Always Put It in Writing
One rule above all others: if it doesn't exist in writing, it didn't happen. This is your most powerful protection.
Why Writing Matters
Verbal conversations leave no trace. Your landlord says "I'll fix it next week"—then next week comes and nothing happens. You have no proof they said it. But an email saying "As discussed on Tuesday, you agreed to fix the toilet by Friday" creates an irrefutable record.
At the LTB, written evidence is gold. An adjudicator can't verify what was said verbally unless both parties agree. But an email? That's dated, timestamped, and undeniable. Written communication protects you and creates evidence simultaneously.
Every Communication in Writing
Even simple requests should be in writing:
- Repair requests (always email, never just tell them verbally)
- Complaints about conditions (mold, noise, harassment)
- Responses to landlord notices (eviction notices, rent increases)
- Payment arrangements (if you're paying rent late)
- Requests for landlord access to your unit
- Follow-ups to conversations you had in person
The Follow-Up Email
If you must speak verbally (like your landlord calls you), always follow up with an email summarizing what was discussed:
"Hi [Landlord Name], Thank you for our phone call on March 15. To confirm, you said you would send a plumber to repair the bathtub by March 22. I'm looking forward to this repair. Please confirm receipt of this email."
This accomplishes two things: (1) It creates a written record of what was promised, and (2) If your landlord doesn't respond to contradict you, their silence can be interpreted as agreement.
Pro Tip: Email is Better Than Text
While text messages count as evidence, emails are more formal and carry more weight. Email also creates automatic backups and is easier to print for your binder. Use email for all important matters.
Email Templates for Common Issues
You don't need to be a lawyer to write effective emails. Use these templates as starting points. Adapt them to your situation, but follow the structure: Date + Fact + Statute + Request.
The Template Formula
Every email should have:
- Clear subject line: "Repair Request: [Issue]" or "Complaint: [Issue]"
- Specific date: When the problem started or when you discovered it
- Specific fact: What exactly is wrong
- Relevant statute: Which RTA section supports your request
- Clear request: What action you want and by when
- Polite closing: Professional but not aggressive
General Complaint Template
Subject: Repair Request: [Specific Issue]
Dear [Landlord Name],
I am writing to request urgent repairs to [specific issue] in my unit at [address]. On [specific date], I discovered that [describe the problem in detail]. This condition violates my right to a habitable premises under RTA s.20, which requires landlords to maintain rental units in a state of good repair.
I request that these repairs be completed by [reasonable date, typically 7-14 days]. Please confirm receipt of this email and provide a timeline for repairs.
Thank you for your prompt attention to this matter.
Regards,
[Your Name]
[Unit Number]
[Phone Number]
Unanswered Request Follow-Up
Subject: FOLLOW-UP - Repair Request: [Issue] - First Request Was [Date]
Dear [Landlord Name],
I sent a repair request on [date] regarding [issue]. As of today, no repairs have been made and I have received no response from you.
This ongoing failure to maintain the unit violates my rights under RTA s.20. I require repairs to be completed by [date]. If repairs are not begun by this date, I will pursue remedies available under the Residential Tenancies Act, including filing an application with the Landlord and Tenant Board.
Please respond to this email within 48 hours to confirm when repairs will be completed.
Regards,
[Your Name]
What to Say vs. What NOT to Say
Your tone matters. Adjudicators are trained to ignore emotional appeals, but they notice when you're factual and professional. Here's the difference between statements that work and those that backfire:
Comparison: Emotional vs. Compliance Language
| DON'T Say This | DO Say This Instead |
|---|---|
| "My landlord is a horrible person and doesn't care about his tenants." | "My landlord has not responded to repair requests dated [dates]." |
| "I'm freezing in here! This is inhumane!" | "The heating system has not functioned since [date]. Temperatures inside the unit have been [measured temperature]. This violates RTA s.20." |
| "You promised to fix this and you're a liar!" | "In your email dated [date], you stated repairs would be completed by [date]. As of [today], repairs have not been completed." |
| "I can't believe you're raising my rent! This is unfair!" | "I received a rent increase notice on [date] for an increase of [amount]. This increase exceeds the [year] guideline of [percentage] as allowed under RTA s.116." |
| "You entered my apartment without permission. You're violating my privacy!" | "On [date], you entered my unit without providing notice. The Residential Tenancies Act s.27 requires you to provide 24 hours' written notice except in emergencies." |
The Rule: Fact, Date, Statute
Structure every complaint around three elements:
- Fact: What happened? Be specific. "The faucet leaks" not "The plumbing is broken"
- Date: When did it happen? "March 15, 2024" not "Last week"
- Statute: Which law supports your complaint? "RTA s.20 requires landlords to maintain units in good repair"
What to Avoid
- Sarcasm: Avoid it. "Thanks so much for ignoring my repair request" sounds petty.
- Threats: Don't threaten legally until you've given fair warning. Say "I will pursue remedies available under the RTA" not "I'll take you to court"
- Insults: Never insult your landlord. Stick to facts.
- Excessive capitalization: Don't write in ALL CAPS. It looks unprofessional.
- Personal details: Don't mention health conditions, financial hardship, or family problems unless directly relevant to your complaint
- Vague references: Don't write "You know what I'm talking about." Be specific.
Warning: Professionalism Wins
Adjudicators have read hundreds of complaints. The emotional ones blur together. The factual, statute-referencing ones stand out. Be professional, be specific, and your message will be heard.
Repair Request Template
Repair requests are your first step. Send this email the moment you discover a repair issue. Keep the language professional and cite RTA s.20 (landlord's duty to maintain).
Subject: Repair Request - [Specific Issue] - [Your Unit Number]
Dear [Landlord Name],
I am writing to request urgent repairs to my unit at [address, unit number] for the following issue:
[DESCRIBE THE PROBLEM]
Example: "The bathroom ceiling has water stains and the paint is peeling. There is visible mold on the walls. The issue began on March 10, 2024, and has worsened daily."
This condition affects the habitability of the unit and violates my rights as a tenant under RTA s.20, which requires landlords to maintain rental units in good repair and fit for habitation.
I request that repairs be completed by [DATE - typically 7-14 days from today]. If the issue is an emergency (no heat, no hot water, utilities cut off), repairs should be completed within 24 hours.
Please confirm receipt of this email and provide:
- Your commitment to repair the issue
- The date and time you will complete repairs
- The name and contact information of the contractor, if applicable
I will photograph this condition today and maintain records of all communications regarding this repair request.
Thank you for your prompt attention to this urgent matter.
Regards,
[Your Full Name]
[Phone Number]
[Email Address]
Rent Increase Dispute Template
Rent increases in Ontario must follow strict rules. If you believe your increase is illegal, dispute it in writing immediately. Use this template if your increase exceeds the guideline or wasn't properly served.
Subject: Dispute of Rent Increase Notice - Received [Date]
Dear [Landlord Name],
I received a rent increase notice on [date] indicating an increase of $[amount] per month, effective [date]. I dispute this increase for the following reasons:
[CHOOSE THE APPLICABLE REASON]
REASON 1 - EXCEEDS GUIDELINE:
"The notice indicates an increase of [percentage]%. The 2024 Residential Tenancies Act guideline is [percentage]%, as set by the Ontario government. Your increase exceeds this guideline by [difference]%, in violation of RTA s.116."
REASON 2 - IMPROPER NOTICE:
"The notice does not contain the required information under RTA s.116(1). Specifically, [describe what is missing: rent amount, percentage, effective date, or form prescribed by regulation]. A proper notice was not served."
REASON 3 - TIMING:
"You have not provided the required minimum of 90 days' notice before the effective date, as required by RTA s.116. The notice was served on [date] with an effective date of [date], which is only [number] days' notice."
I do not accept this rent increase. I will continue to pay the current rent of $[amount] until a legal increase notice is properly served, if applicable.
If you believe this increase is valid, please provide:
- Your detailed explanation of why this increase is permitted
- Proof that the notice complies with RTA s.116
- Proof of when and how the notice was served
If a dispute cannot be resolved, I am prepared to file a T1 application with the Landlord and Tenant Board to challenge this increase.
Regards,
[Your Full Name]
[Phone Number]
Important: Don't Pay the Increase Yet
If you dispute the rent increase, continue paying your current rent (not the increase) while disputing it. If you pay the increase, you may lose your right to dispute it later. Once the dispute is resolved, you'll adjust your rent accordingly.
Responding to Eviction Notices
If your landlord serves you with an eviction notice (N12, N4, N5, etc.), you have rights. Some notices are illegal. Others are legal but can be challenged. Always respond in writing—and quickly.
Types of Eviction Notices
- N4 (Non-Payment of Rent): You owe rent. You have 14 days to pay or dispute.
- N5 (Substantial Breach): You violated your lease (noise, damage, etc.). You have 7 days to stop the behavior.
- N12 (Landlord's Own Use): Landlord or family will occupy the unit. Often illegal. Challenge it.
- N13 (Sale): Building is being sold. Legal only if it's your landlord's principal residence.
Response Template for Illegal Notice
Subject: Response to Eviction Notice Served [Date] - Notice Is Invalid
Dear [Landlord Name],
I received an N12 notice dated [date], claiming you intend to occupy my unit. I dispute the validity of this notice for the following reasons:
[CHOOSE THE APPLICABLE REASON]
REASON 1 - IMPROPER SERVICE:
"The notice was not properly served. RTA s.48 requires notices to be served personally or in the manner specified in the lease. You [describe how you served it]."
REASON 2 - INSUFFICIENT NOTICE:
"The notice does not provide the required 60-day notice period. It was served on [date] with an effective date of [date], which is [number] days, less than required."
REASON 3 - BAD FAITH:
"You have a pattern of serving eviction notices and then not following through. This notice appears to be for the purpose of pressuring me or avoiding legal remedies. RTA s.48.1 prohibits eviction in bad faith."
I will not vacate based on this notice. If you intend to proceed with eviction, you must file an application with the Landlord and Tenant Board. I will defend that application.
Regards,
[Your Full Name]
[Phone Number]
Response Template for Notice You Accept
If the notice is valid and you do need to move, confirm in writing that you'll vacate:
Subject: Confirmation of Vacating - [Your Unit] - [Move-Out Date]
Dear [Landlord Name],
I received your N12 notice dated [date]. I confirm that I will vacate the unit at [address] on [date], as required by the notice.
Please arrange a move-out inspection on [date]. I expect my full security deposit to be returned within 30 days of vacating, as required by law, along with an itemized statement if any deductions are made.
Regards,
[Your Full Name]
Warning: Get Help for Evictions
Eviction is serious. If you receive an eviction notice and believe it's invalid, contact a tenant advocate or legal clinic immediately. Many eviction notices are illegal, but you must challenge them before the LTB hearing date.
Escalation Path
Professional communication has a path. Start polite. If your landlord doesn't respond, escalate. Here's how to escalate without losing credibility:
Step 1: Initial Polite Request (Day 1)
Email your landlord with the issue and a reasonable deadline. Be professional, cite the statute, request confirmation.
"I am writing to request repairs to [issue]. RTA s.20 requires landlords to maintain units. I request these repairs be completed by [date]. Please confirm receipt and provide a timeline."
Step 2: Follow-Up (7-10 Days Later)
If you receive no response, send a follow-up email referencing your first request. Mark the subject line as "FOLLOW-UP".
"I sent a repair request on [date]. As of today, I have received no response and repairs have not been made. This violates RTA s.20. I require repairs be completed by [date] or I will pursue remedies available under the Residential Tenancies Act."
Step 3: Final Notice (Another 7-10 Days)
One more escalation. Make it clear you're considering legal action.
"I have requested repairs on [date 1] and [date 2] with no response. Your continued failure to maintain this unit is a violation of RTA s.20. If repairs are not begun by [final date], I will file a T6 application with the Landlord and Tenant Board and seek compensation for the cost of repairs and any damages."
Step 4: File with the LTB
If repairs still haven't happened, file your application. Your email chain is now your evidence.
Pro Tip: Document Everything
Save copies of every email you send and every response (or non-response) you receive. This email chain is your roadmap for the LTB application. It shows you acted reasonably and gave your landlord fair opportunity to fix the issue.
Key Statutes to Reference
When you cite statutes in your communication, you're showing your landlord you know the law. This strengthens your position. Here are the most important RTA sections to reference:
RTA s.20 - Maintenance
Use this for repair requests: broken appliances, plumbing, heating, water damage, mold, pest infestations, structural damage.
"The landlord is responsible for maintaining the rental unit in a state of good repair fit for habitation and for complying with health, safety, housing and maintenance standards."
RTA s.27 - Landlord's Right of Entry
Use this if your landlord entered without notice or without a valid reason.
"A landlord shall not enter a rental unit except with the consent of the tenant or in accordance with this section. A landlord may enter the unit to inspect it, carry out repairs or maintenance, show it to prospective tenants or purchasers, or to assess its condition, but must give at least 24 hours' written notice of his or her intention to enter."
RTA s.29 - Tenant's Right to Apply to LTB
Use this to reference the LTB process when escalating: "If repairs are not made, I will file a T6 application with the LTB under RTA s.29."
RTA s.116 - Rent Increases
Use this when disputing rent increases: "RTA s.116 allows rent increases only up to the annual guideline. Your increase exceeds this by [amount]."
RTA s.48.1 - Prohibition of Illegal Evictions
Use this if you believe your landlord is evicting you in bad faith: "RTA s.48.1 prohibits eviction for exercising legal rights or reporting violations."
How to Reference a Statute
You don't need to quote the full statute. Just reference it clearly:
- "This violates RTA s.20 (maintenance standards)"
- "Your entry without notice violated RTA s.27"
- "Your eviction notice violates RTA s.48.1 (good faith)"
The adjudicator knows the RTA. By citing the section, you show you've done your homework. You don't need to quote or explain it—just reference it clearly.
Pro Tip: Know the Statute Numbers
You don't need to memorize the statutes. Keep a simple cheat sheet with section numbers and what they cover. When you need to send an email, refer to your cheat sheet. This shows professionalism and creates stronger communications.