December, 20 2022 Published by London and Area Chapter - By Trish Kaplan, Contributions by Alana Haggis, RCM

Q&A: Communication Techniques & Policies

From the CCI Review 2022/2023-2 November 2022 issue of the CCI London Chapter

Many Condominium Managers find that the influx of communications have put a strain on their productivity in managing the way they used to. We asked a number of managers the following questions. Alana took the time to respond on her communication techniques and policies.

Q—Do you have a policy and online automated procedure and fol-low-up in place to respond to owners who report maintenance and/or other issues they may be concerned with or experiencing that is not an emergency?

A—We do not have an online profile for maintenance. However, every unit owner is able to email me directly regarding any potential concern. Once that is received I use a project tracker for all of my corporations.

Q—What would you consider the most reasonable timeframe to re-spond to an owner who has placed a report, that is not an emergency?

A—24 to 48 hours maximum (weekends)

Q—What is your best practice in communicating new policies/procedures to your communities?

A—I reach out to all of my owners via email and hard copy.

Q—Is creating policies and procedures to respond to owners a team effort with the board or is this left to management?

A—That question depends on the corporation: both are applicable to me depending on the board.

Q—Do you keep owners in the know on policies and procedures and/or other issues that may develop within the corporation that might slow the response to their report and/or to the particular chal-lenge to planned projects?

A—Yes, of course. The unit owner is waiting for a resolution-they need to know what is happening to slow that process down.

Trish Kaplan, CCI (Hon’s) is the current part-time Administrator for the chapter; having served in the position from April 2003 to September 2010. She received the CCI Distinguished Service Award from CCI National in November 2006. Trish served as a director on the chapter board from 2010-2015 and was subsequently returned to the position of Administrator.

Trish is a condominium owner, served as a director of the corporation she resides in for a time and is a retired condominium manager.

Her experience in the different areas of condominium continues to be a benefit to the chapter and its members.


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