Living in a condo or strata community offers many benefits, but its success hinges on one crucial element: active participation from owners. As you may have seen from your experiences, when owners are engaged in the decision-making process, the entire community thrives.
So, how can strata councils and property managers create this important engagement? This guide will explore the various routes for a multi-faceted approach to better community communication. Let’s begin.
Encouraging Owner Participation
Formal Meetings & Governance
Formal meetings are the cornerstone of strata governance. They provide the legal framework for making collective decisions, ensuring that every owner has a voice in the major issues affecting their property. These gatherings are essential for transparency, accountability, and compliance with provincial legislation.
Annual General Meetings (AGMs)
The Annual General Meeting (AGM) is the most important meeting of the year for any strata corporation. It’s a mandatory event where owners come together to review the past year’s performance and plan for the year ahead. At the AGM, owners exercise their voting rights on several critical items:
Budgets
Owners vote to approve the annual operating budget, which covers day-to-day expenses like maintenance, cleaning, and utilities. They also vote on contributions to the contingency reserve fund (CRF), a long-term savings account for major repairs and replacements. The last thing you want is a depleted reserve fund.
Bylaws
Any proposed changes to the community’s bylaws must be presented and approved by owners at an AGM or SGM. This keeps it so that the rules governing the community reflect the will of the majority.
Council Elections
The strata council, which manages the daily affairs of the corporation, is elected by owners at the AGM. This is a fundamental opportunity for owners to choose the representatives they trust to make sound decisions on their behalf.
To achieve high attendance and productive discussion, strata councils should provide ample notice and distribute a comprehensive information package well in advance. This package typically includes the agenda, previous meeting minutes, financial statements, and the proposed budget.
Special General Meetings (SGMs)
While AGMs are scheduled annually, sometimes urgent matters arise that cannot wait. A Special General Meeting (SGM) can be called to address these specific issues. An SGM is required for any major decision that necessitates a vote from all owners, such as:
- Approving a special levy for an unexpected major repair (e.g., a failed roof or boiler).
- Voting on the removal of a council member.
- Considering a significant alteration to common property.
- Authorizing legal action on behalf of the strata corporation.
Like AGMs, SGMs require proper notice and a clear agenda outlining the specific resolution to be voted on. These meetings ensure that significant financial or governance changes receive the necessary approval from the ownership.
Recommended Resource: Annual General Meetings (AGMs) & Special General Meetings (SGMs): Best Practices
Town Hall Meetings
Before a formal vote at an AGM or SGM, particularly for a complex or costly project, hosting a town hall meeting can be incredibly beneficial. Town halls are less formal and are primarily for discussion and information sharing rather than voting. They provide a forum for the council and property manager to present detailed information about a proposed project, such as a major renovation or a new amenity.
During a town hall, owners can ask questions, voice concerns, and provide feedback. This open dialogue helps the council gauge owner sentiment and address potential issues before a formal vote is taken. It fosters transparency and can increase the likelihood of a successful resolution vote at the subsequent general meeting. Make sure meetings are properly recorded with meeting minutes, too.
Recommended Resource: What Roles & Responsibilities Exist on Strata Councils?
Committee Meetings
For larger strata corporations, committees can be an effective way to involve interested owners in specific areas of governance. These smaller groups focus on particular aspects of community management and report back to the strata council with recommendations. Common committees include:
- Finance Committee: Assists the treasurer with budget preparation and financial oversight.
- Landscaping Committee: Provides input on garden maintenance and beautification projects.
- Social Committee: Organizes community events to foster a sense of connection among residents.
- Building Maintenance Committee: Focuses on the upkeep and repair of the building’s physical components.
Committees allow passionate and knowledgeable owners to contribute their expertise without committing to a full council position. This delegates tasks, reduces the council’s workload, and increases overall owner participation in the community’s management.
Written Communications
Consistent and clear written communication is fundamental to keeping owners informed. Not everyone can attend every meeting, so providing information in written form helps all owners have access to the same updates and official records.
Monthly or Quarterly Newsletters
A regular newsletter is an excellent tool for sharing community news and updates. It can be distributed via email to save on printing costs or delivered as a hard copy for those who prefer it. A well-crafted newsletter can include:
- A summary of recent council decisions.
- Reminders about upcoming maintenance or community events.
- Highlights of positive community news or achievements.
- Educational articles on topics like bylaw compliance or energy conservation.
Newsletters help create a sense of community and keep residents informed about what’s happening in their building, fostering a more connected and engaged ownership base.
Official Notices
Certain communications require a more formal approach. Official notices are legally required for matters such as bylaw changes, upcoming general meetings, and special assessments. These notices must be delivered according to the specific requirements outlined in the province’s strata legislation and the corporation’s bylaws.
Similarly, official notices are used to inform owners of rule violations, ensuring a fair and documented process is followed.
Annual Financial Statements and Auditor Reports
Transparency in financial matters is paramount. Before every AGM, the strata corporation must provide all owners with the annual financial statements and, if applicable, the auditor’s report. These documents give owners a detailed look at how their strata fees and reserve funds are being managed. Presenting this information clearly helps build trust and allows owners to make informed decisions when voting on the budget.
Recommended Resource: Reading and Understanding Strata Financial Statements
Meeting Minutes
After every council meeting, AGM, or SGM, minutes should be drafted and made available to all owners. Meeting minutes provide an official record of the discussions held, decisions made, and votes taken. Posting them in a common area or on a digital portal allows owners who could not attend to stay informed about the council’s activities. This practice upholds transparency and holds the council accountable to the ownership.
Notice Boards
Physical notice boards in high-traffic common areas like lobbies, mailrooms, or elevators remain a simple yet effective communication tool. They are perfect for posting urgent announcements, meeting reminders, and community updates. While digital methods are becoming more common, a well-maintained notice board keeps that important information visible for all residents to see on a daily basis.
Digital Engagement
In today’s digital world, leveraging technology can dramatically improve communication and engagement. Digital tools offer convenience, speed, and a centralized hub for all community-related information, making it easier than ever for owners to stay involved.
Online Portals or Apps
Many property management companies now offer online portals or dedicated mobile apps for the communities they manage. These platforms serve as a one-stop shop where owners can:
Access Documents: View and download important documents like bylaws, meeting minutes, financial statements, and engineering reports.
Submit Requests: Log maintenance requests or make inquiries directly through the platform, creating a trackable record of communication.
Pay Fees: Securely pay monthly strata fees or dispute fees, online.
Book Amenities: Reserve building amenities such as party rooms or guest suites.
Receive Notifications: Get instant updates and announcements from the property manager or council.
An online portal streamlines administrative tasks and provides owners with 24/7 access to information, empowering them to be more self-sufficient and engaged.
Email Correspondence
Email remains a primary tool for direct and efficient communication. Property managers and councils can use email to send out newsletters, official notices, and personalized responses to owner inquiries. For maintenance requests or complaints, having a dedicated email address makes sure that issues are logged, tracked, and addressed in an organized manner. Using a bulk email service can also help in distributing community-wide announcements quickly and reliably.
Text Message Alerts
For truly urgent matters, text message alerts can be invaluable. This method is ideal for emergencies such as a water shutdown, fire alarm testing, or security alerts. Because text messages are read almost instantly, they are the most effective way to disseminate time-sensitive information that requires immediate attention from residents. Owners would need to opt-in to such a service to comply with privacy regulations.
Some experts have even found success with social media as a successful communication tactic.
Direct Interaction
While written and digital communications are efficient, they can’t fully replace the value of direct, personal interaction. Creating opportunities for face-to-face or voice-to-voice conversations helps build trust, clarify complex issues, and foster a stronger sense of community.
Property Management Office Hours
If the property manager works on-site, designated office hours allow owners to drop in and discuss concerns in person. This personal touch can be very effective for resolving minor issues before they escalate. It demonstrates that management is accessible and responsive to residents’ needs, which helps build positive relationships within the community.
Phone Hotlines
A dedicated phone line for general inquiries and a separate hotline for after-hours emergencies are essential. Then, residents can always reach someone when they need help. The general inquiries line can handle routine questions during business hours, while the emergency hotline provides peace of mind that urgent issues, like a burst pipe or security breach, will be addressed promptly, day or night.
Surveys
Surveys are a proactive way to seek owner input on a wide range of topics. Strata councils can use surveys to gauge interest in new amenities, gather feedback on potential rule changes, or prioritize capital projects. Whether conducted online or on paper, surveys make owners feel that their opinions are valued. Analyzing the results provides the council with valuable data to guide their decisions and better align them with the community’s preferences.
Recommended Resource: The Guide to Condo Vendor Management for Condo & Strata Communities
Compliance & Resolution
A well-run community requires a fair and consistent approach to enforcing rules and resolving disputes. Clear processes for compliance and conflict resolution protect the rights of all residents and maintain a harmonious living environment.
Warning Letters or Fines
When a bylaw violation occurs, a formal process of warnings and, if necessary, fines is required. This process typically starts with a courtesy reminder, followed by an official warning letter if the issue persists. If the violation continues, the strata council can levy fines as outlined in the bylaws.
Dispute Resolution Processes
Conflicts are inevitable in any community. Whether it’s a dispute between two owners over noise or a disagreement between an owner and the council, having a formal dispute resolution process is crucial. This process should be clearly outlined in the bylaws and may involve mediation or arbitration as a step before legal action. It provides a structured and impartial path to resolving conflicts, helping to maintain peace and goodwill within the community.
Recommended Resource: Handling Disputes & the Role of the Civil Resolution Tribunal (CRT)
The Power of Participation
Building a Thriving Community Together
Engaging condo owners is not a one-time task but an ongoing commitment. By combining formal governance, diverse communication channels, and direct interaction, strata councils and property managers can create a transparent, inclusive, and collaborative environment.
When owners feel heard, informed, and respected, they are more likely to participate actively in the life of their community. This collective effort is the key to protecting the value of your shared investment and building a place that everyone is proud to call home.