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Maintenance Information

Information on Maintenance of Emerald Management & Realty Ltd.’s Managed Properties

Requesting Maintenance

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.

Maintenance Procedures and Processes

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.

» Online Maintenance Request

If you have trouble using our automated service request form, you can also call our office at 403-237-8600 to report the problem.

*For police or fire emergencies, dial 9-1-1 before calling Emerald Management & Realty Ltd.

Should I call you if we had an accident and know it was our fault?

Absolutely! We have very affordable and professional contractors that can fix almost anything and at volume discount rates. We can help you avoid emergency repair costs, and can find the most affordable repair for you to minimize the impact of an honest oops! We appreciate your honesty in reporting the issue, and will reciprocate with honest low cost repairs or cleaning that gets you back on track.

Decisions for Maintenance

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.

Renovation Requests

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.

Fines & Fees

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.


For Home Owners Associations

For Those Seeking Home Owners Association Services

General Information

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).

Emerald Management & Realty Ltd.’s Services for HOA’s

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

Payment Options for HOA’s

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;

For Commercial Property Owners

For Those Seeking Commercial Property Management Services

Commercial Lease Information

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)

Costs & Fees

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.

Tenants & Tenant Relations

How do you manage tenants that are late in paying their rent?

Late payments are investigated immediately and the appropriate collection procedures, as outlined in the Tenancy Agreement, are initiated. This includes providing a notice to the tenant after 3 days of late payment. If action isn’t taken immediately by the tenant, further actions are taken.

How do you resolve issues between tenants?

We ask that tenants try to resolve their issues/concerns among themselves; however, if this is not possible, we have experience in challenging situations such as these and will provide some mediation.

Property Management Services

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.

Insurance

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.

Advertising Properties

How do you market your properties?

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

Getting Started

I’m interested in Emerald Management & Realty Ltd. How do we start?

Please fill out our Request for Proposal and submit it online to our office. We will get back to you within 3 business days to begin the process of providing a quote.


For Condo Corporations, Owners & Boards

General Information on Condominium Properties

General Information

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

Responsibilities of Owners when Renting Condos

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.

Condominium Insurance

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.

Condominium Renovations

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.

Bylaw Violation & Reporting

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.

Maintaining Condo Units

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.

Emergencies & Emergency Management

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.

For Prospective Clients of Condominium Property Management Services

Emerald Management & Realty Ltd’s Services for Condominium Corporations

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.