Lease and leasing renewals;
• Budgeting and occupancy costs;
• Hire and supervise contract labour;
• Regular on-site inspections;
• Management of leasehold improvements;
• Review & Tender Service contracts;
• Facility Operations;
• Collection of rents & recoveries;
• Operating cost reconciliations;
• GST remittance;
• Annual Insurance reviews;
• Accounts Payable and Receivable monitoring & tracking;
• Provision of monthly financial statements & reports;
• Financial planning;
• Building operations, repair and maintenance;
• Renovations and retrofits; and
• Tenant relations & satisfaction.

I am struggling to find an insurance company that will provide coverage. Can you help me?

Yes! We maintain strong relationships with our insurance providers. This relationship has often been advantageous for our property owners. If you are struggling with finding an insurance provider, please reach us at 403-237-8600 and we will be happy to try and arrange suitable coverage.

How do you market your properties?

Emerald Management & Realty Ltd. markets our properties through our own website and with preferred commercial leasing specialists.

I am interested! How do I get started with Emerald Management & Realty Ltd.?

Please contact us at 403-237-8600 to obtain a Request for Proposal form. Once we have your completed proposal an Emerald Management & Realty Ltd. team member will review your proposal and contact you within three business days. Our team will provide you with a quote that is specific to your property, and may ask additional questions to ensure your property is rented as quickly as possible. If you have further questions about Emerald Management & Realty Ltd., please contact us at 403-237-8600.

What is a Home Owners Association, or HOA?

Home Owners Associations, or HOA’s, are legal entities created to ensure common areas are properly maintained. An HOA is also a non-profit organization that manages and maintains amenities such as entrance signage, private parks, boulevards, and landscaping. The City of Calgary is no longer responsible for maintaining these amenities; hence, HOA’s were created to handle the maintenance of your community.

What is involved with an HOA?

There are many features of an HOA, and each HOA is different; however, many HOA’s have these features in common:

A mandatory membership for all property owners within the development;

• Mandatory fees associated with the memberships;
• The authority to enact and enforce maintenance including community design standards; and
• A governing board that has the capacity to hire contractors (including a property management company that handles maintenance and enforcement issues).

We are an HOA that struggles with collecting our fees from our members. Can you help with this?

We understand that revenue collection is a crucial part of your HOA. Emerald Management & Realty Ltd. has strict controls to ensure fees are collected on time. We will work in accordance to the Articles of Association and fee collection policies to collect fees and implement late charges when needed. As a third-party agent experienced in managing challenging situations, we often can resolve issues regarding fee collection easily.

How does my assessment money get spent?

Assessment moniesare spent at the discretion of the Board of Directors, who are elected among your peers of property owners.

As an HOA, I want to make the collection of fees easier. What are your payment options?

We allow a variety of payment options to help ensure revenue collection runs as smoothly as possible. We allow the following:

• Post-dated cheques;
• Debit card payments;
• Pre-authorized payment system, allowing contributions to be paid directly from the payee’s bank account to the HOA’s trust account;

What is considered an emergency?

If you are facing an emergency that is threatening someone’s personal safety, including yours, call 9-1-1 prior to contacting Emerald Management & Realty Ltd. at 403-237-8600.

An emergency situation is interpreted as a situation where, if not rectified immediately, further damage to the property and/or injury to a person or persons could occur.

If you are facing an emergency situation, contact us at 403-237-8600. If your call is placed during regular business hours, we will promptly answer your call and route you to the staff member that is best equipped to handle your emergency. If your call comes after hours, you will be prompted by our automated answering service to an on call Property Manager who will address your concerns immediately.

What if my request for maintenance is an emergency?

If you request is an emergency please call 403-237-8600. If your call is placed during regular business hours, we will promptly answer your call and route you to the staff member that is best equipped to handle your emergency. If your call comes after hours, you will be prompted by our automated answering service to an on call Property Manager who will address your concerns immediately.

How do I get ready for the Maintenance Department to come to my dwelling?

After submitting your request, if access to the repair area is blocked by personal belongings, please move these items to a different area to allow our maintenance staff complete access.

To the best of your ability, please ensure that the area is safe and sanitary before maintenance staff arrives (removing tripping hazards, etc). If making the area safe for our maintenance staff puts you in physical risk, please do not attempt to make the area safe, but inform our staff through our service request form or over the phone.

I placed a request for maintenance 3 business days ago, and my repair has not been made. What do I do now?

If you have placed a request for maintenance that has not been addressed it is likely your request is in the queue. Emerald Management & Realty Ltd. has to prioritize our requests for maintenance based on severity and the likelihood that not maintaining the property will cause further damage to the property. Accordingly, while we understand that your issue may cause you some concern, your request for maintenance may not be addressed immediately if the priority of the request is not urgent or if approval for the maintenance is still pending; however, if you have not heard from us within 3 business days, call 403-237-8600 and ask for the maintenance department. We will inform you of your spot in the queue and will explain the steps already taken to ensure your maintenance request is being handled appropriately.

How do I report a maintenance item?

If you need maintenance in your home, please contact the Emerald Management & Realty Ltd. using our Maintenance Request form. Maintenance requests go straight to our Service desk team, and are categorized as emergency or non-emergency cases.

Does Emerald Management & Realty Ltd. make the final decision to fulfill my maintenance request?

Fill in your Maintenance Request form with as much information as possible. Once approved, the maintenance issues will be resolved. If the situation is an emergency, the maintenance will be completed under the discretion of the Property Manager. The Property Manager will then act on this maintenance matter, and provide a resolution that is amenable to both the owner and the tenant.

Do I need pre-approval to paint the home or make other changes?

Yes. If you are interested in painting or changing colors, or installing any interior or exterior fixtures, as per your Lease Agreement or Bylaws (if applicable) you must first obtain written authorization from Emerald Management & Realty Ltd. before such changes will be allowed.

Can I be charged for maintenance at the property?

Yes, if resident damage or neglect causes the maintenance problem, you will be charged for it. Also, you can be billed for a service call if you miss a scheduled appointment with one of our maintenance contractors. Further, you can be charged for additional damages if bylaws or lease agreements identify the tenant as the individual responsible for certain kinds of maintenance. For your protection, we perform a walk-thru inspection with you on move-in day, and provide you with a signed comprehensive move-in checklist that documents any existing discrepancies in the home.