Is Your Property Manager Putting Your Community at Risk? Lessons from a Costly Roofing Disaster

An eye-opening case from Toronto reveals what can go wrong when property management is treated as an afterthought—and what your board can do about it.

Many families prioritize finding a safe, well-maintained, and orderly residential community in the Greater Toronto Area. In condominium and townhouse condominiums (often referred to as Condo Townhouses), achieving this ideal relies not only on the actions of individual homeowners but also on an essential—and frequently overlooked—entity: the Property Management Office.

For many residents, property management means collecting monthly maintenance fees, coordinating repairs, and handling deliveries. However, it often takes a crisis to appreciate the extent of a property manager's responsibilities fully. When something goes wrong, it becomes painfully clear that your management team is not just a supporting player; they are key decision-makers who can significantly influence your community's future.

If you live in a condominium or serve on a condo board, consider this true story from the GTA: Is your current property manager genuinely protecting your interests, or are they quietly setting the stage for costly problems in the future?

A "New Roof" That Brought Nothing but Trouble

Several years ago, the board approved a roofing replacement project for a townhouse community in North Toronto that consists of just over 100 homes. Due to budget constraints, some directors advocated hiring the lowest-bid contractor, and the proposal was quickly approved. 

At first glance, the project appeared to be completed without issues. The roofs looked freshly redone, and residents were pleased to see visible progress.

However, within three years, problems began to surface. Every winter, more homeowners reported water leaks, stained ceilings, mouldy walls, and, in severe cases, collapsed drywall and ice backflow. What started as isolated complaints became widespread by the second year. Only then did residents realize that the "new" roofs concealed significant structural problems.

What a Closer Look Revealed: Shocking Oversights

The condo board hired an independent roofing consultant to conduct an investigation, and the findings were alarming:

• The old shingles were not removed before new ones were installed.

• Some homes had up to three layers of shingles, which is a clear violation of the building code.

• Rotten plywood and damaged roof bases were left untouched.

• Ice and water shields were either poorly installed or entirely missing.

• No specifications, contracts, or inspection documentation were available—only vague invoices.

The old shingles were not removed before new ones were installed

Worst of all, these issues went unnoticed during the project. The contractor had disappeared, and the property management company did not conduct site visits, documentation, or updates for the board.

In summary, the community entrusted its investment to a property manager who irresponsibly forwarded quotes without proper oversight rather than acting as a responsible partner.

When Homeowners Become the Ones Paying for the Mistakes

Due to a lack of oversight, opting for the cheapest contractor ultimately cost the community much more. 

• Emergency repairs had to be funded from the reserve, putting pressure on future budgets. 

• Legal action could not be pursued because of missing contracts and documentation. 

• Structural damage and resident mistrust negatively impacted both the quality of life and property values. 

• A new management firm needed to be hired, and repairs had to be re-initiated, leading to additional time and costs.

The board and homeowners came to a painful realization: contractor errors were only part of the problem. The critical failure lies in management oversight and decision-making.

What Changed After Replacing the Property Manager

The board terminated their previous management firm to prevent future incidents and reorganize their approach to handling capital projects. With the newly appointed Property Manager in place, they initiated a thorough re-inspection of the roofs and developed a phased repair strategy based on risk assessment and budget considerations. Key changes included:

• All future projects must involve third-party consultants for planning and review.

• Each project phase requires photo documentation and proper record storage.

• Formal contracts with warranty clauses and milestone-based payment schedules have become mandatory.

• Transparent reporting was established, with regular updates provided to the board regarding risks and progress.

This enforcement was not merely a change in personnel; it laid the groundwork for a sustainable, accountable, and professional property management culture.

Three Key Takeaways for Every Condo Board

1. The lowest bid isn't always the most cost-effective choice, especially when it comes to long-term structural safety.

2. Property managers have responsibilities beyond administration; they must also oversee, verify, and protect the integrity of your community.

3. Boards should insist on transparency, proper documentation, and risk planning, or they may have to prepare for owners to cover the costs.

Is This Situation Familiar to You?

Whether you're a board member, condominium, or townhouse community resident/owner, now is the time to evaluate your property management arrangement. Consider the following questions:

• Does our property manager provide clear and professional recommendations for major projects?

• Are contracts and scopes of work clearly defined and documented?

• When challenges arise, does management offer practical solutions or defer everything to the board?

If you are uncertain about the answers, it may be time to explore what a truly professional management firm can offer. Homeowners deserve a management team that acts as partners rather than merely intermediaries.

At Peakview Property Management, we specialize in transparent, disciplined, and accountable management for condominiums, townhome communities, and investment properties.

We believe that decisions made on every significant project should lay the groundwork for the next 20-30 years.

We view every project as a shared responsibility with our clients and aim to assist every board in minimizing risk while ensuring long-term community resilience. 

For more information or to request a consultation, please call 416-722-3279 or use the Contact Us form.

To read the Traditional Chinese version of this article, as published in SingTao.ca, click [HERE].