Survey Results on Management Company

Summary of Feedback on Management Company

Explanation of Results (Duplicate Responses)

There were a total of 8 responses. One respondent submitted 3 responses. To ensure the results accurately represent unique opinions, duplicates were treated as one response:

• 83.3% (5 unique individuals) expressed dissatisfaction with the management company.

• 16.7% (1 unique individual) expressed being “very satisfied”. Responses for this person provided separately.

Takeaway

There is overlap on responses between both the “dissatisfied” and “very satisfied” throughout the survey. In general, urgent issues and transparency are a significant source of concern for all.

Both satisfied and dissatisfied respondents acknowledge the importance of responsiveness and communication in management. 

• Satisfied individual praised the management company for providing quick, knowledgeable, and helpful responses, as well as for improvements in proactive communication and online services (although this individual points to Swiftlane which has nothing to do with FSR). 

• Dissatisfied respondents, while critical of slow responses to urgent issues and inadequate follow-through, also recognized areas of improvement, such as mild progress since previous management and the utility of the online portal. 

There is overlap in expectations for service provided by the management company. The inconsistency in rating suggests there may be inconsistencies in execution by FSR with them providing potentially preferential response times for certain community members? 

Key Dissatisfaction Themes

Based on the feedback provided in the survey, dissatisfied respondents expressed concerns about:

Slow Response Times:

• 2 respondents explicitly mentioned delays in responses or slow action on requests.

Poor Communication:

• 3 respondents highlighted concerns about inadequate updates, lack of transparency, or unclear communication.

Lack of Follow-Through:

• 2 respondents pointed out issues with incomplete or unsatisfactory resolutions to their concerns.

Neglect of Responsibilities:

• 1 respondent mentioned concerns about the neglect of maintenance and lack of supervision in critical areas.

Based on the feedback provided in the survey, very satisfied respondent expressed concerns about:

Slow Response time/Delays in Action:

• Frustrated with slow responses to urgent issues like the garage gate and elevator, especially on weekends.

Distance of Management: 

• Perceived inefficiency due to geographical separation.

After-Hours Fees: 

• Dissatisfied with the $75 charge for after-hours calls, citing previous management’s more cost-effective approach.

Suggested Improvement: 

• Advocated for using Swiftlane to streamline issue reporting and communication with FSR.

Positive Things Highlighted

Based on the feedback provided in the survey, dissatisfied respondents listed these as positives:

Responsiveness:

• Mentioned 1 time as an area where they saw improvement or appreciated efforts.

Mild Improvement Since 2017:

• Acknowledged 1 time as a positive change compared to previous management periods.

Online Portal/Services:

• Mentioned 2 times, with one respondent describing it as "pretty good" and another as "okay."

Nothing Positive:

• Explicitly mentioned 1 time, with the respondent stating "Nothing material to note."

Based on the feedback provided in the survey, very satisfied respondent listed these as positives:

Responsiveness: 

• Quick, knowledgeable, and helpful answers to questions, which they felt was an improvement over previous management.

Proactive Communication: 

• Valued being kept informed about developments.

Understanding Community Needs: 

• Commended the company’s acknowledgment of community issues.

What Respondents Want in a Management Company

When asked about the most important qualities and services, both very satisfied and dissatisfied respondents emphasized:

Responsiveness:

• 4 respondents indicated that timely responses and actions are critical.

Transparency:

• 4 respondents noted the importance of clear and open communication (3 dissatisfied and 1 very satisfied).

Reliability:

• 3 respondents mentioned a need for consistent and dependable service (2 dissatisfied and 1 very satisfied).

Attention to Detail/Understanding Community Needs:

• 3 respondents expressed a desire for thorough handling of responsibilities and follow-through. (2 dissatisfied and 1 very satisfied).

Methodology

Survey was sent on December 17 via facebook and via email distribution list that Elizabeth Chaponot has (initially pulled from Willis portal in February 2022 and updated via volunteer addition form submission provided on Green City Loft website.

Questions asked:

• How satisfied are you with First Service Residential (our management company)?

• What do you like about the current management company?

• What are your primary concerns or frustrations with the current management company (if any)?

• Please list 3 qualities and or services you feel are most important in a management company

• Do you have another management company you would recommend?

• If you have another management company you would recommend please share name here

• Is there anything else you’d like us to know?