Go behind the scenes with your condominium operations team: emergencies, maintenance, and head office support. Learn how residents can help keep buildings running.
There’s a lot that goes on behind the scenes to keep a condominium running smoothly. Condominium operations involve much more than repairs, maintenance, and managing shared spaces. While these may be the most visible parts of an operations team’s role, they’re only part of the picture.
From managing day-to-day issues to coordinating the many moving parts of a building, the operations team has a lot on its plate, and much of that work happens without residents ever seeing it.
Who makes up the condominium operations team?
The condominium operations team includes the property manager, superintendent, janitorial crew, security personnel, concierge, maintenance workers, and the outside contractors who support them. Each plays an essential role every day the building operates. The board of directors sets the direction, and the property manager and site team carry it out.
Irregular workload and hours
From performing regular maintenance to dealing with the aftermath of an incident, the day-to-day realities of the team differ. This spontaneity also applies to their work hours; sometimes a resident might be experiencing an emergency at 2 a.m., and the first person they think to call is the property manager or security personnel. When dealing with an emergency at any time, the responsibility of the building operations team does not end when the first responders arrive.
For example, during a fire, the priority is following the building’s approved fire safety plan and the direction of the fire department. After the crisis has been mitigated, it is the responsibility of the property manager, janitorial crew, and maintenance workers to deal with the residual effects.
The property manager would document the damage, notify the insurer and the board, and coordinate restoration contractors. The janitorial crew would be responsible for securing and cleaning the affected area, while the maintenance workers would oversee the repairs.
There is no predicting what the day may bring; the most important thing is that all parties must be alert and ready to provide any solution.
Head office support
The condominium operations team often relies on the head office for support with financial and administrative responsibilities. This may include ensuring the condominium complies with the Condominium Act, 1998 and its own governing documents, preparing budgets and monthly financial statements, coordinating audits and reserve fund studies, issuing status certificates, and organizing annual general meetings.
These responsibilities can require significant time and attention to detail, taking focus away from the day-to-day needs of the building. An experienced management team can provide the financial and administrative support needed to keep these tasks on track, allowing the operations team to focus on maintaining the property and delivering a positive resident experience.
Preventive maintenance, reactive maintenance, and everything in between
Building maintenance is one of the largest parts of the operations team’s work, and it generally falls into five categories: preventive, reactive, routine, emergency, and seasonal maintenance.
- Preventive maintenance is planned work that catches problems before they start, such as fire alarm testing, generator checks, winterization and HVAC servicing.
- Reactive maintenance responds to something that has already failed, like a leaking pipe, faulty wiring, or an elevator outage. It often begins with a resident’s report and cannot be scheduled in advance.
- Routine maintenance is the regular cleaning and upkeep that keeps common areas safe, clean, and welcoming for residents.
- Emergency maintenance addresses urgent situations, such as floods or fires, that threaten safety or property and need immediate action.
- Seasonal maintenance prepares the building for changing conditions, including winterization, snow removal, and spring landscaping.
As a building ages, the balance between these categories matters more. A consistent preventive maintenance program reduces costly emergency repairs, protects the reserve fund, and helps keep condo fee increases predictable for owners.
How residents can help
Residents can help in several ways, but the most important are through clear and timely communication and treating shared spaces with care.
When residents communicate plainly and promptly about wear and tear in the building, repairs happen sooner and small issues are less likely to become serious incidents. Each building is different, but most have an online portal where residents can submit their reports. Behind every good reporting system is a management team that acknowledges requests promptly and keeps residents informed until the issue is resolved.
Treating shared spaces with care is another way residents can help. When shared spaces and equipment, like elevators, are treated with care, they need less frequent repair and the risk of accidents in the building goes down.
A few simple habits also make a real difference:
- Report leaks, odours, or damage right away, even if they seem minor.
- Know who to call after hours and keep emergency contact numbers handy.
- Book the elevator in advance for moves and large deliveries.
- Keep your contact details up to date with management.
- If your suite has a water shut-off valve, turn it off before an extended trip.
How ICC supports your operations team
Since 1992, ICC Property Management has supported the site teams at more than 325 condominium communities across the GTA. Our head office handles the financial, administrative, and compliance work behind the scenes, so the people on site can focus on your building and your residents.
Get assistance from an experienced property management company
The building operations team manages a wide range of responsibilities that require their attention every day. Balancing these competing priorities can make it challenging to give every aspect of building operations the attention it deserves, including resident safety and satisfaction. The right property management support can help ease this workload and ensure these priorities remain front and centre. Contact us today to learn more.