Frequently asked questions
FAQ – Owners, Tenants & Residents
1. How do I book a move-in or move-out?
For strata properties, please review your Owner Welcome Package or Strata Bylaws/Rules for procedures and applicable fees.
For rental buildings, refer to your Tenant Welcome Package, building bulletin board, or contact the on-site caretaker.
If your building does not have a caretaker, contact General@dorsetrealty.com.
Bookings are scheduled on a first-come, first-served basis.
2. What are your office address and hours?
Address: #230 – 10451 Shellbridge Way, Richmond, BC V6X 2W8
Hours: Monday to Friday, 9:00 AM – 4:30 PM (excluding statutory holidays)
3. I contacted my Property Manager but haven’t heard back. What should I do?
Email is the best way to reach your Property Manager. If you haven’t received a response, please follow up with General@dorsetrealty.com.
4. Can I drop off documents or cheques outside office hours?
You may mail or courier items to our office or drop them off during business hours.
Outside office hours, the building is open 7:00 AM – 6:00 PM (weekdays). Small envelopes can be placed through the mailbox slot on our office door.
5. Can you confirm if my cheque was received?
Please contact your property’s Accounts Receivable (AR) Associate, or email General@dorsetrealty.com for assistance.
6. How do I update an owner’s contact information?
Download the Owner Information Sheet from our website and submit it to General@dorsetrealty.com.
7. How do I update a tenant’s contact information?
Download the appropriate Tenant Information Sheet (Residential or Commercial) and submit it to General@dorsetrealty.com. One form is required per unit.
8. Can I have my Property Manager’s cell phone number?
We do not provide personal phone numbers. Please contact them by email or call 604-270-1711.
9. Do you accept cash payments?
Cash is generally not accepted unless approved in advance. Exact amounts only.
10. Do I receive a receipt for cheque payments?
We do not issue receipts. You may take a photo or bring a copy to be stamped “Received.”
11. What should I do if a security company calls me about a fire panel issue?
Advise them to contact Dorset Realty Group at 604-270-1711 to update their records.
12. How do I find my Strata Plan Number?
Search your address on BC Assessment or refer to strata documents such as AGM minutes or bylaws.
13. How are after-hours emergencies handled?
Call 604-270-1711 and follow the emergency prompts.
Note: Some in-suite issues may be the owner’s responsibility.
14. What type of insurance do I need?
Insurance needs vary by ownership and tenancy type. We recommend speaking with an insurance broker to ensure proper coverage.
15. Who do I contact about rent, strata fees, or PAD setup?
Please contact our Accounts Receivable team via General@dorsetrealty.com.
Online Portal (RentCafé/CondoCafé)
1. What is the online portal?
An online platform where owners and tenants can access documents, view balances, and track payments (availability varies by property).
2. How do I register?
Email General@dorsetrealty.com with your property address and preferred email.
3. I’m having issues with the portal.
Email us with your address and screenshots of the issue.
4. Why am I not receiving notifications?
Check your portal settings or contact our office for assistance.
5. Can I use multiple emails or accounts?
Only one email/account is permitted per unit.
6. What if I own multiple units?
Units can be registered separately or under one account, depending on setup.
Strata FAQs
1. How do I report a bylaw complaint?
Submit your complaint in writing to your Property Manager or through the designated form. Include unit details and specific dates/times.
2. How do I pay my strata fees?
Payment options include PAD or cheque. Ensure cheques are correctly labeled with building details and unit number.
3. How do I get a new key or fob?
Contact your caretaker or Property Manager. Fees and limits are set by strata bylaws.
4. What happens after I submit a maintenance request?
Common property issues are handled by management. In-suite issues are typically the owner’s responsibility.
5. Do I need approval to renovate?
Cosmetic work typically does not require approval. Most other work does—check your bylaws.
6. Where can I find insurance documents?
Available through the online portal or AGM documents.
7. I received an arrears letter—what do I do?
Contact your assigned AR Associate or email General@dorsetrealty.com.
8. How do I access strata documents?
Through the online portal or eStrataHub (if applicable).
9. I ordered documents but haven’t received them.
Follow up via eStrataHub or contact our office.
10. Why did my strata fees increase?
Fees are approved at the AGM. Review meeting minutes for details.
11. What is a special levy?
A charge used to cover major or unexpected expenses not included in regular strata fees.
Rental FAQs
1. How do I pay rent?
Options include PAD, online payment (TenantPay), or cheque.
2. When will I receive my damage deposit?
Within 15 days after providing your forwarding address, unless deductions are agreed upon.
3. I want to rent out my property — what’s next?
Email General@dorsetrealty.com or submit a request through our website.
Vendor FAQs
1. Where do I send invoices?
Email PDF invoices to invoices@dorsetrealty.com with all required details.
2. I want to become a vendor. Who do I contact?
Email General@dorsetrealty.com
3. I haven’t received payment—what’s the status?
Contact us and request Accounts Payable support.
4. How do I set up direct deposit (EFT)?
Complete the EFT form on our website and submit it by email.