FAQ

/FAQ
FAQ 2016-12-14T10:49:44+00:00

Our vision

Bringing passion, people, properties and technologies together to shape and advance our industry.

Our mission

Committed to creating lasting relations and solutions for our clients through quality service.

Our core values

Service

Every one of our clients is unique, and each client will have different aspirations, motivations and reasons for working with us.  We believe in taking care of each of our clients and understanding their needs and aim to achieve a higher level of customer satisfaction, continued business relationships, obtaining referrals, and a more enjoyable working experience. We are committed to being available by whichever communication method our clients choose.

Integrity

We extend our actions, beliefs, methods, measures and internal business policies and procedures and derive these from our core values, vision and mission statements. We will be flexible and willing to adjust these values in order to maintain consistency to provide the highest quality of service.

Expertise

We provide a dedicated team of industry-educated professionals to provide superior quality of service. We are committed and promote continuing education to all employees to stay current with our ever-changing industry.

Commitment

We are passionate about what we do. Our philosophy is simple and core values confirm that we are focused on serving our clients. We play an integral role in advancing and shaping our industry through technology, organizational and community involvement.

Protecting Your Privacy        

Lionheart Property Management Inc. understands the importance of privacy to the individual. We know that earning the trust of our clients and employees is a permanent and ongoing endeavour. With the growth of electronic media, it is necessary to take further steps in protecting the privacy of the individual. We fully support Canadian legislation, the Personal Information Protection and Electronic Documents Act, in its role to protect the privacy of the individual. Our role in protecting an individual’s privacy does not stop with this Act. We are continually looking for additional ways to ensure that the personal information we hold is secure and used in a responsible and respectful manner.

As such, we have appointed our Compliance Officer to be responsible for personal information. As our Information Officer, the role shall be to make sure that the personal information entrusted with us is secure and will not be used for purposes other than what is necessary to offer the service our clients deserve.

What is Personal Information?

Personal information is information about an identifiable individual. It includes your full name, address, telephone number, date of birth, email address, and any other information that identifies who you are or would allow someone to contact you. Personal information only becomes known to Lionheart Property Management Ltd. when you provide it to us.

Why do we ask you for your Personal Information?

If you would like to rent from us, have us manage your property, have us complete maintenance work on your property, apply for a job, or work for us as a contractor or subcontractor, you will be asked for the following information:

Rent from us

If you would like to rent from us, we have you complete a Rental Application. When you fill out a rental application, we will ask for your name, address, phone number, and date of birth all applicants or occupants. We collect this information in order to process your application to lease an apartment from us. Dates of birth are required for the purpose of identifying you or other occupants in a Consumer Report. Consent to obtain a Consumer Report is listed on the application form. We will also use information collected to contact employers, previous landlords and other references in making our decision on your application. To confirm that your move in experience was satisfactory, we may also use your personal information to contact you for the purpose of conducting a move in survey.

Prior to moving into your new home, you will be required to sign a Tenancy Agreement. The Tenancy Agreement is a legal agreement between you and us, and outlines the details of your lease such as rental rates and items included. By signing the lease, you agree to grant us permission to record and use information obtained about you for the purpose of enforcing any term of the Tenancy Agreement and to obtain a new Consumer Report in the event you fall behind with rent payments or if we wish to review the Tenancy Agreement.

Provision of Property Management/Maintenance Services

If you contract with us for the purpose of provision of property management or maintenance services, you will need to provide us with information about yourself or your business entity such as your legal name, address, financial information and records relating to the property we will be managing for you. In most cases, we will also need to obtain specific information about the residents of the property such as names, addresses, telephone, banking information, and emergency contact information. Generally, this information is used in the day-to-day management of your property and assets such as contracting to have maintenance work complete, maintaining contact with owners or residents, or for the purpose of creating financial reports and statements as well as billing our clients for services and making necessary government remittances. Commonly, residents will make rent payments to us by way of preauthorized bank withdrawal while property owners may also wish to receive disbursements by the same method. Condominium fees are made payable to the Condominium corporation. In such cases, personal bank information will be required.

Employment Opportunities

Lionheart offers employment opportunities through application from our website, in person or by fax. If you would like to apply for a job at Lionheart, you will be asked to submit a resume which should include your name, telephone number, address, email address, and other information concerning your application such as employment history and education. This information is used to contact you and to review your application in consideration for employment. Upon commencement of employment with Lionheart Property Management, we will ask you to provide additional information including your social insurance number, date of birth, personal tax credits, and bank deposit information in order to ensure proper payments and remittances are made in accordance with government standards. In some cases, in order to comply with income tax legislation, such information may be disclosed to the Canada Revenue Agency.

Purchase of Goods/Services

Lionheart Property Management commonly patronizes various vendors who provide services and product relating to property maintenance, construction, landscaping, insurance and financial services. To become an authorized provider of goods and services, you must complete an application for supplier registration. The application generally asks you for information about your business such as name, telephone number, address, email address, insurance coverage, worker’s compensation coverage and other information concerning your application such as work history and references. This information is used to contact you and to review your application in consideration for patronage.

Call Recording

As part of our commitment to providing the best possible service to our customers we record all telephone calls inbound and outbound. This helps us to identify ways that we can provide you with a better service.

We record calls:

  • for staff training/coaching purposes,
  • for complaint investigation,
  • helping us to improve the quality of our customer service and,
  • to ensure the information we provide is consistent and accurate
    for reporting on the types and numbers of enquiries we receive
    so we can find ways to simplify and improve our service to you.

We understand your personal information is important and we are committed to protecting your privacy. We store the recordings securely and only accessible by management.

New Use of Personal Information

Should Lionheart wish to use your personal information for a purpose not contemplated at the time of initial collection, such as additional services, products, or promotional offers that may be of interest to you, we may use your contact information, including your email address, to ask for your consent to use your personal information for the new purpose.

Sharing your Personal Information

Lionheart may use your personal information to identify other services and products available that may be appropriate for your needs. Lionheart does not, however, sell your personal information to third parties and does not disclose your personal information except as may be required to process your request for property management and or tenancy services, such as processing credit applications for apartment lease applications, processing preauthorized payments to an investor’s bank account, or disclosure of foreign investor personal information to the CRA as required by law. In short, we don’t sell or share our mailing lists.

In the event a property management contract is transferred to another property management firm through sale or loss in management services, personal information collected by us will be disclosed and transferred in full to the new management services provider.

Safeguarding your Personal Information

Lionheart has in place security measures and procedures to ensure that your personal information is protected from misuse and from unauthorized access.

  • Meetings with clients on these premises must take place in a place and manner to ensure confidentiality;
  • Mail and faxes must be routed directly to the intended recipient;
  • Information should be available to other persons in the office only on a need-to-know basis
  • Filing cabinets designated by the management and administration to contain personal information are to be kept secured at all times
  • All personnel have computer passwords, management software and banking passwords and are kept confidential and not shared with unauthorized persons.  Access levels of software are granted based on role in the organization.
  • This office has record retention and destruction procedures in place.

Accessing your Personal Information

Feel free to contact us if you have any questions or concerns about this policy or the accuracy and completeness of any information in your file, if you wish to update any of your information, if you would like to see a copy of the information we have on file about you, or an account of the use that has been made of your information, please contact a representative of our company.

Your choice in using personal information

You choice in us using your personal information is the only choice that matters. If you would like to confirm or change any of your personal information preferences, you may do so at any time by contacting a representative of our company. Please note, most information we require is necessary in the provision of service to you, therefore, the withdrawal of consent may prohibit us from provision of service to you.

Our Internet Privacy Policy

Safeguarding personal privacy and transaction security is a vital concern for Lionheart Property Management. We do not use our website to gather personal information other than that which you agree to supply to us. This information is used solely to provide you with the services you have requested. Unless expressly indicated otherwise, personal information, e-mail addresses or other data will not be sold, rented, exchanged or passed on to any third party. Nor do we make unsolicited mailings. If you have any questions about your privacy or about transaction security, do not hesitate to contact us.

Our telephone number is 1-888-602-6860 or 519-641-6868 Fax: 519-266-4001. You can also check what information we hold on you. However, to protect your privacy, we are not allowed to transmit the information to you by telephone or e-mail. Please therefore send your request in writing to:

Lionheart Property Management
Attn: Compliance Officer
162 Wortley Rd, Unit 1D
London, ON, N6C 3P7

Rent

  • Cheque / Post dated Cheque / Certified Cheque
  • Money Order / Draft
  • e-transfer (email to etransfer@lionheartpm.ca)
  • Pre-authorized payment

Condo fees

  • Cheque / Post dated Cheque / Certified Cheque
  • Money Order / Draft
  • Pre-authorized payment
Monday-Friday 9am-5pm
Our main office is located in London Ontario. We do business in the Windsor to Great Toronto Area corridor.

London – 519-641-6868
Toronto – 647-361-7711
Hamilton – 289-780-1148
Sarnia – 226-778-2950
Surrounding areas –  1-888-602-6860.

Contact us for details.

Fill out the form below to submit a request for a proposal.
Please note, we do not provide management services for the following:

    • Non-Profit Housing

Do you require a written formal proposal?

Street Address

Address Line 2

Street Address

Address Line 2

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Technology

Lionheart Property Management has always believed that technology will advance our industry. We were on the leading edge of providing digital status certificates for our Condominium communities, while saving paper, time and streamlining the entire process.
We leverage cloud based computing to deliver state of the art accounting and property management services, as well as our internal infrastructure. We’ve also added community websites and digital communication to all communities we manage. Our cloud based phone system enhances our customer service to allow our staff to stay connected.
As new technology emerges, Lionheart is committed to leveraging technology to provide our communities with service when they want it.
Click here to read a related press release.

Vendors are asked to follow this submission process and not to call with requests. Additions to or deletions from the approval vendor list will be at the sole discretion of Lionheart Property Management Inc. Not all vendors will be contacted.Service contractors only;Please EMAIL the following to a vendor@lionheartpm.ca

  • current/valid: General Liability Insurance [min $2,000,000 certificate].
  • WSIB Clearance Certificate
  • Any Industry Memberships: i.e. ACMO

If your company is interested in being considered for our list of qualified vendors, please complete and submit the form below, along with emailing the required attachments above.

Enter the full legal name of your company

Do you have references that you can provide us? Please email to vendor@lionheartpm.ca. If your reference has done work for Lionheart in the past please provide below the property address.

Please provide the contact person.

Street Address

Address Line 2

Enter only the phone number, no dashes

Email to vendor@lionheartpm.ca

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Thank you for your submission.