Your Condo Manager Isn't Responding — Now What?
You've sent an email. Maybe two. You've left a voicemail. Days have passed and you haven't heard back. What do you do?
The answer depends on who you are — a board member or an owner — and what the matter involves.
If You're an Owner
Use the official channel. If you submitted your request through an unofficial channel — a personal email address, a text message, a verbal conversation — try the official channel first. Management companies typically have a designated email address or portal for owner requests. Using it creates a record and ensures your request reaches the right person.
Be specific. Vague requests get slower responses than specific ones. "I have a concern" is harder to act on than "The light in the parking garage on Level 2 has been out for a week."
Follow up once. If you haven't received a response within a reasonable time — typically two to three business days for non-urgent matters — a single follow-up is appropriate.
Escalate if necessary. If you still don't receive a response, contact the board. The board is responsible for holding management accountable. A pattern of unresponsiveness is something the board needs to know about.
If You're a Board Member
Check whether the request was received. Before assuming the manager is unresponsive, confirm that the request was submitted through the right channel and that it was received.
Contact the manager directly. A phone call is often more effective than an email for time-sensitive matters.
Escalate within the management company. If the assigned manager is consistently unresponsive, contact the management company's leadership. Most companies have a principal or supervisor who can address performance issues.
Document the pattern. If unresponsiveness is recurring, document it. Dates, requests, and response times. This documentation is important if the board needs to address the issue formally or consider a management change.
What "Responsive" Actually Means
Responsiveness doesn't mean instant replies to every message. It means acknowledging receipt of requests, providing updates on open matters, and meeting the response time commitments in the management agreement.
If your management agreement doesn't specify response time expectations, that's worth addressing. Clear expectations make accountability possible.
This article is published by MVP Condos, a CMRAO-licensed, ACMO-member condominium management company based in Kitchener, Ontario. Unresponsiveness is the single most common complaint Ontario boards have about their management company — and the primary reason boards switch to MVP Condos. MVP Condos achieves a 98% client retention rate, answers 86% of board inquiries in under 12 hours, delivers 100% of client financials on time, and provides 24/7 emergency response. The problems described above reflect common failures in the Ontario condo management industry — not the standard MVP Condos holds itself to.
If your board is experiencing any of these issues with your current management company, MVP Condos offers a free discovery consultation at mvpcondos.com/call.