Case Study: Platinum-Condominiums – From-High-Risk-to-High-Security

Location

15 Queen St. South, Hamilton, Ontario – Nestled near the vibrant, yet challenging, Hess Village.

The Challenge

Platinum Condominiums, a 300-unit condominium corporation, registered in January 2022 in the heart of downtown Hamilton, faced a significant security crisis. Its prime location near the bustling Hess Village, while offering exciting amenities, also presented unique challenges. Like many entertainment districts, the area experienced issues with theft, impacting the safety and peace of mind of Platinum Condo Property Management Services in Hamiltonresidents.

This situation was further compounded by a city-wide crisis: Hamilton had declared a state of emergency due to a surge in homelessness, placing additional strain on downtown resources and creating a more vulnerable environment. When CityTowers Property Management Inc. assumed management in May 2023, it required prompt and decisive measures. The issues included frequent package and delivery thefts and an increase in homeless individuals seeking shelter overnight, which affected resident trust and contributed to a sense of insecurity. The developer did not allocate a budget for front desk or security operations. 

The Catalyst

The problem stemmed from a confluence of vulnerabilities. The mailroom door remained perpetually open, effectively inviting unauthorized access and theft (See Attachment 1). A long-standing malfunction of the Snaile locker system, inoperable for months prior to CityTowers’ arrival, further exacerbated the issue. Residents had no secure delivery options, leaving packages exposed and vulnerable.

The CityTowers Solution

CityTowers implemented a multi-pronged approach to address these critical security gaps:

• Securing the Mailroom: The first step was to implement an automated closing schedule for the mailroom. After designated hours, access was strictly controlled, requiring resident fob access for entry (See Attachment 2). This simple, yet effective measure immediately created a barrier against opportunistic theft.

• Reviving the Locker System: CityTowers immediately prioritized the repair of the long-neglected Snaile locker system. Demanding swift action from Snaile, the system was finally restored to working order, providing residents with a secure alternative for package deliveries (See Attachment 3). This dramatically reduced the vulnerability of unattended packages.

• • On-Site Security Presence: Recognizing the need for a stronger deterrent, CityTowers promoted and the Board approved the on-site security personnel with dedicated front desk presence (See Attachment 4). We had to build a front desk and redesign the lobby. This proactive measure not only deterred theft but also provided residents with a sense of security and a point of contact for any concerns. Security personnel were empowered to remove trespassers, liaise with law enforcement when necessary, and utilize strategically placed security cameras to monitor key areas, including package delivery zones.

• Informing Residents About Security: CityTowers on-site management initiated an educational campaign to inform residents that security is a collective responsibility. We initiated a robust communication strategy, regularly reminding residents to monitor their deliveries, remain vigilant, and provide specific delivery instructions, such as requesting packages be delivered directly to their unit or secured in the Snaile locker system.

The Results 

The combined impact of these measures was transformative. Package theft was virtually eliminated. Resident satisfaction soared, and a sense of security was restored to Platinum Condominiums.

Key Takeaways

• Proactive Security is Paramount: In challenging urban environments, a proactive and multi-faceted approach to security is essential.
• Technology and Human Presence Work Best Together: Combining technological solutions like secure access systems and functional locker systems with a visible security presence creates a powerful deterrent.
• Communication is Key: Open and consistent communication with residents is vital for building trust and fostering a sense of shared responsibility for security.
• Swift Action Makes a Difference: Addressing security vulnerabilities promptly and decisively demonstrates a commitment to resident safety and well-being.

By taking decisive action, CityTowers transformed Platinum Condominiums from a high-risk building to a secure and welcoming community, even amidst the challenges of a downtown core facing a homelessness crisis. This case study demonstrates CityTowers’ commitment to creating safe and thriving communities for its residents.