What to Do If Keys Aren't Ready on Move-In Day NL

Arriving on move-in day and finding the keys arent ready is stressful, but there are clear steps tenants in Newfoundland and Labrador can take to protect themselves. Start by contacting the landlord or property manager calmly and asking for an exact time for access, then document every contact. Keep a record of texts, emails and call times, and take photos of any written notes or messages. If you must book temporary accommodation, keep receipts. Knowing your rights under provincial residential tenancies rules and the process to apply for a remedy will help you make choices that protect your deposit and your schedule.

Immediate steps to take

Take quick, practical actions to create a clear record and reduce costs or inconvenience:

• Call or message the landlord or manager to confirm the expected arrival time of keys and request written confirmation.
• Ask for a specific time window and a follow-up notice if the keys will be delayed beyond that window.
• Document all communications with date, time and names; keep screenshots, emails and photos as evidence.
• If you incur reasonable extra costs (hotel, storage, moving helpers), keep all receipts to support reimbursement or a claim.
• Do not force entry; illegal entry can harm your legal position and safety.

Requesting temporary solutions

Politely ask the landlord about short-term options: can you access a portion of the unit, get a spare key, or be offered a discount for inconvenience? Request any agreement in writing so you have proof of the offer and its terms. If you need to stay elsewhere overnight, ask whether the landlord will cover reasonable lodging costs.

When to involve official services

If the landlord does not cooperate or you believe your tenancy start date is being frustrated, you can contact the provincial Residential Tenancies office for guidance and to learn about filing an application to resolve the dispute^[1]. Review the relevant residential tenancies legislation to understand statutory timelines and remedies^[2]. If a formal application is needed, use the official application form and follow filing instructions carefully^[3].

Documenting your situation

Good evidence improves your chances if you need an adjudicator or mediator to consider your case. Make a timeline of events, save photos of the building entrance and any posted notices, and collect receipts for alternative accommodation or moving costs. If other tenants were also affected, short signed statements from them can help.

Practical moving tips and inspection reminders

When you finally receive keys, do a prompt initial inspection and record any existing issues on the move-in report. Use a checklist and take time-stamped photos or video of each room. For guidance on preparing for move-in and protecting your interests, see Essential Tips for Tenants When Moving Into a New Rental Home and the Guide to the Initial Rental Property Inspection for Tenants.

When to seek reimbursement or a remedy

If you suffer actual costs because the keys were not ready, you can request reimbursement from the landlord. If they refuse, you may file an application with the Residential Tenancies office to seek an order for compensation or other remedies. Be ready to show your written communications, receipts and photos. If the issue involves a safety or habitability problem that prevented access, those facts can affect the outcome.

Common landlord responses and how to reply

• If a landlord apologizes and offers a small rent reduction, ask for the offer in writing and confirm how it will appear on your account.
• If a landlord suggests you should have waited or blames a third party, keep your focus on dates, communications and receipts rather than assigning blame.
• If you suspect retaliation for raising the issue, record the exchange and seek advice from the Residential Tenancies office or a tenants rights clinic.

FAQ

What should I do first if the keys arent ready at move-in?

Contact the landlord immediately, request a specific delivery time in writing, document the communication, and keep receipts if you incur extra costs.

Can a landlord make me pay for temporary accommodation?

Only if you agree or if the landlord is required to cover costs by an adjudicator; otherwise, keep receipts and seek reimbursement through the Residential Tenancies process if reasonable.

How do I file a complaint or application in Newfoundland and Labrador?

Use the official application process through the provincial Residential Tenancies office and include your evidence and receipts with the application form.

How-To

1. Call or message the landlord to confirm key arrival time and request written confirmation of the new time.
2. Document every contact with dates, times, names and screenshots of messages.
3. Pay or cancel temporary accommodation as needed and keep all receipts for potential reimbursement.
4. If the landlord refuses reasonable remedies, prepare and submit an application to the Residential Tenancies office using the official form.
5. When given access, perform the initial inspection and record any damages or missing items immediately.

Help and Support / Resources

• Service NL  Residential Tenancies information
• Residential Tenancies Act (Newfoundland and Labrador)
• Residential Tenancies Division  Application form

1. [1] Service NL  Residential Tenancies information
2. [2] Residential Tenancies Act (Newfoundland and Labrador)
3. [3] Residential Tenancies Division  Application form