Wish you were here

Absentee owners want to feel that they, and their interests, are being included in corporation life just the same as when they are present. Remember, these owners pay the same maintenance fees as everyone else! While they may be too busy with their life away to “write you back” they will certainly appreciate being kept in the loop, so be sure to keep your mailing and e-mail lists updated with summer and winter addresses.

Good communication builds good relationships. When a board makes a decision, it can have a significant impact not only on the owners’ financial well being but also on their quality of life. Each owner may be affected differently because we all know each “amenity” is valued differently by each unit owner. For a board to be effective, it must have the owners’ trust. This is especially true with owners that don’t spend 100 per cent of their time living in the residence.

This trust comes into play when owners’ votes must be cast from a long distance away. Though many condominium corporations may try to hold their annual meetings at peak times to net the largest attendance possible, various types of owners’ participation may be required at other times of the year. Confidence in the board is essential to make this work. The most certain way to communicate the board’s effectiveness is by clearly demonstrating the use of proven management controls and tools.

We’re holding down the fort

One of the most effective tools in managing a corporation’s assets is a reserve study. A reserve study provides a clear plan on how the condominium’s common elements will be managed into the future, how much that will cost, when the funds will be needed and how those funds will be raised. When reserve studies are followed and are kept up-to-date, an absent owner will feel that his or her interests are being looked after. The owner will know that deferred maintenance will not be piling up and that the good reputation of the condominium is being maintained in the real estate market.  In other words, their investment is being protected.

To make the most of such a tool, it is important to make its value evident to the owners. This includes sharing more than just the Form 15 summary. Some corporations produce a large copy of the reserve study’s major itemized listing of future repair projects. This poster-sized timeline projection is then placed in a high traffic location such as the club house or laundry room, and the status of each project is noted with coloured markers. This presents a very visible reminder that the board is doing its job. Of course it’s not common to share and present every little detail as this could result in a lengthy debate amongst owners. However, showing that a corporation is moving forward, continuously progressing and improving, is always received well by the community.

Welcome back

If yours is a community with unit owners living elsewhere for part of the year, many of these owners may own a condominium in another part of the country, or another country altogether. These owners have experiences with how other condominium corporations handle issues, which can be invaluable to you. To not take advantage of this resource, or not use this networking possibility with other boards, could be costly in lessons missed.

A “welcome back” social/business meeting will allow you to hear the experiences of your returning unit owners with their other corporations. The positive stories can provide you with best practices that may be applicable within your own corporation. The negative anecdotes can serve to increase owners’ appreciation for how well you are managing their local corporation, and perhaps provide reinforcement of why it is important to stay the course in areas where necessary decisions may be unpopular.

Committee participation is another way to draw owners into the workings of the corporation. Though short-stay owners may not want to get too involved, subcommittees can be developed to allow them to handle seasonal issues such as outdoor activities, summer ground maintenance, etc.

When some owners complain that they want to know more about what is going on, invite them to the next board meeting or, better yet, ask them to recommend a communication method that would work for them. Turn the problem into the solution. The goal is to let the owners get as involved as they wish, or feel comfortable enough to just kick off their sandals and relax.

Whether the corporation in question is a primary home for “snowbirds” before they head south, a vacation condo for summers in cottage country, or a weekend ski trip getaway, regular and consistent communication with absentee owners should be your number one priority.

Tools of Communication

A quick checklist for boards and property managers to promote success in “mobile” communities:

• Keep mailing and e-mail lists updated with summer and winter addresses.
• Make decisions that promote a development of trust.
• Give plenty of notice before general meetings. Provide updates and summaries for all meeting outcomes that are available to everyone.
• Share the major reserve fund project plans with the community.
• Host “Welcome Back” networking and social events.
• Create subcommittees.
• Promote participation among unit owners.

Henry J. Jansen, P.Eng., is the president of Criterium-Jansen Engineers, an engineering firm that provides building inspections, reserve studies and related services. Criterium-Jansen Engineers is affiliated with Criterium Engineers which has been serving North America since 1957.