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Work out tenancy issues

Last updated on December 7, 2023

Save time and stress by talking it out, writing a letter or getting help from a mediator to address tenancy issues.

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Resolving tenancy issues early may save you time and stress

If you have an issue with your tenant or landlord, try to resolve it before submitting an application for dispute resolution or filing a complaint. This may:

  • Be less stressful
  • Save you time and money
  • Avoid you having to go to a hearing

Issues often occur because the landlord or tenant does not fulfil their responsibilities outlined in the Residential Tenancy Act.

Find information on what to do for more urgent situations, such as being locked out.

Talk to your landlord or tenant to solve a problem

Value of having conversations early

The first thing to do when there is a problem is talk to your landlord or tenant. The sooner you do, the easier it can be to resolve.

Many problems come up because:

  • Someone doesn’t realize they’ve broken the tenancy agreement
  • Landlords and tenants don’t know their rights or responsibilities

Discussions about the tenancy agreement will help:

  • Ensure understanding of roles and responsibilities
  • Build a good landlord and tenant relationship

The best results come from taking the time to discuss a problem and explore solutions for both parties. This approach also avoids the dispute resolution process – which means it’s more flexible, takes less time and costs less.

Review communication during a tenancy for more information.

Document all discussions

Document all discussions, including details such as:

  • The time and place the issue occurred
  • Who you spoke with
  • Summary of what was said
  • If the issue is resolved, write the solution down for your records.

Tips for successful conversations

  • Let the other party know what the problem is
  • If you know that the Residential Tenancy Act was violated, state the section of the act you believe was violated
  • Use a solution-focused approach. Have a goal in mind that will be a good solution for both parties
  • Meet face-to-face in a place where you won’t be interrupted and will both feel safe
  • Discuss the issue thoroughly
  • Be respectful of the other party and their point of view
  • Follow up with the other party in writing

If the situation isn’t urgent and you can’t agree, it might be helpful to take a break for a day. 

Document your issue in writing

If discussing the problem doesn't resolve it, consider writing a letter to the other party.

What to include in your letter

  • Only include facts, providing information like:
    • How the problem is affecting the tenancy
    • How long the problem has existed
    • What you have done to try to fix the problem 
  • What you would like the other party to do, and by when

Send any written communication in a way that can be confirmed, like email, fax or registered mail. Keep a copy for yourself and note when it was written and how long it took for a response. 

What to avoid

  • Do not include threats as these may be used against you if the issue is escalated

Allow time for the other party to fix the problem

Give the other party time to fix the problem. How long depends on the problem – serious problems should be addressed as soon as possible.

Find a mediator 

If you can't work your issues on your own but want to avoid putting in an application for dispute resolution or submitting a complaint, working with a mediator can help find a solution that works for everyone. 

A mediator can be:

  • A friend or family member of the tenant or landlord you both are comfortable with
  • An advocate from an organization that supports landlords or tenants

Apply for dispute resolution 

If you are unable to resolve the situation on your own, you can apply for dispute resolution. Dispute resolution is the formal process to resolve conflicts between landlords and tenants. It is the last step in dealing with a tenancy conflict. 

You may want to let the other party know you intend to apply for dispute resolution. This can sometimes encourage interest in reaching a mutual agreement.

Submit a complaint 

The Compliance and Enforcement Unit (CEU) investigates repeated or serious violations of the:

If the dispute resolution process is exhausted and the other person is not following an arbitrator's decision, you can submit a complaint to CEU.

You will not receive any compensation as a result of a CEU investigation.

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