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The Complaint Log: The Intake-to-Close Checklist for Ontario Landlords
A 19-point system for handling every tenant complaint — one log for every channel, the 24-hour acknowledgment clock, five-lane triage, the five-field record, the close-the-loop message most landlords skip, and the middle-chair route for neighbour complaints that keeps everyone's dignity intact. Run the first five stations well and the Board stays theoretical.
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All 5 steps
- Land every channel in one log — a complaint that lives only in a text thread is a complaint the system can't see
- Acknowledge inside 24 hours as its own deliverable: received, what happens next, when you'll hear back
- Record five fields per issue: date and time, contact and unit, description, actions with timelines, follow-up and outcome
- Close the loop on every fix — the thirty-second message is the part tenants remember at renewal
- Run the middle-chair route for neighbour complaints: hear, log, converse, document, measure against the standard, N5 last
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