Of the many new business challenges that the coronavirus pandemic has created for organizations, commercial and residential security—specifically across condominium complexes—has been near the top of the list. Property managers and their security teams have been forced to work overtime to develop, implement and maintain new COVID-19 health and safety measures, develop new parcel-management protocols, manage strict building access and usage rules, and generally cope with the uncertainties of new government lockdown and social-distancing restrictions.
Condominium property managers have carried much of this new burden as they deal with a plethora of related issues. They’ve not only had to provide updated training to their in-house or outsourced security teams while investing (often hefty) sums for enhanced cleaning across their properties, they’ve faced budgetary challenges due to increased hydro and HVAC usage and mechanical wear-and-tear with more residents working from home and placing greater demand on systems and resources. Condominium boards have struggled to find a balance that allows them to keep condo fee increases under control, while balancing their books and still delivering the level of service that residents expect.
These unforeseen COVID-19 side effects are weighing heavily on condo managers, but are being managed. It’s another, seemingly benign issue, that’s creating headaches that are sure to get worse in the years ahead: online shopping (particularly over the holidays) that’s producing a flood of parcel deliveries.
Statistics Canada predicted in November that online spending was poised to break last year’s record $305 billion in e-commerce sales. As a recent CTV News article notes:
Many of those packages are ending up in condominium lobbies—and many condos are ill- or completely unequipped to cope with this influx of items. It’s not an overstatement to say that in some buildings, lobbies are turning into de facto mini-warehouses due to the sheer volume of packages being delivered. Some property managers are grappling with whether (or how) to disinfect items that enter their premises due to potential coronavirus transmission risks.
Merely accepting and storing the parcels is challenging enough, but who catalogues them? How are they secured to ensure they aren’t stolen by a resident or thief who manages to access the lobby? How are they released or distributed to residents? Is that the job of your security team? These are just a few of the pressing questions weighing on condo managers right now.
As the COVID-19 crisis carries on and retail restrictions remain in place, Canadians are going to continue that great e-retail migration. In other words, the problem won’t simply disappear as the coronavirus eventually subsides. Property managers will need to adapt further as online shopping gains added momentum in the years ahead.
That could mean making capital investments in dedicated parcel storage rooms or lobby lockers, if those spaces or amenities don’t already exist. When many buildings were constructed, there was no thought put to online shopping—e-commerce was the stuff of science fiction only a few decades ago, after all. That could necessitate collaboration between managers and their condo boards to allocate the necessary funds to build out secure storage spaces that can be locked and monitored. Another alternative that many condos have explored is working with companies such as ParcelPort, which provides outdoor (sometimes temperature-controlled) lockers to receive and store parcels. When a delivery is made, a notification goes out via text or email to the resident reminding them to pick up their item.
There are many options, but property managers need to carefully consider several other factors to ensure that this year’s flood of holiday parcels doesn’t create an unnecessary burden for them or their teams:
What level of service will you provide?—Many condominiums, particularly those that offer luxury amenities, will need to determine whether they’ll embrace full white-glove concierge parcel-management service if they haven’t already, or opt for a self-serve parcel pick-up model. For example, will building concierge or security staff deliver packages to a resident’s door? Or simply manage packages by minding them at the lobby desk? How does that level of service reflect on the condo’s brand and ability to attract/retain buyers or tenants? An enhanced concierge experience could be a resident-friendly value proposition, albeit a pricey one.
Is your security team up to the task?—Wincon guards are trained with customer service—and the finer points of delivering a true concierge experience—in mind, but not all security firms provide that same level of training. In-house security staff, may not have that expertise either. Assess the situation to determine whether your guards are trained to accept, catalogue, manage and distribute parcels—and if not, be prepared to offer that important training.
What about food?—Parcels are one thing, but with restaurants closed in many areas, an increasing number of residents are using meal delivery services. Residents want their dishes hot and ready to eat without delay. Do you have processes in place to maintain building security, while also ensuring residents receive their meals in a timely fashion, all so their foodie-friendly expectations are met?
Who accepts liability?—The issue of lost or stolen parcels creates significant risk for condominium property managers. They can face costly liability if they accept packages that don’t make it to their rightful buyers. If those happen to be items such as fancy jewellery or expensive electronics, for example, the problem of lost or stolen goods could get very expensive very quickly. This means that, in effect, building security teams will now be required to develop and implement what amounts to loss-prevention strategies, or potentially ask residents to sign waivers that shield property management from liability. Carrying extra liability insurance may also be necessary. Work with your lawyer to design and implement a strategy that’s customized to the needs of the property and its residents.
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Winston Stewart, President and CEO