4.0 Maintenance and repairs
The Canadian Forces Housing Agency (CFHA) is responsible for maintaining the premises to a standard that prevents health, safety or security issues for its occupants. The Occupant is responsible to maintain the premises to an acceptable standard by informing their local Housing Service Centre (HSC) immediately when damage occurs, or repairs are required, by submitting the online Repair or maintenance request form, or calling or sending an e-mail to the HSC.
4.1 Routine maintenance repairs
If the Occupant does not report apparent damages and/or deficiencies that may lead to additional damage, they will be held liable for all associated costs of repairs. All routine maintenance requests are recorded and, in some cases, a CFHA staff member will need to inspect the premises to assess the repairs required.
Note
CFHA requires that all work completed by a contractor be verified by phone or physically inspected before the payment can be processed. CFHA will contact occupants to confirm if the work has been completed or to request an appointment to inspect the work. We ask that you respond within 72 hours.
4.1.1 Maintenance inspections
To ensure the continued safety, efficiency, and longevity of residential housing units (RHUs), CFHA conducts periodic inspections of the property and mechanical equipment. These inspections are essential to maintain suitable housing standards and to plan for future maintenance and renewal activities.
4.1.2 Condition assessments
CFHA conducts Condition Assessments to evaluate the condition and remaining lifecycle of RHUs and their associated structures. The information collected helps plan maintenance, recapitalization, and renewal activities across the housing portfolio.
Assessments are performed by trained CFHA Technical Officers who complete visual inspections of both interior and exterior areas of the RHU. Each RHU is assessed approximately every three years. While many inspections occur in vacant units, some are carried out in occupied homes to maintain the schedule.
If your RHU is selected, your local HSC will contact you in advance to arrange a convenient time. The inspection typically takes about 30 minutes. If scheduling is difficult, contact CFHA for assistance through your Chain of Command.
4.1.3 Annual equipment inspections
CFHA conducts annual inspections and maintenance of key mechanical equipment within RHUs. These inspections ensure the proper operation, safety, and efficiency of systems such as furnaces, heat recovery ventilators (HRV/ERV), and hot water tanks.
Your local HSC will inform Occupants when the inspection period begins. CFHA contractors will then contact Occupants directly to schedule appointments.
4.2 Emergency repairs
An emergency is a situation that presents an immediate risk to health or safety, may cause major damage to property if not addressed right away, or creates severe hardship for Occupants. These situations are treated as urgent to prevent harm or further damage. CFHA reserves the right to determine what qualifies as an emergency repair. When an emergency occurs, Occupants must contact their HSC by phone to request immediate assistance.
Examples of emergencies include, but are not limited to:
- A burst water pipe that cannot be contained.
- A completely blocked toilet when there is only one toilet in the RHU.
- Sewer backup or flooding inside the RHU.
- Smoke, sparks, or burning smells from electrical panels, outlets, or fixtures.
- Furnace or heating failure during the cold season.
- No hot water for extended periods or when it poses significant hardship (e.g., households with infants).
- Fire damage.
- Serious roof, window, or basement leaks that allow water intrusion and cannot be contained.
- Broken exterior doors or windows that prevent the RHU from being secured.
- Situations posing immediate risk, such as fallen trees.
4.2.1 Power failure
- Check the circuit breaker switches in the electrical control panel to ensure they are all in the “ON” position.
- If any breaker is in the “OFF” position or in a middle (tripped) position, switch it fully to “OFF”, then back to the “ON” position.
- If the control panel shows all breaker switches in the “ON” position and there is still no power, check with your neighbours to determine whether they are also experiencing a power failure. If they are, it is likely a power outage affecting the area. Ensure the issue has been reported to the local service provider.
- If the failure appears to be confined to the RHU, contact the HSC during regular working hours or Emergency After-Hours Response Service (EAHRS) outside of regular working hours for assistance.
Refer to section 4.3 Emergency After-Hours Response Service (EAHRS) for more information.
4.2.2 Heating failure
- Confirm the circuit breaker switch in the electrical control panel labelled “furnace” is in the “ON” position.
- Check the thermostat for proper operation and replace the batteries. Verify the thermostat is set to “HEAT” and the temperature (above current room temperature) setting is appropriate.
- Check if the manual gas shutoff valve external to the furnace is in the “ON” / “OPEN” position.
- If your RHU is heated with oil, check the fuel gauge and contact your local service provider if the fuel level is low.
- Check the emergency power switch (typically located in the proximity of the furnace and affixed to the ceiling) is in the “ON” position.
- Verify that the filter is clean and if the door is properly closed.
- Check the outside intake and exhaust vents for blockages (it is important to keep vents clear of snow and/or ice build-up in the cold season).
- If your RHU is heated with a heat pump, ensure that the back up or supplemental heat is activated in the thermostat and control settings.
- If there is no improvement, call the HSC during working hours, or EAHRS, if outside of regular working hours, for assistance.
4.2.3 Electric or gas water heater failure
- Confirm the circuit breaker marked “hot water heater” is in the “ON” position in electrical control panel.
- If there is no improvement, call the HSC during working hours, or EAHRS, if outside of regular working hours, for assistance.
Failure to follow the above steps may result in unnecessary emergency calls which CFHA may charge to the Occupant.
4.3 Emergency After-Hours Response Service (EAHRS)
CFHA provides after-hours service for emergencies which may affect the health and safety of the occupants or cause significant damage to the premises. Please refer to section 4.2 Emergency repairs for more information.
The purpose of servicing an emergency repair request is to render the situation safe. Full repairs will be conducted as determined by the HSC and may only be addressed on the next business day.
The phone number for the EAHRS is 1‑800‑903‑2342.
4.4 Temporary relocation
If a circumstance arises during regular business hours which requires the occupant to temporarily evacuate their RHU, such as an unscheduled disruption of essential services (e.g., heat) or other unplanned disruption (e.g., flooding, fire, sewer backup, etc.), emergency repairs, or other reasons not attributable to the negligence of the Occupant, the occupant must contact the HSC for the provision of temporary housing and approval.
If the circumstance occurs after regular business hours, the Occupant should contact EAHRS for instructions. Please refer to section 4.3 Emergency After-Hours Response Service (EAHRS) for more information.
The Occupant is responsible for contacting their insurance company to secure housing if emergency housing is not approved.
4.5 Light bulbs, fluorescent tubes and fuses
CFHA will provide the initial supply of light bulbs, including fluorescents and fuses (where applicable) for each initial occupancy. All replacements are the responsibility of the Occupant. All light bulbs must be fully functional and of the appropriate wattage at the end of occupancy.
4.6 Mechanical equipment operation
CFHA is responsible for maintaining the mechanical and ventilation systems within the RHU, including the furnace, hot water tank, HRV/ERV, and other related equipment. These systems are essential for heating, air quality, and occupant safety.
Filter replacement and other maintenance tasks are carried out by the CFHA during the annual inspections to ensure the safe and efficient operation of mechanical and ventilation systems. For more information on annual maintenance, refer to section 4.1.1 Maintenance inspections.
Between the CFHA’s annual inspections, Occupants are responsible for performing the following actions to support the safe operation and energy efficiency of mechanical systems:
- Replace or wash furnace filters, as applicable, every one to three months at Occupant’s expense, following manufacturer’s instructions.
- Clean and maintain the furnace humidifier, if applicable, including wiping or rinsing interior components such as trays, discs, and filters to remove residue or mineral buildup.
- Wash or replace heat recovery ventilator filters according to manufacturer’s instructions.
- Keep at least 75 cm (30 in) of clearance around all mechanical equipment, including the furnace, heat pump, heat recovery ventilator, hot water tank, and electrical panel.
- Ensure heat ducts, cold air returns, and vents are unobstructed by furniture, curtains, or other objects to maintain proper air circulation and consistent room temperature.
- Clean the dryer vent hose and exterior hood regularly to prevent lint buildup and reduce fire risk.
- Remove snow, ice, and debris from exterior vents, intakes, and exhaust openings to maintain airflow.
- Set the thermostat between 18C (63°F) and 22°C (72°F) to minimize heating costs and to reduce the impact on furnace lifecycles.
- Use plastic deflectors over floor ducts to help direct and circulate heat more effectively.
- Report any leaks, unusual noises, or mechanical issues to the HSC promptly.
If you require assistance with any ongoing maintenance procedures, please contact your local HSC for support.
4.7 Drainage systems
Occupants play an important role in keeping the drainage system functioning properly. Improper use can lead to blockages, backups, and costly repairs.
Do not put foreign or hazardous materials into sinks, tubs, or toilets. Remove hair and debris from strainers in sinks and showers and dispose of it in the trash or compost.
If a drain becomes slow or plugged, try using an organic drain cleaner or a mechanical tool (such as a plunger or drain snake). If the issue persists, contact HSC or maintenance line as soon as possible to report the problem. Where the blockage is found to be caused by a foreign object (e.g., toys, wipes, sanitary products, etc.), the Occupant will be responsible for the cost of repairs.
4.7.1 Toilets
Only human waste and toilet paper should be flushed down the toilet. Flushing any other materials can cause serious plumbing issues and environmental contamination.
The following items must never be flushed down the toilet:
- Bathroom wipes (adult or baby wipes), including wipes labeled as “flushable”.
- Menstrual hygiene products
- Paper towels or napkins
- Condoms
- Cotton balls or swabs
- Prescription or over-the-counter medication
- Cigarette butts
- Band-aids
- Dental floss
- Fats, oils, grease, or food leftovers
- Cat litter or animal waste
- Disposable or cloth diapers
These materials do not break down easily and can clog property laterals or main sewer lines. They must be disposed of in the trash or, in the case of medication and other hazardous materials, through pharmacies or local hazardous waste programs.
4.8 Appliances
If your residential housing unit includes appliances provided by CFHA, please contact your local HSC for details regarding maintenance and service arrangements.