Monday January 12, 2026
Property services are no longer just an add-on; they’re the backbone of successful residential communities in British Columbia. Property services add a lot of value to the high-class developments and satisfy residents’ expectations. From concierge, building manager and janitorial programs to building operations and quality assurance, these services directly impact resident satisfaction and asset performance.For many councils and residents, the biggest concerns are clear:
- Are we getting the service we expect?
- Do we get value for our money?
- Why do discrepancies in customer service and communication happen—and how can they be fixed?
- How do we reduce high turnover and maintain consistent standards?
"I have been part of the FirstService Residential family for five years and bring over seventeen years of experience in the real estate industry. Growing up in Germany, I relocated to British Columbia in 2016. In Germany, my work focused on developing and delivering high‑quality property service solutions for commercial clients. After moving to Canada, I transitioned into the residential sector and joined FirstService Residential as an Area Manager. In that role, I led a team of concierges, caretakers, building managers, and janitors who were committed to creating a welcoming and safe environment for residents every time they came home."
- Frederice Robinson, Director of Property Services in British Columbia
The importance of property services: A Q&A with Frederice Robinson
What do property services include?
"Property services go far beyond traditional management. They include concierge, security, building manager, caretaker as well as janitorial programs, and quality assurance, all designed to improve residents’ quality of life and protect long-term asset value. For example, in a Coal Harbour high-rise, our concierge team not only manages guest access but also coordinates package deliveries and emergency response, creating a seamless experience for residents."
- Frederice Robinson, Director of Property Services in British Columbia
Are we getting the service we expect?
" Our property services team focuses on the consistent delivery of building operations and maintenance. We establish clear operational standards for core services such as concierge where we report what we notice and then work with the trades and strata manager together to solve the issue. We are the Strata Managers eyes and ears on the ground
We are directly involved with trades, coordinating and scheduling maintenance, repairs, and specialized services to ensure work is completed efficiently and to standard. This hands on approach helps prevent service breakdowns, supports proactive maintenance, and guarantees smooth building operations. "
Is there value for money?
" Value is measured by outcomes. If you hire us for property services, such as concierge, building manager or caretaker, you will receive exceptional quality and hospitality-driven service. While the integration may not be as comprehensive as full-service management, our teams work closely with your council or management company to ensure alignment and a seamless experience for residents.
We work successfully with different Strata Management companies, however, we have noticed that in the case of strata(Opens in a new window) management and property services combined under one provider, councils benefit from faster decisions, streamlined vendor coordination, and improved results. FirstService Residential also offers an annual vendor trade show for clients and non-clients to get in front of over 60 vendors and ask the questions you need answered. We have multiple sessions and subject matter experts to listen to and learn from."
Is communication consistent?
"73% of tickets could be resolved quickly and directly by the RSS team! If you have additional services to property services you can also access our proprietary platform, FirstService Connect, which provides residents with secure access to account details, maintenance status, meeting minutes, community news, and emergency alerts—24/7. In one Surrey community, residents reported fewer complaints after adopting FirstService Connect because they could track requests and receive instant updates."Read our article 'Effective communication for community engagement' to learn key tips for effective communication and insights into avoiding communication missteps.
How do you address discrepancies in customer service and communication?
"We believe in proactive support. Area Managers conduct regular check-ins with the teams, Strata Managers and councils, ensuring everyone is aligned and teams have the tools as well as coaching they need.
For example, when a concierge team in Yaletown faced challenges with guest access protocols, our Area Manager provided on-site training and updated procedures within 48 hours, restoring confidence and consistency. In fact, one Coal Harbour property has maintained the same concierge team for over five years thanks to our retention strategy, which includes career development and recognition programs."
Will standards remain consistent if staff rotate?
"Yes. Standard operating procedures and quality assurance inspections maintain standards, and our retention strategy keeps familiar faces on-site. Even when temporary staff are needed, they follow documented protocols to ensure service consistency."
How do you handle building operations for different property types?
We tailor staffing and resources to each property type—high-rises, townhomes, condominiums, or low-rise—while maintaining the same commitment to quality and hospitality. For example, a luxury high-rise in Coal Harbour requires 24/7 concierge and advanced security systems, while a townhome community might only need a part time caretaker."
How do we reduce high turnover and maintain consistent standards?
We reduce turnover and maintain consistent standards by continuously refining our service levels, aligning salary expectations, and creating opportunities for personal development to attract and retain high performers. Promoting from within has proven highly effective, fostering loyalty and growth. Our inclusive culture and collaborative approach to challenges build strong, committed teams. Additionally, we implement best practices across the portfolio and maintain open communication and support among team members to ensure consistency and excellence.
What major changes have you seen in property services over the past few years?
Over the past five years, two significant changes have emerged. First, recruiting the right fit for both the client and the company has become increasingly challenging. While there is no shortage of interested candidates, the quality and qualifications often fall short of expectations. Second, budget constraints imposed by councils have grown tighter, even as expectations for service remain high. As a people-driven business, cost reductions inevitably impact service quantity—not quality—raising the question of whether the current service model is sustainable. These challenges require innovative approaches to maintain resident satisfaction while meeting financial limitations, and they are more prevalent today than ever before.
Share a success story or challenge you solved for a community
Strata in Vancouver requested maximum service while managing budget constraints, so I reviewed our service model to identify options that would meet council and resident expectations while reducing costs. We adjusted service delivery by reducing hours during low-demand periods, ensuring efficiency without compromising quality. To date, residents remain satisfied as the changes were seamless, and council is pleased that financial targets were achieved.
Where we serve across Metro Vancouver
We’re proud to support diverse communities in Vancouver, from waterfront high-rises in Coal Harbour and Yaletown to family townhomes in Kitsilano and Mount Pleasant; in Burnaby, from transit-oriented towers in Brentwood and Metrotown to low rise clusters in Edmonds; and in Surrey, from condo hubs in Guildford and Fleetwood to master-planned townhome pockets in Cloverdale and Newton. Each area presents distinct needs, and our integrated approach to strata management adapts to them.
What our communities are saying
"I have recently moved into RiverSky2 and Sheba and Fannie have been outstanding! Very responsive and friendly. I am sure they are pushed and pulled in many directions, but they always have time to respond and always with a smile. Definite assets to the team!"- B.C. New-Westminster
" Chloe and the concierge team at Belpark do a fantastic job. They are great at communicating and always provide assistance when needed." "- B.C., South Vancouver
About FirstService Residential in British Columbia
"FirstService Residential is BC’s trusted partner for property management and property services across townhomes, high-rises, rental properties, condominiums and low rise communities. Our integrated approach to strata management delivers full-service management—combining client services, customer service, building operations, quality assurance and a hospitality mindset—to keep properties performing and residents thriving.
To learn more about how we can support your strata or rental property in British Columbia, contact us today.