When something at home breaks, who fixes it: stay safe first, find the right person, keep good records

1. Safety first: in these situations, get out first and call first

When something breaks, the first thing is not arguing about who pays. First check whether there is any danger. If there is, leave first and call once you are somewhere safe. Do not stay somewhere dangerous to take photos, look for your lease or wait for your landlord to reply.

Whose numbers these are. For homes in Victoria and on Vancouver Island that use piped natural gas, the gas company is FortisBC (FortisBC's natural gas service area includes Vancouver Island). Electricity is usually supplied by BC Hydro. In some areas of B.C., electricity is supplied by FortisBC; go by the company named on your electricity bill. If your electricity bill is from FortisBC, call the FortisBC electrical emergency line at 1-866-436-7847 (24 hours) for a power outage or an electrical emergency.

What carbon monoxide is. Carbon monoxide (CO) cannot be seen, smelled or tasted; only a carbon monoxide alarm can detect it. Health Canada recommends that if your home has appliances that burn gas, oil or wood, you install smoke alarms and also at least one carbon monoxide alarm with a backup battery; the most important place for it is the hallway outside the bedrooms. Smoke alarms only warn of fire; they do not detect carbon monoxide.

Things not to use indoors during a power outage. Health Canada and BC Hydro both say: never run a fuel-powered generator inside your home, garage or shed. Keep it outside, at least 6 metres from your home, with the exhaust pointing away from doors and windows. Do not use barbecues or camp stoves indoors.

Two more practical points from BC Hydro. First, if you rent and do not have a BC Hydro account, you can still report an outage by phone: when you are asked for your account number, do not hang up; wait and you will be transferred to a person. Second, during an outage it is best to turn off electric heaters and major appliances, unplug electronics that could be damaged, and leave just one light on inside and one outside, so that you and the crews can see when the power is back.

Related: for how to deal with gas, carbon monoxide and fire, see section 5 of Guide No. 20, Staying safe and getting help; for how to prepare your home before and after an outage, see sections 6 and 7 of Guide No. 21, Family emergency preparedness; for a summary of help lines, see the Guide No. 20 companion sheet, Emergency phone sheet.

2. First work out your situation and who to contact

Once there is no danger, the next step is finding the right person. Who that is depends on what kind of home you live in.

If you live in another province. The rental rules below are B.C.'s; other provinces are different. For example, Ontario's Landlord and Tenant Board (LTB) says clearly that even if you think repairs have not been done properly, you should not withhold rent; in Alberta, repair disputes go to the province's Residential Tenancy Dispute Resolution Service (RTDRS) or the courts; in Quebec, the rental tribunal is the Tribunal administratif du logement (TAL). In another province, check with the local government's rental office. B.C. rules such as "call twice" and "you can deduct emergency repair costs from your rent" cannot be used in other provinces.

3. Renting: which repairs are the landlord's and which are yours

What the law says. Section 32 of the Residential Tenancy Act: a landlord must keep the home in a state that complies with the health, safety and housing standards required by law and that, having regard to its age, character and location, makes it suitable for occupation. A tenant must keep the home reasonably clean and sanitary; damage caused by you, the people living with you or guests you let in is yours to repair; things that simply get old from normal use (called reasonable wear and tear) are not yours to repair.

The B.C. government puts it more simply: most repairs are the landlord's. These include:

• major repairs, such as heating and plumbing;
• repairs to common areas;
• things that have worn out from normal use.

The landlord must make sure these basic facilities work: heat, hot water, electricity, locks on doors and windows, the access cards and keys used to get in, walls, floors and ceilings, and fire safety equipment such as fire doors, fire escapes and sprinkler systems. Things the tenancy agreement lists as included, such as appliances, furniture, parking and storage, and security systems, are also the landlord's to repair or replace if they break. Pests such as bed bugs are generally the landlord's responsibility too.

What is yours is the everyday small stuff. The B.C. government's list includes:

• taking out the garbage, compost and recycling;
• small spots of mould on window sills, bathtubs and showers;
• keeping carpets reasonably clean;
• changing light bulbs (the explanations from the City of Victoria and the tenant advocacy organization TRAC also mention changing ordinary fuses, such as those on a stove);
• damage caused by you, the people living with you, your guests and pets.

If the yard is for your use only, routine lawn mowing and snow shovelling in winter are also yours.

What reasonable wear and tear means. It means things gradually getting older through normal living. The B.C. government's examples: faded paint, small scuffs on the floor, carpet or floor tiles that are worn from use. These do not count as damage you caused, and your landlord cannot keep part of your deposit because of them.

The City of Victoria also has a Rental Property Standards of Maintenance Bylaw. It is Bylaw No. 20-091 and sets minimum standards for rental housing. The City's web page states that this bylaw is enforced through the Residential Tenancy Branch (RTB) dispute resolution process. In other words, if your landlord does not repair things to the standard, you apply to the RTB for dispute resolution ("dispute resolution" is the formal process in which an RTB arbitrator decides when a landlord and tenant cannot agree; section 7 explains it in detail). The City's page also notes that air conditioning is not covered by the Residential Tenancy Act, which means the law does not require landlords to provide air conditioning; but if your tenancy agreement says air conditioning is included, then under the B.C. government's statement that things listed in the tenancy agreement are the landlord's to repair, you would generally still go to your landlord when it breaks. If you have questions, you can call the City of Victoria Tenant Assistance line at 250-361-0588. Most cities have their own standards of maintenance bylaw, but some do not; ask your municipality.

Some examples:

• Your tenancy agreement says a fridge is included, and the fridge breaks: the landlord repairs it. If you bought the fridge yourself: it is yours.
• A light bulb burns out: change it yourself. But if a light keeps flickering, a switch gets hot or there is a burning smell, that is an electrical problem: do not take it apart yourself; report it to your landlord.
• The toilet is blocked: it depends on the cause. If the pipes are old or there is a plumbing problem, it is the landlord's; if someone threw something in that blocked it, you may have to pay. If you are not sure, report it first and ask the repair person to write the cause on the work order.
• Old carpet, faded wall paint: reasonable wear and tear, not damage you caused.

Fix it first, sort out who pays later. The B.C. government says: repairs that are needed should be arranged by the landlord as soon as possible; if the landlord and tenant disagree about who pays, they can apply for RTB dispute resolution after the repair and let an arbitrator decide. So do not let an argument about who pays hold up the repair and make the problem worse.

If you caused the damage, report it early too. The B.C. government says reporting early means it gets fixed early, so the problem does not get worse.

Related: for what to know before you rent and the deposit rules, see Guide No. 3, Housing.

4. Some common problems: what to check and how to report them

1. Water leaks (including a water heater leaking in the middle of the night)

Safety first: if there are outlets or appliances near the leak, do not touch wet appliances. If you can do it safely, turn off the water valve for that area. The City of Victoria's advice is to first try to stop the water, for example by turning off the water if a pipe is leaking, and then dry things off. The B.C. government's example of a leaking roof: move your belongings away and dry things off as soon as possible, put a bucket or plastic sheet underneath to catch the water, and tell your landlord right away.

When you report it, do not just say "there's a leak". Say clearly where it is leaking, where the water is going and whether it is still leaking. For example: "The ceiling in the main bedroom is dripping near the window. A patch of the carpet is wet. It is still dripping, and I don't know if it is coming from the unit above."

Is a water heater leaking in the middle of the night an emergency repair? The emergency repairs listed in the law include "major leaks in pipes" and "damaged or blocked water or sewer pipes or plumbing fixtures" (section 6). The official pages do not say, item by item, whether a water heater itself counts. If it is leaking badly and you cannot shut it off, follow the emergency steps and call your landlord's emergency repair number first; if you are not sure, ask the RTB.

2. The heat is not working

Write down when it started, how cold it is inside, which rooms are affected and whether there are older people, children or sick people at home. Check the settings according to the instructions, and that is all: do not take apart gas appliances, and do not use a barbecue or camp stove indoors for heat. If the primary heating system breaks down, it may count as an emergency repair (section 6). Whether Victoria's Rental Property Standards of Maintenance Bylaw sets a specific room temperature, we could not tell, because we did not read the bylaw's original text (it is a PDF file); do not apply standards from other cities you find online.

3. Power outages and tripped breakers

First work out whether the whole area is out or only your home. Check whether your neighbours and the hallway have power, and look at the BC Hydro outage map. If the whole area is out, that is for BC Hydro to fix, not something your landlord can repair. If only one room or one outlet has no power, a breaker keeps tripping, an outlet is getting hot or there is a burning smell, stop using it and report it to your landlord; if it is your own home, call a licensed electrician. Do not keep forcing the breaker back on.

4. The fridge, washing machine or stove is broken

This matters, but it is generally not an emergency repair under the law, because it is not one of the items the law lists. When you report it, say clearly whether the appliance is included in your tenancy agreement, its brand and model, what error code the display shows and when it started acting up. Take photos. Do not buy a new one yourself and then deduct it from next month's rent; doing that does not fit the emergency repair rules (section 6). If the appliance is also leaking water or electricity, deal with it according to the actual danger.

5. A blocked toilet or drain

Stop using it first; do not keep flushing, so the water does not overflow. The City of Victoria reminds residents that grease, hair, sanitary products, paper towels, garbage and wipes (even if the package says "flushable") all block sewers; only flush human waste and toilet paper. Damaged or blocked water or sewer pipes are on the law's list of emergency repairs (section 6), but they only count if the repair is also "urgent" and "necessary for the health or safety of anyone or for the preservation or use of the property".

6. Mould

Take clear photos of where the mould is, how big the patch is, whether it keeps coming back and whether there is a leak or condensation on the windows nearby, and report it to your landlord in writing. Small spots of mould on window sills, bathtubs and showers are yours to clean as part of everyday upkeep; large patches, or mould that keeps coming back, are generally the landlord's to deal with, as both the City of Victoria and TRAC say.

Health Canada sorts mould by size like this:

• small: 1 to 3 patches, each smaller than 1 square metre (10 square feet);
• medium: more than 3 patches, or each patch between 1 and 3 square metres;
• large: one patch larger than 3 square metres (32 square feet).

You can clean small and medium areas yourself: wear safety goggles, an N95 mask and disposable gloves, and wipe with water and dish soap, not bleach; on drywall, use a damp cloth and do not get the wall too wet; people who are sensitive to mould should stay away. For large areas, or mould that comes back after cleaning, consider hiring a professional. Health Canada also says that after cleaning you must fix the cause, such as a leak, too much moisture or poor ventilation, or the mould will grow back; keep indoor humidity between 30% and 50%. A reminder from CanDo Studio: just painting over it will not solve a leak or dampness.

Note: mould repairs cannot go through the RTB's expedited hearing (section 7), only the regular process.

7. A broken lock, or you cannot get in

A broken lock on a door that gives access to your home is on the law's list of emergency repairs (section 6). The B.C. government states that a landlord cannot lock a tenant out, even while trying to evict them.

5. Regular repairs when you rent: always in writing, with everything in one message

Reporting in writing is the rule. The B.C. government states: tenants should make repair requests in writing; email, a letter or a text message are all fine. Say clearly what the problem is, give the landlord a reasonable amount of time to fix it, and keep a copy for yourself. If you have already called, send a written message as well.

A good repair message includes:

• your address and unit number;
• what is broken and what it looks like;
• when you noticed it;
• whether it is still happening and what it affects (for example, you cannot shower, cannot cook, or it is very cold inside);
• what you have already done (for example, turned off the water valve or moved your belongings);
• photos or a short video;
• when you would like a reply and when you would like the repair done.

The City of Victoria also suggests mentioning Victoria's Rental Property Standards of Maintenance Bylaw in your repair request, giving a reasonable date for the repair to be done, and keeping a record of all communication.

Template (copy it and fill in the blanks):

An example. "The washing machine is broken" says too little. You could write instead: "At 7 p.m. this evening, the washing machine included in my tenancy agreement stopped partway through draining. The display shows E20 and there is still water in the drum, but none has flowed onto the floor so far. I have stopped using it and attached photos. Please arrange for someone to check it, and let me know what to do with the water in the drum and where to wash clothes until it is fixed."

What counts as a "reasonable time". There is no single rule for every problem, such as "must be fixed within 24 hours". The B.C. government states that only an RTB arbitrator can decide whether a landlord made repairs in a timely way. The date you write in your message is what you are asking for; it does not automatically become a legal deadline.

For regular repairs, do not fix it yourself first and then ask your landlord to pay. The B.C. government states: a tenant who wants to make a repair themselves and have the landlord pay must first get the landlord's written agreement. If you have someone do the repair without agreement, you may not get the money back. Emergency repairs follow a different set of rules; see section 6.

Both sides must try to limit the damage. The B.C. government says landlords and tenants are both responsible for taking reasonable steps to prevent damage and reduce its effects. For you, that means reporting as soon as you notice, moving what you can and catching what water you can; if your landlord does not repair it and your belongings may keep getting soaked, apply for dispute resolution.

After you report a repair, can your landlord come in any time? No. Section 29 of the Residential Tenancy Act and the B.C. government's explanation:

• To enter, your landlord must either get your agreement at the time or within 30 days before entering, or give you written notice in advance;
• Written notice must be given at least 24 hours and no more than 30 days before entering, and must state the date, time and reason for entering; the time must be between 8 a.m. and 9 p.m. unless you agree to another time; the reason must be reasonable, and making necessary repairs is a common reasonable reason;
• In an emergency, when entry is necessary to protect life or property, the landlord can enter without notice;
• You have the right to be there, and your landlord cannot ask you to leave;
• If the notice follows the rules, your landlord can enter even if you are not home;
• If your landlord gave proper notice, you must let them in.

So do not treat one repair request as agreement for your landlord to come in at any time; on the other hand, if your landlord arranges a repair visit properly, do not stand in the way. Suggest a time that suits you, and make arrangements for pets and building access.

6. Emergency repairs when you rent: what counts as an emergency, and what to do if you cannot reach your landlord

This section only applies to tenancies covered by B.C.'s Residential Tenancy Act. Something that feels "very urgent" is not necessarily an "emergency repair" under the law.

An emergency repair under the law must meet all three conditions (section 33 of the Residential Tenancy Act):

1. it is urgent;
2. it is necessary for the health or safety of anyone or for the preservation or use of the property;
3. it is a repair to one of the following:
   • major leaks in pipes or the roof;
   • damaged or blocked water or sewer pipes or plumbing fixtures;
   • the primary heating system;
   • damaged or defective locks that give access to your home;
   • the electrical systems.

If any one of the three is missing, it is not an emergency repair. For example, a broken fridge, however inconvenient, is not on this list.

Your landlord must give you an emergency repair contact. The law requires your landlord to give you the name and phone number of an emergency repair contact in writing, or post it in a conspicuous place in the building. The City of Victoria says you should have a 24-hour emergency contact number. Look through your tenancy agreement and the notices in your building now, and save it in your phone.

If you cannot reach your landlord, do things in this order:

① First make sure it really is an emergency repair; if anyone is in immediate danger, get out first and call 911.

② Call the emergency repair number your landlord gave you at least twice. The law says you must try to phone twice; read literally, sending only a text or an email does not count as these two attempts. Each time, write down what time you called, whether anyone answered and what message you left.

③ After the two calls, give your landlord a reasonable amount of time to arrange the repair. The law does not say how many minutes apart the calls must be or how many hours to wait; it depends on the actual situation, such as how fast the water is leaking and how cold it is.

④ Only if still no one deals with it can you have someone do this emergency repair, at a reasonable cost. Your landlord can take over at any time and arrange the rest of the repair. CanDo Studio suggests: only do what this emergency repair itself needs, and do not use the chance to upgrade or renovate; otherwise, the part beyond a "reasonable cost" may not be paid back.

⑤ After the repair, give your landlord a written account of what happened and a receipt for each amount, and formally ask to be paid back. The law says: once you give a written account and a receipt for each amount, your landlord must pay you back.

⑥ If your landlord still does not pay, the law allows you to deduct the amount from your rent or recover it in another way. The B.C. government suggests attaching a note for the month you pay less, telling your landlord why it is less.

In these situations, your landlord does not have to pay you back (section 33(6), to be decided by the RTB):

• you had the repair done before the conditions above were met;
• you did not give a written account and receipts;
• the amount is more than a reasonable cost for the repair;
• the damage was caused mainly by you, someone living with you or someone you let in.

Deducting from rent has risks, so think it through first. The B.C. government states: if you deduct repair costs from your rent and your landlord thinks you spent too much, the repair was not needed at all, or you caused the damage, the landlord can apply to the RTB for money, or give you a "notice to end tenancy for unpaid rent". So follow every step above and have all your receipts before you deduct. If you are not sure, call the RTB or TRAC first (phone numbers in section 7).

If you cannot pay up front or do not have time to find someone. The B.C. government says: you can apply for RTB dispute resolution and ask an arbitrator to order your landlord to make the repair. If it is about safety and the security of your home and is very urgent, you can apply for an expedited hearing (section 7). When the RTB schedules hearings, emergency repairs get priority. But the application process is not an emergency repair crew that comes to your door; if there is danger in front of you, call 911 first.

Emergency repair text message template (send it after making the two calls):

Template for asking to be paid back:

7. Your landlord keeps putting off repairs: follow up first, then apply to the RTB

First send a follow-up message. Say clearly: the date of your first repair request, what is still not fixed, what new effects there have been, and what you want the landlord to confirm. What you want is a specific plan, such as "which day someone will come to inspect, who will do the repair, and what happens until it is fixed", not just "please deal with it as soon as possible". The City of Victoria suggests that if your landlord still does not reply, you tell them in writing that you are going to apply to the RTB for dispute resolution.

Follow-up template:

Keep paying rent. The B.C. government states: even while dispute resolution is under way, tenants must keep paying rent as usual. The law says that, unless the Act gives you the right to deduct (such as for an emergency repair in section 6), rent must be paid when it is due, whether or not the landlord follows the rules. If you do not pay rent, your landlord may end your tenancy for unpaid rent.

What RTB dispute resolution can do. Dispute resolution is the formal process in which an RTB arbitrator decides when a landlord and tenant cannot agree on their own. For repairs, you can ask for:

• an order for your landlord to make repairs;
• compensation for the inconvenience you have had;
• a rent reduction because you could not properly use your home (section 65 of the Act allows an order reducing past or future rent).

The RTB generally does not order repairs just to make a home newer or nicer looking. The B.C. government's example: asking for a carpet with a big hole in it to be replaced is about being able to use it; asking for a carpet that is ugly or stained to be replaced is about how it looks. Applying does not mean you will get what you ask for. Money claims are limited to $35,000.

How to apply.

• To apply online, you first need to register for a Basic BCeID account (only your name and email are needed); you can also submit a paper application.
• The application fee is $100. If your household income is below the federal low-income cut-off, or you are receiving B.C. income assistance, B.C. disability assistance, the federal Guaranteed Income Supplement (GIS) or Employment Insurance (EI), you can ask for the fee to be waived; if you have had especially large expenses in the last 8 weeks and cannot afford it, you can also ask for a waiver. If you want the other party to pay back this $100, you must pay the fee first and tick that option on the application form; only if you win at the hearing might the arbitrator order the other party to pay it.
• Regular hearings have no fixed waiting time; it depends on how many applications there are, and emergency repairs go first. On the day of the hearing, set aside up to an hour and a half.
• Expedited hearings only cover a few very urgent matters; one of them is "emergency repairs for safety and the security of your home". The RTB aims to hold the hearing within 12 days of the application; where there is violence, a risk to health or safety, or immediate danger, it may be within 6 days. When you apply, you must submit all your evidence at once; after the RTB gives you the hearing package, you have only one day to serve it on the other party. Mould repairs cannot go through an expedited hearing.

Who can help you understand your options.

The RTB phone line is not a 24-hour line that sends someone to fix your home; it is an information line. Before you call, the B.C. government suggests writing down the problem and keeping related documents at hand; if you have already applied, have your file number and Dispute Access Code (a code the RTB gives you after you apply) ready.

When you call the RTB, you could start like this: "Hi, I rent in Victoria. I asked my landlord in writing to fix [problem] on [date], but it still hasn't been fixed. I'd like to know my options, including how to apply for dispute resolution."

Related: for rental basics such as tenancy agreements and deposits, see Guide No. 3, Housing.

8. Living in a strata: water is leaking into my home from upstairs, who do I contact

What a strata is. A strata is a building or group of townhouses where each unit has its own owner, and the common parts of the property are managed together by the strata corporation, made up of all the owners. Day-to-day matters are usually handled by the strata council and a property management company it hires (strata property manager).

Who repairs what. Section 72 of the Strata Property Act: the strata corporation repairs common property (such as hallways, the building structure and shared pipes, the parts that do not belong to any one unit) and common assets (things the strata corporation owns, and any other land it holds). Through its bylaws, the strata corporation can make owners responsible for repairing some limited common property (such as a balcony or patio that only your unit can use), and it can also take on the repair of certain parts of owners' units itself.

If a building has not registered bylaws of its own, it uses the Standard Bylaws that come with the Act. Under the Standard Bylaws:

• an owner repairs their own unit, except the parts the strata corporation is responsible for;
• for limited common property that only your unit can use, such as a balcony or patio: routine maintenance that is usually done once a year or more often is yours; repairs that are usually done less often than once a year, as well as the building structure, exterior walls, chimneys, stairs and balconies on the exterior, doors, windows and skylights on the exterior or facing common property, and fences and railings around patios, balconies and yards, are the strata corporation's, no matter how often they are needed;
• the strata corporation also repairs: common assets; common property that is not set aside for one unit's use; and these items in a unit: the building structure, exterior walls, chimneys, stairs, balconies and other things attached to the exterior, doors, windows and skylights on the exterior or facing common property, and fences and railings around patios, balconies and yards.

Each building can change its bylaws, so "who repairs the pipes in my unit" depends on your building's current bylaws. The B.C. government's example: in some buildings, the pipes inside a unit are the owner's to repair.

If water is leaking into your home from upstairs, do things in this order:

1. Safety first: if the water is reaching lights or outlets, stay away; catch the water you can and move your belongings away.
2. Tell the people who can deal with it right away: if you are an owner, call the emergency number for the property management company or the strata council; if you are a tenant, tell both your landlord and the building's emergency contact for the property manager.

On the phone, you could say: "Hi, this is [name] in unit [number]. Water is leaking from my ceiling right now. It may be coming from the unit above, [number]. Can you send someone to check and shut off the water? I am the [owner / tenant]."

3. What matters most is getting someone upstairs to look and shut off the water. Under the Standard Bylaws, in an emergency, to ensure safety or prevent significant loss or damage, a person authorized by the strata corporation can enter a unit without notice; at other times, entering a unit to inspect or repair requires 48 hours' written notice stating the date, approximate time and reason.
4. Take photos and video, note the times, and ask the property manager for a work order number.
5. Contact your own insurance broker or insurance company right away. The B.C. government states: when there is a loss, owners or tenants should contact their insurance broker and the strata council right away.

Tenants living in a strata. Your tenancy agreement is with your landlord, so go to your landlord for repairs. The B.C. government says landlords should explain these things to tenants: which repairs are the strata corporation's, how to report those, and roughly how long the strata corporation takes to make repairs. If your landlord has not told you, ask.

Do not decide that whoever's unit the water came from pays for everything. Who pays in the end depends on whether it is common property or inside a unit, your building's bylaws, the real cause, and insurance.

The insurance deductible may land on you. This is where owners most often lose out:

• The strata corporation must buy property insurance for common property, common assets, the buildings, and the fixtures the developer originally installed in the units (section 149).
• A claim on the strata corporation's insurance requires paying a deductible first. The B.C. government says strata deductibles can range from $100,000 to $750,000 or more, depending on how many units the building has and how many claims it has had before. For your building's actual figure, see the strata corporation's insurance summary.
• If a loss started in an owner's unit and that owner is found "responsible" for the loss, the strata corporation can charge that owner the deductible, even if the owner was not at fault or negligent. The B.C. government's example: the water supply line to a dishwasher in a unit fails early, and water floods common property and other units; that owner may be found responsible.
• The strata corporation's insurance does not cover your furniture and clothing, does not cover your extra costs of living elsewhere, and does not pay the deductible for you. An owner's own condo insurance (condo policy) can cover some of these, including all or part of the deductible. So each year, review the strata corporation's insurance summary and deductible with your insurance broker. You can check whether an insurance broker is licensed in the Insurance Council of British Columbia's Licensee Directory.

Disputes with the strata corporation. Strata disputes can generally go to the Civil Resolution Tribunal (CRT); the Strata Property Act has a part specifically on applications to the CRT by strata corporations, owners and tenants. Before going to the CRT, owners or tenants generally must first ask the strata council for a hearing (council hearing, section 34.1 of the Act), unless the CRT agrees to waive that step.

Related: for what tenant insurance covers, including additional living expenses when you cannot live at home for a while, see section 4 of Guide No. 1, Insurance.

9. If you own your home: hire licensed tradespeople for gas and electrical work, and how to check their licence

Most gas and electrical work needs a licence and a permit. Technical Safety BC (the provincial organization responsible for the safety of equipment such as gas and electrical systems, boilers and elevators) says: most gas and electrical work falls under the Safety Standards Act, and the law requires that it be done only by qualified people employed by a licensed contractor; for most of this work, you need a permit before work starts. If you hire a licensed contractor, they will apply for the permit for you.

When you can do the work yourself. You can apply for a homeowner permit to do the work yourself only if all three of these conditions are met:

• it is a detached house, not a duplex, townhouse or apartment;
• the house belongs entirely to you alone, and is not strata or co-op property;
• only you and your family live there, and there is no separate suite in the house, whether or not the suite is rented out or anyone lives in it.

If the house has a suite (whether or not anyone lives in it), is connected to another home (a duplex, townhouse or apartment), or the work is in a part of the home used for a business, the law requires you to hire a licensed contractor. Examples of work an eligible homeowner can do with a permit: installing or replacing a water heater, furnace, fireplace or range, installing or replacing light fixtures and ceiling fans, and moving switches and outlets. If you are not familiar with the work, do not do it yourself.

Where to get a permit in Victoria. Technical Safety BC states that 10 municipalities in B.C. issue their own gas or electrical permits. The City of Victoria issues only electrical permits itself; gas permits are still issued by Technical Safety BC. In every municipality, contractor licences and individual certifications are managed by Technical Safety BC. The three conditions for a homeowner permit above are Technical Safety BC's rules; for electrical work in the City of Victoria, the City's own rules decide whether a homeowner can do it themselves and on what conditions; we did not confirm what the City says.

How to check whether a tradesperson is licensed. Use Technical Safety BC's "Find a Licensed Contractor" to look up a contractor: enter the company name or licence number (in a format like LGA1234567, without spaces or hyphens). The results show the type of licence, what work the contractor is allowed to do, and any enforcement actions since 2022. To look up the specific person who comes to your home, use "Find a Certified Individual" and enter their name (the last name is required). If you cannot find them, they may not have a valid licence and cannot do regulated work. You can report unlicensed work through the online form, or by calling Technical Safety BC's hazard reporting line at 1-866-566-7233.

You could ask the tradesperson: "Could you give me your Technical Safety BC licence number? Will you take out the permit for this job?"

Technical Safety BC also warns that using unqualified people can mean paying more later to redo the work and voiding your insurance, and most importantly, it is a safety hazard.

For tradespeople such as plumbers, if you want to see whether they hold a B.C. trade certificate or Red Seal, you can use the tool to verify a tradesperson's certification from SkilledTradesBC (the B.C. organization for skilled trades training and certification), entering their name, certificate number and trade.

Water pipes and sewers: first work out whether it is your part or the city's.

• City of Victoria: for water leaks, blocked sewers or storm drains, or flooding, call the City at 250-361-0400; for things that are not urgent, use the City's online service request form. The City of Victoria supplies water to Victoria and Esquimalt; the water itself comes from the CRD.
• Water outages in the CRD's Juan de Fuca water service area (View Royal, Colwood, Langford, Metchosin, Sooke, and parts of Highlands and East Sooke): during business hours (Monday to Friday, 8:30 a.m. to 4:30 p.m.), call 250-474-9600 or toll-free 1-800-663-4425; after hours, on weekends and on statutory holidays, call 250-474-9630 or toll-free 1-855-822-4426.
• Saanich, Oak Bay, Central Saanich, North Saanich and Sidney each supply their own water; contact your municipality.

Where the pipes in your house end and the city's pipes in the street begin, and who repairs which part, is set out in the municipal water and sewer bylaws, but the bylaws are PDF files and we did not read the original text, so this guide does not state it as fact. If you do not know which part is blocked, call the city first and ask.

Two reminders about insurance. The Financial Consumer Agency of Canada (FCAC) says:

• Home insurance generally does not cover things that can be expected and are related to regular maintenance. Its example: if you are away for more than 4 days in a row in cold weather and a pipe freezes and bursts, your insurance may not pay. Before a long trip in winter, ask what your policy requires.
• Earthquakes and floods are generally not covered by regular home insurance; you need to add coverage for them.

10. Having a tradesperson come to your home: the rules on contracts, deposits and door-to-door sales

From August 1, 2026, B.C. bans door-to-door sales of these things. Consumer Protection BC, the Business Practices and Consumer Protection Act and the Consumer Contracts Regulation state that businesses cannot sell these door to door or sign contracts for them at your door:

• furnaces, air conditioners, heat pumps;
• duct cleaning;
• air purifiers;
• water heaters;
• water purifiers, water filters, water softeners;
• home security systems;
• solar panels;
• windows or energy audits;
• accessories and related services for the items above (including repairs).

A contract for these things signed at your door is not binding on you, and any related loan or financing contract is not binding either. If this happens, you can file a complaint with Consumer Protection BC.

If you invited them, the ban does not apply. The regulation states: if you contacted the business first, or the business first contacted you some other way than coming to your door or calling you, and you then invited them to your home to sign a contract, the ban does not apply. But this exception does not apply to energy audits. So if your water heater breaks and you call a tradesperson yourself to repair or replace it, that is fine; if a stranger knocks on your door and says "your water heater needs replacing", be careful.

Contracts signed in your home (over $50 before tax) have these extra rules:

• When you sign, the business must give you a copy of the contract right away; if it does not, the contract is not binding on you.
• Within 10 days of receiving your copy, you can cancel in writing for any reason.
• A deposit cannot be more than $100 or 10% of the total price, whichever is less. If they ask for more, under the law the contract is not binding on you; Consumer Protection BC says you can cancel within one year.
• The business cannot arrange a loan or financing for you. You can pay with your own credit card.
• To cancel, send it to the business in a way that leaves proof, such as email, fax or registered mail, and keep a copy. The law gives the business 15 days to respond.

What the contract must spell out. Consumer Protection BC's list includes: the business's legal name, the date the contract is signed, the specific work to be done, an itemized price, taxes and other costs that can be worked out in advance, how and when to pay, the total price, when the work starts and when it will be finished, and the rules for returns and cancellations. If any of these are missing, or differ from what you were told before signing, you may have the right to cancel.

Before they come, you can ask about these things (these are suggestions for the conversation, not a standard fee schedule):

• whether there is a charge for coming to take a look, and whether nights and weekends cost more;
• whether labour and materials are charged separately, and whether tax is included;
• whether they will ask you first before adding work;
• whether the job needs a permit, and who will get it;
• whether you will get a work order after the repair, and whether there is a warranty.

When you urgently need a leak stopped, say first that only the necessary part should be done; for big replacements that are not urgent, compare written quotes from several businesses. If you rent and need your landlord to pay you back for an emergency repair, remember to ask the tradesperson for an itemized receipt.

When you send something for repair, get a written estimate first. When you send an appliance for repair or have a repair person fix something, ask them to write down which parts will be repaired and how much each will cost, and to note "ask me first before doing any extra work or if the cost will go over a certain amount"; ask whether they will use new, used or refurbished parts, and how long the repair is guaranteed for. Under B.C.'s Business Practices and Consumer Protection Act, if a business's estimate is much lower than the price you are later asked to pay, and you did not expressly consent to the higher price before the goods or services were supplied, this may be deceptive; representing that a service, part, replacement or repair is needed when it is not is also deceptive. See sections 7 and 9 of Guide No. 54.

→ No. 54 · Right to repair

If the work has started and something goes wrong. Consumer Protection BC says: first talk to the business; if you cannot agree and the work has already started, you will need to go through the courts: for $5,000 or less, the Civil Resolution Tribunal (CRT); for more than $5,000 up to $35,000, Small Claims Court.

How to contact Consumer Protection BC. Call 1-888-564-9963, press 1 and leave a voicemail; they do not take live calls, and it may take a few days to call you back. You can also file a complaint online, or first check whether the business has been penalized before.

11. If you cannot live in your home for a while: who pays for a place to stay and damaged belongings

When there is danger, get to a safe place first. Once things settle down, ask about three things separately:

1. Ask your landlord (if you rent): what the repair plan is, whether you need to move out for a while, and roughly for how long. Leaving for a while does not mean your tenancy has ended. If you discuss moving out, reducing rent or ending the tenancy, write down the dates, amounts and reasons; do not rely on a spoken "you can move out for now". Whether your landlord has to pay for your hotel and your damaged belongings depends on the cause, whether the landlord met their responsibilities and how much you actually lost; in the end it may be up to the RTB, and you cannot assume that "if the home is damaged, the landlord pays for a hotel".

2. Ask your own insurance company: the FCAC says that when something covered by tenant insurance or condo insurance happens and you temporarily cannot live in your home, the policy can pay additional living expenses, such as a hotel or temporary rental, up to a certain limit. The B.C. government says neither the strata corporation's insurance nor the landlord's insurance covers a tenant's belongings or your costs of living elsewhere. When you call your insurance company, ask clearly: whether this incident is covered, whether you need their approval before staying at a hotel, how much they will pay per day and in total, and which receipts to keep.

3. Keep all your receipts: for accommodation, meals, moving and cleaning, along with photos and proof of purchase of damaged items, sorted by date.

Related: for what tenant insurance and home insurance cover and what to do if a claim is denied, see sections 4 and 9 of Guide No. 1, Insurance.

12. How to keep evidence: a record sheet

The RTB's advice for preparing for a regular hearing is: first make a timeline of what happened, then find evidence that shows the timeline is true, organize the evidence and write down what each piece proves, then submit it to the RTB and serve it on the other party. So keep things in date order as you go: first the relevant pages of your tenancy agreement, then photos of the problem, your first repair request, follow-ups and replies, inspection records or work orders, and finally receipts and actual losses. Keep the originals and write a one-page index. List amounts one by one, and do not write estimates for money you have not spent as if you had spent it.

Repair record sheet (save it on your phone or print it out):

Save these numbers ahead of time: your landlord's regular repair number, your landlord's emergency repair contact, the building property manager's emergency number, the FortisBC gas emergency line 1-800-663-9911, BC Hydro 1-800-224-9376, and your municipality's (or the CRD's) number for water pipes and sewers. Also find out where your main water shut-off valve is, where the electrical panel is, and where the manuals for the water heater and furnace are; that is much more useful than searching for them in the middle of the night.

After the repair, check three things:

1. Is the problem really solved? Did they just dry the floor, or did they find and fix where the leak was coming from?
2. Is there any follow-up? Does it need drying out, a re-inspection or a part on order, and when will they come next?
3. Are your records complete? Keep a copy of the photos, the work order, the receipts and what the other party promised.

13. Checklist before you act

• Fire, a gas smell, a carbon monoxide alarm or a downed power line: leave first, and call 911 or the matching emergency number from outside.
• In a power outage, first check your own electrical panel; if the whole area is out, check the BC Hydro map, and if your area is not on it, call 1-800-224-9376.
• Work out whether you rent, live in a strata, or own a detached house, and contact the right person.
• When you rent, always report repairs in writing (text, email or letter are all fine), say clearly what is broken and what it affects, attach photos, and keep a copy.
• For regular repairs, without your landlord's written agreement, do not fix it yourself and then ask your landlord for the money.
• For a real emergency repair (all three conditions met), first call your landlord's emergency repair number at least twice and wait a reasonable time, then have someone fix it at a reasonable cost, and keep a written account and a receipt for each amount.
• Deducting repair costs from rent has risks; only deduct when all the conditions are met, and attach a note explaining it for the month you deduct.
• Keep paying rent; if your landlord still has not made the repair, apply to the RTB for dispute resolution; the application fee is $100, and people with low incomes can ask for it to be waived.
• If you live in a strata, check your building's bylaws; if there is a leak, tell the property manager and your insurance company right away; find out the strata corporation's insurance deductible.
• Hire licensed tradespeople for gas and electrical work, and check their licence number with Technical Safety BC.
• Door-to-door selling of things such as water heaters, furnaces, heat pumps and air conditioners by strangers is banned from August 1, 2026; for a contract signed at home, you can cancel in writing within 10 days of getting your copy, and the deposit cannot be more than $100 or 10% of the total price (whichever is less).
• If you cannot live in your home, ask your landlord and your own insurance company separately, and keep all your receipts.

Related guides

• → No. 20 · Staying safe and getting help
  How to get out first and which number to call from outside when there is a fire, a gas smell, a carbon monoxide alarm or a downed power line at home (section 5); when 911 answers, first saying clearly where the person is (section 2).
• → No. 21 · Family emergency preparedness
  When the power and internet are out, protecting people first and then equipment and food, and never using generators or barbecues indoors (section 6); if there is a problem with the water, first checking what type of notice it is (section 8).
• → No. 20 companion sheet · Emergency phone sheet
  911, the FortisBC gas emergency line, BC Hydro outage reporting, City of Victoria public works and other help lines, all on one page.
• → No. 3 · Housing
  Checking your status and your lease before you rent: which shared living arrangements may not be covered by the Residential Tenancy Act, the usual limit on deposits, and asking the RTB first if there is a dispute.
• → No. 1 · Insurance
  What tenant insurance and home insurance each cover, including additional living expenses when you temporarily cannot live at home (section 4); how to ask for a written explanation and complain if a claim is denied (section 9).
• → No. 54 · Right to repair
  How to make things clear with a repair shop before a repair: a written estimate, being asked first above a set amount, what parts are used and how long the repair is guaranteed; how B.C. law deals with misleading estimates and repairs, what to do when someone at the door says "your furnace needs replacing", and what to do when a manufacturer will not supply parts or a warranty may be void.

Main official links in this guide

These are the official pages used most in this guide. The pages of the Province of B.C. and the Residential Tenancy Branch (RTB), the original text of the laws on the B.C. Laws website, and the pages of the City of Victoria, the CRD, FortisBC, BC Hydro, Health Canada, the FCAC, Technical Safety BC, Consumer Protection BC, TRAC and others were all opened and read on November 3, 2026. There are a few things we could not check: the RTB's policy guidelines and several City of Victoria bylaws (including the Rental Property Standards of Maintenance Bylaw and the water and sewer bylaws) are PDF files that we did not read, so this guide only uses what the web pages say; that is why it gives no room temperature standard and does not say where the house pipes end and the city's pipes begin. We could not read the main text of the Quebec TAL page, so this guide only gives its name and link. For how the Civil Resolution Tribunal (CRT) handles strata disputes and what it costs, we only checked the legal basis and the website. The Law Society of British Columbia's Lawyer Directory mentioned at the top of this page is also listed below. Other links are at the end of each section.