Welcome to our Tenant Handbook!
We hope to make your stay with us as comfortable as possible!
Below you will find general information that will hopefully help you solve any question or problems you may have. We hope that this information will be valuable and we recommend referring to this information throughout your tenancy.
OFFICE INFORMATION
Our main office number is 506-458-5809. This number can be called 24 hours a day/ 7 days a week. Our after hours answering service will answer your call and dispatch it to our company on call agent.
OFFICE HOURS
Our main office is located at 25 Waggoners Lane, Fredericton, NB. We are open Mon – Thursday 8:00 am – 5:00 pm (walk –in hours 12:00pm-5:00pm) and Friday’s 8:00 am – 3:00 pm (walk-in hours 12:00pm-3:00pm). If you are looking to make changes to your lease, please call ahead and schedule an appointment.
MAIL AND E-MAIL ADDRESS
Our mailing address is P.O. Box 715, Fredericton, NB, E3B 5B4 and our e-mail address is office@gorhamrealestate.ca.
MAINTENANCE REQUESTS
All non-emergency maintenance requests can be submitted through our web-site or via e-mail to office@gorhamrealestate.ca. Emergency maintenance issues should be called in as our e-mail is only responded to during business hours. PLEASE CALL IN EMERGENCY REQUESTS!
RENT PAYMENTS
Rent is due on the 1st of the month and considered late by the 5th of the month at 5:00 pm. A late fee will be applied to your account after this date. Rent is paid via automatic EFT withdrawal and if your rent is returned NSF, you will have to pay by debit or credit on-line via our web-site. We do not accept cash in the office. The 1st month’s rent is due prior to picking up your keys.
LOCKED OUT
If you have misplaced your key to your apartment or mailbox you can get copies made by calling the office. Charges will apply. To prevent an emergency situation, have copies made and left in a safe accessible location. Do not attempt to break in, as major damage could result. If we are called to let you in due to locking yourself out, you will be charged $25.00 which must be paid to us prior to gaining access to your apartment.
CARE OF YOUR APARTMENT
CARPETS: You are responsible for the care and maintenance of the carpets in your apartment. Vacuum your carpet frequently and have them cleaned as required to keep them in good shape.
VINYL FLOORS: If a seam lifts, rips, chips, punctures or burns, please call the office for repairs before the damage increases. No need to wax, simply clean with warm soapy water.
CERAMIC FLOORS: If the ceramic tiles become loose or the floor spongy, please notify the office for repairs. Damp mop and keep grout lines clean.
HARDWOOD FLOORS: If hardwood begins to show signs of wear, please use area rugs or runners to protect the hardwood. Most hardwood floors have a varathane finish and do not require waxing, simply wash with warm water.
LAMINATE FLOORS: Use very little water when you damp mop these floors because excess water in the cracks will damage the floor.
COUNTERTOP CARE: Please remember not to place hot items on your countertops as this will burn the material and leave a mark. If this happens you may be charged upon move out.
BATHROOM CARE: Please do not use SOS Pads on the ceramic enamel of the tub, sinks or toilets. This will remove the finish and scratch the surfaces of these bathroom fixtures. You may be charged upon move out if this happens.
WHEN THINGS GO WRONG
The following is a list of minor problems that you may experience while living in your apartment. If the suggestions below are not helpful, please call our 24 hour emergency service or e-mail us and report the problem.
POWER OUT IN APARTMENT: Have you paid your power bill or have you called to have your power connected? Check the fuse panel to make sure fuses or circuit breakers are in place. Call NB Power to see if there are outages in the area.
PARTIAL POWER OUTAGE: Check fuses or circuit breakers to see if they need replaced or resetting. Check to see if the outlet is connected to a wall switch (often found in the living room). Check light bulbs to make sure they work. It is up to the tenant to have extra fuses and light bulbs on hand.
STOVE BURNER OR OVEN OUT: Check fuses in the stove, usually found by removing metal plate below dials, or by lifting top panel above dials. Check the fuse or circuit breaker panel. Check the timer on the stove to make sure it is not set.
REFRIGERATOR OUT: If not operating, check to make sure it is plugged in and the outlets work. Also check fuses or breakers in the electrical panel. Then check to see the temperature gauge inside the fridge is switched on to the appropriate temperature. If the fridge runs continuously and is not cooling, unplug and call our office ASAP.
OUTSIDE PLUG-INS DON’T WORK: Some plug-ins are on a timer and only work from about 4am-9am. Plug in an electrical appliance during those hours to test.
FIRE SAFETY
FIRE ALARM: Leave the building immediately by the nearest exit. Do not use the elevators. Phone 911 and call us at 458-5809 to report the alarm. Please note: the alarms are smoke or heat activated so wait until the fire department allows you to return to your apartment.
SMOKE DETECTOR GOES OFF: Determine the cause of the alarm and vacate in case of fire. If the alarm has been activated by a minor smoke source, simply turn on all fans and open all windows until the alarm goes off. Do not open the door to the hall because this will set off the fire alarm in the building.
SMOKE DETECTOR OUT: Each apartment is equipped with a smoke detector. You should test it to make sure it works and if not, replace the battery and test again. Detectors in some apartments are not battery operated but are wired directly to the fuse or circuit breaker in the electrical panel, which you may check.
MOISTURE & WATER PROBLEMS
TAPS DRIP: Check to see if taps are being shut off tightly. If the problem persists, please call the office.
WATER ON COUNTER AROUND SINK: This indicates that the O-Ring in the taps is worn out. Please call the office for repair.
FLUSH OVERFLOWING: To stop water flow check behind the bowl to find the supply valve and turn it off or remove the tank cover and firmly push the flapper into hole at the bottom of the tank.
FLUSH PLUGGED: Use a plunger to plunge the water out of the flush bowl and release the blockage. Every tenant should own a PLUNGER! If we are called to plunge your flush and find a personal belonging stuck in it, you will be charged for the repair.
FLUSH RUNS: Lift the cover of the flush tank and adjust the bulb until running stops. Call the office if running noise continues.
WON’T FLUSH: Check inside the flush tank to make sure the release chain is connected to flapper and release arm. Call the office if the problem continues
WATER DRIPPING FROM CEILING: Call the office immediately. Check with your neighbor above to see if the sink or flush has overflowed.
WATER ON BATHROOM FLOOR: 1) This sometimes occurs in hot weather and is caused by the flush tank sweating. Keep the moisture mopped up or ask for a drip catcher to be installed. 2) Water can accumulate if the shower curtain is not long enough or will not close tightly. 3) Check shower nozzle to see if it is spraying over the top of shower curtain. 4) Check caulking between tub and wall surrounding it to be sure it is in place. Be sure to report a recurring problem as this may ruin the bathroom floor.
BATHROOM FAN: If it won’t work or if it is noisy, call for repairs. If your apartment has condensation problems, run fan an extra amount (1/2 hour after each shower).
KITCHEN FAN: The fan may be vented inside or outside but must be used to circulate air while cooking. The filter or grate should be removed regularly and cleaned. If your apartment has a high humidity problem, run the fan an extra amount each day.
CONDENSATION ON WINDOWS: If your apartment has very little exchange of air, you may notice beads of water form on the windows, especially in winter. The solution is to turn your kitchen or bathroom fan or air exchanger on for a short time everyday day. Opening the windows to let in fresh air will also prevent this problem from happening.
NO WATER: Check to see if the shut off valve under the sink has been accidentally shut off or not turned back if maintenance has been in for repairs. Call the office for all other water issues.
NO HOT WATER: Check to make sure fuses / breakers are not blown and in place or that circuit breakers are switched on in the electrical panel. Check with other roommates to see if they have used a large volume of hot water.
LOW WATER PRESSURE: Unscrew the strainer at the end of the faucet, clean and replace. If the problem persists, call our office.
HEATING PROBLEMS
LOW HEAT: If the apartment won’t heat to 72F or 20C, check to make sure windows and doors are properly closed and the thermostat is turned up. If a radiator has just a little heat, it could be due to dust and debris built up in the radiator. Please make sure you vacuum and dust off the radiator regularly, do not cover radiators with curtains and make sure the damper on baseboard heaters is not closed.
APARTMENT TO HOT: Check the thermostat to see if it is operating properly. If the apartment is consistently over 72F, please call us. Do not leave windows open in winter due to freeze ups.
HOT WATER BASEBOARD HEAT: This heating system works by circulating hot water through the pipes in your baseboard heater. The water is heated by a furnace in the basement. Our furnaces are not equipped to provide any more than 72F, but you should have that much at all times. In cold weather, do not turn thermostats down at night or when you go away, as the water pipes might freeze up. If that occurs, the pipes often burst when they are thawed out. This may cause water damage to your nearby furnishings. If your radiators are stone cold and it is below freezing outside, phone our office immediately.
ELECTRIC BASEBOARD HEAT: This heating system works by radiant heat controlled by a thermostat in each room. Since there is no air movement with this system, problems will arise if you do not create air movement yourself. This is done by turning on your bathroom fan and your kitchen fan and by opening the windows for a short time everyday. Fresh air heats much more easily than stale air and by airing your apartment out daily you will eliminate many problems and reduce the heating costs. Do not leave windows in your apartment open overnight as this may cause freeze ups in the plumbing pipes.
MILDEW IN CORNERS OR ON CEILING: This problem indicates moisture build up in the apartment due to numerous showers and very little air exchange. Make sure your bathroom fan and kitchen fan both work each time the facility is used. Opening your windows for a short time each day will also help. If fans don’t work, please call our office.
SNOW REMOVAL
To avoid unnecessary shoveling, please move your vehicle as soon as possible after a snowfall so that the plow can clean out your parking spot. Otherwise you may get plowed in. If you arrive home in the winter months and there are no parking spaces, DO NOT PARK ON THE STREET. The city issues fines for vehicles parked on the streets at night during the winter months. We will not pay your fine if you park on the street. Call our office 24/7 and we will assist you in finding alternate parking.
NOISY NEIGHBOURS
If a neighbour is consistently noisy with loud voices, heavy walking or music, politely inform them of the problem. If you do not feel comfortable doing this, contact our office and make a formal complaint. All noise complaints will be handled via the Residential Tenancies Tribunal policies and procedure complaint process.
IMPORTANT PHONE NUMBERS/ WEBSITES:
- Gorham Real Estate – click here
- Gorham Real Estate Office: 458-5809
- Emergency ONLY: 911
- Police Department: 460-2300
- NB Power / Power Outages: 1-800-442-4424
- Bell/Aliant: 1-800-665-6000
- Rogers: 1-866-542-8082
- Residential Tenancies Tribunal – click here