# Report a repair and know what happens next If your building uses Roundhouse, report repairs through the resident portal, by text or by phone, at any hour. You never pay us. If your landlord, property manager, condo or building uses Roundhouse, report repairs to us directly. You do not need to go through your landlord first. ## Report it the way that suits you - **The resident portal.** Use the link your building gave you, add photos, and follow the repair until it is closed. - **Text.** Send a text to the Roundhouse number your building gave you at any hour, with a photo if you can. - **Phone.** Call the same number, and emergencies go first, day and night. - **Your manager.** You can still tell your landlord or manager, and they pass it to us. Say where the problem is and when it started. A photo often saves a visit. ## What happens after you report 1. **We answer.** Our AI intake replies first and asks a few questions, emergencies first, and a person takes over every emergency. 2. **We try the simple fix.** If it is safe, like a tripped breaker or a shut off valve, we walk you through it. 3. **We book a visit.** Whoever runs your building approves the work, and we agree a time with you. 4. **The repair is done.** Our trade photographs the work, and we ask you to confirm it is fixed. ## In an emergency, act first Fire, a smell of gas, or a carbon monoxide alarm with anyone feeling unwell: get everyone out and call 911 from outside. A carbon monoxide alarm that keeps sounding after a battery check: call 911. For water through a ceiling, no heat or a door that will not lock, text or call us at once, because this website is not an emergency line. See [what counts as an emergency](https://roundhousegroup.ca/answers/what-counts-as-a-maintenance-emergency-ontario/). ## You get written notice before we come in For a planned repair you get at least 24 hours written notice with the reason, the day and a time between 8 a.m. and 8 p.m. Without it, entry is allowed only in an emergency or if you agree at the time (Residential Tenancies Act, sections 26 and 27). See [the entry notice guide](https://roundhousegroup.ca/answers/24-hour-entry-notice-ontario/). ## How to tell the visit is genuine - **A name and a job number.** The trade gives you their name and the Roundhouse job number. - **It matches the booking.** If anything differs from the booking we sent you, keep the door closed and contact us. - **No payment, ever.** No one on a Roundhouse job will ask you for money, a card number or a transfer, because we bill your landlord. - **No talk of rent.** Our trades do not discuss your rent or your lease, which stay with your landlord. ## Related pages - [How much notice does a landlord need to enter a rental unit for repairs in Ontario?](https://roundhousegroup.ca/answers/24-hour-entry-notice-ontario/) - [What counts as a maintenance emergency in an Ontario rental?](https://roundhousegroup.ca/answers/what-counts-as-a-maintenance-emergency-ontario/) - [Owners with a property manager](https://roundhousegroup.ca/owners/) ## Questions ### Can I report a repair to Roundhouse directly? Yes, if your building uses Roundhouse. Use the resident portal, or text or call at any hour. Whoever runs your building still approves the work. ### Who decides whether the repair goes ahead? Your landlord, manager or condo corporation. We send them the details and photos, and book you as soon as they approve. ### How much notice do I get before a repair visit? At least 24 hours in writing, with the reason, the day and a time between 8 a.m. and 8 p.m., under section 27 of the Residential Tenancies Act. Entry without written notice is allowed in an emergency or if you agree at the time. ### Can the technician come in when I am not home? With proper written notice, yes. Section 27 lets the landlord enter for a repair after 24 hours written notice, whether or not you are home. Tell us if you want to be there, and we will try to book a time that works. ### What if the repair is not fixed? Tell us through the portal, by text or by phone. If the work is incomplete or not right, we come back at no charge to you or your landlord. ### Do I pay the technician? No. Roundhouse never takes payment from a tenant. If anyone asks you to pay for a repair on our behalf, do not pay, and tell us. ## Sources - [Residential Tenancies Act, 2006, S.O. 2006, c. 17, sections 26 and 27](https://www.ontario.ca/laws/statute/06r17) - [City of Toronto, carbon monoxide alarms](https://www.toronto.ca/community-people/public-safety-alerts/safety-tips-prevention/safety-equipment-devices/carbon-monoxide-alarms/) We only use ECRA/ESA-Licensed Electrical Contractors.