The Role of a Condominium Manager as a Liaison
Key Responsibilities
A condominium manager serves as the primary communicator between the condominium board and unit owners. This role requires ensuring that:
Owners receive timely and accurate information about board decisions, financial matters, and building policies.
The board remains informed of owner concerns, feedback, and disputes.
Communication processes align with legislative requirements under the Condominium Property Act (CPA) and Real Estate Act Rules.
Information is presented professionally and impartially to foster trust and cooperation between all parties.
Best Practices for Transparent and Professional Communication
Ensuring Clarity in Board Communications
Condominium managers must prioritize clear, structured, and legally compliant communication when interacting with owners. Best practices include:
Formal Notices: Provide meeting minutes, bylaw changes, and fee adjustments in writing.
Proactive Updates: Notify owners in advance about key issues such as maintenance work, upcoming meetings, and special assessments.
Consistent Messaging: Ensure all board members communicate uniform and accurate information.
Documentation: Maintain records of all board-owner communications to ensure accountability.
Addressing Common Owner Concerns and Managing Disputes
Common Owner Concerns and Response Strategies
Typical inquiries or complaints from unit owners may include:
Concern | Best Practice Response |
Disputes over fees or special assessments | Provide clear documentation, including budget details and board meeting minutes. |
Lack of transparency in board decisions | Encourage owners to attend meetings, review financial statements, and participate in discussions. |
Maintenance delays | Offer a timeline for resolution and update owners on progress. |
Enforcement of bylaws | Apply consistent enforcement and communicate the board’s legal obligations to all owners. |
Managing Disputes Professionally
To handle disputes effectively, condominium managers should:
Remain Neutral: Act as a facilitator rather than taking sides.
Refer to Bylaws & CPA: Explain how decisions align with legal requirements.
Encourage Constructive Dialogue: Allow owners to express concerns in an organized forum such as board meetings.
Offer Mediation Options: Consider dispute resolution processes such as mediation before legal action.
Legal Compliance in Communication
Under the Condominium Property Act, boards are required to maintain and provide access to records such as financial statements, meeting minutes, and bylaws upon request. Managers must ensure compliance by:
Responding to owner requests within reasonable timeframes.
Informing owners of their rights to review corporation records.
Ensuring that sensitive information is only disclosed to authorized individuals.
Scenario Analysis
Scenario:
An owner challenges a board decision regarding a special assessment for building repairs, claiming they were not adequately informed before the decision was made.
Task:
Analyze the communication process used by the board.
Identify any gaps in transparency or notice requirements.
Propose a response strategy that maintains professionalism while ensuring compliance with CPA regulations.
