6 Questions to Ask Before Hiring a Strata Management Company in Vancouver

Hiring a strata management company isn’t just a routine decision – it’s a pivotal one for the long-term success of your property and the harmony of your strata community. 

A great strata manager does far more than manage paperwork or schedule meetings.  Yes, they coordinate your maintenance and correspond with owners, but they also serve as Council’s advisor, mediator, financial steward, and compliance expert, all rolled into one. Whether you’re a newly formed strata council or one reconsidering your current provider, taking the time to evaluate potential companies thoroughly can help you avoid costly headaches down the road.

The best way to do that? Ask the right questions upfront. Not every company offers the same level of service, communication, or experience. By knowing what to ask before you sign a contract, your strata council can confidently choose a partner who will protect your investment, ease your workload, and support your community’s goals.

1. Tell me about your company – age, size, location, and online reviews.

How long has your company offered strata management?

According to Statistics Canada, 21% of companies fail in their first year and only 50% make it to five years.  So to ensure consistency for the strata, you may want to ensure your management company has at least a five-year track record.  An insolvency or closure from your management company can be highly disruptive to your strata, putting at risk funds transfers, records retention, and a period of being unmanaged while you frantically search for a new provider.  

Similarly, the British Columbian market has seen rental companies offer strata management for a few years before reversing course, leading to similar upheaval for their clients.

How big is your strata management company?

There are two great questions here.  First, how many people work there?  Too few and it prevents the management company from offering any expertise, the necessary technology, or the flexibility to match you with the right strata manager.  

Too many people and the bureaucracy might drive you crazy – when the management company has separate departments for insurance, warranties, and a call center for owners, you may find yourself getting passed from one department to the next, with nobody empowered to actually help you quickly.  Kind of like calling your favorite cable/phone/internet provider. 

Second, how many layers of management between the strata manager and the President or CEO?  If the answer is more than two, you may find that when you have a problem and request the assistance of “management”, that person who supervises your strata manager will have no actual power to make any changes.

Are you locally owned and operated?

This one is critical.  There are some industries where serving multiple provinces or countries benefits the customer.  This isn’t one of them.  Property services is a local game – from vendor recommendations to strata regulations, everything in the business is specific to your city or province.  National or US-based management companies may miss that nuance, for example using national contractors that cost more for worse service.  It might make their life easier, but it’s not best for the strata.  

Do you have experience with properties like ours?

Managing a small townhome complex in Vancouver is a different task from overseeing a high-rise with air space parcels in Surrey City Centre or a mixed-use building with both residential and commercial units. That’s why your first question should always be about relevant experience. Ask whether the company manages properties similar to yours in size, amenities, and complexity.

Research their Google reviews

A trustworthy management company should have a solid track record you can assess publicly. Pay attention to patterns in the feedback: Are clients consistently praising communication, professionalism, and financial transparency? Or are there recurring complaints that raise red flags? A bit of research here can reveal far more than a sales pitch ever will.

A bit of research on Google Reviews can reveal far more than a sales pitch ever will.

2. How do you handle communication with councils and owners?

Good Communication Makes Everything Easier

One of the most common complaints strata councils have about past managers? Poor communication. Whether it’s unanswered emails, delayed responses, or misunderstood instructions, communication breakdowns can quickly lead to frustration—even conflict. That’s why it’s essential to ask how the company manages day-to-day contact with both council members and owners.

Clarify Their Response Protocols 

Ask how quickly you can expect responses to inquiries, who your main point of contact will be, and whether they use a shared inbox, online portal, or direct email. Do they offer emergency support after hours?  These details matter to ensure the lives of Council members are not unduly burdened by the strata.

Additional Questions to Consider:

• Will we have a dedicated property manager?
• What’s your typical response time to emails or calls?
• Do you offer a portal for owners and the council to submit and track requests?
• How do you handle communication in emergencies?
• What should we expect from Council meetings?

Look for Proactive Communication 

A great strata management company doesn’t just react – they reach out. Thorough meeting agendas and proactive guidance on upcoming tasks (like budget planning or AGM prep) they show that they’re invested in your community, not just going through the motions.

How do you ensure progress gets made on deliverables?

Ever had the experience of agreeing on action items but they never end up getting completed?  If you find deliverables drag on from one agenda to the next, you need to do something differently.

3. What services are included in your management package?

Not All Packages Are Created Equal

It’s easy to assume that every strata management company offers the same services, but that’s rarely the case. Some companies provide only the essentials: coordinating meetings, preparing minutes, and handling basic finances. Others offer a more comprehensive approach that includes bylaw support, vendor management, regulatory compliance, and long-term financial planning.

Before you sign a contract, be crystal clear about what’s included in the strata management company services – and what isn’t.  

Avoid Hidden Gaps in Coverage

A management package that seems affordable on the surface may end up costing more if it lacks important services your strata needs. For example, are insurance renewals handled internally, or passed off to the council?  Will they prepare you a maintenance plan or only coordinate repairs when something breaks?

Strata Management Services to Look For:

• Financial management and monthly reporting
• Vendor selection and maintenance oversight
• Guidance for Bylaw enforcement
• Owner correspondence (answering questions and distributing notices)
• Budgeting and reserve fund planning
• Guidance on BC strata legislation and compliance

4. How do you ensure financial accountability and transparency?

Your Council Can’t Afford Guesswork

Strata finances are one of the most sensitive and important aspects of property management. Late financial statements, unpaid bills, or missing documentation can quickly erode trust between the council, owners, and the management company. That’s why it’s critical to ask how the company handles budgeting, reporting, and financial oversight.

A reliable strata management company should provide detailed monthly financial statements that are easy to understand, even for non-accountants. They should also use accounting software that offers clear audit trails, secure data storage, and regular backups. 

Financial Services to Expect:

• Online portal allowing Council to see whether invoices have been received and where they are in the payment process; approve them online; and search for historical invoices.  
• Option to pay vendors electronically (EFT) rather than cheques
• Online portal to allow owners to view their account statement
• Online credit-card payment for items such as fobs, move-in fees, and bylaw fines
• A deadline by which you will have received your financial statements each month

Look Beyond the Basics

It’s not just about bookkeeping. A great strata manager will guide your council in planning for long-term financial health. This includes helping you maintain a healthy contingency reserve fund, forecasting future capital expenses, and preparing budgets that balance owner needs with realistic maintenance timelines.

Transparency also means explaining charges clearly. Every invoice, contractor fee, or administrative expense should be trackable and justifiable. If a company hesitates to share their reporting process, or makes you jump through hoops to see your own numbers, that’s a red flag.

Choosing a management partner with strong financial systems is one of the best ways to protect your community’s long-term value and save you time and hassle.

5. What’s your approach to strata conflict resolution and governance support?

Strata Management Is About People, Not Just Paperwork

Even the most well-run strata will face occasional disagreements. Whether the issue is owners disputing noise complaints, council members clashing over spending priorities, or confusion around bylaw enforcement, interpersonal tensions are part of community living.

That’s where a capable strata management company can make a real difference. They shouldn’t just sit on the sidelines, but rather offer structured, impartial support to help councils navigate conflict fairly and with minimal disruption.

Good Governance Prevents Problems

Strong councils don’t just react to issues – they operate with clarity, structure, and confidence. A great strata manager will support your governance by offering clear guidance on legislative compliance, voting procedures, AGM prep, and record keeping.  Avoiding a wrong decision can prevent time-sensitive and expensive headaches down the road.  

For example, we sometimes see Councils want to help owners with their in-unit repairs when the damage was caused by a common property malfunction.  However, this is typically not the strata’s responsibility (more on that in a future post!) and you want to be wary of setting a precedent.  Helping Sally with her $1500 repair now might seem like the decent thing to do; however, when Jim’s unit needs $50,000 of remediation and he references the strata’s assistance to Sally, Council may wish they had made different choices.  At minimum it can cause confusion and interpersonal strife among neighbors; at worst, it can lead to a legal claim and financial responsibility for the strata.  A wise strata manager supported with good training and coaching can help your Council avoid problems like these.

This kind of support is especially crucial for new or transitioning councils. Some firms even provide onboarding documents for new members, helping everyone get up to speed on their legal obligations and decision-making powers.

As a free and condensed version of this, check out our Strata Management Basics: A Guide for Council and Owners to get a holistic overview.

Look for a True Partner

If a strata company seems narrowly focused on logistics – collecting fees, issuing notices, coordinating repairs – they may not be equipped to help your council lead effectively. Choose a team that supports both your community’s human dynamics and its legal responsibilities. That balance is key to long-term success.

6. What technology do you offer your clients?

Useful, strata-customized technology is key to keep your community operating conveniently and efficiently.  Frankly, insufficient technology means Council must spend more time on the phone and email, searching for old invoices or responding to vendors seeking payment.  There are two areas where you should expect to see technology usable by Council:

i) Invoice approvals and payments

Has that invoice been received?  Can I see it?  Who has approved it so far?  Has it been paid?  Can I approve it now?  None of these should require emails but rather should be self-evident in an online system.  You should be able to view all invoices requiring your approval, and approve or reject with the click of a button.  Then, you should be able to see all historical invoices and their status (e.g. paid; rejected; awaiting approval; approved and awaiting payment).  

Furthermore, it should be able to pay vendors via Electronic Funds Transfer (EFT), which are faster than cheques, can’t get lost or stolen, and avoid the fees for cheque + envelope + postage.  

ii) Online owner portal

These portals present many benefits to owners and Councils:

• Allow owners to view their account statement
• Credit-card payment for fobs, fees, and fines
• Calendar, and Notice library so everyone knows when that upcoming window cleaning or fire alarm testing will be.
• Submit & track maintenance requests to the strata manager
• Amenity reservations for the party room or moving elevator, for example
• 24/7 access to minutes, bylaws, depreciation reports, etc.

Why Strata Councils Choose C&C

With over 27 years of expertise and more than 100 communities under our care, C&C Property Group is more than a strata management company – we’re a partner in your property’s long-term success.

We believe you deserve more than just the basics. That’s why strata councils across BC trust us to deliver:

• Proactive, personalized support that reflects the unique needs of your building
  
• Responsive communication, with real people who answer the phone and follow through
  
• Accurate, transparent financial reporting you can count on
  
• A team that treats your property like their own, because we’re invested in your success

If you’re ready for a strata management company that does more – and does it better – get in touch. We’d love to learn more about your community.