Sustainable, modern living in Vancouver's urban core

Tenant Welcome Package


  1. Key Contacts and Procedures
  2. Setting Up Accounts with Utilities
  3. Bed Bugs
  4. Earthquake Preparedness
  5. Fire / Natural Gas / Carbon Monoxide Safety
  6. Residential Noise Control
  7. Cleaning and Maintaining Granite
  8. 1209 Jervis Only – Special Claw Foot Tub Cleaning Instructions

Key Contacts and Procedures

The building is owned and managed by Gordon Nelson Inc., a Vancouver based, family-owned and operated business.

Customer Service Specialists

Billy-Joe Morales



In the event of an emergency such as a power outage, water leak or flood, please contact the Customer Service Specialist immediately.

For an emergency such as a fire, immediately call 911 and evacuate the building.

Rental Payments

Please note rent is due on the 1st of the month. We offer tenants the option to pay by the following convenient methods: online bank transfer (free) and email money transfer (free depending on banking plan). We also accept cheques and cash. Cheques are payable to:

“ Gordon Nelson Inc.” Please identify your suite number and address on your cheques, and place them in the manager’s drop box at:

1057 Barclay Street near unit 101;

1133 Barclay Street drop slot located beside the boiler room door;

1075 Burnaby Street managers mailbox at the front entrance;

2254 Cornwall Ave;

1540 Haro Street managers mailbox at the front entrance; and

1209 Jervis Street on the north wing’s 1st floor.

Any rental payments received after the 1st, or returned cheques are subject to a $25 fee.

Garbage and Recycling

The garbage and cardboard recycling bins located in the under ground parking.  Please do not use other buildings’ bins as it may lead to you being fined by the City of Vancouver.  Please flatten all cardboard.

Laundry Room

The laundry room is located on the ground floor.  There are two high efficiency washing machines and two dryers.  They are coin operated and available 24/7. Please clean dryer lint traps after each use.


Each unit has its’ own electrical panel.  In the case of a circuit failure, please try to reset by moving back to the on position.  If this does not correct the problem or the problem persists, please notify the Customer Service Specialist.

Repairs & Maintenance

Please report any needed repairs or maintenance items, even if they seem minor, to the Customer Service Specialist as soon as possible so they may be attended to quickly.

Suspicious Persons

Please report any concerns such as vandalism or suspicious persons to the Customer Service Specialist / call 911.  For your safety, please do not confront any suspicious persons.  Please do not allow strangers into the building.


All tenants should carry their own personal “tenant’s package” insurance as the building insurance does not cover items such as theft, fire, smoke, water leak and/or other damage to the tenant’s belongings.

Tenant Suite Improvements

While it is nice to see tenants want to personalize their space, please check with the Customer Service Specialist before proceeding.


Pets are allowed in the building.  However, we ask that tenants take special care to minimize damage and dirt in all common and unit areas.  Please ensure that all pets are registered with the Customer Service Specialist and documented in your lease. Also, pets must be on leash at all times while in common areas of the building.

Non Smoking Building

City of Vancouver by-laws prohibit smoking in all common areas of residential buildings, including a six meter area outside of all building exits.  The by-law provides for a maximum $2,000 fine.  In addition, all units are non-smoking.

Lost Keys

Replacement keys will be provided for $25 per common area and unit key.  If the unit key security is compromised, the lock will be replaced and new keys provided for a $75 charge.   If locked out of your unit between 8 am and 8 pm, contact your Customer Service Specialist for assistance, after hours please contact a locksmith.

Notice to Vacate

At all times please provide at least one calendar month’s notice.  Failure to do so may result in you being responsible for the next month’s rent.  Please consult your lease agreement for complete details.

Setting Up Accounts with Utilities

BC Hydro

(electricity – required)

#604 224-9376 (within BC), call toll free: 1 800 224-9376


(phone, internet, TV – optional)

#310-2255 (within BC), call toll free: 1-888-811-2323


(phone, internet, TV – optional)

#604-629-8888 (within BC), call toll free: 1-866-684-7487


(phone, internet, TV – optional)

Call toll free: 1-888-764-3771

Bed Bugs

According to pest control experts, bed bugs are surprisingly common and affect a lot of tenants and guests at apartments and hotels in Vancouver.  Please understand that through no fault of our own, we are at the mercy of unfortunately events such as a tenant bringing in furniture or luggage with bed bugs.  Also, with the increases in global travel it is not uncommon for them to end up in a unit.  We strongly recommend that you do not buy used furniture or that you thoroughly inspect before purchasing.

Generally speaking we will cover the cost to inspect and treat the unit.  We will also provide money to help cover the cost to wash your bedding and clothes.  We do not cover the cost to replace furniture or personal belongs.  Per your lease please be aware that you should have personal property insurance for unforeseen events such as damage from bed bugs.

In order to help educate you on bed bugs, please see some tips below:

  • DO take notice of mysterious bites, welts or unexplained itching.
  • DO remove clutter.  Bedbugs like to hide in clutter – clothes on floor, around bed
  • DO give a thorough inspection to your bedding area: i.e., night table, bed, dresser and boxspring. Look for white to light brown castings (skins) of the bedbugs. Also look for tiny blood droppings on mattress tufts, behind picture frames, and all wooden objects in the bedroom.
  • DO NOT panic and move. This will only prolong your suffering.
  • DO NOT move your bedroom set. Wherever you go, the bedbugs will follow.
  • DO NOT attempt to treat bed bugs yourself. Chemicals used may be harmful to health if used incorrectly. Additionally, if bed bugs are not thoroughly treated, the situation will not improve and you end up wasting your time and money.

We work with two well-regarded bed bug professionals: Abell Pest Control and Care Pest and Wildlife Control.  These companies have dogs, steam heat equipment and other cutting edge services available to eliminate the problem.

Please contact the Customer Service Specialist immediately if you believe you may have bed bugs in your unit and we will arrange for a professional inspection and the appropriate treatment.


Earthquake Preparedness


  • Know the safe spots: against inside walls, under sturdy tables, desks or supported doorways
  • Know the danger spots: windows, mirrors, hanging objects, fireplace and tall unsecured furniture
  • Learn how to shut off gas, water and electricity in your own suite.
  • Keep breakables or heavy objects on bottom shelves
  • Maintain emergency food, water and other supplies, including a flashlight, a portable battery-operated radio, extra batteries, medicines, first aid kit and clothing.

During Earthquake

  • If INDOORS, stay there. Get under a desk or table or stand in a doorway or corner.
  • If OUTDOORS, get into an open area away from trees, buildings, walls and power lines
  • If in a HIGHRISE BUILDING, stay away from windows and outside walls. Get under a table. Do not use the elevator.
  • If DRIVING, pull your car to the side of the road and stop. Avoid overpasses or power lines. Remain inside until the shaking is over.
  • If in a CROWDED PUBLIC PLACE, do not rush for the doors. Move away from display shelves containing objects that may fall.

After Earthquake

  • Check for injuries. Apply first aid. Do not move seriously injured individuals unless they are in immediate danger.
  • Check for fire, gas and water leaks, broken electrical wiring or sewage lines. If you suspect there is damage, turn utility off at the source. If there is no damage, do not turn off gas.
  • If you smell natural gas, douse all fires, do not use matches, candles, cell phones, and do not operate electrical switches. Open windows, leave the building and shut off gas valve.

Check building for cracks and damage, including roof, chimneys, and foundation. If you suspect there is damage, turn off all utilities and leave the building.

Fire / Natural Gas / Carbon Monoxide Safety

Holiday Season

We would like to ensure everyone has safety in mind during holidays and festive times of the year. Below please find a few reminders and safety tips:

  • Fresh cut trees are forbidden in all of our buildings due to fire safety concerns and insurance clauses in the building policy.
  • Choose decorations that are flame-retardant, non-combustible and non-conductive.
  • If there are young children or pets in your home, avoid very small decorations.
  • Avoid using angel hair (glass wool) together with spray-on snowflakes. This combination is highly combustible.
  • Use Canadian Standards Association (CSA) certified light strings/sets.
  • Inspect light strings/set before use. Check for cracked bulbs and for frayed, broken or exposed wires, and discard if faulty.
  • Do not use electric light strings/sets on metallic trees. A faulty system could energize the tree and shock or electrocute anyone coming into contact. Illuminate metallic trees with colored floodlights placed at a safe distance from the tree and out of reach.
  • Turn off all display lights before retiring for the night or before leaving the house.
  • Place candles away from absolutely anything that could catch fire.
  • Never leave burning candles unattended.
  • Put candles in sturdy holders on a stable surface, well away from drafts, curtains, children and pets.
  • Snuff them out before leaving the room or going to sleep.


Electrical Outlets

  • There is often a tendency to overload wall outlets. This is an unsafe practice and should be avoided even for short durations.
  • Inspect all cords before using. Make sure they are CSA certified. Look for loose connections or frayed or exposed wire. Discard any defective cords. Read the labels and manufacturer’s instructions to ensure proper use.
  • Insert plugs fully into outlets. Poor contact may cause overheating or shock.
  • To avoid possible overheating, do not coil or bunch an extension cord which is in use and do not run it under carpets or rugs.

Kitchen Safety

Grease and fat fires are a leading cause of home fires in Canada, so be extra careful when doing this kind of cooking. Here’s what to do if grease in a pot or pan catches fire:

  • Smother the flames by covering the pan with a lid.
  • Turn off the heat immediately.
  • Use baking soda (flour can be explosive) on shallow grease fires.
  • Never turn on the overhead fan, as this could spread the fire.
  • NEVER throw water on a grease fire.
  • Do not place pans / containers under the stove, there is open flame in this area.
  • CALL 911

Natural Gas & Carbon Dioxide

Every unit in the building is equipped with a smoke detector / carbon monoxide detector. They are hard-wired in and have battery back-up. Please DO NOT under any circumstances disconnect these detectors!!

If you smell gas or hear the flow of escaping gas, follow these steps immediately:

Act Fast, Get Out and Call:

1-800-663-9911     (Fortis Emergency #)

  • Don’t smoke, light matches, operate electrical switches, use either cell or telephones, or create any other source of ignition.
  • As you leave the building, leave the door open and any windows that may already be open.
  • Get to a nearby phone and call the Fortis 24-hour Emergency Line at 
1-800-663-9911, or 911 or the fire department emergency number.

What does natural gas smell like?

Natural gas and piped propane smell like rotten eggs or sulphur. Natural gas is actually odourless, but trace amounts of a chemical called mercaptan are added, which has a distinctive rotten egg or sulphur-like odour. It smells bad for a good reason.  In case of a leak, the gas company wants you to be able to detect and identify it!

What is carbon monoxide?

Carbon monoxide (CO) is a colourless, odourless, toxic gas that interferes with the blood’s ability to absorb and transport oxygen. Carbon monoxide causes flu-like symptoms of headaches, drowsiness, nausea and loss of muscle control.

Carbon monoxide is produced when fuels are burned incompletely. Tobacco smoking, idling gasoline-powered vehicles and the burning of oil, coal, wood, charcoal, kerosene, propane or natural gas can all produce carbon monoxide.

If you suspect the presence of carbon monoxide in your unit:

  • Open all doors and windows.
  • Get fresh air immediately outside.
  • Seek medical attention if needed.
  • Turn off any appliances that you suspect are faulty.
  • Contact the Customer Service Specialists to have appliances inspected.
  • CALL 911 / Fortis Emergency Line 1-800-663-9911

Residential Noise Control 

Living in a residential building entitles all residents to quiet, peaceful and safe enjoyment of residential property.  We have referenced a few clauses below from our Standard Residential Tenancy Agreement and the City of Vancouver Noise Bylaws to remind tenants that there is a reasonable standard for noise and disturbance that must be observed when living in a multi-unit building.

Clause 17 – CONDUCT  (Residential Tenancy Agreement)

“The tenant or the tenant’s guests must not cause or allow loud conversation or noise to disturb the quiet enjoyment of another occupant of the residential property or other person at any time, and in particular between the hours of 10pm and 9am”.

Clause 24 – FLOORS (Residential Tenancy Agreement)

In order to prevent noise transfer between the units and to keep the non-carpeted floors protected.

“The tenant will, within one month of the commencement of the tenancy, carpet all traffic areas that were previously bare floor, to the landlord’s reasonable satisfaction”.

Clause 18 – PETS (Residential Tenancy Agreement)

Gordon Nelson Inc. allows pets at our residential properties (with the written consent as per our residential tenancy agreement), and the tenant must ensure that the pet does not disturb any person in the residential property or neighboring property. In addition, dogs must be kept on leash within the common areas of the residential property.

For more information on City of Vancouver Noise By-Law No. 6555, and Animal Control By-Law No. 9150, please visit the following websites.

Cleaning and Maintaining Granite Countertops

Care for a polished finish begins with daily attention to what is placed on the surface. Granite countertops are hard and can withstand a falling can of soup, but the polished surface is a bit more delicate. Never use the granite as a cutting surface, always use a cutting board. Avoid allowing acidic foods such as lemon juice, vinegar and soft drinks to be left on the surface for any amount of time, as they can etch the surface. Another thing that removes the polished shine are harsh cleaning products or abrasive cleansers (liquid or powder). To clean the surface without leaving streaks, use only a small amount of warm water with a ph balanced dishwashing liquid.

Although granite is extremely hard, some of the minerals in it may be very soft. The existence of different minerals is what makes the granite easy to scratch, be chipped or break along the grain. In order to protect the surface, it is recommended to avoid dragging pots, pans or appliances across the stone. Scooting something across the countertop that has even a grain of sugar under it will scratch the polished surface. Scratches allow stains to mar an otherwise beautiful surface.

Once a year, a penetrating sealant should be applied. Regular polishing will keep the finish gleaming. Use a penetrating sealant recommended by the supplier or the Customer Service Specialist. Avoid using a stone sealer that will not penetrate the stone, as it will create a cloudy surface that will have to be removed by stripping the entire countertop, using harsh solvents. Remember, the glossy shine isn’t caused by a coating on the surface, but by expert polishing using diamond polishing tools.

If there is minor damage to a granite countertop, it can be resolved by the tenant. If a pot or pan leaves a grey or black mark on the surface, it can be polished out using fine steel wool. If a glue-like substance is stuck on the countertop, it is possible to scrape it off with a credit card or single sided razor blade. Small marks made during the removal can be polished out with a fine steel wool. If the granite is chipped or cracked, a professional should be called in to perform invisible repairs.  Either way we recommend that you talk to the Customer Service Specialist before attempting to repair any damage.

1209 Jervis Only – Special Claw Foot Tub Cleaning Instructions

Do not lay soap, sponges, cloths, bottles or any objects on the finish at any time.  Purchase a shower rack instead.

Do not let a leaky faucet go un-repaired.

Do not use abrasive cleansers. No S-O-S Pads. No Comet. No Soft Scrub, no razors. No abrasives at all. Tub cleans easy with spray cleaner and a soft sponge.

Here are some good cleansers to use:

  • Tilex
  • Lysol Tile Cleaner
  • Mr. Clean
  • Fantastic

Do not use any product containing bleach and do not use bath mats with suctions underneath. They may pull at finish and trap moisture.

Do not pick surface dust off with your finger. Any surface dust will likely dissipate in 3-4 weeks with normal cleaning and usage. Waxing also helps.

The best way to keep your tub clean is to wipe it down with a towel after each use. You don’t have to wipe it dry.

Please contact the Customer Service Specialist with any questions.

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