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QUALITY OF LIFE TOPS THE LIST CRBP works to attract tenants BY TED WHITEHEAD
THE FEDERATION OF RENTAL-HOUSING PROVIDERS OF ONTARIO (FRPO) CREATED THE Certified Rental Building Program (CRBP) to help rental accommodation shoppers find professionallyrun buildings that nurture a high quality of life for residents. The CRBP also works for the benefit of owners and property managers, as certified buildings offer peace-of-mind that attracts tenants. People who rent may not own their apartments, but the building is their home, and they appreciate the quality assurance that comes along with the program. Landlords and owners who register buildings with the CRBP seal of approval that all those involved with the operating of the building will uphold certain standards that protect the safety, privacy and comfort of tenants. Those who choose an apartment that passes the CRBP qualifications know that the property managers and/or owners TheRentersGuide.ca who took part went through intensive training in established Standards of Practice that improve building operation and customer service. These fall under several categories involving the daily
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operation of the building: Resident Management Practices, Human Resources Policies and Practices, Building Management and General Operations, Financial and Accounting. The CRBP program ensures that each successfully certified building practices over 36 established building management and customer service standards. These include a commitment to adhering to provincial fire and building codes, having mechanical systems such as heating and cooling equipment checked and maintained, and more. Renters also want to live in a building where management staff members respond to requests and concerns promptly. If problems arise and repairs on or the replacement of equipment will cause temporary disruptions in tenants’ lives, management should explain the reason. Another reassurance to tenants who select a CRBP building is that those industry professionals who complete the training successfully agree to adhere to human rights responsibilities to both tenants and employees. Those who are certified agree to conduct business according to a Member Code of Conduct. An example involves responding to tenant inquiries. Owners or property managers must respond to these within two business days, and tenant information must be stored in compliance with the Personal Information Protection and Electronic Documents Act, a Canadian law relating
to data privacy. It is reassuring to know that this level of professionalism and respect is an integral part of qualifying for the program. Plus, certified buildings must undergo random-audit site inspections to help ensure requirements are being met on an ongoing basis. Building audits performed by the independent thirdparty performance measurement firm J.D. Power and Associates add another layer of accountability to the equation. Apartment dwellers want their building to be clean, safe, well kept and in good repair. When a tenant or prospective tenant sees the Certified Rental Building logo at a multi-residential apartment building in Ontario, they know they can count on it for quality assurance and peace of mind once they have selected their apartment home. In addition, the CRBP raises the level of professionalism across the industry. Through this program, FRPO has created a win-win situation for everyone involved. For more information on CRBP, visit www.crbprogram.org.
Ted Whitehead is Director of Certification, Certified Rental Building Program, Federation of TheRentersGuide.ca Rental-housing Providers of Ontario (FRPO).
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