Pilot Project – Adjustment of the hours of operations of our telephone lines

Project analysis and permanent adjustment

Since October 25th, we have experimented with a pilot project to adjust the hours of operations of our telephone lines. This project aimed to allow our teams to free up time to carry out the follow-ups required by various files and requests that continue to increase in number and complexity, as well as to plan and carry out the work and inspections required by the new laws in effect. Our telephone hours of operations are therefore from Monday to Friday between 9 am to 1 pm.

The analysis of this project allowed us to conclude that limiting the time slots of the telephone lines allowed us to advance a good number of files and to ensure a better follow-up of the requests received. However, we noticed that the situation could complicate the communication with the suppliers and service providers as well as the important but non-urgent request of the co—owners, mainly when they had to reserve for a move.

Thus, we have decided to readjust our operation hours for our telephone lines, and this, on a permanent basis. To be more accessible to our collaborators and our clients while reserving time for our teams to process files, our telephone lines will be accessible from Monday to Friday between 9 am to 3 pm, since April 18th.

Emergency Management

We remind you that when our phone lines are closed, they are directed to a call center so that we can continue to handle emergencies, such as:

Our phone lines are redirected to a call center from Monday to Friday between 3 pm to 9 am, as well as on weekends and holidays.

Telephone Lines

During our operation hours, it is important to listen carefully to our phone line menu when contacting us to speak to the right person. Here are the lines from our menu:

Information and Tools Available on the Syndicate’s Web Portal

Frequently Asked Questions (FAQ/Q&A)

Co-owners are invited to consult the FAQ section available on the Co-ownership web portal (to log in https://app.solutioncondo.com) to learn more about the procedures that apply to their Co-ownership. You will find the information on the following topics, among others:

Service Requests

It is also possible to ask questions or report a problem using the appropriate type of service request offered on the same portal.

Reservations (moves, room, etc.)

We would like to remind you that room and elevator reservations are made in the Syndicate’s calendar available on the web portal of your Co-ownership.

Documents

Various documents are directly accessible on the web portal of your Syndicate, such as:

Regulations/Rules

Most of the rules included on the Declaration of Co-ownership is documented in the rule registry available online. It is also possible to find the regulations that have been added over the time or that have been amended.

It is also possible, in this tool, to search by keyword and to export information (ex: when required by a potential buyer or to give to a tenant).

 

Finally, we would like to thank our collaborators and our clients for their support within the framework of the pilot project which allows us to take more permanent measures to adjust our services to maintain our level of service, by allowing a better quality of life to our employees by improving the work environment.

Sincerely,

Élise Beauchesne, CPA, CA, Adm.A
President, Solution Condo inc.


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Co-owners can no longer pay instead of insurers

Article 1074.2 of the Civil Code of Québec (C.c.Q) came into force on December 13, 2018.  Since then, it has been quite a headache in co-ownership, as the insurers of the co-owners refuse to compensate their insureds when a loss emanates from their unit. It is therefore the community of co-owners who find themselves paying for the restoration work of the affected private and common portions, even though there is a co-owner “responsible” for the loss, with little hope of being compensated by the insurer of the co-owner at “fault.” 

Since 2018, co-owners have been paying instead of insurers due to a poorly crafted legislative change. 

The AQGC denounces the government’s inaction and slowness in providing concrete solutions. The change that the Ministry of Finance wants to make in a draft regulation [1] aims to cap the contribution to the self-insurance fund at $100,000 will be of little use to a vast majority of condominiums in Quebec.  

Let us remember that this new self-insurance fund must be used by syndicates to provide sufficient liquidity to pay the amounts of insurance deductibles for all claims that the individual insurers of the co-owners refuse to assume following the legislative change put in place in December 2018. However, this self-insurance fund could indeed be reduced if we returned to a successful insurance plan. Until then, whether we cap the contribution to this fund at $100,000 or not, in the end it will always be the co-owners who will pay the bill.  

For all intents and purposes such a legislative change is useless. This is especially true considering that it is likely to divert the attention and efforts that should be put by the legislator on the real issues of condominium insurance: To bring back an efficient and balanced insurance plan for all its actors. 

To resolve the situation in a sustainable way, we must focus on:  

  1. The obligation of a mandatory inspection on Quebec construction sites to limit the costly deficiencies affected by too many buildings, including many hidden defects;
  2. Concrete effectiveness of guaranty plans, which implies making developers accountable to effectively settle defects and deficiencies affecting the building, including the costly consequences of these when a disaster occurs, which will save condominium syndicates from long and costly legal proceedings;
  3. The correction of the wording of article 1074.2 C.c.Q. which, despite its previous amendments, remains poorly formulated and causes many disputes, the insurers of co-owners systematically refusing, since 2018, to compensate co-ownership claims caused by their insureds. 

Insurers no longer want to compensate for impairment claims   

The condominium sector needs insurers who want to insure buildings. The change in the legislative context in condominium insurance since 2018, although it helps insurers in the immediate future, since they no longer compensate syndicates, is excessively damaging to the attractiveness of the real estate and economic sector that co-ownership represents.  

The situation is unbearable and is becoming ridiculous 

With this reform of the insurance sector came an obligation for co-owners to subscribe to a civil liability insurance policy of one or two million dollars depending on the size of their building. Many co-owners come to wonder why they pay such insurance premiums since insurers never pay when the syndicate tries to engage the responsibility of a co-owner following a disaster in his unit. [2] 

In addition, syndicate insurance premiums and deductibles (up to $500,000) in the industry continue to rise, while their risk are reduced due to these same higher deductibles and self-insurance funds. Still insurers have continued to withdraw from the condominium sector, further reducing choice in the market.  

All this needs to also be placed in the context that the new system in place removes the responsibility of the individual to the detriment of the community of co-owners, causing a moral hazard. Currently, syndicates are obliged to make reparation for the damage caused to the building, with no guarantee of compensation other than by undertaking lengthy and costly legal proceedings. 

The co-owners no longer have the ability to pay! 

Co-owners have limited ability to pay and are currently besieged on all sides by the significant increases in condominium fees that result from the obligations provided for in the many bills that have come into force since 2020 (Bills 16, 141, 41, etc.). The dysfunction of the insurance sector is too much to take, and a major financial irritant that must be resolved quickly. The AQGC urges the Government to put the required energy into it. 

On November 8, the Association Québécoise des Gestionnaires de Copropriétés (AQGC) filed a petition with the National Assembly of Quebec. To date, nearly 8,000 signatories (petitions) have supported the AQGC’s approach to changing the rules surrounding this new insurance plan: Quebec co-owners hope to be heard! 

The AQGC therefore reiterates the importance of including all actors on the ground in the search for a sustainable solution to the insurance issues and problems affecting co-ownership, as set out in our brief submitted last November to the various ministers and Members of Parliament. 


About the AQGC
 

The AQGC is the association that brings together the largest number of condominium managers in Quebec and its purpose is to establish condominium management standards, promote the profession of condominium manager, and establish an ethical framework. For more information on the association, you can consult its website at AQGC.org. 

 

For more information: 

Ms. Elise Beauchesne: 514-240-4210 

Stefania Chianetta: 514-281-5100

 

[1] Regulation amending the Regulation establishing various measures for the insurance of divided co-ownerships, THE OFFICIAL GAZETTE OF QUÉBEC, February 2, 2022, Year 154, No. 5, page 420

[2] The article 1064.1 C.c.Q has been in force since October 15, 2020 and the regulation published in the Official Gazette of Quebec has been in force since April 15, 2020.


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1751, rue Richardson
Bureau 6115, Montréal
(Québec)  H3K 1G6

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