At CityTowers, we believe that open communication and transparency are key to building strong partnerships with the communities we serve. Over our 18 years in the industry, we've had the pleasure of meeting with countless condo boards and residents. During our presentations, we've noticed some questions come up again and again.

We’ve collected the most frequently asked questions from many of our presentations and compiled them here for you. We hope this Q&A provides valuable insight into our proactive, professional, and innovative approach to condominium management.

How do you source, vet, and select vendors?

CityTowers has cultivated a robust network of over 460 pre-vetted vendors. This network is built on long-standing relationships, trusted referrals, and a thorough selection process. We meticulously verify each vendor’s insurance, certifications, and references to ensure they meet our high standards. We also have a "smart" way of working with new vendors: we start them on smaller projects first to see their performance in action before entrusting them with larger, more complex work.
How do you ensure we're not overpaying for services, especially for older buildings?

We use a multi-faceted approach to ensure cost-effectiveness. This includes a rigorous tendering process for all contracts, often with oversight from independent experts like engineers for larger projects. For older buildings, we proactively manage aging infrastructure with a complimentary ASHRAE Level II Energy Audit. This innovative program helps us identify opportunities for significant utility savings and a clear return on investment for equipment upgrade
What oversight do you provide during large repair or capital projects?

For all significant capital projects, we strongly recommend and facilitate bringing in a qualified engineer from the start. They prepare the scope of work and specifications, while our management team provides comprehensive support in coordinating vendors and communicating with owners. Payments are only processed after an engineer's formal sign-off, ensuring work is completed to the highest standards
Who manages vendors day-to-day, and how do you ensure work is completed properly?

Our on-site condominium managers, backed by our executive team, provide diligent oversight. This includes monthly property inspections and frequent spot inspections of vendor work to verify quality. We maintain detailed maintenance logs for major assets and our managers provide weekly updates to the board, ensuring proactive communication and accountability.
How do you communicate with the board and ensure transparency?

We maintain a robust reporting system centered on full transparency. Our communication protocols include:

- Monthly Financial Reports generated through advanced condo management software.

- Weekly Manager Updates on key developments and action items.

- Real-time online access for directors to all corporation files, including minutes, financial reports, and engineering studies.

- Accessible executives who are easily reachable via cell phone
What is your turnover rate for property managers, and how do you retain talent?

According to the Condominium Management Regulatory Authority of Ontario (CMRAO), the industry average for a site manager’s tenure is less than one year. In contrast, our managers remain at the same building for an average of 3.9 years. We prioritize our managers as our most important asset by providing ongoing training and professional development, a robust HR development program, and strong head office support. Our use of technology, including Gemini AI, also helps our managers streamline their workload and focus on what's most important.
How do you handle disagreements or board pushback?

We view the board as our senior partners and are committed to fostering a collaborative relationship. In the rare instance of a disagreement, we take a professional approach by first transparently explaining why a request may conflict with the Condominium Act or ethical standards. We then engage in open dialogue to seek understanding and offer alternative solutions that align with the board's goals and regulatory requirements.
How do you ensure decisions are made in the best interest of owners, not just vendors?

Our fundamental mandate is to exclusively represent the interests of the condominium corporation. We maintain a strict policy of no affiliations with vendor businesses, which eliminates conflicts of interest. We actively negotiate for 3-5% price reductions on vendor proposals and use a mandatory competitive tendering process to drive down costs. Our detailed financial reviews are also designed to continually identify cost-saving opportunities for owners.
What is your process for dealing with owner/tenant complaints or disputes?

We follow a strict and systematic process: all complaints are formally acknowledged within 24 hours. The manager meets with the complainant to review the issue, and input is gathered from all parties. If necessary, our senior executives may become involved to help resolve issues proactively before they escalate to legal action. Every complaint is reported to the board at scheduled meetings via our comprehensive management report.
What does your transition plan look like when onboarding a new community?

Our transition plan is a structured, executive-led process that ensures a smooth and professional transfer of management. It begins immediately upon a contract being signed, typically allowing for a 60-day transition period led by one of our executives. We work through four key phases, from initial records and banking setup to a final introductory meeting with all key vendors, to ensure there is no disruption to your community's operations

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