access your account and request services online 24/7

Arriv Home - Frequently Asked Questions (FAQ)

The on-line portal gives tenants access to various services at any time from the comfort of your home or anywhere where internet service is available.

My account – view details of your rent account, sign up for pre-authorized payment.

My contact details – update your coordinates.

My repairs – report a non-urgent repair.

My tenancy – find information on your tenancy address and parking space.

Help – find information about ARRIV Home and other tenant resources/forms.

Contact us – find out how you can connect with us.

The “ARRIV Home” tenant portal is currently available in English and French.

create a home account

To create an account, you must be a tenant, have an email address and create a password.
You will also need the following information, which must match our tenant record:

  • first name
  • last name
  • birth date
  • payment reference number

Check out the step-by-step guide on how to register here.

The ARRIV team can help you with the information you need to register.

 You will be able to reset your password.

Yes. They must have signed the lease as well and have their own email address.

about my account

This section will show the balance for each of your accounts (rent, repair chargebacks, legal).

If your accounts are up-to-date and in good standing, the balance should be $0. Amounts that are owing will show up in “red.”

Please contact the ARRIV team during business hours (Monday to Friday 8:30 am – 4:30 pm) at 613-415-7865.

Yes. In My Account, you will find information on how to sign up and a downloadable form that you will be able to complete and provide to us. 

Not for the time being. You will be able to view the charges and payments on your account for the past 12 months. This is a feature we will be working on in the future.

about my contact details

You will be able to update or add phone numbers, emergency contact information and your email address.

Once you update information through ARRIV Home > My Contact Details, it will automatically update your file in our database.

As many times as you need to.  We must have the most current information to provide you with the best service possible or communicate important information to you promptly.

about my repairs - coming soon!

Once you have created your account, you can request the most popular, non-urgent or regular repairs using the online tenant portal.

A visual menu is also available for your convenience. It can help you choose the type of repair you need to have done. Call us if you do not find the item you need repaired.

If you cannot find the description or picture for a repair request that you may have, please call us at 613-415-7865. Only the most requested routine repairs are available at this time.

To assign priority please contact us at 613-415-7865 at any time for all urgent or emergency-type repairs.

 A routine or regular repair would include a leaking tap, torn screen on a window, or a blocked toilet that is not overflowing.

Yes. All work orders for your home will be listed on the Repairs Summary page with their status. You can also view more details about the work order, such as a tentative date for the work to be completed or the date the work was completed.

When you fill out an online Repair Request through ARRIV Home, you must indicate whether you give us permission to enter your home to complete your request. There are 3 options to pick from about access to your home, you must pick one of them.

If you give us permission, we will enter your home to do the requested repair(s). You can check back on the My Repairs page to see when your repair request is scheduled. Please note that the tentative scheduled date and time are subject to change.

If you do not pick the option which would allow staff to enter your home, we will still schedule a maintenance worker to see you. He/she will only come in if you allow them to for the repair to be done.

If you do not allow us to enter and are not home at the time of the scheduled visit, we will send you a 24-hour notice with a new date and time for the repair to be done as required by law.

You can also ask for a “24-hour notice” in writing with a date and time before we come to your home.

Yes. You can include up to 5 different repair requests in one basket. However, you cannot mix a pest request with any other type of repairs in the same basket. Pest-related requests must be requested separately and then put in a basket.

How to contact us

During business hours: Monday – Friday, 8:30 a.m. – 4:30 p.m.
Contact: Manager, Tenant Experience
Phone: 613-415-7865

After business hours:
7 days a week, 4:30 p.m. – 8:30 a.m.
Phone: 613-415-7865
Call 911 with any threats to a person or property
Call 311 for noise disturbances