Communication failures are the most common source of dissatisfaction with property management companies — and the most predictable. A management company’s communication approach should be described clearly before any agreement is signed: how the board receives information, how owners access the manager, how emergencies are handled, and how documentation is maintained. These aren’t soft relationship questions — they’re operational commitments that should be in the agreement.
“The communication question I always raise with prospective clients is: what does good communication look like to your board? Because every board is different. Some boards want a weekly update email. Some want to be left alone unless there’s an issue. Some want to be consulted before any contractor decision. Defining that upfront — and confirming the management company can deliver it — prevents the most common dissatisfaction in the relationship.”
— Jeri Dyrmishi, CEO of Synapse Property Management
Table of Contents
Questions About Board Communication
What does the standard board communication package include, and how often is it delivered?
Ask for a sample of the standard monthly board package. A professional management company should provide:
Monthly board package:
– Management report: a narrative summary of the month’s key events, issues, and upcoming items
– Financial statements (as described in the financial management article)
– Outstanding work order summary
– Owner communications log summary
– Upcoming maintenance schedule
Between-meeting updates:
– How are urgent issues communicated to the board between scheduled meetings?
– Is there a defined protocol for what constitutes an urgent issue requiring immediate board notification?
What a good answer looks like: A sample monthly package shown during the evaluation, demonstrating the depth and clarity of the reporting.
How are board meetings prepared and conducted?
Ask specifically:
- How far in advance is the board package delivered before each meeting?
- Does the manager attend all board meetings, or only some?
- How are board meeting minutes prepared and distributed?
- Does the company use a property management software platform for board communication, and can board members access it directly?
What property management software platform does the company use?
Modern property management companies use software platforms (Buildium, Yardi, AppFolio, Condo Manager, or similar) that provide boards and owners with direct access to financial reports, work orders, documents, and communication logs. Ask what platform the company uses and what level of access the board will have.
Questions About Owner Communication
How do owners contact management, and what is the response standard?
Owners interact with the management company for a range of issues — maintenance requests, noise complaints, bylaw questions, status certificate requests, parking disputes. Ask specifically:
- What is the primary channel for owner inquiries? (Phone, email, owner portal, app?)
- What is the target response time for routine owner inquiries?
- How are owner complaints documented and tracked?
What a good answer looks like: A defined response standard — for example, acknowledgment within 24 hours and substantive response within 48–72 hours for routine matters.
How are notices and communications distributed to owners?
Ask what the standard process is for distributing notices to all owners — maintenance notices, AGM notices, rule amendments, important updates:
- Is communication primarily digital, physical, or both?
- How does the company accommodate owners who don’t have email?
- Are communication logs maintained so the board can verify that specific notices were sent?
Questions About Emergency Response
What is the after-hours emergency protocol?
Condominium emergencies — major water leaks, elevator entrapment, fire alarm activation, security incidents — happen outside business hours. Ask specifically:
- Is there a 24/7 emergency line?
- Who answers that line — a live person, an answering service, or voicemail?
- What is the escalation protocol for different types of emergencies?
- What authority does the manager have to act without board approval in an emergency, and what is the spending limit?
What a good answer looks like: A live 24/7 response (either directly through the management company or through a monitored answering service with defined escalation), a clear escalation protocol for different emergency types, and a defined emergency spending authority.
Can the company provide examples of how they’ve handled emergencies at comparable properties?
Ask for specific examples — not hypothetical protocols, but actual incidents and how they were managed. This reveals whether the protocols are real or aspirational.
Questions About Documentation and Records Management
How are corporation records maintained and organized?
The corporation’s records — meeting minutes, owner files, contracts, correspondence, maintenance records, financial records — must be maintained in an organized, accessible manner. Ask:
- What software or system is used for records management?
- Are records accessible to the board at any time?
- How are records transferred if the management company changes?
How are work orders tracked and reported?
Routine and emergency work orders should be tracked in a system that allows the board to see the status of outstanding work, completed work, and associated costs. Ask what work order management looks like in practice and whether the board has direct access to work order status.
Is a move-in/move-out process documented?
In many condominium corporations, moves require scheduling with management to reserve the elevator and protect common areas. Ask whether there is a documented move management process and how it’s enforced.
Related Questions
- Questions to Ask a Property Management Company Before You Hire One
- Questions to Ask About the Property Management Agreement
- Red Flags When Hiring a Property Management Company
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