Dear residents,

As the efforts to curb the spread of COVID-19 are underway, we hope you and your family are doing well under what are very challenging circumstances. We know that the stress of social distancing, lack of routine and uncertainty is continuing to mount for many of us. As a valued CAPREIT resident, we want to update you on all that CAPREIT is doing for our communities to navigate this unprecedented crisis. We have put together the latest information on rent related matters and the support measures we have implemented. As circumstances concerning COVID-19 are changing daily, we will continue to provide updates and resources in a timely fashion. Below, you will find relevant information on rent collection, government assistance plans and the measures we are taking at the building level to ensure safety for all.



Update - Oct 9, 2020

It’s important for residents to note the following:

We are asking all residents who can pay their rent to please do so as they normally would. For those residents who cannot pay rent, our commitment remains constant to working collaboratively with you on a case by case basis. As of April 1, we have implemented payment plans designed to give those in need some flexibility around their rent obligation.

We value your place in our community. If you have questions, we are here to help you. 

Please visit our Covid-19 Resources Page  for all the latest news and resources.



Update - April 2, 2020

Rent with us Remotely

If you are interested in rental opportunities, our Leasing Specialists remain available via telephone, live chat and email.

We also have virtual tours for most of our buildings. Check out our apartment videos, photos, floor plans of available units and pricing. Through your mobile device, computer or tablet we have what you need to find your next apartment.

You can even start the application process online! Choose your building, available unit and click on Apply Now.



Ian Bickis · The Canadian Press - Mar 30, 2020  

Major landlords promise flexibility as COVID-19 eats into tenants' ability to pay rent

Major REITS say they are trying to help, but 80% of rental stock owned by smaller players

Some of Canada's biggest residential landlords say they're committed to working with tenants who have lost their job because of the novel coronavirus pandemic.

The signals come as efforts to contain the outbreak have led to huge business disruptions and surging unemployment that have made many Canadian worried about how they will pay next month's rent.

The speed of the shutdown in many areas of the economy has meant many people will likely be short on next month's rent, especially since government programs meant to help those who have lost their job won't start paying out until April.

The unprecedented times have led some tenants to call for an all-out rent strike, but major rental companies are urging those who are able to pay their rent to do so, while offering assistance to those who find themselves in need.

"If anybody's lost their job, we are there to support them, and there to work with them through the crisis," said Mark Kenney, CEO of Canadian Apartment Properties Real Estate Investment Trust.

"We are violently against evicting people that find themselves in a place of distress right now."

The company, which manages more than 65,000 residential rentals across Canada as well as in Ireland and the Netherlands, says tenants who need to should get in contact with their property manager to explain their situation, offer to pay what they can and discuss ways they might repay the rest over time.

Other major rental companies including Northview Apartment REIT, Greenwin Corp., MetCap Living, and Boardwalk REIT have also issued notices to tenants, asking them to reach out if they are in financial distress and have committed to various degrees of support.

"Right now, our message to our communities is that Greenwin is still here for them. We are committed to working with our residents as much as possible during this difficult time," said Greenwin Corp. CEO Kris Boyce in a statement.

Given the case-by-case nature of these appeals, it's not yet clear just how accomodative the companies will be. Landords are also limited on what immediate action they can take against tenants, since some provinces have suspended eviction tribunals during the crisis.

Kenney at Capreit says the company will be open to both deferring rent until tenants can pay, as well as rent relief in some cases.

He says, however, that he's worried about the roughly 80 per cent of landlords in Canada who are small-scale owners of units and who won't have the same flexibility.

"These are circumstances that we all have to show empathy in and understanding for. But equally, we need to keep the integrity in the system."

The call echoes what has been coming out of Canada Mortgage and Housing Corp., which has asked that people leave both rent and mortage relief to those who need it most while asking those who can to pay their bills.

Source: CBC News: https://www.cbc.ca/news/business/rents-landlord-covid-19-1.5515071



A Message from FRPO - March 27, 2020 

A Message from the Federation of Rental-Housing Providers of Ontario

TORONTO, March 27, 2020 /CNW/ - Our members sincerely care about our residents. We value you and your families. At this time of emergency, especially, we want you to be safe and secure in your homes. We know that many residents have had their incomes disrupted by the COVID-19 emergency. For some, it may be challenging to pay rent on April 1, 2020.

To take some of the stress out of the situation, we have the following advice on what to do if you cannot pay your rent due to the COVID-19 emergency.

  1. Reach out to your property manager by phone or online (to respect physical distancing).
  2. Explain the situation. 
  3. Offer to pay what you can, if possible. 
  4. Ask about government programs you might qualify for, and for the remainder, discuss a plan for how you could repay over time.

Remember, it is important to please pay your rent if you can. To keep buildings operating, clean, and safe, we need to pay our mortgages, operating costs and employees too.

We understand the situation is unpredictable. Some financial help is already on the way, and all levels of government have already taken steps to help maintain incomes or reduce costs:

  • The Government of Canada has introduced the Canada Emergency Response Benefit which provides $2,000 a month for up to 4 months to individuals who have lost their income as a result of COVID-19. The federal government is also providing a 75% wage subsidy for small and medium-sized businesses so they can keep people employed.
  • The Government of Ontario has set aside $148 million for assistance through Municipal Service Managers, which will use the Canada-Ontario Housing Agreement to direct more resources to tenants. The Province has also committed additional financial relief for low-income seniors, families with children and individuals with student loans.
  • Some municipalities have offered grace periods for municipal payments such as property taxes, water and other utilities, and our members commit to take that into account in making arrangements and calculating arrears. 

We are hopeful that these measures will help benefit our residents, but they may take time to reach those in need. We understand. We urge you to keep the lines of communication open with your property manager.

ABOUT FRPO

The Federation of Rental-Housing Providers of Ontario (FRPO) is the province's leading advocate for quality rental housing. FRPO represents over 2,200 rental housing providers who supply and manage homes for over 350,000 resident households across Ontario.

SOURCE Federation of Rental-Housing Providers of Ontario

For further information: Tony Irwin, President and CEO, Phone: 416-385-1100 x20, Email: tirwin@frpo.org


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AODA: Customer Service Statement

  • Purpose

    The purpose of this policy is to outline the CAPREIT’s commitment to maintaining appropriate AODA compliance. 


    Scope

    This Policy applies to the Company’s employees and contract staff (collectively, “Employees”).


    Definitions

    N/A


    Governing Laws and Regulations

    Accessibility for Ontarians with Disabilities Act, 2005. Other relevant jurisdictions accessibility legislation as they come into effect.


    Policy

    1. Our Mission

    CAPREIT owns and operates the highest quality rental communities in Canada. We offer our residents attractive, comfortable and secure homes.

    2. Our Commitment

    In fulfilling our mission, CAPREIT strives at all times to respect the dignity and independence of our customers with disabilities. We are committed to ensuring that people with disabilities are given the same opportunities to access our services, in a way that ise similar to other customers.

    3. Providing Goods and Services to People with Disabilities

    CAPREIT is committed to excellence in serving all customers. In serving our customers with disabilities, we will carry out our functions and responsibilities in the following areas:


    3.1 Communication - We will communicate with people with disabilities in ways that take into account their disability. We will communicate with all people in a manner that best respects their dignity and independence and allow for equal opportunities. All staff will receive training on how to interact with individuals with different types of disabilities.

    3.2 Telephone services - Deaf Communication Relay Service

    3.3 Assistive devices - At CAPREIT, we are dedicated to serving our customers using assistive devices to obtain, use and/or benefit from our services. It is our commitment to our customers that we will train our staff to be familiar with various assistive devices that individuals with disabilities might use while accessing our services.

    3.4 Billing - We provide accessible transaction options to all our customers. Invoices will be provided in the following formats upon request: by mail, email, pre-authorized payments and Electronic Funds Transfers. We will answer any questions customers may have about the content of the invoice in person, by telephone or by-mail.

    4. Use of service animals and support persons

    CAPREIT welcomes people with disabilities who are accompanied by a service animal on our premises.

    CAPREIT will ensure that all of our staff and service providers are correctly trained on interacting with people with disabilities in accompaniment of a service animal.

    Any person with a disability who is accompanied by a support person will be allowed to enter CAPREIT's premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

    5. Notice of temporary disruption

    CAPREIT will provide all ofr customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities, including elevators. This notice will contain the reason for the service disruption, the planned duration, and alternative service options that can be used for the duration of the disruption, where available.

    The disruption notice will be placed at main property entrances, oe as well as immediately adjacent to the facility that is not functioning. The notices will be communicated in a manner appropriate to the known disabilities of any of our customers.tewe.

    6. Training for staff

    CAPREIT is committed to providing all staff with appropriate/adequate training to do their jobs in compliance with this policy. This training will be provided for our existing employees, with all new hires receiving training during their orientation. Training will include the following:

    • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
    • How to interact and communicate with people with various types of disabilities.
    • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
    • How to use equipment or devices available on premises to help and facilitate a person with a disability.
    • What to do if a person with a disability is having difficulty in accessing an area of our properties.
    • CAPREIT's policies, practices and procedures relating to the customer service standard.

    Staff will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Training will be ongoing as changes are made to these policies, practices and procedures.

    7. Feedback process

    The ultimate goal of CAPREIT is to meet and surpass customer expectations while serving our customers with disabilities. Comments by employees and customers on our services regarding how well those expectations are being met are welcomed and appreciated. Employees will advise customers who wish to provide feedback to communicate with Human Resources.

    Feedback regarding the accessibility of our properties, and the way we provide services to people with disabilities, can be provided by:

    • Emailing: humanresources@capreit.net
    • Speaking with a Site, Resident or Operations Manager
    • Mailing feedback to H R: 11 Church Street, Suite 401, Toronto, Ontario, MSE 1W1

    All feedback will be directed to Human Resources, and customers can expect to hear back from us within 3 business days. Complaints will be addressed according to our established complaint management procedures.

    8. Questions about this Policy

    This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about this policy, or if the purpose of this policy is not understood, an explanation should be provided by a manager of CAPREIT.

    9. Modifications to this or Other Policies

    CAPREIT is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. No changes will be made to this policy before considering the potential impact on people with disabilities.

    Any policy of CAPREIT that does not respect and promote the dignity and independence of people with disabilities will be modified accordingly or removed.

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We offer a professional, dedicated team with a unique proactive management style. CAPREIT is a growth-oriented investment trust mandated to provide a safe, happy home to our thousands of residents and provide investors with long-term, predictable returns and cash distributions.

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11 Church Street, Suite 401
Toronto, Ontario, Canada M5E 1W1
Tel: (416) 861-9404

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