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Frequently Asked Questions

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What are your office’s hours of operation?

We’re open Monday to Friday, 9:00 am to 5:00 pm. Our office is closed on statutory holidays.

How do I contact Terra Property Management for general inquiries?

email tpminfo@terrahousing.ca or call 604 736 8775. Our address is:
Suite 2750 Rupert Street
Vancouver, BC V5M 3T7

What should I do in case of emergency?

Call 911 immediately.

Examples of an emergency include:

  • Serious physical injury, death or immediate health hazard
  • Any potentially life-threatening issue
  • A breach of security
  • An active fire
What should I do if I have an urgent building issue?

For urgent building matters during business hours (Monday to Friday, 9:00 am to 5:00 pm PST) call our head office at 604 736 8775 immediately.

If your building uses Terra’s after-hours emergency call service, for urgent building matters outside of business hours call 604-736-1157. Provide your full name, phone number, full address and a clear description of the problem.

What’s an example of an urgent building issue?
  • Complete loss of essential utility services
  • An incident that will result in major financial loss or significant building or unit damage if action is not taken immediately
How do I place a non-urgent maintenance request?

Use one of these methods:

What information should I provide when placing a maintenance request?

The more information you provide, the better. At a minimum, include:

  • Your first and last name
  • Your unit number
  • Your building’s name and address
  • A detailed description of your request
  • Whether we have permission to enter your suite
  • The preferred date and time to enter your suite (we will do our best to accommodate you, but scheduling is based on contractor availability)
  • Other relevant information (e.g., whether you have pets)
How do I pay my rent or housing charge by automatic withdrawal?

To set up automatic withdrawal, contact our head office at 604 736 8775 and we will provide you with the steps to enroll.

To set up automatic payment for the upcoming month, you must submit all information by the 20th of the current month. For example, if you want automatic withdrawal to begin August 1 you must submit your information no later than July 20. If the 20th lands on the weekend, documents need to be received on the previous Friday.

What should I do if I have a building complaint?

We recommend all building complaints be put in writing immediately after the occurrence. Please submit your complaint to your site coordinator (if applicable) or directly to the Terra Property Management head office by email or phone. Be sure to include as much detail as possible and submit it to our office in a timely manner so that we can address it right away.

Who do I contact for questions or requests about my building?

Your building’s assigned Site Coordinator is your main point of contact for any initial requests or general questions.

If your property does not have a Site Coordinator, call our head office at 604 736 8775 and provide your building name. We will have the appropriate person address your question and or request as soon as possible.

When will I hear back about my request for service?

For all non-urgent requests, we will get back to you within two business days.

I’d prefer to speak to someone in person about my building-related issue. How do I do that?

Your building’s Site Coordinator is your main point of contact for any initial requests or general questions. If you would like to speak with your Site Coordinator in person, please refer to the notice of office hours posted at your building to find a time when they are available.

If your property does not have a Site Coordinator, please call 604 736 8775 and set up an appointment to meet with your assigned Terra Property Management personnel. We cannot guarantee someone will be available to meet with walk-ins.

Where can I send general feedback?

Send us an email at tpminfo@terrahousing.ca to let us know how we’re doing. We want to hear from you. Whether good or bad, we truly value every single comment to help us improve our service.