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Tenant complaints are inevitable. How you respond determines whether a minor issue becomes an LTB hearing — or gets resolved in 24 hours. Here's how Ontario landlords should handle every type of complaint, from maintenance requests to noise disputes.
Under the Residential Tenancies Act (RTA), landlords have a legal obligation to maintain rental units in a good state of repair and comply with health, safety, and maintenance standards. Ignoring complaints doesn't just create bad tenant relationships — it can lead to:
LTB Applications
Tenants can file T6 forms for maintenance issues
Rent Abatements
LTB can order rent reductions of 10-25%
Tenant Turnover
Unhappy tenants leave — and vacancies cost money
Legal obligation: Under RTA Section 20, you must keep the unit and building in a good state of repair. This is non-negotiable.
Response Protocol:
Critical: Always document everything in writing. If a tenant reports a leak and you don't fix it, and mold develops, you're liable — not them. Photos, emails, and timestamped work orders are your best defense.
Noise complaints are tricky because they're subjective and often involve neighbor-vs-neighbor disputes. But under RTA Section 64, tenants have the right to reasonable enjoyment — and you can be held responsible if you don't address ongoing disturbances.
Step-by-Step:
Bedbugs, cockroaches, mice — these are a landlord's responsibility under RTA Section 20. The city's Property Standards By-law also mandates pest-free living conditions. Delaying treatment can result in significant LTB penalties.
Best practice: Hire a licensed pest control company, schedule treatment within 5-7 days of the report, and have them inspect adjacent units. Expect to pay $300-$800 per treatment.
Ottawa winters are serious. Under Ottawa's Property Standards By-law, landlords must maintain a minimum temperature of 20°C in rental units from September through June. If your heating system fails in January, this is an emergency — treat it as one.
Disputes about rent increases, lease terms, or charges are common. The key: know the RTA so you can respond with facts, not emotion. If a tenant disputes a rent increase, verify you've used the correct N1 form, the right guideline amount (2.5% for 2026), and gave 90 days' written notice.
Every complaint should follow this 4-step system:
Acknowledge Immediately
"Thank you for letting me know. I'll look into this and get back to you by [specific time]." This alone de-escalates 50% of complaints.
Document Everything
Date, time, nature of complaint, photos, actions taken, follow-up. If it ends up at the LTB, this documentation wins cases.
Resolve or Provide a Timeline
Don't say "I'll fix it" without saying when. Give a specific timeline and stick to it. If it takes longer than expected, communicate proactively.
Follow Up After Resolution
A 30-second check-in a week later: "Is everything still working well?" This builds tenant goodwill and reduces future complaints.
When to Involve a Property Manager
If you're getting more than 2-3 complaints per month, or complaints are going unresolved for more than a week, you're spending too much time on property management instead of growing your portfolio. A professional property manager handles complaints as their full-time job — and often prevents them before they start through proactive maintenance.
We handle maintenance requests, tenant disputes, and 2 AM emergencies — so you don't have to.
Let Us Handle It