Tenant Handbook

CCOC laundry equipment is provided by Coinamatic. Some of our buildings’ machines are operated by coin only while others are operated by a card system that can be loaded on site. To report a problem with a machine or make a refund request, please contact Coinamatic directly:

By phone:
1-800-561-1972

Or Online:
coinamatic.com/online-service-request/

Please be sure to have the 6 digit ID on the machine before contacting Coinamatic as they will not be able to process the request without this 6 digit ID.

As it is a shared space, it is important that certain courtesies in the laundry room are respected and followed. Some key points to remember when washing and drying:

• Please remove your clothes promptly from the washers and dryers. Clothes/personal belongings left in any area of the laundry room for an extended period will be removed and disposed of.
• Make sure to empty the lint trap after you use the dryer.
• If you have any pets, check the washer and dryer after use for any pet hairs left behind. Please ensure to remove any pet hairs in case there are tenants with allergies.
• Be aware if there are laundry room hours in your building!

The hallways of your building are a great communal place to run into your neighbours, have a friendly chat, and get to know the people and pets who share your building.

To comply with Ottawa’s fire code, the hallways must be kept clear of any obstructions. Be sure not to leave any shoes, equipment, holiday decorations, or anything else in the hallways of your building.

• CCOC common areas (shared decks, yards, lobbies, etc.) are used by all tenants. Alcohol is not allowed in these areas.
• With the warm weather, more people have their windows open. Please be considerate of your neighbours when sitting outside on your balcony, deck, or in your yard.
• If you sweep your balcony, use a dustpan to collect the dirt rather than sweeping it off the balcony onto tenants below you.
• To keep pigeons from roosting on your balcony, keep it free of clutter, garbage, and food sources.
• If you have hanging plant boxes or baskets on your balcony, make sure that they hang inside your railing so that if they fall, they don’t hurt anyone. When you water them, make sure the water is not running onto the balcony below.

• Never put cigarettes in planters or flowerpots. Potting soil catches fire easily! Planter box fires can smolder for several hours before bursting into flame. The only sign of trouble may be a thin trail of smoke and a slight odor.
• Never throw cigarettes from a balcony.
• Don’t drop lit cigarettes on the ground, whether on a roof deck, patio, or the sidewalk outside.
• Keep lighters, matches, and cigarettes in a place children can’t reach them.

Car Parking for Rent

If you want to rent a car parking space for your vehicle, reach out to your Rental Officer to see if there is a spot available. Many properties have waiting lists for parking. If renting a space, you must sign a parking agreement. Parking fees are different depending on the type of parking. Some buildings have e-bike parking – ask your Rental Officer.

If you find someone parked in your rented parking space, call the city at 3-1-1 to have the vehicle ticketed. You will have to show a copy of your CCOC Parking Agreement to the City By-Law Officer. Also, contact your Rental Officer to advise them of the make of the car and license plate number. If the vehicle is registered with CCOC, we may be able to locate the owner and follow up.

Visitor Parking: a helpful guide

CCOC has limited visitor parking at most larger buildings. These spaces are intended for short-term, occasional parking by guests only and for visits less than 4 hours.

If your guests are staying longer than 4 hours, overnight, or up to 3 nights, call or email CCOC to register the vehicle for the authorized dates. We need at least 24 hours’ notice and can only respond to requests when the office is open. Note that registering does not guarantee access to a visitor space. Access is on a first come, first served basis. To register a vehicle, contact: info@ccochousing.org or 613-234-4065 ext. 0. Keep in mind that visitor parking is shared by many households, so if you have regular overnight guests, they may need to park off-site for some visits.

If you have a visitor who requires parking beyond 3 nights, contact your Rental Officer to see if there are any spaces available for a short-term parking space rental.

Guests who use parking on a regular basis, either daily or more than two nights per week, must rent a parking space if one is available at the non-tenant parking rate.

Vehicles found in visitor parking for more than 4 hours, overnight, or on a regular basis without being registered may be ticketed and/or towed after receiving one warning.

Bike Parking

We like bikes and want to make sure you have a place to park yours. All bikes in locked bike parking areas must be registered at the Service Desk and have a CCOC bike sticker visible on the bike. Bike rooms can be in high demand, and space is available on a first come, first served basis. All bikes parked in CCOC bike rooms or outdoor bike racks must be in working order. CCOC will remove broken, damaged, unregistered, and abandoned bikes when we do property or bike room clean ups.

Fire Safety in Garages

CCOC is required to enforce a strict no storage policy in parking garages. According to the CCOC parking agreement, individuals who rent parking are not permitted to store anything other than a vehicle and a bike in a parking space. If you have anything else stored in your parking space or in the garage, please remove it.If CCOC is required to remove items from your spot, you will be charged back a minimum of $200 for the removal of any items stored in your spot. Please note that once items have been removed, they will not be recovered. Thank you in advance for your understanding and cooperation. For more information, contact the Service Desk at maintenance@ccochousing.org or 613-234-4065, ext. 0.

You can have a pet as long as it does not disturb other tenants. There are City by-laws controlling the number of pets you can keep.

If you have a dog, it must be kept on a leash in all common areas like hallways and lobbies, roof decks, and in gardens. Remember to ‘stoop-and-scoop’. Be considerate when using the elevator to take dogs in and out of the building. Remember that not all of your neighbours are dog lovers.

If you have a cat, please be considerate to the neighbours below and do not put the litter box on your balcony. Cats must be on a leash if they are outside of your apartment. Do not let them roam free! Cat litter (including cat poop) can be put out in the green bin. Do not flush cat litter down the toilet, even if it claims to be “flushable”!

If you are having a pet problem, try to work it out with the pet’s owner. For noise and behaviour problems, call the city’s By-Law Services at 3-1-1.

If you spot dampness, mould, or mildew in your home, report it to CCOC using the Service Request form immediately.

Summer Humidity

Summer in Ottawa can be very humid. If your home includes a basement, you may need to run a dehumidifier during the summer to prevent mould.

Your dehumidifier will work more effectively if your windows, blinds, and curtains are kept closed during the day.

It is your responsibility to keep the humidity in your home at a healthy level.

Winter Humidity Control Tips

Condensation can collect on window panes during the cold season. This water should be wiped up to avoid possible damage and mould growth. You can reduce condensation by lowering the humidity inside, keeping a consistent temperature in your unit, and increasing air circulation.

• Turn on fans during and after cooking or bathing to reduce moisture build up.
• Keep your curtains and blinds open whenever possible.
• Wipe up any water on or around windows, or anywhere else in your home, right away.
• Keep every room in your home above 15 degrees Celsius. Keeping it colder can lead to mould.
• Get a hygrometer. This device measures humidity, and will let you know if there is too much or too little moisture in the air. Ideally, interior humidity should be in the range of 35% to 50%. A variety of hygrometers are available at most hardware stores for less than $10-15.
• If you do find small or “routine household” mould accumulations you are responsible for cleaning this. Surfaces that have a small amount of mould accumulation can be cleaned with dish soap and water. Do not use bleach or other caustic cleaners on mould.

Anti-social behaviour is any behaviour that distresses, alarms, or harasses other tenants. This behaviour has many forms, such as noisy neighbours, littering in common spaces, and vandalism, and is persistent and frequent. Finding a solution for anti-social behaviour in your building can be tricky, but CCOC is here to provide support and help create a safe home environment.

Things that are considered anti-social behaviour:

• Noisy and/or abusive behaviour
• Vandalism/graffiti
• Intimidation
• Public drunkenness
• Littering
• Excessively barking dogs

Things that are not considered anti-social behaviour:

• Infrequent parties, BBQs, or events
• Occasional noise or disturbances
• Occasional dog barking
• Children playing
• Excessive noise from household appliances (e.g. vacuum cleaners)

How to deal with anti-social behaviour in your building

The first step to dealing with anti-social behaviour in your building is to communicate with your neighbours. If you have a concern and feel safe to do so, have a friendly chat with your neighbour to see if you can work it out. If you’re not able to find a solution, please put your complaint in writing to your Rental Officer. We will respond to written complaints within 5 business days. You can also make noise complaints using the Tenant Complaint Process. 

For serious or after-hours noise complaints, call the City at 3-1-1 at any time for By-Law Services to respond, and follow up with your Rental Officer.

If threatened, or if you believe your or others’ safety is being put at risk by someone’s behaviour, contact 911 or the Ottawa police. After contacting emergency services, notify CCOC. As criminal proceedings are separate from Landlord and Tenant Board proceedings and police do not routinely share information with CCOC, it is important for tenants to report to CCOC.

Every tenant should have tenant insurance to protect against theft, water damage, fire, or damage to your home and belongings. You should renew your insurance every year.

If you signed a lease after 2011, your lease requires you to have tenant insurance. Tenant insurance helps pay your costs if you have to leave your home after a flood or fire. It also protects you from the cost of claims made against you if your actions accidentally damage other people’s property.

You are liable for damage to CCOC property caused by you or your guests, including accidents like fires. Tenant insurance can help protect you from having to pay significant repair costs.

You are responsible for the behaviour of your guests and anyone you let into your building. You will be charged for any damages they cause, and you will be responsible for their noise and actions.

While you do not need to register your guests’ bikes, CCOC has limited visitor parking at most of its larger buildings.

Removing, disabling, or tampering with ANY fire safety equipment (smoke detectors, fire alarm panels, extinguishers, etc.) in a building is a serious criminal offence and puts tenants at risk. Anyone who disables a smoke alarm on purpose may be subject to a fine of up to $50,000.

In apartment buildings, CCOC provides, tests, and maintains fire protection and suppression equipment. CCOC tests fire alarms at least monthly in all applicable buildings per Fire Code. Notices of this will be posted in advance.

Tenants are encouraged to treat alarm testing as a fire drill, and to practice their escape plan.

Feel the door before opening it:

Check your smoke detector every month to make sure it’s working. Never disconnect or remove a smoke alarm. Intermittent beeping from your detector means it is not working and needs immediate servicing or replacement. Contact the CCOC Service Desk at 613-234-4065, ext. 0 immediately for any problems with a smoke detector.

Hundreds of Ottawa families are affected by preventable fires each year. Please review the fire safety information at ottawa.ca. You may also report non-emergency fire safety issues to Ottawa Fire Service at 613-580-2424 ext. 15371 or FirePrevention@ottawa.ca.