Frequently Asked Questions

Rent is due on the first day of every month.

Most residents use our Resident Portal, which allows you to pay online from any device.
Please contact us if you have specific needs.

After submitting your payment, it will appear as pending and then post to your account on the same day. Funds are typically withdrawn from your bank within 2–3 business days.

Yes. A confirmation email is sent immediately after your payment is submitted.
This confirms we received your payment, but it does not confirm bank clearance.

No. Your payment is recorded on the date you submit it, regardless of when the funds are withdrawn.

Yes. The Resident Portal allows you to schedule recurring payments, so rent is paid automatically each month. (Step-by-step instructions will be linked.)

Late fees follow Manitoba regulations. If rent is paid after the 1st of the month, a late fee of $12 applies starting on the 2nd, with an additional $2 per day until the rent is paid in full, up to a maximum of $100.

Example:

If rent is due on November 1 and paid on November 8:

• November 2: $12 late fee
• November 3–8: $2 per day × 6 days = $12
• Total late fee: $24

If your payment is returned due to non-sufficient funds (NSF) or another bank issue, please contact us right away at 204-222-2422 so we can help resolve the situation.

A $60 NSF fee will apply to returned payments. Late fees may also continue to accumulate until the outstanding rent is paid in full.

What’s included in your rent varies by building and suite. Each listing clearly outlines the utilities and services included, so we recommend reviewing the details of the specific property you’re interested in.

Our leases are typically fixed-term, usually 12 months.
Approximately three months before the end of your lease, we will contact you with renewal options.

Yes, with approval. All residents over 18 years old must be listed on the lease. Fees may apply. Please contact us before making any changes.

Yes, short-term visitors are welcome. For extended stays, please speak with your Resident Manager.

We will contact you before your lease ends to review renewal options.
If you’d like to discuss renewal earlier, feel free to reach out.

In accordance with Manitoba regulations, tenants may be eligible to assign their lease, subject to approval and applicable requirements.

Please contact your Resident Manager or email us at [email protected] so we can review your situation and guide you through the appropriate process.

A lease assignment means transferring your lease to another person, who takes over the remainder of the lease and becomes responsible for it. All lease assignments require prior approval from Thorwin.

In Manitoba, the security deposit is equal to half a month’s rent.

Rent increases follow the guidelines set by the Manitoba Residential Tenancies Branch.
You will always receive written notice well in advance.

• Your keys
• A move-in inspection completed together with your Resident Manager
• Information about parking, laundry, and building access
• Contact details for your Property Manager or Resident Manager

Yes. We will arrange a time for key pick-up and walk through initial instructions with you.

Tenant insurance is strongly recommended as part of your lease agreement, but it is not mandatory. It helps protect your personal belongings in case of events such as fire, water damage, or theft, and provides liability coverage if someone is injured in your suite or if accidental damage affects another unit.

Tenant insurance can also help cover temporary accommodation costs if you are required to leave your suite due to an insured event (e.g. water damage or fire).

If your building requires you to set up utilities, we’ll provide instructions before move-in.
Some buildings include high-speed internet in the rent.

Your move-in inspection is completed together with your Resident Manager at your key pick-up appointment. During this time, the condition of the suite is reviewed and documented.

Please submit a maintenance request through the Resident Portal or contact your Resident Manager.

You can submit maintenance requests directly through the Resident Portal.

Emergency examples include:

• No heat during winter
• Major water leaks or flooding
• Fire, smoke, or safety concerns
• Security or door access issues

For emergencies related to your building or suite, please call (204) 222-2422. This number is monitored during office hours and also serves as our 24/7 emergency contact for after-hours inquiries.

If the situation poses an immediate threat to your safety or someone else’s life, please call 911 right away.

Response times depend on the issue:

• Emergencies → Immediate response
• Non-urgent requests → Typically within 2-3 business days

If you suspect any pest activity, please submit a maintenance request through the Resident Portal as soon as possible.

Early reporting helps us arrange inspection and treatment quickly and prevents the issue from spreading. Our team will coordinate the appropriate next steps and provide instructions if preparation is required.

No. You are not required to be home. For non-emergency maintenance, we provide entry notice (typically 24 hours) in accordance with Manitoba regulations.

In the event of an emergency, entry may be required without prior notice. Approved maintenance staff and trusted vendors may access your suite to complete the work.

Yes. All Thorwin buildings are pet friendly, and we don’t ask for any type of deposit. We generally allow up to two pets (cats or dogs) with a combined weight of 40 lbs, subject to approval.

Pets can be registered at any time, including during your application or after you’ve moved in, subject to approval. We’ll ask for details such as the type of pet, weight, age, colour, and name.

We allow up to two pets (cats or dogs) with a combined weight of 40 lbs.

Some properties, such as townhouses or buildings with individual entrances, may accommodate larger pets, subject to approval.

For details specific to a property, please contact our Leasing team at [email protected].

Short-term pet visits may be permitted with approval. Visiting pets must not stay overnight or create ongoing occupancy, and all resident pets must be registered in accordance with Thorwin’s Pet Policy (will be hyperlinked with the policy).

Yes. Fish tanks or bowls up to 5 gallons (20 litres) are permitted.

Other small pets must follow building guidelines.

Most buildings have controlled access entry using keys or fobs.

Some buildings have on-site staff. Others are supported by roaming managers and 24/7 emergency support.

Please contact your Resident Manager to arrange a replacement. Fees may apply.

For ongoing concerns, contact your Resident Manager.

For immediate after-hours disturbances, you may contact the non-emergency police line (204-986-6222).

Yes. All Thorwin buildings are smoke-free. Smoking is not permitted inside suites, common areas, or other interior areas of the property.

This policy is outlined in your lease agreement and building rules. If you have questions about where smoking may be permitted outdoors, please contact your Property or Resident Manager for clarification.

Common areas should be kept clean, safe, and respectful for all residents.

Please contact your Resident Manager to check availability and rates.

Some buildings offer visitor parking. Restrictions may apply.

Rates differ by building and stall type. Your resident manager can provide current pricing.

Yes. Some buildings have designated areas for motorcycles and bicycles.

Written notice is required. We prefer that notice be provided by email, as this ensures it is received and documented promptly.

Residents are responsible for rent until the end of the lease term. Approximately three months before the end of the lease, we’ll provide a tenancy agreement renewal form. If you plan to move out at the end of your lease, you are encouraged to let us know or indicate this on the renewal form.

For more details, please visit the Manitoba Residential Tenancies Branch guide on giving notice.

You will receive a move-out package with detailed instructions.
This typically includes cleaning requirements, inspection steps, and key return details.

Keys should be returned in person. For more details, please check the move-out package.

Deposits are returned within the timeframe required by Manitoba law, once the move-out inspection is complete.

Common reasons include:

• Unpaid rent
• Excessive cleaning or damages
• Missing keys or fobs

Yes. We’re happy to walk through your suite before move-out to help you prepare.

You will receive an invitation email when you move in. Follow the link to set up your account.

The Resident Portal uses a password-free sign-in process. To access your account, enter the email address associated with your account, and you’ll receive either a one-time verification code or a secure login link by email.

If you don’t receive the email or are unsure which email is linked to your account, please contact us at 204-222-2422 or email [email protected].

Your balance will appear once your account is fully set up. If you need help, please contact our office at 204-222-2422.

It means your payment was submitted and is being processed. It will post the same day you submitted it.

Call 204-222-2422 or email [email protected].

You can view our full Privacy Policy (will be linked to the policy) on our website.

Thorwin follows the Manitoba Residential Tenancies Branch regulations for all leasing, rent, and tenancy matters.

Yes. All our leases comply with provincial guidelines.

You can visit the Manitoba Residential Tenancies Branch website for detailed information.

Our head office’s address is 1282 Archibald Street, Winnipeg, Manitoba R2J 0Z3
Phone: 204-222-2422
Email: [email protected]
Office hours: Monday to Friday, 8:30 a.m. – 4:00 p.m.

Please contact our office at 204-222-2422 and we’ll connect you with your assigned manager.

Please email [email protected] and our team will direct your message to the right person.