IN-SCOPE SERVICES INCLUDED IN MANAGEMENT FEE: A. Owner and Resident Interactions 1. Always respond to owner or tenant emails and phone calls within 3 business days, with special effort to respond within 1 business day whenever possible 2. On the written request of an owner, purchaser or mortgagee or the solicitor of an owner, purchaser or mortgagee, or a person authorized in writing by any of those persons, provide within ten days of request any prescribed information or documents as requested by that person in accordance with the Condominium Property Act 3. Communicate to residents when there will be disruptions to services such as hot water or heat 4. Communicate to residents updates such as snow removal contractor scope changes, or when contractors will be on the roof or in their yards, etc 5. Update residents when there has been a break-in at the building and instructions on when to call the police and other considerations 6. Explain to residents the process when there has been a water leak or insurance claim 7. Follow up with residents on a regular basis after an insurance claim until the common property has been repaired 8. Communicate to owners if the board charges costs back to their unit 9. Communicate board directions to individual owners as applicable 10. Provide residents with a means to communicate with the condo board that is not irritating to the condo board and provides closure to the resident 11. Request feedback from residents or owners on issues that impact the whole complex for the condo board's use to make decisions 12. When tenants reach out to Key Condo check that their contact information in the unit file is correct 13. When responding to tenants cc their landlord 14. Provide new owners with onboarding forms to complete; add their mailing address and contact information to the unit file 15. Communicate with owners if there are any issues with their submitted renovation application or pet application to find a middle ground that works for both the corporation and the resident 16. Provide unit owners with information on rental and lease of corporation property: what property is available to rent, cost to rent, forms to complete, connecting resident with amenity monitor, etc 17. Help find solutions for residents when their specific circumstance creates tension with a current condo corporation rule 18. Clarify corporation rules with residents including how corporation rules will impact their day-to-day 19. Communicate with residents when there is a misunderstanding of corporation or condo management scope and point them in the right direction 20. Maintain boundaries with residents and gently communicate when a boundary is crossed such as if a resident texts, they expect a response after hours, they expect a response sooner than as stated in our standards, etc 21. Create easy opportunities to provide value to residents such as passing along homeowner grant opportunities, providing bulk rates on dryer vent cleaning, carpet cleaning, inviting flu clinic or dental hygienist services, etc 22. Communicate with realtors and sellers about bylaws and corporation nuances that differ from other corporations 23. Be familiar with privacy legislation and carefully safeguard resident information 24. Censor board meeting minutes to remove references to individual units or other private information 25. Electronically distribute condo documents to the owners: monthly financial statements, audited annual financial statements, reserve fund study, reserve fund report, updated insurance certificate, operating budget, general meeting minutes, draft general meeting minutes 26. Draft and send annual bulletins to send to owners on topics such as owner insurance requirements from the bylaws, tenant undertaking requirements from the bylaws, owner maintenance expectations, etc 27. Provide owners with notices as required by legislation: general meeting packages and notice of meeting; changes to insurance deductibles, exclusions, or limits; AGM draft meeting minutes; operating budgets; changes to consolidated rules; etc B. Board Interactions 28. Organize documentation for board meetings such that board members are not waiting on Key Condo to provide information so they can make decisions 29. Maintain all documents as required in Schedule 3 of Condominium Property Regulation 30. Keep track of board member agenda item requests that are sent to Key Condo between board meetings 31. Create board meeting agendas and general meeting agendas 32. Deliver board meeting packages at least 72 hours before each board meeting and include: agenda, all resident communications addressed to the board, all quotes received since last meeting, all monthly financials received since last meeting, vendor updates on ongoing work, etc 33. Chair board meetings and general meetings when requested 34. Communicate material facts to the condo board for discussion at board meetings 35. Write the draft board meeting minutes and general meeting minutes, and send to the board for their revisions 36. In board meetings, understand when the board is asking Key Condo to communicate messages to the residents, such as advertising that corporation-owned parking stalls are available for rent or that they are looking for volunteers for the board, etc 37. Respond to board questions about financials, to the best of a condo manager's ability 38. Close the loop on board meeting conversation topics when an individual board member has raised an action item 39. Communicate known risks to the board including risks of inaction 40. Provide suggestions to the condo board on possible money-saving options such as utility cost savings 41. Make recommendations to the board about maintenance services such as pest control, snow removal, overhead door, elevator, plumbing, HVAC, generator, fire inspection 42. Set up board member interviews with reserve fund study providers as required by legislation 43. Identify which condo board members or residents are the best onsite contact to check on work that needs to be done around the building 44. Follow up with onsite contacts who volunteer to do work for the corporation such as providing feedback for an onsite issue 45. Update the onsite contact when a fob has been purchased so they can register it and provide it to the resident 46. Update the onsite contact when an intercom change has been requested so they can update the enterphone system 47. When a resident raises an issue about a hazard onsite, treat this as an emergency and update the authorized representative immediately with notice of the issue and details on actions taken to remove the hazard 48. Send emailed or mailed communications written by owners to the board 49. Communicate owner requests to the condo board and encourage quick responses for the residents: alteration requests, pet applications, etc 50. Immediately notify all board members by email when a statement of claim is received 51. Communicate Key Condo out-of-authority work to the board so that direction can be given to the condo manager on how to proceed 52. Communicate Key Condo out-of-scope work to the board and make suggestions on how needed work can be completed using corporation resources 53. Communicate with board members one-on-one when there is a misunderstanding on Key Condo's scope or the natural limitations or Key Condo's ability to provide them with the service they are asking for 54. Start spring quoting for exterior work before March 1 of each year 55. Keep track of projects that can be done in bulk such as window replacements, fence repair, door repairs, etc 56. Advise the board when the corporation is not able to meet its operating obligations on a monthly basis and recommend condo fee increase 57. Create draft tenant undertakings, alteration request and undertakings, and pet applications that are compliant with corporation bylaws 58. Create a draft operating budget and send it to the board 60 days prior to fiscal year ending 59. Create a draft reserve fund plan and send it to the board with enough time to approve before the AGM packages are sent out 60. Create a script for general meetings that are compliant with the corporation's bylaws 61. Book AGM venues and request services such as audio/visual equipment 62. Provide hotspot internet connection for hybrid general meetings 63. Submit updated list of board members to Land Titles after every AGM or when there is a change of board membership 64. Have a rapport-building one-on-one conversation with each new board member after an AGM 65. Communicate industry association publications and condo lawyer publications to the board 66. None of the condo manager's responsibilities could be transferred to the on-site employee without prior approval of the Board 67. Action all board directions within 7 days after a meeting 68. The 24/7 call centre is a separate entity from the condo management company C. Vendor Interactions 69. Develop good relationships with key vendors such as insurance broker, elevator maintenance, utilities and waste collection, handyman and painting, condo plumbers, etc 70. Let the board know of any limitations in a vendor's scope that would normally be expected 71. Ensure that any parameters from the board about approved vendor work is communicated to the vendor 72. Meet with vendors onsite when expectations of the board and vendor are not aligned 73. Communicate with vendors about unique concerns that residents raise 74. Listen to residents when they have a quality control concern with a vendor that the corporation has hired and attempt to find a resolution 75. Hold vendors accountable regarding quality control issues especially when there is a concern with work done within a unit 76. Communicate building access instructions to vendors as needed 77. Ask vendors to assist the corporation in fulfilling its duties under occupiers liability legislation 78. Follow up with vendors weekly or monthly (as applicable) for work that has been approved but not yet actioned 79. Communicate with vendors when they have caused property damage while on site and complete repairs to chargeback to the vendor 80. Communicate with vendors looking to provide services to the corporation such as telus optics 81. Provide assurances to the vendors that they will be paid on time 82. If the board decides not to pay an invoice, ensure this is communicated to the vendor 83. Communicate with the board when a vendor invoice is more than expected and suggest the direction that the board should give Key Condo 84. Request four reserve fund study proposals approximately nine months prior to current reserve fund study expiring - two proposals will be from an engineering firm and the other two proposals will be from a non-engineering firm 85. Provide requested documentation to the reserve fund study provider and answer any questions about the depreciated property to the best of Key Condo's knowledge D. Emergencies 86. Provide 24/7 emergency phone line for residents to call to address emergency property damage or bodily injury concerns 87. Dispatch contractors to address emergency concerns such as water leaks, loss of heat, elevator failure, overhead door failure, security concerns, fire/smoke, etc 88. Act to fix emergency issues as quickly as possible 89. Attend to site during major emergencies such as a fire or major water leak 90. Follow up with residents that suffered an emergency outside of business hours where there is a threat of property damage or bodily injury E. Financial Administration 91. Sourcing and managing the bookkeeper is a responsibility of the condo manager 92. The bookkeeper is treated like any other vendor-we give them direction, and as long as they meet the board's standards and fit the budget, we continue working with them 93. Collect condo fee payment information from unit owners during onboarding by following up by email or phone once every 15 days 94. Contact unit owners in arrears for contributions once a month by phone and email 95. Facilitate unit owner one-time payments to the corporation as needed to pay for chargebacks and fines 96. Send arrear "final notices" by registered mail 97. Make a recommendation when arrears need to be escalated to a lawyer or collections agency 98. Maintain unit owner direct debit information and input into the bank's EFT system 99. Collect all vendor invoices provided to Key Condo and deliver to bookkeeper 100. Request from each vendor their WCB clearance and insurance certificate showing the corporation as an additional insured 101. Maintain vendor direct payment information and input into the bank's EFT system 102. Provide a sample scope of work for the corporation's bookkeeper - the board can add services to the bookkeeping scope as desired 103. Provide direction to bookkeeper on how to code each vendor invoice 104. Communicate to bookkeeper when the board has approved a monetary sanction on a unit and provide information to record in the financials such as which bylaw was violated and the amount 105. Communicate to bookkeeper when the board has approved a chargeback on a unit and provide information to record in the financials such as which invoice is being chargedback and the amount 106. Communicate with bookkeeper on updates needed for arrears statements such as when the board waives a monetary sanction 107. When the bookkeeper sends payables to Key Condo, review the payables within 2 days and then send to the authorized signers to approve all expenses 108. Every time the board appoints a new authorized signer introduce them to their bank relationship manager and investments relationship manager 109. Initiate bulk EFT withdrawals each month for condo fee payments and provide bookkeeper with a schedule each month showing how much the corporation has charged each unit for condo fees, and separately provide a schedule of all one-time charges that includes how bookkeeping needs to code each charge 110. Initiate bulk EFT deposits each month for vendor payments and provide bookkeeper with a schedule each month showing how much the corporation has paid each vendor 111. Follow up with authorized signers when they have not approved vendor payments before the 1 st business day of the month 112. Communicate with the corporation's auditor after every fiscal year and provide all requested documentation that Key Condo is in possession of 113. The board will have read-only access to QuickBooks 114. Bookkeeper reports to the property manager as well as the board, preferably just to the manager F. Key Condo Development 115. Attend industry events and educational events, including condo legal panels, in the interest of continuing education 116. Maintain E&O insurance that meets or exceeds RECA requirements 117. All staff take continuing education courses as required by RECA 118. Maintain condo management licence with RECA 119. Maintain membership with a recognized condo industry association