The Future of Condos - ACMO
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Brought to you by the Association of Condominium Managers of Ontario
Managing Condominiums
in the New Normal
condominium manager
Adapting to the New
Spring 2021 Work-From-Home Movement
Defending Managers:
A Critical Look the Auditor
General’s Report
The Future
of Condos
cm Magazine Theme Volume 42, No. 1 Spring 2021
Brought to you by the Association of Condominium Managers of Ontario
Managing Condominiums
in the New Normal
condominium manager
Adapting to the New
Spring 2021 Work-From-Home Movement
Defending Managers:
A Critical Look the Auditor
General’s Report
A look at our condominium communities and how the pandemic
has changed how we manage condominiums post-COVID. What
will the condos of the future look like given the world today and
how will we manage this “new normal”?
Contents
The Future Credit: © iStock.com/chombosan
of Condos Design: Maracle Inc.
Features
15 The New Age of Parcel Deliveries
BY JANE MCIVER
18 How Will the New Work-From-Home
Movement Affect Condo Amenities?
BY ERIC PLANT, RCM
23 Utilizing Your Manager’s Value
BY BRAD WELLS, RCM, RPA, CMCA
26 Managing During a Pandemic
Adapting to a New Normal
BY SEAN WILDE, UE, RCM, OLCM, CEO
31 Patience Is a Virtue Especially
in Condominium Management
BY LISA WILSON, RCM
34 Auditor General’s 2020 Annual Report:
Implications for the Condominium
Industry
15
BY VICTOR YEE, MSC, HONS BA, RCM
41 Accessibility Audits:
Creating Living-in-Place by
Way of Inclusive Design
BY JANE SLEETH
The shift in the retail landscape from
bricks and mortar to online shopping
and resulting increase in parcel deliveries
mean smart parcel lockers are fast
becoming a must-have amenity in condos
of all sizes. Read more on page 15
31
Follow us on: In Every Issue
Facebook “f ” Logo CMYK / .eps
7 Message from
the Executive
Director
9 Message from
the President
41
59 RCM Profile
Ontario’s largest circulation property management magazine: 8,000+ quarterly
Editorial / Advertising Deadlines
Summer 2021
NOBODY’S PERFECT
EDITORIAL DUE: APRIL 22
ADS DUE: MAY 7
Canada Post Publication Agreement Number 40011809 Contents
Your Condo
47 Let’s Get Digital and Build Happier,
Healthier Condo Communities
BY PHILLIP LIVINGSTON
49 The Future of Condo Meetings
BY DENISE LASH
53 Improving Your Reserve Fund Study
BY MITCHELL GERSKUP
49
55 The Future of Board Meetings
BY NOAH MAISLIN AND MARKO LINDHE
Publisher Advertising rates are available at:
News & Previews
www.acmo.org
PAUL B. MACDONALD 11 Snapshot
Other communications should be sent to:
Editor 44 2020 Year in Review
The Editor
TRACEY DOHERTY
CM Condominium Manager 66 Leader of the Year:
c/o BB&C Management Services, Inc. Judy Statham, RCM
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MARACLE INC. CM Condominium Manager is published by
Association of Condominium Managers
of Ontario
Core Values
ACMO is committed to the recognition, promotion and support of Professional
Condominium Managers across Ontario, through education, member services,
53
public awareness and a strict adherence to the highest ethical standards.
CM Condominium Manager magazine is the flagship quarterly publication of the Association of Condominium
Managers of Ontario (ACMO) and for more than 30 years has served as the leading source of in-depth coverage of
industry news, issues, information, education and best practices for condominium management professionals and
service providers. Views and opinions expressed do not necessarily reflect the policies of the Association and are
strictly those of the writers. Publication of advertisements, contributed articles, and letters do not imply endorse-
ment of the opinions expressed therein, and ACMO, CM Condominium Manager, its publishers, and staff do not
accept any responsibility for them. All material submitted and published remains the property of the publishers
and/or the Association of Condominium Managers of Ontario. No reproduction of this publication in whole or in
part is permitted without the written authorization of the publishers. Information and opinions printed in CM
Condominium Manager are brief summaries of complex topics provided by the publisher and authors without any
liability whatsoever. Readers should obtain expert advice in specific situations. CM Condominium Manager is a
controlled circulation professional trade publication distributed free of charge to members of ACMO.
55
Information and opinions printed in CM Condominium Manager are brief summaries of complex topics provided by
the publisher and authors without any liability whatsoever. Readers should obtain expert advice in specific situations.
CM Condominium Manager is a controlled circulation professional trade publication distributed free of charge to
members of ACMO.
If you no longer wish to receive CM Condominium Manager magazine, please email info@acmo.org
Ontario’s largest circulation property management magazine: 8,000+ quarterly
Message
from the Executive Director
Good Riddance 2020,
Welcome 2021?
Few of us will consider 2020 their favourite year. The COVID-19 pandemic rocked the world, forcing us to change how we
live, interact, and work. The impacts of the pandemic in 2020 were staggering. News reports advised that 44% of Canadian
households experienced some degree of job loss last spring, nearly 100,000 businesses closed permanently, and
sadly, 15,600 Canadians lost their lives.
Throughout the year, our members went to extraordinary lengths to manage their communities while imple-
menting safety protocols to keep residents safe. At ACMO, we cancelled in-person events and migrated all
programming to the virtual world to give members some level of access to resources and learning opportunities.
The New Year is upon us, and unfortunately, the pandemic and its challenges continue to define our new ‘normal.’
On a more positive note, 2020 was a productive year for ACMO. Elsewhere in this magazine, you will find ACMO’s Year in
Review summarizing the activity for the year - I encourage you to review it. In the spirit of putting 2020 behind us, let’s look
forward to some of the initiatives we’re working on in 2021:
• Continuing the rollout of our new 3-year strategic • Promoting and building more value into the
plan to ensure the ongoing relevance of the RCM designation so our members can better
association. differentiate themselves in the marketplace.
• Hosting 13 virtual events, so members stay current • Offering RCM exams and refresher courses online
and gain valuable knowledge and education to to make them more accessible.
deliver better service to their clients. • Running a series of digital, print and PR campaigns
• Improving the quality of our continuing education to promote ACMO and position the RCM and
offerings to better align with the CMRAO ACMO 2000 designations as the gold standard in
competency profile. our industry.
• Introducing new Certificate Programs in various • Ongoing efforts to influence and advise
specialty areas this fall. government policy.
• Expanding the size and reach of our membership
community and programs and establishing local
ambassadors to assist in membership development.
The arrival of vaccines gives us hope that life will return to normal, but in the meantime, we must remain vigilant in following
the advice of government and local health agencies. For our part, we will continue serving as an information clearinghouse to
keep you informed and pass along best practices. Until we can meet again in person, take care and stay safe!
Paul B. MacDonald
Executive Director
7
Message
from the President
A Glance Back,
and the Road Ahead.
I have started writing this, the last of my messages as Presi- The opportunity to travel the province, often as Armand
dent, several times. The version that you see before you is a Conant’s warm-up act (hey, a guy could do worse), speak-
combination of appreciation for the past 15 ing to condominium managers, listening to condo board
years on the Board of Directors of ACMO and members, and then representing their interests, was the most
optimism for the Association’s future. incredible privilege I could have imagined.
In 2005, after the ACMO golf tournament at The continuing education, networking opportunities, profes-
Cardinal Golf Course, I sat with a small group sional development program, and experiences that ACMO
of ACMO Associates discussing the things that provides will continue to drive the designation forward. It
ACMO could do for its members. Roy Arluck pointed out that will highlight those who pursue the RCM as a higher standard
if I had the ideas and passion, I should run for the board – so, than those who only attain the minimum standards required
in April of 2006, I did just that. by licensing.
What an incredible adventure began with that decision. Over the past three years, ACMO began the transition to
I could probably fill the rest of this magazine with the 15 an Association staffed by professionals ensuring that we are
years that followed, but I won’t. I will take a moment to thank well-equipped to meet the demands of a growing member-
every board member and volunteer committee member that I ship and provide value to our members. Paul MacDonald
have worked with. From my early days sitting at the end of the and the team he is building at ACMO are dedicated to seeing
board table learning the ropes, I discovered that ACMO was our membership and sphere of influence grow in the coming
a volunteer-driven organization. It took the passion, energy years.
and commitment of all our members to drive the Association This spring, I will not be running for a sixth term on the
forward – and that you did. board at our annual AGM. Please do not take that to mean
I remember a policy advisor to the Minister of Govern- that I will be any less an advocate for ACMO or any less visible
ment and Consumer Services, remarking that he had never and supportive of our mission. I leave knowing that there
seen a group of volunteers so “devoted and passionate and is a new crop of smart, energetic and passionate individuals
willing to give of their time” as those of the condominium poised to lead ACMO into the future. While I will continue to
industry during the Condo Act revisions from 2012 – 2017. promote professionalism and change in our profession, I will
In addition to our volunteers, we came to rely heavily do it as I seek to build my own brand within the condominium
on Amanda Curtis to lead ACMO and Janice Schenk, who management space.
helped elevate our educational program to the point that the To board members and volunteers I have had the honour of
government selected it to help launch the Ontario licensing working with over the past 15 years, thank you for your friend-
requirements. The number of Registered Condominium ship and encouragement in the pursuit of our shared goal.
Managers grew from 300 to just under 1000, and the RCM To those current and future RCM’s who are committed to
designation increased in reputation at the same time. I being part of the best our profession has to offer, I will continue
would be remiss if I did not take a moment to thank both of to stand with you as an RCM and a member of ACMO.
them for their efforts in ensuring that ACMO was the most To those who will pick up the mantle and bring your passion
recognizable name in the condominium industry and that and vision to ACMO, I will forever make myself available to
it continues to move our profession forward. counsel and encourage you. n
Dean McCabe, RCM
ACMO President
9
Snapshot
A quick glance at what’s happening with ACMO
and the condominium industry.
Welcome New RCMs In recent years, there have been a growing number of
ACMO wishes to recognize those members who recently complaints and dissatisfaction from condo owners regarding
achieved their RCM designation, and have demonstrated a condo board governance and condo management which let
commitment to professionalism and a higher standard of to the investigation and report on the condominium regula-
condominium management. Congratulations to all! tory bodies.
• Marriam Abbassi, RCM The 3 main conclusions from the report were that:
• John Balog, RCM • The mandates given to the Condo Authority and the
• Keith De Braganca, RCM Condominium Authority Tribunal are limited and do not
• Aaron Jaglowitz, RCM sufficiently protect condo owners against common issues
• Yon Bom (Paul) Kim, RCM that they may encounter in their daily condo living. Many of
• George Prifti, RCM the relevant 2015 amendments to the Act, that would provide
• Kishani Wijesiriwardana, RCM more consumer protection, are not in force.
• Ka Man Carmen Wong, RCM • The Condo Authority does not yet have effective and
• Peter Yung, RCM efficient processes in place to carry out its mandated respon-
sibilities. Its existing mandate does not enable the Condo
The Auditor General’s Report on Authority to take the necessary actions to protect the public
Condominium Oversight interest and provide more public information.
Recently, the Office of the Auditor General of Ontario • The Management Regulatory Authority (CMRAO) does
released it report, Condominium Oversight in Ontario 2020 not yet have effective and efficient processes in place to resolve
Photo: Supplied
Value‑for‑Money Audit. This is the Office’s first audit of the condo complaints against licensees, to conduct proactive inspections
sector and the two authorities, the Condominium Authority of of the licensees or to actively identify unlicensed individuals
Ontario (CAO) and the Condominium Management Regulatory and companies.
Authority of Ontario (CMRAO) since they were created in 2017. You can view the entire report at www.auditor.on.ca.
11condominium refurbishment www.tiron.ca Design Build | Project Management | Interior Design 416-744-8883
Residential Condominium website, Resources for Condo Direc- be well advised to enroll in ACMO ’s
Buyers’ Guide tors and Owners, for those looking courses soon. For more information
Ontario’s Residential Condominium for information on hiring Registered visit www.acmo.org.
Buyers’ Guide was developed by the Condominium Managers and ACMO
Condominium Authority of Ontario 2000 Certified management firms. Free ACMO Virtual Events
(CAO) in collaboration with the Minis- The page features links to the RCM During the COVID-19
try of Government and Consumer Registry, the ACMO 2000 Certified Pandemic
Services (MGCS) as a helpful resource Management Firm Registry, the ever- ACMO has worked hard to provide
for buyers of residential pre-construc- popular digital Professional Services & value to their members and have migrated
tion/new condo units. As of January Trades Directory, supplier search, help- all events and programming to the virtual
1, 2021, section 72 (1) of the Condo- ful articles like “Is Your Condo Well world, ensuring continued access to
minium Act, 1998 will require that Managed?” and “How to Hire a Prop- resources, opportunities to network, and
declarants provide the Condo Guide to erty Management Company,” and more. education. As a special consideration
buyers of residential pre-construction/ Additional resources will be added to the during the pandemic, registration for the
new condo units. page as they become available. majority of ACMO events will be FREE to
This guide equips prospective buyers members. Check the Event Calendar on
of residential pre-construction/new or Licensing Education Changes www.acmo.org for dates, registration and
resale condo units with information Note that on November 1 , 2021 , sponsorship opportunities.
on condo ownership and the condo responsibility for licensing education
purchase process, such as, moving into a will transfer to the CMRAO and they Advertising & Sponsorship
residential condo unit, condo living, and will be introducing 6 different courses Opportunities with ACMO
how condo owners can resolve issues. that will be required for licensing (for There are many ways to promote and
Although the Condo Guide is more information visit www.cmrao. advertise your business and services
primarily written for new condo ca). However, the four ACMO courses through ACMO events and publications
buyers, if you have recently purchased will continue to be valid education to get noticed by condominium manag-
a unit, or even if you are a long-time for a licence until October 31 , 2022 , ers, management firms, condo boards and
condo owner, it may also be of interest provided that a person has enrolled in suppliers, throughout Ontario. Advertise
to you as it covers many topics relevant at least one ACMO course and applied in ACMO’s CM Magazine, ACMO Enve-
to condo ownership. for their Limited License before lope Weekly Newsletter, with a digital ad
You can download a copy of the Condo November 1, 2021. If they do this, and on acmo.org, or sponsor and/or exhibit
Guide at www.condoauthorityontario.ca complete the four ACMO courses by at an educational event like a Virtual
October 31,2022, they will be deemed Luncheon or Webinar.
New Resources for Condo to have met the education requirement For information on advertising and
Boards & Owners for licensing. As such, those interested sponsorship opportunities with ACMO,
We are pleased to announce the in pursuing a general license with a please visit www.acmo.org or email
launch of a new feature on the ACMO minimum of time and expense would ads@acmo.org. n
2020/2021 ACMO Board of Directors
PRESIDENT COMMITTEE CHAIRS: DISCIPLINE COMMITTEE
Dean McCabe, RCM EXECUTIVE COMMITTEE Paul MacDonald
VICE PRESIDENT Dean McCabe APPEALS COMMITTEE
Katherine Gow, RCM NOMINATIONS COMMITTEE Paul MacDonald
TREASURER Audrey McGuire AWARDS SELECTION COMMITTEE
Harry Nielsen, RCM MEMBERSHIP & PROGRAMS Vince Bennett
SECRETARY COMMITTEE CONDO CONFERENCE COMMITTEE
Sean Wilde, RCM Ashley Chiaramida Dean McCabe
PAST PRESIDENT CONDOMINIUM MANAGEMENT EXECUTIVE DIRECTOR
Audrey McGuire, RCM EDUCATION COMMITTEE Paul MacDonald
Janice Schenk
DIRECTORS
Juliet Atha, RCM GOVERNMENT RELATIONS
Vincent Bennett, RCM COMMITTEE
Laura Lee, RCM Paul Macdonald
Craig McMillan, RCM MEMBERSHIP STANDARDS
Catherine Murdock, RCM COMMITTEE
Daniel Perez-Arteaga, RCM Catherine Murdock
Eric Plant, RCM
Gabriela Shand, RCM
13The Future of Condos
Jane McIver
Senior Executive
Snaile Canada
The New Age
of Parcel Deliveries
The shift in the retail landscape from in property technology. Among the those numbers are even more staggering,
bricks and mortar to online shopping Pro pTech technologies being incor- with the McKinsey Institute forecasting
and resulting increase in parcel deliv- porated into condo buildings, one that that the 100 billion parcels delivered last
eries mean smart parcel lockers are is fast becoming a ubiquitous feature year could double over the next ten years.
fast becoming a must-have amenity in in lobbies and mailrooms across the This exponential increase presents enor-
condos of all sizes – not only because country is the smart parcel locker. mous challenges across multiple sectors,
they provide a short-term solution, including retail, last-mile delivery, and,
but because of their adaptability to E-commerce Explosion Has of course, multi-residential condo and
meet future needs. Led to a Parcel Avalanche apartment buildings that are left scram-
Today’s condo dwellers have an infi- It is no secret that e-commerce in bling to keep up. Many condos have
nite number of conveniences at their Canada is booming. An increasingly tech- opted to invest in smart parcel lockers to
fingertips once reserved for luxury savvy population, coupled with a global address the growing problem.
hotels, from apps that allow them to pandemic requiring everyone to shelter
reserve building amenities and local in place, led to skyrocketing online sales. A Smart Solution
services with the touch of a button Notwithstanding the promise of vaccines As their name implies, smart parcel
to instant messaging with concierge, and a return to normal, Canada Post’s lockers offer fully automated solutions,
Photo: Supplied
maintenance and security personnel. 2020 E-commerce Report suggests the including instant notifications, contact-
In fact, multi-residential stakeholders trend is here to stay, with e-commerce less collection, and secure parcel storage.
have been among the earliest adopt- sales in Canada expected to increase Despite being driven by complex tech-
ers of smart carving out their own from $75.57 billion in 2020 to a whop- nology, the way they work is quite
category, aptly called “PropTech,” as ping $108.1 billion by 2023. Globally, simple: a carrier goes to the locker and
1516 I CM Magazine SPRING 2021
selects the unit number and compart- it easy and risk-free for consumers to said they would shop more frequently
ment size or type, deposits the parcel, take advantage of fast, free shipping with retailers who supported an envi-
and the instant the compartment door and hassle-free returns. And while ronmental cause
closes, the parcel’s recipient receives a today’s smart parcel lockers are primar-
delivery alert by text or email. The resi- ily handling incoming parcels, the Tomorrow’s Even Smarter
dent can then go to the locker at any time technology is already in place to ulti- Smart Lockers
of day or night and collect their parcel by mately facilitate quick and easy returns. Smart parcel lockers effectively
entering a secure PIN or scanning a QR This will become increasingly vital as address the emerging needs of new deliv-
code sent straight to their phone. Once in-store “try-ons” become a thing of ery trends in several ways. They offer
the collection is complete, the compart- the past. Consumers who live in build- purpose-built compartments, whether
ment is available for the next delivery. ings equipped with smart lockers will be temperature-controlled compartments for
For those who live and work in able to shop with confidence, knowing food deliveries or ones designed for your
condos, the benefits are apparent, as that they can receive a package, inspect dry-cleaned garments. Smart lockers also
parcel lockers: their purchases, and if they do not wish support shopping locally by being “carrier
• prevent parcel theft and damage by to keep the merchandise, can process agnostic,” meaning they can be used by all
securely containing packages until a resi- an online return and deposit the parcel delivery personnel and are not reserved
dent is able to collect; back into the locker for carrier pick-up. for one carrier or retailer. And for those
• enable contactless exchanges who seek to reduce their carbon footprint,
between carriers and residents; The Next Chapter of Deliveries a single successful delivery to a secure,
• save countless hours once required Outside of traditional retail merchan- smart parcel locker reduces the emissions
to track down and collect a parcel after dise, other sectors are offering online from multiple trips in a delivery truck.
a failed delivery attempt; shopping and delivery, including:: Other advancements coming in the future
• eliminate the risk of costly fire code • Meal Kit Deliveries – these dinner- include automated compartment sanitiza-
fines that can result from packages lining in-a-box solutions by companies such as tion via UV light and lockers capable of
lobbies and hallways; and Hello Fresh and Good Food have expe- accepting parcels from delivery drones.
• enable building personnel to focus rienced record growth in the past year Decision-makers in condo manage-
on building maintenance, security and • Food Delivery Services – apps ment can be comfortable investing in
other resident needs rather than manag- including UberEATS and Skip the Dishes smart parcel locker infrastructure today
ing incoming deliveries. are delivering everything from haute because as technology and cultural
Of equal importance, smart parcel lock- cuisine to Starbucks habits continue to evolve, smart lockers
ers easily adapt to meet future needs. The • Subscription Boxes – from celeb- are poised to keep pace. n
modular components and cloud-based endorsed beauty products to toys for our
software that drives the units mean that furry friends, these monthly arrivals are Jane McIver has held a senior ex-
smart locker technology is positioned to adding significantly to parcel deliveries ecutive position at Snaile Canada since
adapt to an ever-evolving landscape. • Shopping Locally – consumers are 2018. Over the years, her career has
more conscious than ever about the comprised roles encompassing equal
The New Face of Retail importance of supporting local businesses parts communications and client rela-
The retailers who are winning the day • Eco and Ethical – a recent survey of tionship management.
are embracing e-commerce and making 5,000 Canadians saw 41% of respondents snailelockers.com
17The Future of Condos
Eric Plant, RCM
Director
Brilliant Property Management Inc.
How Will the New
Work-From-Home Movement
Affect Condo Amenities?
It may be hard to remember, but not here to stay. While some companies ties are difficult to maintain and prone
that long ago, people used to dream will insist their employees get back to to expensive breakdowns.
about the opportunity to work from the office, others may find the idea of Still, without a viable alternative, devel-
home. The idea of sleeping in, wearing downsizing their office space and saving opers would likely have continued down
pyjama pants all day and leaving the car on overhead too appealing to resist. It this path, with newer amenities like infin-
in the driveway seemed like the ideal may just be that some of us do not have ity pools, juice bars and whatever other
scenario! Hindsight is always 20/20, but an office to go back to! expensive-sounding frills developers
it is hard to see how we could have been For those of us living in condo- could think up to sell to investors. But
so wrong. Yes, the coffee in bed is sweet, miniums, there may be an answer. For these are not normal times, and some
but how was it that nobody thought of the last 20 years or so, condominium developers are starting to rethink how
Photo: © Bigstock.com/shcherban
the screaming children, the dropped developers have been locked in a race they plan future buildings.
internet signal, or the spouse embarrass- to develop the best amenities. A pool
ingly interrupting our meetings looking and a gym no longer cut it when new A Not-So-New Idea
for their pants? For us condominium buildings have bowling alleys, basket- The idea behind mobile workspaces is
dwellers, it can be even worse. An annual ball courts, theatres and waterfalls. As not new. In the last few years, a number
fire test or a home renovation upstairs lovely as these may be, the allure of these of companies popped up to provide flex-
can be a serious problem when trying to types of amenities starts to wear off as ible, shared workspaces and services for
keep up on a Zoom meeting. most new buildings offer more or less start-ups and smaller organizations. The
Unfortunately, like it or not, the new the same thing. It should also come as core of the concept is that many of us
work-from-home movement is likely no surprise that many of these ameni- no longer need to go to work physically.
18 I CM Magazine SPRING 2021ACMO_Sinopé technologies_demi-page-ENG-PRINT.pdf 1 2021-02-11 08:55:57
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20 I CM Magazine SPRING 2021All we need to do our jobs is a phone, a other such businesses would find a niche problems, or we may all just go back
computer, an internet connection, and in the condo office environment. to our old ways once the pandemic has
some peace and quiet. Working from The reduction in traffic alone could be ended. How things shape up is yet to
home provides us with the first three, enough to encourage local governments be seen, but if the last year has taught
but as we have seen this year, certainly to get on board and incentivize develop- us anything, it’s that we should be
not the fourth. ers to include office space. If this were open to change. n
Developers have been paying attention, to happen, the pace of change would
and some of the more ambitious compa- accelerate, and we might even see some Eric Plant, RCM, is a director at
nies are already planning to incorporate older buildings start to retrofit under- Brilliant Property Management Inc.
rentable workspaces into their designs. used amenities. and is a member of the ACMO Board
Vince Santino, Senior VP of Development Of course, this is all speculative. of Directors. He can be reached at
at Aoyuan Property Group, describes The concept may fall victim to diffi- eric@brilliantproperty.ca
their plan is to “focus on more and larger cult legal hurdles or other unforeseen brilliantproperty.ca
office spaces inside our buildings, includ-
ing fully-equipped boardrooms to host
meetings and large format printers. The
intention is to offer a professional zone
that makes it easy for our residences to WHY PROPERTY MANAGERS LOVE
work from home.” Rentable workspaces
not only provide the condominium with CONCRETE COATINGS CANADA
a new revenue stream but allows the
option of working from home without
actually “working from home!”
TOWNHOME
What We May Expect
Like any innovation, it may take
several years for the concept to mature
ENTRANCEWAY
and catch on with most builders. It will
come down to whether or not it provides RESTORATION
a strong enough benefit for potential
purchasers to pay a premium when
RAILINGS & CONCRETE
buying into the building. If it does catch
on, we can expect a major transforma-
tion in building amenities.
While it may be too soon to say goodbye
to the pool and the gym, other less-used
amenities may soon give way to offices,
board rooms, shared printing facilities,
PARKING GARAGES
and a host of other office functions. Many TRAFFIC TOPPINGS
larger buildings in downtown areas are
already setting aside their first few floors & WATERPROOFING
for retail, so it may not be a far stretch to
one day see office facilities added to the
mix or included in shared facilities. We
could even see these areas partitioned and
sold off as deeded spaces, much like locker
and parking spaces are treated in buildings
GARBAGE &
today. A purchaser would then be able to
buy their condo and their office space in MECHANICAL
one shot and simply pay rental fees to use
boardrooms and other facilities.
We could even take it a step further
ROOMS
and include wrap-around services for the WATERPROOFING
offices. Much like some shared facilities
with their own management with on-site
personnel, condominium office floors concretecoatingscanada.ca
could consist of various services tailored estimating@concretecoatingscanada.ca
to the business crowd. We have already
seen services that pick up and drop off 905.799.0330
dry cleaning to condominiums; perhaps
21The Future of Condos
Brad Wells, RCM, RPA, CMCA
President
Wilson Blanchard
Utilizing Your
Manager’s Value
When external forces impose change, the condo manager’s value. Many plan ing. This has caused us to consider the
it can prove to be beneficial to any to continue with these creative solu- real value of having staff in a building
organization. A global pandemic has tions post-pandemic. office. While every property is differ-
certainly been an external force. In an ent based on the physical building and
instant, and with no strategic plan, Working Remotely community needs, the main benefit
condo boards, managers and service The most obvious change forced of having staff on-site is convenience
providers had to adapt and provide by the pandemic has been the need to and customer service. Now that staff
services in new ways. work remotely. For portfolio manag- are not physically interacting with
The benefit of the forced change ers that are based out of a head office, board members and residents, think
is you can find value in new ways of the condo board and owners haven’t about what service has truly been
doing things. Without being forced, we noticed much change. Managers lost or can’t be done another way. Are
Photo: © Bigstock.com/ cpoungpeth
may not ask “why” we do something continue to reply to emails, make condos paying a premium to have a
the way we do. When we do ask, the phone calls and tend to essential site body in an office? In some cases, this
answer is often, “we have always done inspections and projects. For on-site extra cost is intended and desired to
it this way.” managers and administrators, this has have that personalized service. But
Condo management providers have been a new challenge. Many on-site could this customer service level be
had to be creative to continue provid- management staff members have achieved with non-licensed staff,
ing essential services in response to a either shifted to full or partial remote thereby allowing the manager to focus
pandemic. In many cases, the condo work environments or, at minimum, on management duties? Many manag-
board and management company have working on-site in an office closed to ers working remotely report that they
found they are able to utilize more of the public to ensure social distanc- are more efficient in their adminis-
2324 I CM Magazine SPRING 2021
tration and analysis and have more iPhone and iPad has a Notes app that planning, budgeting and long-term
time for special projects and strategic provides a great document scanning project planning.
planning. tool. There are many other solutions Condo management service providers,
for making or keeping documents think about the improved job satisfaction
Going Virtual electronic. Again, reducing the admin- and productivity you may obtain from
Another major shift forced on istration part of a manager’s job of managers by merely reducing their travel
condo managers and boards is passing papers around between parties schedule. There are many more examples
the need to conducting virtual allows them to be more efficient and of basic services that could be enhanced
board meetings. A select few were focus on more important tasks. by efficient use of the manager’s time.
ahead of the technology curve and These are just a few examples of shifts The importance of a productive and
already meeting virtually before the in the workflow that condo managers efficient condo manager to the effective
pandemic. However, many boards have adapted to. In many cases, we operation of a condo corporation can’t
and managers had little-to-no expe- are finding ways that these changes be understated. This is an excellent time
rience meeting virtually, and some are bringing more value to the condo to examine your manager’s role and
were fearful of meeting by Zoom, corporation by allowing them to utilize processes to ensure that they are set-up
Teams or other technology platforms. the skills and education that they have for success to fully leverage the value
Early in 2021, and for the foreseeable been licenced to provide to their clients. they bring to your community. n
future, we anticipate virtual meetings Condo boards, imagine if your
will be the only way to continue with manager had 16 extra hours per month
corporation business. While access to (a half-day per week) due to stream- Brad Wells, RCM, RPA, CMCA, is
technology and demographics were lined administration to utilize on such the President of Wilson Blanchard,
hurdles, these too can be overcome. tasks as: working with condo communities for
Now, most boards and managers are • Providing a more robust procure- over 20 years. Brad is a member of the
praising the effectiveness of virtual ment process and in-depth bid summary CMRAO Discipline and Discipline Ap-
meetings. Again, thinking about the analysis for every project. peals Committees, a speaker at multi-
value of the licenced manager’s time, • Improving communications to resi- ple CCI and ACMO events and courses
even just removing the travel time dents by capturing and analyzing owner and an instructor for the ACMO RCM
to-and-from meetings, has made the feedback with surveys and polls. courses at Mohawk College.
manager more efficient. Instead of • I Enhanced strategic and annual wilsonblanchard.com
that hour commute after a 3 -hour
board meeting at 10 pm, the manager
can simply log off and start some
action items right away, setting up for
a productive morning to undertaking
the board’s directions. On average,
video conferences are shorter than
in-person meetings – and everyone
can get behind that benefit.
Electronic Documents
Another widely available but unde-
rutilized tool that condos have access
to is electronic documents and digital
approvals. While some boards have
moved paperless, many directors still
prefer receiving the entire meeting
package and all professional reports
in hardcopy. While we cannot remove
the value of reading a paper copy,
particularly in proofreading and edit-
ing, we can speak to the overwhelming
speed, trackability and reduced physi-
cal contact that sharing electronic
documents brings. What about sign-
ing contracts or minutes? Does this
mean you have to print it out, sign
and scan it back? Absolutely not! Free
versions of Adobe Reader allow you to
“Fill and Sign” any .pdf, and if you do
have a paper that needs to move, every
25The Future of Condos
Sean Wilde
UE, RCM, OLCM, CEO,
Lee Management Solutions,
OLCMP, CEO
Peak Property Management
Managing During
a Pandemic
Adapting to a New Normal
In 2020 our society and industry faced moved to online meetings and instituted inside temperatures. We transitioned to
unprecedented events in our lifetime. a company policy that all trades must Zoom for our weekly team meetings and
The COVID-19 pandemic forced us to wear a mask on-site, months before the instituted a daily check-in via Microsoft
quickly pivot and adapt to keep our local laws required. Except for account- Teams, monitoring our staff ’s work-
clients, staff, and families safe. ing, all staff were sent home to work, and loads, morale, and mental health. Large
At our management firm, we were condominium managers were pulled office supply orders were made quarterly
lucky, and we saw the writing on the wall from sites to work remotely instead. Our instead of every few weeks. We looked
relatively early. As such, we were able to offices shut down to the public, and we at every point of contact and attempted
secure appropriate PPE in time for staff, had a strict protocol for board members to either lesson it or mitigate it.
including masks, gloves, sanitizer and to sign cheques outside of our doors. All To date, we’ve had only one case of
Photo: © iStock.com/zoranm
even face shields. Our pandemic policy incoming mail was put in quarantine for COVID-19 in our portfolio that we are
was in place the same week of the first one week before being opened. With less aware of.
Ontario shut down in March. staff, and wanting to limit entry into our For the most part, our clients and
offices, we also reduced cleaning to once boards supported these actions.
Safety Measures a week as the cleaners were also going We’ve had a handful of boards request
We advised all boards to shut down all into other offices. We chose Fridays, as in-person meetings, to which we’ve
amenities and increase cleaning in our the virus’s viability is effectively neutral- politely but firmly refused. Similarly,
buildings. Our company immediately ized after about 48 hours at average some boards wanted in-person AGMs,
26 I CM Magazine SPRING 202128 I CM Magazine SPRING 2021
to which we advised that neither areas. Compliance with that bylaw hybrid meetings for owners in the
ourselves nor the auditor would attend has been a challenge, and we’ve had future where there is both in-person
in person should they do so. Our to escalate to our local public health and computer attendance. We also
biggest challenge was renters in the agency a number of times. expect some pushback once initial
condominiums who were angry about Earlier this year, there was a survey vaccinations are done, and some
closed amenities, mainly the gyms in done about Canadians and mental people will want to dive right back to
our larger buildings. This was despite health. Approximately 70 % said in-person meetings. We’re trying to
regular updates to all owners and another shutdown would impact set the expectation now that we need
tenants about COVID - 19 and appli- their mental health in a negative way, to have herd immunity with the vacci-
cable laws. Our other challenge was with about half saying it would do so nations before in-person meetings are
people not understanding that 14-day significantly. Here we are in January a possibility. For our company, we
isolation after travel meant not leaving 2021, when people already have post- will remain closed to the public until
their unit at all, including taking their holiday season blues, amidst another the local population is vaccinated.
waste to the garbage chute. shutdown. We’ve discussed this as a We’ve purchased enough PPE to last
team, reminding staff to be mindful well into the late summer or early fall
Productivity & Morale of this both for themselves but also of this year.
Our staff ’s productivity started to for our clients. We’re expecting and The new emergency order in January
decline as did morale after a prolonged have already experienced more intense didn’t change much of what we already
period of working from home. With reactions than normal from a number do. We’ve sent our managers home
the count of infected declining, we of clients. We’re doing our best to again and pulled site staff. The one
opted to return to the office on July 6, communicate on all matters and are gym we had open was shut down again
2020. Staff were separated into differ- even more patient than normal when on December 26, 2020, in compliance
ent rooms (even our file room!) for it comes to complaints and angry reac- with Ontario law. Cosmetic mainte-
social distancing. We adopted a strict tions. We’re making more phone calls nance is on hold. With the experience
protocol, which included wearing to people as opposed to emails for that we gained in 2020 , we could pivot
masks whenever outside their office personal connection. We’re also doing quickly, and the transition to remote
and whenever anyone came to their weekly check-ins with all staff above work was seamless. n
office to speak with them. Staff were and beyond our weekly team meetings.
encouraged not to use the kitchen, but Sean Wilde UE, RCM, OLCM, CEO
if necessary, they were to take cutlery Expectations for the New Year of Lee Management Solutions, OLCMP
and dishes back to their office for their We don’t anticipate a return to and CEO of Peak Property Manage-
use and cleaning, so there would be no in-person meetings for 2021. We are ment, has been in the condominium
chance of cross-contamination. Our preparing accordingly, including property management business since
popular Pizza Fridays were put on hold. taking the opportunity to get bylaws 2002. His companies manage condo-
In Waterloo Region, a manda- passed so that online communication minium properties in Waterloo and
tory mask bylaw came into effect in in the future is possible for all our surrounding Regions. Sean sits on the
September. This included multi-resi- clients, without needing emergency ACMO board of directors as Secretary.
dential buildings and their common
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29The Future of Condos
Lisa Wilson, RCM,
Senior Property Manager
CIE Property Management
& Consulting Inc.
Patience Is a Virtue
Especially in Condominium Management
My grandmother used to say, Renovations When complaints are received, we as
“patience is a virtue, possess it if you With so many residents being at managers must exercise patience - now
can.” The sentiment has never been home staring at the walls, interest is not the time for antagonism or apathy
more important in our lives right now. in renovations has gone up. People toward issues or residents. Investigate
As property managers in these strange decide to upgrade their space, recon- the severity of the noise, understand the
times, we have all had to learn patience figure for a home office, redecorate or challenges facing the owner undertaking
with our clients, our residents, contrac- repaint the walls. Lucky homeowners a renovation, and manage the expecta-
tors, our families, and each other. Our will have found a contractor who will tions of those complaining.
patience has been tested in all of us this work during these times and has the
year. How can residents learn to manage time available. Before renovations start, Loud Zoom Meetings/Music/TV
Photo: © iStock.com/zeljkosantrac
their expectations for ‘quiet enjoyment’ expectations should be set at the outset With so many working from home,
of their unit when EVERYONE is home by management in consultation with the noise coming from within a suite
and making noise? the board of directors. Residents need may have increased. To avoid silence,
Here are a few areas we have had prob- to be reminded to keep management the television is always on, or the
lems with and how we can manage our informed of pending renovations and music goes up a little higher. Raise
residents’ expectations. Although we are notices issued, emailed or posted on your hand if you have yelled into the
dealing with the ‘now,’ I believe the poli- community websites before renos start. computer screen during a Zoom meet-
cies and procedures we implement today Complaints should be addressed as soon ing in order to be heard.
may very well evolve our industry and as possible, with real-time information We have found that advising
relationships into the future. as they are received. residents of complaints in an under-
3132 I CM Magazine SPRING 2021
standing and polite manner is usually haven’t seen their friends. Your partner
met with mortification and profuse is pulling their hair out dealing with it
apologies. In an industry where we and wishes they could leave the house
rely heavily on the written word and more. You wish you could work from
quoting rules to gain compliance, home more, but it is not conducive to
these times have taught us that some- productivity. There is no right answer
times a simple phone call goes so or quick solution.
much further. You will identify with at least one, if
We have received many requests for not all, of the scenarios above. The key
alternative workspace from residents to dealing with them is to step back and
at home with their partners and have understand both parties in the conflict,
conflicting online meetings. Patience whether personal or professional. Take
with a co-habitant can run thin too. In time to reflect on possible solutions to
buildings having amenity rooms with the issue and respond with the best one.
Wi-Fi access, it may be possible to offer The lessons we learn now under the
that space on a limited basis. The board most difficult circumstances can only
should be consulted for their consent benefit us for the future of our personal
and strict guidelines put in place with and professional lives. n
regard to the number of people (only
one at a time recommended) and clean- Lisa Wilson, RCM, is a second-gen-
ing protocols after use. eration Property Manager and has been
in or around the condominium industry
At Home for nearly 30 years. She is currently the
No doubt working from home will Senior Property Manager at CIE Prop-
continue as a popular option post- erty Management & Consulting Inc.,
lockdown, and adjustments and overseeing a personal portfolio of over
accommodations will evolve. Right 500 units ranging from townhomes to
now, kids are bouncing off the walls high-rises and loft conversions.
because they hate online learning and teamcie.ca
33The Future of Condos
Victor Yee
Lawyer
Elia Associates
Auditor General’s
2020 Annual Report
Implications for the Condominium Industry
On December 7 , 2020 , the Audi- condo under Section 55 of the Condo- members regarding a gas contract were
tor General of Ontario (the “AUDG”) minium Act (the “Act”). The AUDG not part of the condominium’s formal
released her 2020 Annual Report appears to have arrived at this conclu- records. Indeed, board members must be
comprised of value-for-money audits sion based on an anecdotal unit owner free to have frank discussions amongst
of the provinces programs and services, who wanted to see “lists of permanent, themselves about the condo’s gover-
one of which focused on “Condomin- temporary and contract employees nance. The Supreme Court of Canada
ium Oversight in Ontario.” Although employed by the condo corporation” has explicitly affirmed that democratic
the audit report included some accurate and another who wanted to see the governance works best when the elected
observations about the condominium “support for the condo board’s approval officials responsible for decision-making
industry, there were some criticisms of a contract renewal.” Both of these are free to express themselves around the
and recommendations that may be unit owners were denied their requests table unreservedly.
misguided due to feedback received by the Condominium Authority Tribu- Practically speaking, if the AUDG
Photo: © Bigstock.com/ Rogatnev
from a small vocal minority of dissatis- nal (the “CAT”). wants owners to be entitled to non-
fied unit owners. In the 1st case, the CAT ruled that record information, in addition to
the list of employees did not exist. The the PICs and ICUs already circulated
More Managers are Needed, owner was seeking a list of all employees by the condo, then many condos will
and Management Fees Must working on the premises, but it is rare likely need to hire a full-time assis-
be Increased for a condo to have a list of every single tant manager or site administrator to
One of the criticisms levelled in the service provider’s potential personnel answer all of the information queries
report is that unit owners should be that would be sent on-site. that owners will be making. If this
entitled to information about their In the 2nd case, the CAT ruled that happens, the fees paid by the condo
condo, not just the records of their the discussion emails between board to the property management firm
34 I CM Magazine SPRING 202136 I CM Magazine SPRING 2021
must be split between the condomin- condo managers, which equates to field. As a result, there is an acute short-
ium manager and the extra assistant 3 . 4 condos for every manager. Many age of qualified managers in Ontario that
manager or a site administrator hired condominium managers are responsi- needs to be addressed.
to handle all of the information ble for more than four condominiums If the Ontario government wishes to
requests by owners. at a time, and they are not regional or implement some of the AUDG’s 2020
If the provincial government insists district managers. recommendations impacting managers,
on making records and non-records Increasing workloads of managers due then it must also step up efforts to make
information available to owners, then to legislative changes (both implemented condominium management more attrac-
the ‘race-to-the-bottom’ in manage- and yet-to-come), depressed manager tive to job seekers and recent graduates.
ment fees must stop. Condos need to salaries, increasing owner complaints Simultaneously, condominium
pay higher management fees. Further- filed with the CMRAO, and the demo- corporations must recognize that in
more, downloading more work to graphic “greying-out” of managers, is not this “sellers’ market,” and they will have
managers won’t help attract managers conducive to bringing managers into the to pay higher management fees to keep
to a field already experiencing acute
shortages.
Managers Fall on the Sword
of Their Board’s Decisions
The AUDG 2020 Annual Report
was critical of the Condominium
Management Regulatory Authority of
Ontario (the “ CMRAO ”) for closing
owner complaints about managers too
early without addressing the under-
lying grievance that the owner had.
However, the reason why so many
CMRAO complaints about managers
are closed “without the underlying
issues related to, for example, leaks,
floods and other significant repair
issues being resolved in a timely
manner” is likely because the manager
acts under the authority of the condo
board and is constrained by whatever
the board decides to do, or not do.
Unfortunately, managers are often
blamed for board decisions. Not only
is the manager tasked with receiving
the unit owner’s complaint in the
first place, but the manager is also
the messenger who must bear the bad
news of the board’s decision to the
complainant. Since unit owners are
unable to take their Board members
to the CAT or to some sort of “condo
police,” the unit owner resorts to filing
a complaint about the manager with
the CMRAO.
Going Forward Into 2021
While the report does highlight
some interesting aspects of the ever-
growing condominium industry in
Ontario, it appears to miss the fact that
the pool of condominium managers is
shrinking and significantly outpaced
by the rapid growth of new condo-
miniums. As of July 31 , 2020 , there
were 11,354 registered condominiums
in Ontario but only 3 , 369 licensed
37Your Trusted Condominium
Property Management Company
106 Westover Crescent
Ottawa, ON K2T 0K6
613-831-0700 or
613-612-1808
info@bergrealty.ca
www.bergrealty.ca
38 I CM Magazine SPRING 2021and retain a good manager. Condos be the manager’s fault or may cite the
must also be more proactive in helping 2020 report to other dissatisfied owners
protect their management personnel to rile up the group’s collective anger
from harassment by owners and resi- against management.
dents by implementing and enforcing Ultimately, condominium managers
workplace harassment policies. and the industry may soon reach a break-
While criticism is necessary to drive ing point. Managers are already exposed
positive change, castigating managers to the many perils of being the front-
based on the self-selected responses line “face” of communication between
received by the AUDG must be balanced dissatisfied owners and volunteer board
against the very real-world effects that members. These perils have only been
such “official” criticism has. exacerbated by the COVID-19 pandemic
A person who is thinking about still ravaging throughout the province,
becoming a condominium manager which has infected condominium resi-
might read the AUDG report and, dents and management personnel alike.
considering the dismal average salary Hopefully, in 2021, both the Ontario
of managers, reasonably decide not to government and the condominium client
enter the job market at all. Develop- base will recognize that more must be
ers will keep building condominiums, done to support this service industry. n
but there will not be enough manage-
ment personnel to staff them. Wealthy Victor Yee is a condominium lawyer
condominiums will be able to pay higher and litigator at Elia Associates. Victor
management fees to keep the good has successfully represented clients at
managers, and poorer condominiums all levels of court in Ontario, in vari-
will be left in the dust. ous tribunals throughout the province
Unfortunately, a disgruntled unit (including the CAT), and in private me-
owner may read the AUDG report and diations and arbitrations. He can be
shove it in the face of their on-site reached at vyee@elia.org.
manager as proof that everything must elia.org
39The Future of Condos
Jane Sleeth
Founder
Optimal Performance Consultants
Accessibility Audits
Creating Living-in-Place by Way
of Inclusive Design
The COVID-19 pandemic has brought ergonomic and human factors design audits should be completed by certified
the issue of accessibility and wellness in (HFD) could collaborate to provide Accessibility Auditors/Human Factors
our homes to the forefront. Virtually expertise, leading to inclusive design Design experts. The audit should lead
everyone has been impacted by stay-at- for condominiums either yet to be to the development of a report given
home orders and restrictions, leading constructed or those undergoing reno- to the condominium manager, so they
many of us to creatively adapt our living vations. have a full understanding of the prior-
spaces to meet our needs and be as func- In this article, we discuss how to ity areas needing to be upgraded, made
tional, safe and accessible as possible. cost-effectively create and upgrade accessible, and improved upon. This will
Imagine if our condominiums were condominiums that can be lived in, help the condominium in prioritizing
Photo: © iStock.com/johnnyGreig
designed to handle the ever-changing worked in, and enjoyed over the long and setting aside operating and capital
demands we require to live, be fit, work term, even if the owner develops a investments over time.
(now more than ever thanks to COVID- disability with age. It is important to People with disabilities in Canada
19, where over 55% of Canadians are understand where the deficits are in and represent 22% of the current popula-
currently working from home), and around the building, where accessible tion BUT a disproportionate amount
age-in-place. Imagine if we could fast elements are in place, and meet Building of discretionary money! One in seven
forward to where experts in condo- Code and Human Rights requirements. Canadians, about 4.4 million, have a
minium development, architecture and This begins with a condominium disability, and within 20 years, that
design, renovation and the science of Accessibility Audit. Condo accessibility number is expected to grow to one
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