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

  • EPay (available from within your online portal)
  • 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 (if provided by your Condominium Corporation)
  • e-transfer (email to etransfer@lionheartpm.ca)

Monday-Thursday 9am-5pm

Friday 9am-4pm

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:

Do you require a written formal proposal?

Street Address

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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.

Lionheart Realty and Lionheart Property Management are separate entities operating in two distinct industries. Lionheart Realty deals with transactional matters, specifically listing, selling and buying properties. Lionheart Property Management offers comprehensive contractual service that manages all aspects of ownership of a property on behalf of the owner. 

ACCESSIBILITY POLICY

Lionheart Property Management Inc (“the Business”) is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.

 

APPLICATION AND SCOPE

This Policy is made pursuant to the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Integrated Accessibility Standards Regulation (“IAS Regulation”) of the AODA and addresses how the Business will achieve accessibility. This Policy will be reviewed and updated as necessary at least every five years and posted on our website.

For purpose of this Policy and Plan, “disability” is defined as follows:

  • any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
  • a condition of mental impairment or a developmental disability,
  • a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  • a mental disorder, or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

 

SELF-SERVICE KIOSKS

The Business shall have regard to the accessibility for persons with disabilities when designing, procuring or acquiring self-service kiosks. “Kiosk” means an interactive electronic terminal, including a point-of-sale device, intended for public use that allows users to access one or more services or products or both.

 

TRAINING

The Business provides training to all its employees, volunteers, persons who participate in developing its policies and all other persons who provide goods, services or facilities on behalf of the Business. The training shall be:

  • on the requirements of the IAS Regulation and the Human Rights Code as it relates to persons with disabilities;
  • appropriate to the duties of the employees, volunteers and other persons;
  • provided as soon as practicable, on an ongoing basis and as necessary to comply with all statutory requirements.

 

INFORMATION AND COMMUNICATION STANDARDS

Accessible Formats and Communication Supports

 

Upon request, and in accordance with the compliance schedule set out in the IAS Regulation, the Business will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner and at a cost that is not greater than the cost charged to other persons, if any. The Business will consult with the person making the request to determine the suitability of an accessible format or communication support and notify the public about the availability of these formats and supports.

 

Feedback

In accordance with the requirements of the IAS Regulation, the Business ensures that its feedback processes are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports, upon request. We will notify the public of the availability of accessible formats and communication supports including by posting this information online.

Further information about our feedback process is available at the end of this Policy.

Emergency Information

Where the Business prepares emergency procedures, plans or public safety information and makes such information available to the public, it shall provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

EMPLOYMENT STANDARDS

The Business is committed to ensuring that its employment practices are in compliance with the AODA, IAS Regulation and the Ontario Human Rights Code.

 

Recruitment

Accommodations for applicants (including existing employees) with disabilities are available in the Business’s recruitment processes.

The Business shall notify applicants when they are individually selected to participate in an assessment or selection process that accommodations, including Accessible Formats and Communication Supports, are available upon request in relation to the materials or processes to be used. If a selected applicant requests an accommodation, the Business will consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to a disability.

The Business shall notify successful applicants of its policies for accommodating employees with disabilities when making offers of employment.

The Business shall also notify employees of its policies which support employees with disabilities, including but not limited to policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability.

 

Accessible Formats & Communication Supports for Employees

Where an employee with a disability requests it, the Business will consult with the employee to provide or arrange for the provision of accessible formats and communication supports for information that is (a) needed in order to perform the employee’s job and (b) generally available to employees in the workplace.

 

Performance Management, Career Development and Advancement, Redeployment

The Business shall take into account the accessibility needs of employees when using performance management processes, providing career development and advancement, and using redeployment.

 

Workplace Emergency Response Information

The Business provides individualized workplace emergency response information to employees who have a disability if the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation. The Business provides this information as soon as practicable after becoming aware of the need for accommodation.

 

If an employee who receives individualized workplace emergency response information requires assistance and provided that the employee’s consent is obtained, the Business will provide the workplace emergency response information to the person designated by the employer to provide assistance to the employee.

 

The Business reviews the individualized workplace emergency response information in the following circumstances: when the employee moves to a different location in the organization, when overall accommodation needs or plans are reviewed, and when it reviews its general emergency response policies.

 

ACCESSIBILITY STANDARDS FOR OUR FACILITIES

The Business is committed to designing our facilities free from barriers and accessible to all persons we serve. The Business will comply with the Design of Public Spaces Standards with respect to public spaces that are newly constructed or redeveloped in accordance with the requirements of the IAS Regulation.

REFERENCES

  • Accessible Customer Service Policy
  • Accessibility for Ontarians with Disabilities Act, 2005
  • Regulation 191/11 made under the Accessibility for Ontarians with Disabilities Act, 2005

(Integrated Accessibility Standards)

 

COPIES

Upon request, all of our policies can be made available in an accessible format and we can provide or arrange to provide communication supports as necessary.

FEEDBACK AND QUESTIONS

If you have any questions about this Policy or our accessibility initiatives, please let us know. Feedback on this Policy and the Business’s accessibility measures is welcome. Feedback can be provided through various means and in various forms. If you have questions, concerns or comments, please contact your manager.

 

All feedback received will be reviewed within a reasonable time period and the Business will take all appropriate steps to address any issues raised. All complaints will be processed in accordance with the Business’s complaints process.

 

CUSTOMER SERVICE POLICY

The Business is committed to excellence in serving all customers, including people with disabilities. Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws and our obligations under the Human Rights Code.

ASSISTIVE DEVICES

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.

COMMUNICATION

We will communicate with people with disabilities in ways that take into account their disability. We will work with the person with a disability to determine what method of communication works for them.

SERVICE ANIMALS

We welcome people with disabilities and their service animals. Service animals are allowed on the part of our premises which is open to the public. When we cannot easily identify whether an animal is a service animal, our staff may ask the person to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability. A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will ensure the customer with disabilities can access our goods, services or facilities by explaining why the animal is excluded and discussing with the customer another way of providing goods, services or facilities.

SUPPORT PERSONS

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

In certain cases, we might require a person with a disability to be accompanied by a support person for the health or safety reasons of the person with a disability or others on the premises.

NOTICE OF TEMPORARY DISRUPTION

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

 

TRAINING

The Business will provide accessible customer service training to all employees and volunteers, any person involved in developing our policies and any person who provides goods, services or facilities to customers on the Business’s behalf.

The training will encompass:

  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
  • the Business’s policies related to the customer service standard;
  • how to interact and communicate with people with various types of disabilities;
  • how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person;
  • how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities; and
  • what to do if a person with a disability is having difficulty accessing the Business’s goods, services or facilities.

Staff will be trained on accessible customer service as part of their training when they are first hired and again if changes are made to our accessible customer service policy.

FEEDBACK PROCESS

We welcome feedback. Customers who wish to provide feedback on the way the Business provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):

 

In-person or by mail at:

1305 Riverbend Rd, Suite 308, London, ON, N6K0J5

By telephone by calling: 519-641-6868   By email to: admin@lionheartpm.ca

The Business will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

All feedback received will be reviewed within a reasonable time period and the Business will take all appropriate steps to address any issues raised. All complaints will be processed in accordance with the Business’s complaints process.

DOCUMENTS

The Business will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Any policies of the Business that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

 

REVIEW OF THE POLICY

This Policy will be reviewed and may be amended from time to time based on the needs and experiences of the Business.