We answer your questions frankly and on time.
Each offer is prepared for your building, after a 30-minute call: number of units, building condition, services wanted. You receive it in writing, with the transition timeline.
Rent collection, communication with tenants, maintenance coordination, Cléo 24/7 and the monthly report. Re-leasing, major work and Administrative Housing Tribunal (TAL) cases are specified in your quote.
The management contract lasts 12 months and renews. To not renew it, send written notice at least 30 days before it ends; you can also end it at any time in writing. We then hand over leases, files and keys to the person you designate.
Collected rents are deposited into your account at the frequency set in your management agreement, net of authorized expenses. Each payment is detailed in your owner space.
Apartments and viewings
- How do I see available apartments and book a viewing?
All our available apartments are on the Apartments for rent page, with their availability date. Cléo books your viewing at any time, based on open time slots.
- What documents are needed for a rental application?
Your contact information, the unit you want, your move-in date and how you choose to show you can pay the rent. ID is shown when the lease is signed, and no copy is kept. No deposit or post-dated cheques are required.
- Can Cléo answer in English or another language?
Yes. Cléo answers in French first, then in the language of your message, including English. Official documents, such as the lease, remain in French.
Repairs and emergencies
- How do I submit a repair request and track its progress?
Submit the request in your tenant portal, with photos. You receive a tracking number and an appointment time slot, then a notice at each step: received, scheduled, in progress, completed.
- What counts as an emergency, and what number should I call?
A major water leak, a heating failure in winter, a power outage, a door or lock that no longer closes, a faulty smoke detector. Call 418-473-3208 at any time; if there is danger, dial 911.
Rent
- How do I pay my rent?
Using the payment method set out in your lease; your tenant portal shows what is due and what has been received. For any question about a payment, write to us from your portal.
- When will I receive my RL-31 slip?
Your RL-31 slip is provided no later than the last day of February, for the previous year. It's used to claim the solidarity tax credit.
Lease
- How do I assign my lease or sublet my apartment?
Send a written notice from your tenant portal, with the contact details of the proposed person. Since Bill 31, the owner may accept, refuse for a serious reason or, for an assignment, terminate the lease; the portal explains each case before sending.
- How do I add a person to my lease?
Fill out the Addition to lease form in your tenant portal: the person’s identity, arrival date and status, co-signing roommate or occupant only. The landlord gives consent, then the lease is updated.
- What is a co-signer, and what are they committing to?
The guarantor, or surety, commits to paying the rent and complying with the lease if the tenant doesn't. They choose how to show their ability to pay: a credit check with their consent, or paid receipts and bills. They sign electronically; we never ask for their health insurance card.
- How does lease renewal work?
Your lease renews on the same terms. If the landlord wants to change it, they must send you a notice three to six months before the end of a twelve-month lease. You have one month after receiving the notice to reply in writing that you refuse the change or that you are leaving the unit; if you do not reply, you are deemed to have accepted it (art. 1945 C.C.Q.).
- How does moving out of my unit work?
Give your notice of departure in your tenant portal, within the time limits set out in the lease. Cléo schedules the re-rental viewings with you, then we arrange the key handover.
TAL and housing law
- What is the TAL, formerly the Régie du logement?
The Administrative Housing Tribunal (TAL) replaced the Régie du logement on August 31, 2020. It settles disputes between tenants and landlords of residential units in Québec, and publishes the rent increase calculation method every year.
- Can I refuse a rent increase?
Yes. You have one month after receiving the notice to refuse it in writing, and you stay in the unit. The landlord can then ask the TAL to set the rent, within the month following your refusal.
- Can the landlord repossess my unit?
Yes, to live there or to house a close relative, by written notice at least six months before the end of a twelve-month lease. You have one month to reply; if you do not reply, you are deemed to have refused.
- Can the landlord enter my unit?
Yes. With 24 hours’ notice, the landlord can check the condition of the unit, carry out work there or show it to a buyer; viewings take place between 9 a.m. and 9 p.m., work between 7 a.m. and 7 p.m. After your notice of non-renewal, the landlord can show it to future tenants without notice, between 9 a.m. and 9 p.m. Major work requires written notice of at least 10 days, or 3 months if you must leave the unit for more than a week. You can refuse a viewing if the landlord or their representative cannot be present. In an emergency, no notice is required.
Other requests
- How do I make a comment or file a complaint?
Choose the category in the form: comment, complaint or administrative request. You receive an immediate acknowledgement and a first response within 24 h.
- What should I do in a conflict with a neighbour?
Write to us describing the situation, the dates and the impact on your unit. We will step in with the people involved and keep you informed of next steps.