Client Service Standards

We pride ourselves on providing outstanding service to our residents, prospective residents, service delivery partners and other stakeholders.

We have developed these Standards to provide clear expectations for our services.

How to Reach Us Response Time

In Person:
155 Queen St. North
Hamilton, ON L8R 2V6
Mon-Fri 9:00 a.m. – 4:00 p.m.
(Closed 12:00 -1:00 p.m. daily)

* Closed on Statutory Holidays

Office wait times vary.

Our busiest times are the first and last weeks of the month.

By Fax: 905.527.3181

By Email:

By Letter

2 Days Response: We will provide a response to any correspondence within 2 business days.

If a full response cannot be provided, we will update you with an anticipated response date within the next 5 business days.

By Phone:
Toll-free: 1.866.780.7275
1 Day Response: When you leave a voicemail message we will respond within 1 business day or as indicated on the voicemail greeting.

Maintenance Service Standards

Emergency Requests

Request such as fire, flood, and life safety.

Immediate attention through answering service

Urgent Requests

Request such as blocked toilet, lock-out, health and safety.

4 Hour Response:
Urgent request will get a response within 4 hours.
24 Hour Repair:
We will fix urgent maintenance issues within 1 business day.

Priority Requests

2 Days Response: Priority request will get a response and assessment within 2 business days.
7 Days Repair:
We will fix priority maintenance issues within 7 business days.

Low-Priority Requests

Request such as preventative maintenance and/or general requests requiring a contractor.

2 Days Response:
Low priority will get a response and assessment within 2 business days.
20 Days Repair:
We will repair low-priority maintenance issues within 20 business days.

Pest-Control Requests

2 Days Response: Inspection will be arranged within 2 business days.
3 Days Inspection Results:
Results will be provided within 3 business days of inspection.
7 Days First Treatment:
Pest control treatment will be arranged within 7 business days.
10 Days Follow-Up:
We will follow-up with you on the results within 10 business days.