Responsive service and community care: The FirstService Residential approach to strata management

Managing residential communities in British Columbia is about more than property upkeep it’s about creating a responsive, supportive environment where residents feel seen, heard and cared for. FirstService Residential, Canada’s leading property management company, has built its reputation on delivering exceptional customer care and ensuring every community thrives.

"I have been with FirstService Residential for 11 years. Born in Montreal I’ve spent most of my life in beautiful BC. It’s my mission, within my role to ensure that we provide our clients with the best customer service possible. We believe in building community; that starts with around the clock customer care and technology."

Lielin Chester, Director of Operations, Resident Care, North Region
  

Putting residents first: a conversation with Lielin Chester

What does community support mean to FirstService Residential?

"For us, it means being available when residents need us most. Whether it’s a maintenance request or a question about community technology, responsiveness is at the heart of everything we do."

Visit our British Columbia strata management page to learn more about how our tailored services are designed to support your community every day.

New clients often worry about responsiveness and availability. How do you address this concern?

"We understand that timely service is a top priority for residents and strata councils. That’s why we’ve built a system designed for speed and accessibility. Our standard turnaround time for requests is 24–48 hours, and urgent issues receive immediate attention through our 24/7 emergency line. In addition, our Homeowner Digital Assistant (HODA) and Resident Support Services (RSS) provide real-time updates, so residents always know the status of their requests. This transparency and availability set us apart and gives clients confidence that their needs will never be overlooked."

How quickly can residents expect issues to be resolved?

"Our standard turnaround time is 24–48 hours, and urgent matters receive immediate attention. We know delays can impact quality of life, so we act fast."

Want to learn more about how our teams at FirstService Residential can support the residents in your community? Visit our 'Residents and tenants' page here for more information.
 

What supports are available beyond basic maintenance?

"Residents benefit from a full-service platform that includes financial guidance, vendor coordination, and digital tools for communication. We’re here to make life easier, not just manage buildings."

Learn more about our strata management services here.
 

How do you keep residents informed?

"Clear communication builds trust. We use multiple channels like digital newsletters, mobile apps, and automated alerts to ensure residents always know what’s happening in their community."

Read our article, 'Effective communication for community engagement' for key tips and insights on communication in your strata.
 

How does technology improve responsiveness?

"Our systems, including HODA, RSS, and CSS, allow residents to submit requests and track progress in real time. This transparency reduces frustration and builds confidence."

Learn more about HODA, our Homeowner Digital Assistant, here. Designed to provide immediate, reliable support, HODA enhances communication and resolves 90% of resident inquiries at first contact, so your strata manager can focus on community-wide operations.

Learn more about RSS, our Resident Support Services, here. With a team of local experts available to handle resident inquiries efficiently, RSS allows your strata manager to dedicate more time to council priorities, fostering stronger relationships and a more successful community.
 

How does FirstService deliver value that others can’t?

"Our comprehensive support network is unmatched. We offer Resident Support Services (RSS), a dedicated team focused on resolving requests quickly and efficiently. Our Homeowner Digital Assistant (HODA) provides a cutting-edge platform for real-time request tracking. The Customer Care team and emergency line ensure immediate assistance, available 24/7. Additionally, our robust vendor program delivers exclusive partnerships that guarantee competitive rates and top-tier service for property needs.
 
Smaller firms often struggle to keep up with demand. Our scale, technology, and expertise allow us to deliver consistent, high-quality service across all community types."

Learn more about our trusted property management services delivered throughout British Columbia here, including technology and software, banking and insurance services, and more.
 

How do you ensure availability for residents?

"We maintain dedicated customer care teams and 24/7 emergency support. Residents know they can reach us anytime."

What challenges do BC communities face today?

"Regulatory compliance under the Strata Property Act is a big one. We help councils navigate these requirements, so residents don’t experience disruptions."

Read our article, 'The evolving landscape of BC strata management: An interview with Boon Sim' to learn more.
 

What advice would you give to communities seeking better service?

"Start by choosing a partner that prioritizes your community’s unique needs and goes above and beyond to meet them. It’s not just about managing properties, it’s about understanding what residents truly value, whether that’s faster response times, transparent communication, or proactive maintenance. Look for proven systems and dedicated support teams that can deliver on these expectations.

For example, when a high-rise community in Vancouver needed immediate assistance during a major plumbing issue, our 24/7 emergency line and vendor program ensured repairs were completed within hours—minimizing disruption for residents. Similarly, a strata in Richmond wanted better communication tools, so we implemented our Homeowner Digital Assistant (HODA), giving residents real-time updates and reducing frustration."

What’s next for resident support in BC?

"We’re investing in technology and training to make service even faster and more personalized. At FirstService Residential, responsiveness isn’t just a promise—it’s our standard. From advanced technology to dedicated support teams, we make sure residents feel cared for every step of the way."

Communities we serve in BC

We’re proud to support vibrant neighborhoods across British Columbia, including Richmond, Vancouver, New Westminster, Coquitlam, and Surrey. Each area presents unique needs:

• Richmond offers luxury high-rises and family-friendly townhomes.
   
• Vancouver features iconic condominiums and modern rental developments.
   
• New Westminster blends historic low-rise buildings with contemporary strata living.
   
• Coquitlam showcases suburban townhomes and growing condominium complexes.
   
• Surrey includes affordable starter homes alongside upscale gated communities.

What residents are saying

"Knowledgeable and personable agents. All agents we have known have educated us and been very responsive and accountable to our council."

D.A., Vancouver

"We are very happy with the property manager we have now and generally speaking we get good service from FirstService. We have in the past had a property manager who was very very difficult to work with.We are happy with FSR. We have certainly seen an improvement in management in the last couple of years and we are satisfied."

A.T., Vancouver

Interested in property management in British Columbia? Contact us today to learn more.