Maintenance and Repairs

January 24, 2025 Published by Golden Horseshoe Chapter - By Hayden McCartney

Water Damage in Vertical Communities: A Guide for Property Managers, Residents, and Condo Boards

From the Volume 22, Winter 2025 issue of the CCI GHC Condo News Magazine

Introduction: Setting the Stage

Picture this: A water line bursts on the 12th floor of a condo building during a busy weekday morning. Within minutes, water cascades into units below, seeping into ceilings, walls, and shared spaces. Residents panic, the property manager fields frantic calls, and the condo board scrambles to determine the next steps. Sound familiar?

Water damage is one of the most common, and challenging, issues faced in vertical communities. To help you navigate such incidents, this article answers common questions posed by property managers, residents, and board members.

For Property Managers

Q1: What should be the first step when water damage occurs in a building?

The first priority is to ensure the safety of residents and the property. Quickly assess the extent of the damage and determine if immediate action is needed to mitigate further issues, such as shutting off the main water supply. Contact restoration experts as soon as possible and notify the condo board and affected residents.

Q2: How do I prioritize and coordinate the mitigation and repair process?

Water damage projects typically consist of two main phases: mitigation and repair. The mitigation phase involves removing water, drying the affected areas, and preventing further damage. The repair phase follows and includes fixing structural elements, replacing damaged materials, and restoring the building to its original condition. Ensure that the restoration contractor coordinates with you and provides updates throughout the process. Clearly communicate timelines and expectations with residents and the condo board.

Q3: How do I manage communication between residents and restoration contractors?

Maintain open lines of communication by relaying information from the restoration team to residents and vice versa. Provide regular updates and address any concerns promptly. Set expectations about noise, access to units, and the timeline for restoration work. This helps to keep everyone informed and minimizes frustration during the process.

Q4: What documentation should be collected for insurance purposes?

Collect detailed photographs of all affected areas, including structural damage, items that need repair or replacement, and any other impacted areas. Retain any failed plumbing parts or appliances that may be relevant for subrogation opportunities with the Corporation’s insurance. Ensure thorough documentation, as this is crucial for possible legal and insurance purposes.

Q5: What is the role of the property manager in coordinating with the condo board during a water damage incident?

The property manager acts as the main liaison between the condo board, residents, and contractors. It’s essential to communicate updates to the board and work closely with them to assess the situation, make decisions, and ensure all necessary steps are taken to handle the incident efficiently.

For Residents

Q6: What responsibilities do residents have during a water damage incident?

Residents should report any signs of water damage or potential issues to property management immediately. They should also ensure that their personal belongings are moved away from affected areas to prevent further damage. Your Condo Corporation is responsible for covering damages to finishes that fall under the Standard Unit Definition. It’s important to communicate with your property manager to confirm what items they will be addressing. Anything above and beyond these items would fall under the Unit Owner's insurance policy. Personal belongings, including appliances, are the responsibility of the resident.

Q7: How can residents best support the restoration efforts in their unit?

Be proactive in communicating with your property manager and the restoration team. Allow access for inspection and repairs as needed, and keep personal items out of the way to facilitate work. Document any damage thoroughly for your insurance claim.

Q8: What can I do to stay informed during the restoration process?

Regular updates from the property management or condo board are essential. Be sure to ask questions about the timeline, next steps, and any changes that may affect your unit. If you have engaged your personal insurance company, try to establish a clear avenue of communication between your adjuster and those representing the Condo Corporation to ensure everyone is on the same page. If you haven’t received updates, don’t hesitate to reach out for more information.

Q9: What should residents do to prepare for potential water damage incidents?

Residents should take proactive measures to prevent water damage, such as checking for any leaks or signs of water intrusion and reporting them to property management immediately. Keep important items elevated and away from potential water sources and ensure that personal insurance coverage is up to date. Familiarize yourself with emergency procedures and know the location of the main water shut-off valve to minimize damage if an incident occurs.

Q10: How can residents best protect their personal belongings?

Protect personal belongings by moving them to higher ground or storing them in water-proof containers. Use furniture risers or waterproof mats to elevate valuable items off the floor. Additionally, consider purchasing renters’ insurance to cover personal property in case of damage that is not included under the building’s insurance policy.

For Board Members

Q11: What role does the condo board play during a water damage incident?

The condo board oversees the response, ensuring that proper procedures are followed and that communication between residents, property management, and restoration professionals is clear. The board may also help manage insurance claims and work with the property manager to coordinate repairs and support residents during the process.

Q12: How can the board best communicate with residents during a water damage incident?

Use multiple channels, such as emails, notices, and meetings, to keep residents informed. Provide timely updates on the status of the restoration, expected timelines, and any necessary actions residents need to take. Be transparent and empathetic to address residents' concerns and answer questions.

Q13: How should the board manage communication with the insurance company?

Work closely with the property manager to provide all necessary documentation to the insurance company. Be clear about the extent of the damage, the expected costs, and any potential claims for subrogation. Engaging with the restoration contractor early to set financial reserves for emergency and repair work can help determine if a claim is needed and minimize delays throughout the project. Keep an open line of communication with the insurer throughout the process to ensure claims are processed smoothly.

Q14: What should the board do to prepare for potential water damage incidents?

The board should ensure that the building's maintenance schedule includes regular inspections of plumbing, mechanical systems, and common areas to identify and address potential issues early. Establish an emergency response plan and communicate it to all residents. Make sure that the property management team, as well as any onsite maintenance and cleaning staff, are aware of the procedures for dealing with water damage. Review insurance coverage to understand what is included and what may need additional coverage. Having an up-to-date contact list for emergency services and restoration contractors can also help ensure a quick response if needed.

Q15: What are the most important takeaways for residents, property managers, and board members when dealing with water damage incidents?

Prioritize safety and immediate action. Ensure open communication between all parties involved and follow a well-structured plan for assessment, mitigation, and repair. Keep accurate documentation of damages and engage with insurance providers early to streamline claims. Residents should report issues promptly and be proactive in protecting their belongings. Property managers and boards should stay informed, coordinate effectively, and ensure that emergency resources are available.

Conclusion:
Key Takeaways

Water damage in vertical communities is inevitable but manageable with a proactive approach. By understanding your role—whether as a property manager, resident, or board member—and having a clear plan in place, you can minimize disruption and costs. Remember, partnering with experienced restoration professionals and maintaining open communication are critical steps toward a successful recovery.

And while no one wants to deal with water damage, with the right approach, it can be just another challenge tackled by a well-prepared team. Here’s to a dry and stress-free future!

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Hayden McCartney is the Vice President and Senior Project Manager at ServiceMaster of Oakville Restore. Since joining the company in 2012 as a restoration technician, Hayden has gained hands-on experience across multiple roles within the organization, building a deep understanding of restoration services. Specializing in Condominium Property damage restoration, Hayden combines expertise with a collaborative approach to deliver efficient and reliable solutions for clients.

ServiceMaster of Oakville Restore
(905) 847-0995
haydenm@svmoakvilledr.com