FAQs/Help

Account and Portal Access FAQs

How do I create a new account?

Click on the Register link on the left-hand side of the Landlord Portal. You will be asked for information based on the type of account you wish to create.

If you are a Landlord, you must enter your tax ID number (SSN) so that we can retrieve certain information, and to verify your account. Once verified, you can enter your online landlord portal account details that you would like to use when you login to the portal.

If you are an employee, you can complete the required form without entering your SSN.

How do I login?

To login to the landlord portal, enter your email address/user name and password on the left-hand side of the page. This information was required from you to setup your portal account.

I forgot my password, how can I retrieve it?

Click on the Forgot Password link on the left-hand side of the portal. You will be required to enter your email address/user name and answer your secret question that you selected when you created your account. Once you have entered the required account verification information, your password will be emailed/shown to you.

What is a security question?

The security question is used in case you forget your password. In order to have your password emailed to you, we require you to answer your security question as an added layer of security. Your security question is selected by you when you create your portal account.

How do I change my password or security question/answer?

Once you are logged in to the landlord portal, you can change your account information using the Update Portal Info link located on the left-hand side of the portal. You are allowed to update your email address, password, and security question/answer from that screen.

How can I associate multiple SSN/Tax ID numbers with one account if I already created individual accounts for these SSNs/Tax IDs?

If you created multiple user names and passwords because you have several SSN/Tax ID numbers with CMHA, and now you want to associate all of your SSN/Tax ID numbers with one landlord portal user name and password, you will receive a message that the number you are trying to add is already in use by another member. This happens because the landlord portal knows that a separate login is associated with the number you are trying to add.

In order to add SSNs/Tax IDs that are already associated with another account of yours, those other accounts need to be combined with one main login. To do this, follow the steps below:

1. Login to the landlord portal using the account information you want to use as your main account
2. Click the Update Portal Info link on the left-hand side of the screen
3. Click the "Click here to update the SSNs/Tax IDs associated with your account" link
4. In the middle of the Maintain your account SSN/Tax ID numbers screen, you will see a section called "Combine SSN/Tax IDs from another account". Follow the instructions in that section to combine your individual accounts into one main account.

How do I update my personal information that is not updateable on the Landlord Portal?

To update personal information that is not updateable by using the Landlord Portal, you must complete a Change Request Form. Click the Change Request Form link on the left-hand side of the page and complete the necessary information on the form that appears.

Once we receive your request, a CMHA employee will review the request and make the necessary changes to your account. Once the change has been made by a CMHA employee, it may take up to 24 hours to appear on the Landlord Portal.

How do I setup email and text message notifications?

For step-by-step instructions on how to setup email and text message notifications, please refer to the Landlord Portal User Guide (pages 7-8). The user guide can be found here.

How can I check the status of my change request?

Once you are logged in to the Landlord Portal, click the Change Request Form link on the left-hand side of the screen. If you have a pending request, it will be shown when the page loads.

You can view your pending, completed, and cancelled requests by clicking on the Request History tab that appears after you click the Change Request Form link. Once a CMHA employee has made the change you requested, your request will be moved to the appropriate category. Select the category of the request you would like to view from the drop down list.

How can I change the information on a pending change request?

You are not permitted to make changes to a pending request. If you would like to update a pending request, you must cancel the pending request and re-submit a new request.

Exporting Landlord Portal Data to Excel

How do I save my landlord data to Microsoft Excel?

Units, statements, and inspections can be exported to Microsoft Excel by clicking on the Export to Excel link on the appropriate pages.

You will then be presented with export options that allow you to export all information, or on-screen information for the tab you are currently viewing. You can also select which information you would like in your Excel document.

When you have selected your export options, click the Export button.

Once your Excel document has been created, you will be shown a link to view/save it.

My Unit FAQs

How do I view details about each unit?

Click the icon next to the unit row, and you will be shown additional information related to that unit.

Remittance Statement FAQs

What are remittance statements?

Remittance statements are issued by HCVP. These statements summarize the HAP paid to you by date and by client name. The statements also provide adjustment information to assist you in reconciling financial records. Two years of prior remittance information will be maintained on this portal.

How do I view my remittance statements?

You must be logged in to the Landlord Portal to view your remittance statements. You can access your statements in one of two ways:

1. Click the icon on the My Units page next to the unit you would like to view the statements for.

2. Click the Remittance Statement tab at the top of the page. You will be shown the past two year's statements by default if you have not selected a unit from the My Units page. Use the search feature to view statements for a specific check or address.

Can I receive my HAP by Direct Deposit?

Yes. All new owners are required to go on direct deposit to receive HAP payments, and existing owners are encouraged to sign-up for direct deposit. To sign-up, complete the form found on the HCVP documents page entitled "Automatic Deposit".

Inspection Related FAQs

What are inspection results?

Possible inspection results are:

Pass: The unit has complied with Housing Quality Standards (HQS).
Fail: The unit has failed inspection, or no entry was gained to the property.
Fail-Tenant: The unit has failed inspection, but the tenant is responsible.
2nd fail-abate: The unit has failed for a 2nd time following a first failure.
Final Fail: The rental unit has failed.

How do I view my inspection results?

You must be logged in to the Landlord Portal to view your inspection results. You can access your inspections in one of two ways:

1. Click the icon on the My Units page next to the unit you would like to view the inspections for.

2. Click the Inspections tab at the top of the page. Use the search feature to view inspections for a specific address.

How do I view failed items for each inspection?

Load the property you wish to view inspection details for. Click the icon next to the inspection you would like to view failed items for.

1099 FAQs

What is a 1099?

Form 1099 is an information form issued by the IRS. The HCVP is required to provide this form to you and report the same information to the IRS on an annual basis. The HCVP issues Form 1099-Misc to any owner who receives $600 or more in HAP during a calendar year. Total HAP paid is displayed in Box 1 of the form. By January 31 we will publish the 1099-Misc on this portal in order to summarize payments to you for the prior year. This portal will contain the 1099-Misc forms for the prior three years.

How do I print my 1099?

Load the 1099 form you want to print by selecting the year from the drop down list. Once your 1099 form is loaded, click the icon.
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