Frequently Asked Questions
Q: Will laundry rooms remain open?
A: Yes, laundry rooms as well as mail areas will remain accessible at this time, however, they will be closed for approximately one hour each day for additional cleaning. Please also be sure to remember follow all precautions when using the laundry room. You can find more details here. As the situation changes, we’ll advise you of any changes to accessibility.
Q: When can we expect the amenities to reopen?
A: The community wellness of all of our valued residents is paramount. We cannot forecast at this time when the amenities will be reopened. We are following guidelines and best practices from public health authorities. As this health crisis changes daily, we will continue to assess and communicate with residents accordingly.
Q: Do I need to notify building staff in the event of a positive diagnostic for COVID-19?
A: Yes, in the event you have a positive diagnosis for the virus, have been in contact with someone who has, or if you are required to self-isolate, it is very important that you advise us of this through the following confidential email address: email@example.com.
Q: Will I be notified if someone in my building has been infected?
A: We will work very closely with the Public Health Department which will provide us with direction on how to proceed. Residents that have been infected or have been self-quarantined are required to notify us with their name and address. For reporting, our confidential email address is firstname.lastname@example.org.
Q: Can I still get maintenance requests addressed?
A: Yes, we are still handling all urgent service requests, but please try and limit your requests to truly urgent matters so that we can keep our staff focused on proper protocol around COVID-19. Requests can be made through email or on our resident portal at www.clvgroup.com/residentportal.
Q: Can I pay my rent online?
A: Yes, we offer online payment through Rent Moola at www.rentmoola.com/clv. If you would like to set up a Rent Moola account please email email@example.com along with your name, email address and phone number and you will receive an invitation by email to create your account. As a convenience during this time, we will be crediting back the domestic bank account fees of up to $1.99 per transaction for direct bank account debits charged by Rent Moola. You will still be responsible for the fees associated with transactions made using Visa or Mastercard Debit, Credit or Pre-Paid Debit cards as well as American Express charge cards.
You can also set up pre-authorized payments by submitting to us a personal void cheque or pre-authorized debit form at firstname.lastname@example.org.
Q: I have lost my job / had my hours reduced at work and I won’t be able to pay my rent this month. What can I do?
A: We understand that the COVID-19 crisis has impacted many people financially and that rent payment is a concern for some. We have a team looking after these types of requests. Please contact us at email@example.com and someone from our team will be in touch with you for additional information and to discuss options that may be available to you.
Q: What do I do if I’m scheduled to move out of my unit during this period?
A: Please contact your Leasing Administrator or Property Manager for more information on how to safely move out. Extra care will be taken to ensure your safety and the safety of all residents and staff between move-outs and move-ins.
Q: Is there anything that I can do to help other residents in need?
Q: Is it safe to visit your apartments and rent with you in the current situation?
A: Yes! We have revamped our rental process from start to finish with your safety as our top priority. You can search, apply, sign your lease and move in all without having to meet with us in person.
Q: Can I bring outside visitors into the building and into my apartment?
A: At this time, we strongly recommend that you do not invite any outside visitors into the building unless it is absolutely essential. Not only does this create risk for you and your visitors, but also for other residents and our site Team. Thank you for your understanding and cooperation.
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Hygiene and Precautions
Follow appropriate hygiene protocols
- Wash your hands frequently with soap
- Use hand sanitizer frequently throughout the day
- Use cleaning wipes at your desk/common surfaces throughout the day
- Cough or sneeze into the corner of your elbow/sleeve or cover your mouth and nose with a tissue
- Avoid placing your fingers in your mouth, nose or eyes
- Always wash your hands (for 20 seconds) prior to leaving the bathroom
- Wipe down seats and handles with disinfectant wipes and dispose of in a waste basket
- Use a paper towel when passing through doors
- Refrain from shaking hands until such time that risks subside
- While efforts should be made not to socialize, if you need to socialize, maintain distances of 3-6 feet when doing so
Many of you have reached out to us to express support, thanks and kind words for your fellow Residents and for our Teams.
We wanted to share some of the notes that we’ve received as we’re incredibly touched and grateful for your support and spirit of community.
We will truly all get through this together!