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Communication during a tenancy

Last updated on December 21, 2023

Landlords and tenants should communicate calmly, in writing, with factual observations relating to the tenancy. Landlords have a responsibility to give proper notice when they need to enter the rental unit, end or restrict a service, or end the tenancy.

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Setting clear expectations for communication

Before signing a tenancy agreement, landlords and tenants should discuss and clarify their expectations. This includes aspects of the tenancy such as:

Learn more about what landlords and tenants can do to ensure good communication during a tenancy.

Communicate in writing 

Landlords and tenants should communicate in writing through email or text messages when possible. This maintains a documented record of the discussion and helps ensure clarity and accountability.

Written communication also establishes clear timelines to resolve issues and can be a valuable record during dispute resolution. Dispute resolution is a process to help resolve conflicts between landlord and tenants. 

Taking notes during conversations 

After in-person or phone conversations, both parties should take notes. Sending these notes to the other party can help confirm what was discussed and prevent misunderstandings. 

Preparing for situations without written communication 

In cases where written communication isn't an option, landlords and tenants can take steps to make sure there is evidence of the conversation. This can include: 

  • Requesting permission to record the conversation 
  • Having a witness present during important discussions

Use legal notices when required

Landlords and tenants must provide written legal notices for specific situations. 

When landlords have to give legal notice

Landlords are required to give a written notice of:

When tenants have to give legal notice

Tenants are required to give written notice to:

Serving legal notices properly

Landlords and tenants must make sure that legal notices are given correctly in one of the approved ways. This is called serving the notice. 

How landlords can serve written notices to tenants

Landlords can serve a copy of the notice by:

  • Giving it directly to the tenant
  • Leaving it with someone 19 years old or older, who appears to live with the tenant
  • Regular or registered mail to the rental unit, if the tenant still lives there
  • Regular or registered mail to the tenant's forwarding address, if they've moved out
  • Attaching the copy to a door or another noticeable place at the address where the tenant lives
  • Putting it in the mailbox or mail slot at the address where the tenant lives
  • Faxing, to the contact number provided by the tenant on Address for Service (PDF, 510KB) - Form RTB-51
  • Email, to the address provided by the tenant on Address for Service (PDF, 510KB) - Form RTB-51
  • As ordered by the Residential Tenancy Branch

How tenants can serve written notice to landlords

Tenants can serve a copy of the notice by:

  • Giving it directly to the landlord
  • Leaving a copy with the landlord's agent
  • Regular or registered mail to the landlord's home address
  • Regular or registered mail to the address where the landlord does their business as a landlord
  • Attaching it to the door of the address where the landlord does their business as a landlord
  • Faxing it to the landlord's fax number, given on the tenancy agreement or Address for Service (PDF, 510KB) - Form RTB-51
  • Emailing it to the landlord's email address, given on the tenancy agreement or Address for Service (PDF, 510KB) - Form RTB-51
  • As ordered by the Residential Tenancy Branch

Note: Landlords and tenants can't serve notice via text message or sliding a copy of the notice under the other person's door. 

Keeping evidence of a legal notice 

Tenants and landlords should keep evidence of properly serving legal notices. 

Here are some examples of proof of service:

  • Bring a witness if the notice is being served in person
  • If the notice is being left with another person, record their name
  • Use registered mail for receipts and tracking information
  • Take a photo of the notice being put in the mailbox or attached to the door
  • Keeping copies of the fax machine confirmation sheet or the email thread

Tenant rights

Right to freedom from intimidation and harassment

Tenants have the right to quiet enjoyment of their rental unit, free from unreasonable disturbances. Landlords must also take steps to address issues between neighbours. 

Recourse for intimidation and harassment

If a tenant is being harassed or intimidated by the landlord, the tenant should:

  1. Take steps to prioritize their safety
  2. Write a letter to the landlord, listing their concerns and referencing the Residential Tenancy Act

If the landlord's behaviour does not change after the tenant has sent the letter, the tenant can file for dispute resolution to get:

  • An order for the landlord to comply with the Residential Tenancy Act
  • Compensation for their loss
  • Permission to end a fixed-term tenancy early

Tips for tenants when communicating with landlords 

Stay calm and take breaks 

Tenants should try to be calm and factual when communicating with their landlord. If tenants are feeling strong emotions when communicating with their landlord, they should take a break and then come back to the issue when they are calmer.

Make it clear that the tenant isn't avoiding the conversation

If the tenant needs a break from a difficult conversation, they should let the landlord know that they aren't avoiding the situation. Tenants can let the landlord know that you will get back to them at a specific day and in a specific way. 

Example:  if the landlord is in the tenant's home and they have asked you to pay for a repair to the unit, tenants can take a break before responding. They can say something like, "thank you for bringing this to my attention. I understand this is something we'll need to address, but now isn't a good time for me. I'll send you an email by Tuesday."

Then, the tenant should make sure they follow through with their commitment to email the landlord.

Research before talking to the landlord again

Before the tenant talks to the landlord about the issue again, they should look up:

  • The tenancy agreement - what does it say about the issue?
  • Any communication history about the issue - when have the tenant and landlord spoken about this issue before, and what was said?
  • The tenancy law surrounding this issue - what does it say about the tenant's rights and the landlord's responsibilities?

Seek community support 

Tenants can involve a support person when reaching out to the landlord again. This support person could be a friend or family member and ideally is someone who isn't in the situation with the tenant and who can stay calm while the tenant talks to the landlord.

Example: Tenants could have their support person read over an email or letter to the landlord to make sure it is clear. 

Landlord role and responsibilities

Set clear expectations from the start

Tenants and landlords may have different ideas about how the rental unit should be maintained. Landlords should clarify maintenance preferences at the start of the tenancy, ideally in the tenancy agreement or a separate written document. 

Landlords should also check in during the tenancy on whether the tenant is meeting these expectation.

Example: If the landlord wants clear access for emergency crews, they can create a standards document that includes: 

  • The minimum amount of empty hallway space
  • The minimum amount of empty floor space 
  • Approved items for storage 

Provide useful documents 

Landlord can supply tenants with useful documents, such as: 

Tips for landlords when communicating with tenants

Keep communication calm and factual 

Landlords should avoid blaming tenants when there are problems in the tenancy. Instead, the landlord should stay calm and focus on the facts, such as how the tenant may have violated: 

Leave the situation when emotions are high

If either the landlord or tenant is experiencing strong emotions during a discussion about the tenancy, they should leave the situation and try again at another time. This applies to written communication as well. Landlords should respond to emails or text messages from tenants when they are calm and composed. 

Be flexible and follow through with commitments 

Landlords should do their best to be flexible when working through tenancy issues and find solutions, like adjusting rent payment dates. However, landlords should follow through on these commitments to help tenants understand what will happen next. This applies to issues such as:

Example: A tenant has not paid rent for the past 3 months. The landlord tells the tenant they have 5 extra days to pay the current month's rent before the landlord moves forward with an eviction for cause. The tenant does not pay the rent within the 5 days or reach out to the landlord with information about when they may be able to pay. In this situation, the landlord should move forward with the eviction.

Resources

Forms 

Policy guidelines

Previous legal decisions 

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