Frequently Asked Questions

Understanding your needs is the key to delivering superior service. We offer an array of general and customized services and will work collaboratively to determine the best service plan for you.

Is AWM fully bonded and insured?

Yes. We are fully bonded and insured through the Real Estate Services Act (RESA) of British Columbia. All our Agents are licensed through the Real Estate Council of BC and our operations are in compliance with governing laws of property management.

Does AWM have the experience to protect my investment?

Absolutely. We are BC’s premier property management company and one of the most active property management firms in Canada. We’ve been in business for the past two decades and have a combined 3 Centuries of industry experience across the breadth of our team.

What makes AWM different than other property management companies?

Two things: (1) We are a BC-specific firm. This gives us an incomparable level of expertise. We don’t just know your market, we specialize in it — from Whistler and Osoyoos to Greater Vancouver. And (2) We offer a level of service not seen anywhere else in the market. With our proprietary technology, we’re able to offer innovative and intuitive solutions no one else can.

What does AWM currently manage?

We currently have over $15 billion under management: 250+ buildings, in excess of 31,000 units and over 30 million square feet including both residential and commercial properties.

Does AWM provide a dedicated agent?

Yes. When you call, we pick up. We offer a dedicated property manager, management assistant, property accountant and guarantee effective and supportive responses to client needs.

Will AWM be there in case of emergency?

Always. In case of emergencies, we offer a 24-hour emergency number, with a live agent on the line.

WHAT SERVICES DOES AWM OFFER?

Action plans / Progress Reports
Administer Strata Property Act
Administrate / Negotiate Contracts
Annual Condition Reports
Bylaw and Rule Enforcement
Coordinate insurance policies and claims
Council Meeting Agendas Preparation
Depreciation & Warranty Reports
Execute Owner, Tenant and Resident Files
Minutes (Council & General Meetings)
Prepare Annual Budget
Preventative Maintenance Plans
Translation of Notices
Project Management, Trades & Service quotes
Report on Correspondence
Site Visits
Trades/Contract Supervision — Site Caretaker

WHAT FINANCIAL SERVICES DOES AWM OFFER?

Annual Budget (reviewed by accredited accountant)
Annual Statutory Review of Books
Bank Statements & Reconciliation
Dedicated Accountant
Electronic Financial Process & Reporting
Filing of Annual Corporate Income Tax — T2 & T1044 returns
Full Financial Cycle Reporting
Invest Contingency Reserve Funds in Secured Accounts
Invoice Approval System — Online
Maintain Contingency Reserve Fund Trust Account
Maintain Operating Fund Trust Account
Maintain Special Levy Trust Account

WHAT TECHNOLOGICAL SERVICES DOES AWM OFFER?

A Management Office that Never Closes
Annual Calendar – Maintenance and Events
Community Events and Announcements
Electronic Invoice Scanning, Processing & Approvals
Owner, Tenant & Resident Information
Property Documents, Minutes, Contract, Reports & Plans
Reports / Warranty Reviews
Strata & Other Forms
Survey & Questionnaires
Dedicated Website
Website Maintenance / Training
Workflows – Maintenance & Booking Calendars
Bylaw & Rule Violation Reporting

MAINTENANCE SERVICE REQUESTS & PROGRAMS

At AWM, we pride ourselves on delivering management excellence. Our clients and the success of their buildings is paramount, which why we’ve invested heavily in our online resources. With our proprietary technology, clients can easily and efficiently manage the needs of their building, including requesting and scheduling maintenance services, reporting and targeted communication.

MAINTENANCE SERVICE REQUESTS

How does an owner initiate a service request?

We provide each of our clients with a website specifically designed for their property. Here you’ll find a series of forms, all of which can be completed online, to engage the required authorities for action.

How are service requests scheduled?

Service requests are logged into the AWM system by staffing, trades and/or the AWM Team, and then managed by a designated Managing Agent, ensuring accountability and action.

What if residents are not computer literate?

Each property boasts a dedicated Client Care Officer, who is available to walk residents through their submissions via telephone on an as-needed basis. If a resident does not own a computer, the Client Care Officer can submit the report on their behalf.

What activity reports are available to the council/executives, building committee, site maintenance staff, and residents and/or commercial tenants?

Our technology allows efficient communication between multiple stakeholders. Site staff are set-up on the website to receive maintenance requests directly. Council/Committee can opt-in on these notifications or specific members can be designated as liaisons (i.e. building committee members).

MAINTENANCE PROGRAMS

How are regular maintenance programs planned, scheduled and communicated?

The regular building maintenance program is planned and scheduled by site staff in accordance with a previously agreed-to procedure platform. Residents and tenants are then advised via electronic notifications. The information is also posted to and accessible from the website’s ongoing maintenance calendar.

What level of cost reporting is available to the council/executives, building committee, site maintenance staff, and residents and/or commercial tenants?

Our technology comes with a Project Management function that outlines scope of work and quotes on all non-reoccurring maintenance and service projects.

How do you support budget preparation?

We lean on historical and other known costing systems and data. This, coupled with experience and a strategic tendering process, assures appropriate budget preparation.

How do you manage safety for on-site work, budget accountability, quality, scope creep, schedule and costs?

We’re able to effectively manage the above by (1) Leveraging the Project Management function of our technology, and (2) Complying with WCB regulations and site preparation, including the proper storage of materials and proper disposal of all waste. Progress reports and advance Quantity Surveying (QS) are considered essential in any project with a significant budget.

CRF/CAPITAL PROJECTS WORK

Can you provide project management support and inspection support for CRF capital project work?

Yes, depending on the project. However, we recommend the use of established, third-party project managers and/or consultants who can deliver a property-specific analysis. We’ve established key relationships with professionals who can deliver reports from a cost-benefit perspective.

ONSITE STAFF & CONTRACTORS

At AWM, our people are our assets. A successful team means a successful building.

Who does onsite staff work for?

Employees are engaged directly by and with the strata corporation, under the supervision of AWM. A hierarchy is established for the team ensuring a fluid understanding of responsibilities, from a head concierge to a service ambassador.

Would you have a concierge for liaising with residents and commercial tenants?

This would be dependent upon the needs and desires of the residents/council of a specific property. In our experience, AWM’s proprietary Project Management function allows site staff to fulfill many of the duties of a concierge.

How do you handle vacation relief for onsite staff?

The strata corporation typically employs building managers. Beyond that, we advocate the use of contracted service providers for things like cleaning, landscaping, HVAC maintenance, etc. to avoid any scheduling conflicts. Adopting a tiered scheduling strategy, particularly in seasonal periods, is an effective approach to mitigating issues.

What are your hours of work and coverage?

Our coverage is dependent the needs of the property, including the scope of work, individual staff and relative expectations.

Do you have 24-hour emergency on-call support for residents and commercial tenants?

Absolutely. AWM employs a 24-hour Live Agent service on our general line who has complete access to all of your building trades and contractor information, for both regular and emergency work. AWM also operates a comprehensive CRM system that tracks all contacts and service arrangements. Additionally, your designated Managing Agent will be notified in all circumstances with Incident Reports.

What level of equipment files for maintenance do you manage or retain?

Do you have a Maintenance Management System? Our preferred contractors provide full equipment lists and logs of periodic maintenance. AWM then manages all reports, plans and other materials within the Resource Center of your property’s website.

How are resident and commercial tenant moves coordinated?

Onsite staff confirms and coordinate with residents through the website’s portal. Both staff and residents are easily able to access the Move In Calendar.

Please outline who is responsible for annual or periodic inspection and testing of building systems:

Plumbing (Heating, Cooling, Fire Water, Sewers, Sumps and Potable Water etc.)	Covered Under Operating HVAC Contract
Electrical (Panels, Motors, Lighting, Control and Instrumentation End Devices, etc.)	Vault cleaning required periodically
Mechanical (Boiler, Pumps, Exchanges, Cooling Tower, etc.	Covered Under Operating HVAC Contract
Fire Safety and Fire Alarm Systems,	Fire and Sprinkler Contractor
Ventilation (Fans)	Covered Under Operating HVAC Contract
Communications	Dependent on system
Security Equipment	IT Review of performance and upgrades

Please outline who is responsible for the following:

Facility Operations (Including Mechanical, Electrical, Fire Safety, Pool, Hot Tub, Sauna, Steam Room)	Combination of contractor and onsite staff; once expertise and ability is established tasks can be transitioned to maintenance/administrative staff
General Janitorial/Cleaning (Including Rental Suites & Common Areas)	Contractor / Senior Staff for Supervision
Carpet, Floor & Rug Cleaning	Contractor / Senior Staff for Supervision
Dryer Vent Cleaning	Contractor / Senior Staff for Supervision
Lock/Door Repairs & Maintenance	Contractor / Senior Staff for Supervision
Exterior Window Cleaning (Accessible)	Regular Cleaning Staff (Contractor or Employee)
Exterior Window Cleaning (Inaccessible)	Contractor (observing WCB regulations)
Window Replacement	Contractor (with confirmed warranty)
Grounds & Irrigation Maintenance	Contractor
Elevator Maintenance	Elevator Company (as per BCSA requirements)
Parkade Cleaning and Membrane Renewal	Contractor
Gutter Cleaning	Contractor
Car Wash Maintenance	TBD
Recycle/Garbage/Organics Collection or Removal	Contractor
Painting	Contractor
Pest Control	Contractor
PM, Exercise/Pool Facilities and Equipment	Onsite staff (with applicable certification) A contractor will be required for repairs
PM, Building Plumbing, Electrical, Instrumentation and Controls, Mechanical, Fire Safety Equipment and Fire Alarm Systems, Ventilation/Air Handling, Communication Systems/Security Equipment	Contractor

REFERENCES & VALUE

At AWM, we strive to be the best, so we can deliver the best.

Are there other Property Management Services you provide or support you require to be effective?

The combination of our experience in Strata Management and Project Management creates an effective synergy for properties that are looking for strategic advancement in planning, budget forecasting and implementation of maintenance and other services.

What specific value can you bring in managing this facility?

First and foremost, we have extensive experience in managing high-end properties throughout British Columbia. This gives us an unparalleled level of expertise in the BC market. One of Canada’s most active firms, AWM benefits our clients with significant cost savings thanks to our purchasing power and long-time, trusted relationships with insurance providers, contract service providers, qualified consultants and specialists, and legal assistance. Lastly, we boast market-leading proprietary online solutions that streamline operations, offering services such as enhanced financial reporting, invoice approval and information tracking through our partner, Net Integrity.