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Coping in condos What managers learned from the coronavirus so far
COPING IN CONDOS What managers have learned from the coronavirus so far
Condo communities are facing many uncertainties as the rapidly shifting COVID-19 pandemic unfolds. With tight living quarters and frequent opportunities for residents to criss-cross paths, multi-unit residential buildings have qualities that make slowing the spread of the virus more challenging. The coronavirus is testing the resilience of these communities, adding pressure to daily operations. CondoBusiness reached out to property managers and a few building service providers to get a sense of how they are coping, lessons learned so far and how this crisis might change the way condos are managed in the future.
“This is a scary time for anyone who ventures outside of home and condo managers are not immune to that fear. I suspect that once this is over most condo’s will have invested in technology that will help them moving forward. I also think that managers are relearning how to manage a condominium from a distance. We have less visibility, but I for one am more busy now than I was under normal circumstances. Directors are learning to meet virtually and are discovering that it’s just as efficient, if not more efficient than sitting face to face.
This pandemic is terrible, no question, but we have to find that silver lining wherever we can and perhaps the forced learning of new ways will leave post-COVID-19 condos in a much better place. Even basic occupational health and safety requirements for work places seemed to be the first thing cut if budgets had to come down. Now we are seeing boards of directors paying attention to the OHSA requirements and taking a different look at the workplace that they are responsible for. While COVID-19 is still fresh in everyone’s memory, new budgets will reflect the currently overlooked areas and processes, and that is a good thing. When this is over, we must sit down and analyze what went well and what didn’t, and take steps for the next time a pandemic is declared. I believe that it is only a matter of time before the next deadly outbreak comes. ” Murray Johnson, vice-president of client operations at Crossbridge Condominium Services
“One the main changes that may take place due to the coronavirus pandemic is a shift to working at home. Companies are quickly learning that letting their staff work from home is not only possible with today's technology, but that it can potentially save them thousands in rent and office expenses. Add to this the positive benefits associated with the reduction in commute times, and I could see a big push coming from employers to continue allowing work from home. What I hope to see from developers is a push to start building in rentable workspaces as part of the building amenities. A condo tower with a dozen or so offices and a conference room would allow at least some of the residents to work from home without actually being at home. This could mean more revenue for the condo, and a lot less cars on the streets. ” Eric Plant, director at Brilliant Property Management Inc.
“As we are now coping everyday with the devastation of COVID-19, being human and keeping cautiously optimistic, we know that this will also pass. Along with finding the best way to fight this virus is to compile a list of some sort of “lessons learned,” in order to be better prepared next time. Most condominiums did not have pandemic mitigation plans in place when all this started. So far, we learned we need clear operational procedures dealing with closing facilities, deliveries and parcel delivery in case of a pandemic, communication with residents and clients, how visitors and service providers access the buildings, and enhanced cleaning and disinfection procedures, specifically tailored for virus/pathogen outbreaks. Along with fighting the virus we need to get better prepared and learn from everything that we are doing now to curb the spread and reduce the impact on our communities for the next time we are faced with a similar threat. ” Bogdan Alexe, president and CEO of B1 Management Group Inc.
“Life in condominium communities took an unforeseen twist, leaving corporations without the control mechanisms needed within each condominium or strata’s own governing documents. While in Ontario Section 117 of The Condominium Act, 1998, offered some ability to restrict common element access, there was not a clear sense of being able to ‘completely take control and take charge within defined boundaries,’ which may have been of great value to high-intensity living environments. Perhaps, if we had a specific ‘disaster rule,’ then residents would have stayed within already defined boundaries. Instead, we were faced with having to create boundaries that some objected to—rather firmly. How often does a resident really need to take their recycling out? Some did so several times a day as a form of exercise. Such a rule, set by the board of directors in a time of calm, would allow owners to carefully consider the needs of the community over the demands and perceived entitlements of the few. ” Debbie Dale, president of MCRS Condominium Property Management
“We are now busier than ever, trying to deliver from home what we deliver in the office or on the property of the corporations we manage. We constantly communicate with boards and residents. Boards are also trying to do the right thing for the unit owners, and since there is so much information from everywhere, there are many questions. Many debates fill our email inboxes and constant conference calls happen every day. We strive to deliver the same service and make everyone feel that we are there for them just as in any other time, or even more. ” Elena Schneider, vice-president of operations for ICON Property Management
“COVID-19 swarmed in like a hurricane and placed a lot of fear and uncertainty globally. These are very difficult and challenging times for all human beings. Within the condominium industry, property managers are working relentlessly to keep their residents and staff safe. In partnership, boards and management are working collectively to minimize chaos within their respective properties. Some condominiums have installed plexiglass around the perimeter of the concierge desk to protect all. Property managers have a stressful position in normal circumstances, wearing many hats in one day, while multitasking and taking care of their buildings. Now, they have the added duties to their daily tasks with COVID-19. I have witnessed a great support system for each other with boards and property managers, but most of all, it is admirable how property managers have come together to cope with this. It is irrelevant who your employer or competitors are. Managers have been sharing tips on how to make things better in their communities and have come untied to work together to do their part in flattening the curve. ” Audrey McGuire, vice-president of operations at FirstService Residential and president of the Association of Condominium Managers of Ontario
“It is amazing how much closer we feel being forcibly isolated in this new world of COVID-19. Our operations team has been in conference calls several times a week. We have examined all manner of concerns related to Covid-19, in order to prepare regular communication releases to our staff and clients. We had many snowbirds returning, in some cases, more than 50 per cent of a large building. The manager of one such building spearheaded a program for safe deliveries to the door, for medications and groceries, and also for garbage pick up to ensure there is no need for residents to leave the safe haven of their homes. Staff are working incredible amounts of overtime—even when working from home. Technology has helped in this regard. We are extremely proud and grateful to our dedicated and seemingly superhuman team. To all others working the front lines of this crisis, there are no words to express how we feel about your selfless sacrifices to keep us safe. ” Catherine Murdock, district manager at DEL Property Management
“Condominiums are vastly changing with the recent pandemic, which has led to the closure of many businesses crucial to dayto day-activities in condominiums. The biggest worries are the availability of contractors due to lay-offs and budget cuts and also essential service supplies, required to help run multi-family dwellings, will diminish through the buy-up of all our current resources and surplus. Another grave concern is the fact that so many people are losing their jobs and a condominium sustains its revenues through its owners. At what point will a condominium not be able to pay its day-to-day bills? A different outlook on the funding of reserve accounts will have to be looked at and maybe a more rational approach to controlling daily expenditures will be implemented. Focusing on the needs, not the wants, appears to be a more practical approach. ” Curtis Siracky, president of the Association of Condominium Managers of Alberta
“Every year, more and more towers rise from what were once under-utilized portions of our growing cities. This growth has brought unintended consequences, the type that rarely reveal themselves, except in times of crisis. During the period of recommended physical distancing how do we manage this when we share a small number of elevators with hundreds of neighbours? Building managers who pride themselves on the regular cleaning of their common spaces now strain to constantly clean and re-clean these areas to minimize potential spread of the virus between hundreds of residences under their roofs. They are currently managing with a composite of their existing janitorial staff as well as support from trained, experienced service providers that specialize in disinfection services when confirmed cases are detected. As this situation evolves, and we learn to live with our new reality, additional costs, training and an overall heightened focus will be critical in order to maintain the standard of cleanliness and safety required of condos. ”
Jim Mandeville, senior project manager, Large Loss North America, FirstOnSite
“The condo marketplace was inundated with so much information on products that would kill and/or control the virus that it was hard to figure out what works and what does not. Products that kill bacteria, viruses and fungi are tested by Health Canada and when they pass their testing, the product is given a DIN number. It is against the law to use a product that kills things in Canada unless the product has a DIN number indicating its been tested and confirmed by the government. It’s amazing how many items being sold to condo corporations as biocides or biostats do not have a DIN number. ” Lee Senter, CEO, Dryit.ca
TECH-SAVVY RESIDENT
How Rogers is re-defi ning internet and entertainment for Canada’s multi-res consumers
It’s a content-streaming, always connected, on-the-go world of online entertainment, and condo residents expect nothing less.
No matter their location or accommodations, the fact is Canadian condo seekers are favouring accommodations with highspeed connections, cutting-edge entertainment, and the tools to connect with friends, family, and co-workers across the globe.
Certainly, the days of basic cable and landline services have passed. And to meet today’s tech-savvy demands, the telecommunication industry is forging stronger inroads with multiresidential owners/managers to bring industry-leading internet, phone, and TV services to Canada’s multi-res communities.
For example, says Stokes, “Our network is already 90% hybrid fi brecoaxial, which allows us to maintain more than one-gigabyte speeds through our Ignite internet service. That translates to 4K entertainment, next-gen streaming, and lightning-fast
online activity, which is not only what modern residents want, but what they are coming to expect.”
Connectivity and Control Internet Protocol television (IPTV) is among the technologies that are redefining home entertainment.
The technology uses lightning-fast internet speeds to deliver 4K visuals, crystal-clear audio, and reliable streaming entertainment.
Moreover, says Stokes, IPTV is being used in concept with advanced applications and systems to provide consumers with greater customization and control over their internet and entertainment services: “The advance of streaming, cloud-based platforms, and mobile technologies has opened up so many ways for customers to get content, but it can be overwhelming. Customers want those options, but they also want them to be streamlined, user-friendly, and available when and where they prefer.”
To that end, Rogers has designed its services like Ignite TV provides to facilitate what it calls an “effortless TV experience.” Features that have proven popular with its customers include user-friendly search interfaces (including Netfl ix and YouTube); voice-activated controls; mobile streaming apps; and advanced parental controls.
Part of that control also means enabling residents to enjoy their content on their terms, whether within the comfort of their condo or on the go. Herein, Stokes says mobile streaming apps; download & go functionality; and cloud PVR capabilities are also gaining in popularity: “Customers
are becoming accustomed to tailored, mobile, and on-demand service in all aspects of their lives, so it’s no surprise they expect that level of control over their home entertainment.”
To each their own
Multi-residential communities may share the same expectations for internet and TV, but individual unit owners’ needs will always vary. As such, it’s important to offer choices when it comes to packages and pricing.
“There are no cookie-cutter solutions; it all depends on the customer’s needs,” agrees Stokes. “A family with three teenagers is going to have different needs than that of a single professional, which is why we always make sure to determine who is using the service, how often they intend to use it, how many devices they may require, and even when they plan on using it the most. That way we can advise them on what packages might work best and cater a solution – and price – for them.”
It doesn’t matter where Canadians call home. Expectations for fast, reliable, and consistently exceptional internet, TV, and phone service is universal. And as those expectations evolve, it pays to align with telecommunication partners who can keep pace.
Greg Stokes is Director of Sales with Rogers Communications. For more information, visit www.rogers.com or call 1-888-764-3771.
