Incident between two units
Water, odour, noise or vibration crossing a wall. She describes what is observed, records both units and access, and opens a joint incident. Private or common status is prepared, not settled.
Condo and strata management
Two condo owners report the same leak while a board member asks for an update. You receive the affected units, available access and reason for each call under the right building. Your manager can review the incident without piecing together separate voicemail messages.
$45 CAD / month · 50 Standard calls · 1 local number
For the requests you receive
Board member request
Contingency fund, vendor contract, meeting, a notice to circulate. She verifies the role, takes the request and routes it along the written delegation, keeping other syndicates out of the file.
Owners and occupants day to day
Common charges, building rules, an elevator booking for a move, unit access for an inspection or a smoke alarm. Each request leaves with a status and an owner.
Other requests you can delegate
Common-area emergency
A stalled elevator, a backup in the garage, a front door that no longer locks, a building without heat. Anyone trapped or at risk goes to 911; then building, unit and callback number, and an on-call contractor gets dispatched.
The affected units brought into one incident
The incident opens on units 402 and 502, with photos, a seeping-water flag and a note that 502 did not answer. The on-call manager gets the alert, dispatches the syndicate's plumber, and Tuesday's meeting starts from a file with a full timeline.
Read the full conversation
Saturday, 11:20 a.m. An owner on the fourth floor watches a stain spread across her bathroom ceiling. The manager is off, and a board meeting is set for Tuesday.
ReceptionistGood morning. Let me take your name and a number to reach you on. Which building and which unit?
OwnerManon Rivard, 438 555-0107. 900 Cartier Street, unit 402. There is a water stain on my bathroom ceiling.
ReceptionistIs water running right now? And do you know whether anyone is home in 502?
OwnerIt is seeping. I knocked on 502 and nobody answered. Is the syndicate paying for this?
ReceptionistI cannot answer that, and guessing would serve you badly: what falls to the syndicate and what falls to a unit gets decided by a manager and a board. What I am doing right now is opening a joint incident on both units and alerting the on-call manager to have the source checked.
What she does for your syndicates
The moves she makes on calls from your owners, occupants and board members, from identifying the unit through to an incident opened, then what stays with the manager and the board. Every line is a call your office gets.
When someone calls about a unit
She takes the name and callback number, then the syndicate, the building and the unit, before asking what is going on.
The syndicate decides everything else — the on-call rotation, the contact, the delegation — so she identifies before she qualifies.
She asks for the caller’s role — occupant, owner, board member, vendor — before routing the request.
An occupant opens an incident, a director has a delegation to follow, a vendor talks access or an invoice.
She describes what is observed — water, odour, noise, vibration — and records any other units affected, without ruling on private or common cause.
Classification is prepared for a licensed manager, not rendered by her: it is the most-read limit on this page.
She checks whether an incident is already open on that unit before opening a second one for the same observation.
A leak affecting two units stays one joint incident, not two separate files to cross-reference.
When it is a common-area emergency
She has the premises evacuated and 911 dialled for gas, smoke, a carbon monoxide alarm or an elevator stuck with somebody inside, before any other question.
The safety redirect in the preset applies to condominiums the same way it applies to rental buildings.
She dispatches the syndicate’s on-call contractor for a backup, no heat, or a front door that no longer locks.
The emergency rule applies by day and by night, and she says the request is forwarded, not an arrival time.
She alerts the on-call manager about a joint incident, on top of dispatch, when two or more units are involved.
A multi-unit file calls for a decision beyond a single contractor, so the alert travels alongside the dispatch.
An incident in a log, not in a voicemail box
She opens the incident with a named contact and a status of received, attached to the syndicate and unit identified.
An incident leaves attached to a specific building, not a vague address to be tracked down later.
She routes a board member’s request along the written delegation, keeping other syndicates out of the file.
Someone sitting on two boards gets their requests filed separately, under rights set for each entity.
She informs the people concerned once the manager or the board has decided, and keeps the log until closure is confirmed.
The time between a report and a decision becomes visible, building by building, instead of scattering across separate calls.
Between incidents, with Mandates and governance
Options added separately, when they are useful to you.
- Add-on
She prepares the administrative comparison of proposals and the report per mandate when several syndicates share your portfolio.
Mandates and governance option: contractual deadlines and approved notices flow per syndicate, without mixing two boards. Mandates and governance
- Add-on
She circulates a notice to owners once it is approved, and tracks deadlines specific to each syndicate.
Included in Mandates and governance: the notice goes out after approval, not on her own initiative. Mandates and governance
- Add-on
She contacts the approved contractor for an incident, follows their acceptance and moves the file to accepted rather than to completed.
Maintenance and vendors option: proof of work and traceable closure, with the spending authorisation logged. Maintenance and vendors
When your occupants write, and if you already run Hopem
- Channel
She attaches an occupant’s or director’s emails to the right syndicate, respecting each party’s permissions.
Optional AI email inbox: one syndicate learns nothing from another, and sending follows your policy.
- Software
With Hopem, Proprio Expert or a local system, official access and an authentication contract still have to be established with the vendor before any write.
Target objects — units, members, notices — are named; the connection remains to be qualified until validated. Hopem
What she does not do on your syndicates
- She assigns no liability for damage between a unit and a common portion.
- She gives no legal opinion on a declaration of co-ownership, building rules or a claim.
- She circulates no official notice before a licensed manager or a board has approved it.
- She does not disclose an owner’s information — presence, balance, contact details — to a third party.
- She gives no technical instruction and promises no intervention time.
- She keeps two syndicates’ files apart, even when one person sits on both boards.
What you can ask her yourself
She answers from the incidents and calls you are allowed to access. A question about an option only applies once you have switched it on.
The questionWhich units are mentioned in the leak report?
She retrieves the units and recorded observations. She does not decide unit-owner or common-property liability.
Which incidents are still waiting on the board’s decision?
She reads each incident’s status and the elapsed delay. She does not decide on the board’s behalf.
Which notices are ready and waiting on a syndicate’s approval?
Add-onWith Mandates and governance: prepared notices and their syndicate. Without the option, she tracks no circulation.
What happens to the request
You describe each syndicate once
Buildings and units, board members and their delegation, on-call contractors, what counts as a common-area emergency, and what a board has to approve before anything goes out.
She places the caller inside the governance
Name and callback number, syndicate and unit, then role: occupant, owner, director, vendor. That role decides what may be said, what goes to a board and what goes out as a dispatch.
An incident lives in a log, not in a voicemail box
The incident keeps its status until closure, affected people are informed, and board decisions attach to the file. Time between a report and a decision becomes visible, building by building.
What the Real estate base covers
A bilingual receptionist who identifies the person, the property and the nature of a request, opens a request with an owner and a status, and passes priority situations along the manager's procedure. No setup fee, and you keep your numbers.
- Calls answered in French and in English, following the caller
- Syndicate, unit and role identified ahead of any sorting
- An incident opened with a named owner and a visible status
- An immediate alert when the situation matches your urgency rule
- A written summary after every call, readable in the app, and the option to ask her what happened
She assigns no liability for damage between a unit and a common portion.
Decisions that stay with you
- She gives no legal opinion on a declaration of co-ownership, building rules or a claim.
- She circulates no official notice before a licensed manager or a board has approved it.
- She does not disclose owner information — presence, balance, contact details — to a third party.
- She gives no technical instruction and promises no intervention time.
Ask your receptionist, too
This is included in your base plan. She answers using the calls, requests and business information you are allowed to access.
Talk to your receptionistA question you can ask
Which condo units are mentioned in the leak report?
She retrieves the units and recorded observations. She does not decide unit-owner or common-property liability.
What else you can hand to her
Beyond the base plan. Each one is added on purpose, separately from the base. None is switched on unless you choose it.
When your customers prefer to write
You can add a channel so she can continue the conversation with your customers. Any action she takes follows the same rules and the options you have chosen.
Optional customer channel
Your email inbox
Attach board and occupant emails to the right condo corporation; official notices await the required approval.
The transactional messages provided by your base plan and your own questions to the receptionist remain included.
Keeping your current software?
Check the actions supported, connection requirements and how to work when your software cannot perform the requested action.
Earlier research kept without re-checking: neither official access nor an authentication contract is established. Target objects — units, members, tickets, notices — are named, and the connection remains to be qualified with each vendor.
The caller does not know if a problem belongs to the unit or the syndicate
In a condominium, the first difficulty is governance rather than plumbing. Someone sees damage or a nuisance and cannot tell whether the cause sits inside their private portion, in a common portion, or in a neighbour's unit. They often do not know who they are speaking to either: syndicate, board, management company and contractor are four separate parties in their mind.
Your receptionist starts by identifying the syndicate, the building, the unit and the caller's role — occupant, owner, board member, vendor. She takes the incident, the photos, any additional units affected and access conditions. She sorts the request between a common-area emergency to dispatch and an administrative request to route to a manager.
What she does not do matters just as much: she assigns no liability. Water moving between two units opens a joint incident and alerts a manager; who pays and who repairs gets decided by a licensed manager and a board, with a decision log kept in the app.
In the same section
The other lines of work in this section run on the same engine, with their own requests and their own rules.
Real estateOwnership and property management
Condo and strata management — your questions
Does she decide whether it is a common portion?
No. She logs what a caller describes, records which units are affected and opens a joint incident when two are involved. Classification and liability belong to a licensed manager and a board, and that decision stays in the log.
How does she handle several syndicates on one number?
Identifying the building comes ahead of everything else, and files stay walled off per syndicate. Someone who sits on two boards gets their requests filed separately, under rights set for each entity.
Can she send a notice to owners?
She prepares a notice and submits it; it goes out after approval. The Mandates and governance option adds circulation of approved notices and deadline tracking per syndicate.
What happens overnight and on weekends?
One rule applies at any hour: danger to people goes to 911, a common-area emergency goes to an on-call contractor, an administrative request waits for a manager in the morning, and a written summary lands either way.
What about elevator bookings for moving day?
They get booked in your calendar, with the duration you set and any protection rules a building imposes. This is one of those moments where call volume jumps, around the July 1 moving season in particular.
Your rules, before the first call
Start your free trial with your email. Your website can help prepare your business information, but it is optional. Confirm the facts, choose a first task and test your receptionist. You can try options too, starting with the ones you need.
Keep my phone numberCondo and strata management