Feedback to the board

Too many boards communicate with the owners but don't give the owners means to communicate with them. Their attitude is that the owners should talk to the manager and she will pass on their issues to us.

They don't understand, or don't care, that the manager often filters the messages that the board gets to hear.

"Complaints and Suggestions" form
A standard "Complaints and Suggestions" form should be available at the front desk or the management office. These complaints should be reviewed and acted on my the manager and reviewed by the directors prior to the next board meeting.

Surveys
If you ever do decide to employ a survey to get insight from residents, it is important for the board to agree what the purpose is. Is the survey meant to collect facts, gather opinions, or find out what course the shareholders believe the board should be steering.

Keep surveys short so potential respondents won't be put off. One key mistake boards make is asking open-ended emotional questions, such as, "What do you think of the super's work ethic?" Focus instead on tightly worded questions that elicit original suggestions that can be put into action, such as, "What amenities should the building add?" or "Which of these two projects would you like to see the board tackle this year: renovating the laundry room or expanding the storage area?"

The easiest way to conduct a survey is digitally, but take a look at the demographics of the building residents — paper surveys may be necessary for those who are not technically savvy. Either way, allow two weeks for responses.

Open-ended surveys
An annual resident survey can be very helpful. Make sure that it is an opened-ended survey with only a few questions on how long did they live there, are they an owner or renter and then ask two questions:
1. What do you like best about living in our condo?
2. What one thing would like to see improved?

This will allow the owners to express their thoughts about the condo and the directors will get a far better idea what is important to the residents.

Not binding
Legally, a board is not required to act on the results of a survey, but it probably should. If you are going to ask for a shareholder's opinion, be prepared to follow through, especially if you want to encourage participation in future surveys.

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