Condominium boards and property management teams have a shared responsibility: to protect the integrity of the property and foster a thriving, trusting community. But while policies and procedures are essential, the real foundation of a well-run condo lies in trust – and that trust is built through transparency, communication, and respect.
Here are five actionable tips that condo boards and property managers can use to build lasting trust with suite owners.
1. Communicate Proactively and Frequently
Condo owners are more than just residents – they’re the shareholders of the corporation. As such, they deserve regular, proactive communication from the board and property management. Whether it’s upcoming projects, financial updates, or community concerns, owners appreciate being kept in the loop.
Sharing information in advance – through newsletters, digital notice boards, emails, or town hall meetings – demonstrates respect. Even if a decision hasn’t been finalized, simply informing residents of ongoing discussions builds trust and avoids the impression of secrecy.
2. Involve Suite Owners in Major Decisions
Trust grows when people feel they’ve been heard. While boards are elected to act in the best interest of the corporation, some decisions – particularly those involving large expenditures or improvements that go beyond basic maintenance – warrant broader input.
Even when not legally required, the board should consider engaging owners before committing to major non-urgent projects. Hosting open forums, gathering feedback, and genuinely considering owner opinions not only enhances decision quality but also reinforces the idea that condo funds are spent thoughtfully and with consensus.
3. Hold Regular Board-Owner Engagements
Routine engagement between board members and suite owners helps humanize leadership and open a two-way street of communication. These meetings give owners a safe space to share concerns, report issues, and better understand the board’s priorities and constraints.
It’s not just about solving problems – it’s about showing up and listening. When owners see that board members are accessible, responsive, and willing to engage, trust deepens naturally.
4. Ensure Property Management Has Strong People Skills
The role of the property manager extends far beyond maintenance coordination and administrative tasks – they are often the face of the corporation. When residents approach with concerns, they need to feel heard and understood.
A good property management team will employ individuals with excellent interpersonal skills who can stay calm, explain issues clearly, and offer practical guidance – even when the concern falls outside the corporation’s direct responsibility. It’s not just what you say, but how you say it that counts.
Being dismissive, impatient, or evasive, especially when multiple owners are raising the same issue, only leads to growing frustration. On the other hand, an empathetic response – even when the answer isn’t what the resident hoped for – can preserve goodwill and build long-term credibility.
5. Prioritize Transparency and Accountability
Trust is fragile and hard to rebuild once broken. Avoiding transparency – whether by withholding information or pushing decisions through without owner input – can damage community cohesion. Unit owners don’t want to be kept in the dark, especially when it comes to how their maintenance fees are being used.
Clear, open reporting on finances, contractor selection, and project timelines is essential. When boards or property management “hide behind each other” or fail to take ownership of decisions, residents begin to assume the worst. A straightforward, accountable approach helps avoid unnecessary suspicion and builds a culture of respect.
Final Thoughts
Suite owners are real people – with lives, pressures, and expectations. They work hard, pay their fees, and simply want to know that their voices matter and their money is being managed wisely. Building trust doesn’t require perfection – it requires honesty, consistency, and compassion.
For any board or management team looking to lead with integrity, these five tips are a strong starting point. Trust, once established, becomes the foundation of a stronger, more connected condo community.
