Background
Harbour Cove, a medium-density strata tucked away in False Creek, Vancouver, was actively searching for a software system that could help the community improve processes for sharing information and managing service requests. Bob McFadden, President of Strata Council, played a key role in selecting the option that would best serve owners and management.
"It's helped, certainly, the building manager. Instead of being flooded with unstructured emails, he now has a structured format that he can deal with and it’s been very effective. […] Every time there’s an update to the request, the owner is informed and the person acting is informed."
Bob McFadden
Strata Council President, Harbour Cove
Challenges
Data was spread out across different systems
Keeping complete, up-to-date records was a taxing process.
Documents were not easy to access or find
Only the strata manager had access to certain documents, and he had to download a document to see it.
Service requests came from multiple sources
Requests were submitted via phone calls, emails and letters. There was no coordinated system.
Limited communication
The strata had limited success getting constructive feedback from owners.
Solutions
Transfer data to Condo Control
Harbour Cove used Condo Control to centralize data, documents and service requests.
Structured processes
All service requests come through Condo Control and are automatically directed to the correct person.
Two-way flow of information
Owners can easily share their thoughts about projects via surveys, and check announcements at any time.
Key Successes Since Implementing Condo Control
High Engagement
- Almost 50% of owners have frequently used the system since the launch. The more people use Condo Control, the more connected they become to their community.
Greater Productivity
- Both the strata council and strata manager can access and update documents in a few minutes or less.
Fast maintenance resolutions and better compliance
- Not only is it easier for management to track and close maintenance requests, but owners wishing to do unit renovations are required to submit mandatory information about their contractor before the request can be approved.
Owners have more say about how money is spent
- When the strata proposed to move ahead with interior improvements, about 150 owners responded to surveys to vote on their preferred design choices.
Conclusion
Harbour Cove has experienced positive changes after implementing Condo Control. Data and documents are centralized, and communication between owners and management is more consistent. Harbour Cove will continue using the software system to make future improvements and keep owners happy.
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