Modern community management in British Columbia: Insights from President Chris Churchill

A new era of strata management in BC

FirstService Residential is redefining community management across British Columbia in an era of rapid urban growth, evolving resident expectations, and technology-driven change. Today’s communities demand more than traditional property management—they require innovative solutions that balance sustainability, convenience, and personalized service. As the province’s largest residential property management company, FirstService supports a diverse range of communities, from high-rises in Yaletown and Coal Harbour to townhomes in Richmond, low-rise condominiums in West Vancouver, and mixed-use developments in Metrotown Burnaby and the City of Lougheed. Our approach ensures every neighborhood benefits from proactive planning and tailored support designed for the complexities of modern living.

We proudly serve some of British Columbia’s most vibrant communities—from the luxury high-rises and heritage conversions of Olympic Village and Gastown to the family-focused townhomes of Richmond and the waterfront condominiums of West Vancouver. In Burnaby’s Metrotown and Lougheed, large-scale mixed-use developments demand complex operational strategies. This diversity fuels our commitment to adaptable, future-ready solutions that meet the unique needs of every strata community.

Our market President Chris Churchill is passionate about BC and all things community.  We sat down with him to gain valuable insights.

"I grew up in Ontario and moved to BC for school I have lived most of my life in Vancouver and consider myself a "West Coaster”. I have been with FirstService Residential for 6 years and am passionate about our business, the beautiful province of BC and holding ourselves to a high standard, setting us apart from competition."

Chris Churchill, President of FirstService Residential BC
  

Interview with Chris Churchill, President of FirstService Residential BC

What does strata management involve in BC?

"Strata management is about more than administration—it’s about creating a safe, well-maintained environment where residents feel supported. Financial planning, maintenance coordination, and compliance with the Strata Act are ways to ensure communities operate smoothly."

Interested in strata management? Visit our page here to learn more about our comprehensive strata management services, from 24/7 customer care to proprietary property management technology.
 

What happens if my strata manager retires or moves? How do you ensure continuity and long-term success?

"We have a structured redundancy plan. Our model includes regional directors and a deep bench of licensed professionals, so transitions are seamless. The building’s long-term success remains front of mind through documented strategies and technology-driven communication."

How do you ensure trades provide service that balances speed, quality, and price?

"At FirstService Residential BC, we combine rigorous vendor vetting with the power of scale. By leveraging our purchasing strength across thousands of homes, we negotiate preferred vendor agreements that deliver significant cost savings for strata communities—often in the double digits—without compromising quality. Every vendor undergoes a strict credentialing process through platforms like VIVE, ensuring compliance with insurance, licensing, and safety standards.

Our proprietary technology tracks key performance metrics such as response times, SLA compliance, and first-visit fix rates, providing transparency and accountability. For example, our building efficiency programs have achieved 15–20% reductions in energy costs portfolio-wide, demonstrating how data-driven oversight improves both cost control and service quality. While the final vendor choice rests with the strata council, we provide the tools, insights, and vetted options to make informed decisions confidently."

Learn more about HODA here.

Learn more about RSS here.
 

How can I take proactive measures to keep insurance and loss rates down?

"Preventive maintenance is key. We educate councils on risk mitigation—like regular plumbing checks and fire system inspections—because 30% of large buildings experience major losses annually. Our size allows us to partner with insurers for better rates and coverage."

How do you plan on using automation or technology to enhance your service model?

"We’ve adopted a layered approach similar to Canadian banking: RSS for quick email responses, 24/7 Customer Care for multilingual phone support in 30 languages, HODA for mobile convenience, strata managers for licensed expertise, and regional directors and VPs for complex issues. This ensures efficiency without sacrificing personal service."

How do bylaws and rules work, and what makes a bylaw unenforceable?

"Bylaws must align with the Strata Act. If they conflict with provincial law or discriminate, they’re unenforceable. We provide guidance on industry trends and bylaw best practices, enabling councils to make informed decisions and maintain compliance with evolving standards."

Read our article 'BC strata bylaws: An in-depth guide' to learn more.

Want to learn more about unenforceable bylaws? Read our article here for more information.

What is the contingency reserve fund and why is it important?

"It’s the financial safety net for major repairs. Recent regulations have increased minimum contributions, and we help communities plan ahead to minimize special levies."

Read our article 'Understanding the Contingency Reserve Fund in strata corporations' to learn more.
 

What should owners know about depreciation reports?

"These reports are critical for long-term planning. We ensure they’re updated and integrated into financial strategies."

Want to learn more? Read our article 'BC deprication reports: A complete guide' today.
 

How can technology improve resident experience?

"From mobile apps to online portals, technology simplifies communication and payments, while keeping strata managers available for complex needs."

Lastly, where do you think BC strata management is heading?

"The future of Strata Management in British Columbia is poised for rapid and positive transformation. As we look ahead, the expectations of both residents and Strata Councils are evolving. Strata’s demand quicker response times, seamless access to data and information, and the tools to benchmark and understand the operational costs of their buildings. This shift is not just a passing trend but a fundamental change in the way our industry must operate.

The availability of real-time information, transparent communication channels, and advanced data analytics will empower all stakeholders to make informed decisions. For brokerages and service providers, this means confronting a critical decision point: when does the discomfort of maintaining the status quo outweigh the challenges of adopting new solutions? From my perspective, that moment has already arrived. The need for investment in technology and innovative practices is more urgent than ever.

I am proud to lead a forward-thinking organization, one that is eager to carve out this new path for the industry. "

Positive feedback from BC communities

"Our manager is great - so responsive, professional and personable.  I have been in strata living arrangements for over 30 years and she is the best Manager I have worked with."

K.L., Langley

"They are extremely professional and very organized and on top of their job."

T.C., Langley

Contact us today to learn how we can support your strata.