Frequently Asked Questions

General

What is the reasoning for limiting storage unit access to amenity hours (5am - 12am)?

Statistically, most thefts and vandalism in storage rooms take place during those hours because the parkade is quiet. You can gain access to it after hours; you just need to ask the concierge to fob you in!

What is a CARE Report?

This is a report we create when something happens that needs to be investigated. It’s used to record the issue and collect information related to it for action, either a notice, a warning, fine, suspension, or other actions like repair or further investigation.

Parking

Cell phone reception is terrible underground?

We have WiFi provided underground, you can turn on Wi-Fi Calling on your phone. Wi-Fi Calling is a feature that allows you to make and receive phone calls, send and receive text messages, and access other voice services over a Wi-Fi network instead of using a cellular network.

Is there a car wash?

Yes, there are car wash stations on parking level 7.

I am having issues with the parking arms

You may already have an account here. <a href="https://onnigroupcanada.parkitmonthly.com/">Onni group Canada</a>. Try "I forgot my password". You should see this "Current Parking Requests". You can "edit" your account and check parking info. Check you have 1 request; it needs to be accepted, and the license plate is correct.

If you don’t have an account, you’re not registered

Would someone else in your house have filled out the form with their email address? The early days here, the parking arm was just opening for everyone, so it may have "worked" for you before, but your license plate might not have been actually registered. Follow directions here: <a href="https://l.facebook.com/l.php?u=https%3A%2F%2Fgilmoreplace.blob.core.windows.net%2Ffile%2FNovember21-2024-ResidentialParkingGateArmAccessRegistry_105614.pdf">Register in parking Whiz App</a>. Try "I forgot my password". You should see this "Current Parking Requests". You can "edit" your account and check parking info. Ensure you have 1 request, it needs to be accepted, and the license plate is correct.

Can I remove the credit card?

The system doesn’t bill you monthly. This was a requirement of the parking Whiz app to collect the credit card details. However, if you don’t want them stored, once you have logged into the portal above, you can 'edit' your account and go to the 'billing' tab. From here, you can change the method of payment to pay invoices manually.

Still Experiencing Issues?

The only people that can help you are Seymour Parking. If that doesn’t work, try emailing support@seymourparking.com. When you email, provide the license plate number. If you read this before you have an issue and you take a ticket to get in, keep the ticket and take a photo. Send the photo of the ticket with your license plate number. Seymour Parking can use that to look up what happened in the logs. If you don’t provide these details, they can’t check anything.

Your Unit

How can I mount my TV on the wall in the lounge?

he units have 3/4 inch plywood behind the area where the TV should be mounted...

My HVAC isn’t working sometimes with a smart system like Ecobee or Nest?

There is a setting "Compressor Min Outdoor Temperature" which by default is set to 1.7 degree. Household split unit heat pumps have the compressor on the outside of the building, but in a condo like ours, the compressor is inside our unit. This setting is set at 1.7C to protect the compressor if it is outdoors, so you can safely set it to as low as a temperature as possible or fully disable it if you have the option.

The smoke alarm is very sensitive and goes off when I’m cooking?

Turn the fan onto maximum. If you still have issues, try turning down the heat. open the door to the balcony to vent smoke. Never open your door to your hallway as you may trigger the smoke alarm for the building which means the Fire department will be dispatched!

What can I change in my unit?

No Approval Needed: Painting, replacing appliances, replacing interior fixtures, switches (no structural/plumbing/electrical work). Approval Needed: Changes impacting common property, noise levels, or safety, such as: Flooring changes (e.g., carpet to laminate), as this can increase noise. Strata bylaws usually require noise mitigation (e.g., soundproof underlay) and prior approval. Modifying walls, plumbing, electrical systems, or exterior elements like windows or balconies.

I have grey countertops that stain easily. What can I use to clean them?

In the care manual, it says you can use "Bar Keepers Friend." It’s a product that has been shown to be effective.

What is the difference between electricity and hydro on the strata breakdown?

Hydro refers to water for the entire building, whereas Energy is the electricity from BC Hydro. Water for all units is covered by strata fees, but each unit pays for its own electricity. The main boiler for hot water and the heat pump is provided by strata, as well as the cooling tower for AC. However, each resident pays for the electricity to run their individual heat pumps.

Heating and cooling: How does it work?

The heat pump is the main source of heating and cooling for the building. Fan coil units provide both heating and cooling for individual units. Additionally, the building supports the heating and cooling systems for lighting, hallways, and elevators.

Where is the strata insurance details for my unit?

Its located on myRanchoStrata

Washer & Dryer Maintenance Guidelines

Please take a few moments to review the proper usage and maintenance requirements for your in-unit washer and dryer. This also addresses the prevention of the dryer leaking through ceiling and ensures safe operation, preserves appliance efficiency, and protects your manufacturer warranties.

Watch the instructional video here:

https://stratacouncil.gilmoreplace.info/DryerAndWasher

Task Summary

Dryer Maintenance

Open Laundry Door During Use: ensure the door is open for proper intake airflow during dryer operation.
Primary Lint Trap: Clean after every use.
Secondary Lint Trap: Clean at least once a week, or more frequently if needed.
Important: Failure to clean regularly and use with door open may void the dryer’s warranty.

Washer Maintenance

Detergent: Use only high-efficiency (HE) detergent.
Detergent Container: Rinse out monthly by removing and cleaning the siphon.
After Operation: Leave the washer door open to allow residual water to dry, preventing mold growth.
Pump Filter:
Location: Bottom left of the machine.
Place a towel or tray below before opening to catch water.
Rotate the cap counterclockwise to remove the filter.
Clean thoroughly and re-secure by rotating the cap clockwise.
Clean 5–6 times per year.

We appreciate your cooperation in following these guidelines to extend the life of your appliances and avoid unnecessary repair costs.

If you have any questions please email your strata agent.

Reporting Issues

What do I do if I smell someone smoking cannabis or cigarettes?

If you notice smoke entering your unit, please contact the Concierge team immediately. We will investigate the source of the smoke to ensure it complies with building rules, as smoking inside/outside units is prohibited. Any verified incidents will be documented in CARE reports for follow-up. Rest assured, the Concierge team will never disclose your unit information during the reporting process.

What if a unit is making noise after 10pm?

Contact concierge and they can come knock on the door and record the issue. We can issue a warning and fines if the behavior continues.

What if I see someone not cleaning up after their dog?

This is really sad that a resident wouldn't do that. Take note of the date and time and the area and report it to the Rancho agent or to the concierge. They will create a CARE report and hopefully track down who it is. DNA Dog registration is incoming.

Something else?

Email your strata agent with as many specifics as you can. You can find there details in the rService portal

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