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Good responding to complaints has two parts: getting back quickly and solving the problem. In a condominium, haste without rigour leads to promises that are not kept, and rigour without speed leaves the owner waiting for weeks. Responding quickly only counts if the response solves the problem. In this article we explain how Portal da Queixa, Portugal’s best-known online complaints platform, measures response speed, which complaints are most common in the sector, how we handle each case and what you can demand from any management company.
In short
- On Portal da Queixa, responding within 3 days earns the maximum score for response time.
- Condoroo responds on average in 7 days and has resolved 10 out of 10 complaints.
- The most common reasons for complaints in the sector are service and communication and common parts.
- Handling a complaint well means checking the facts, acting and explaining in writing.
- Firmness is also part of rigour: the management carries out what the general meeting decides.
How speed is measured
Average response time is one of the four indicators in Portal da Queixa’s Satisfaction Index. Each complaint earns points according to how long the brand takes to respond:
| Response time | Points |
|---|---|
| Up to 3 days | 10 |
| Between 4 and 9 days | 7 |
| Between 10 and 14 days | 2 |
| More than 15 days | 0 |
Response time accounts for 10% of the index; the resolution rate accounts for 50%, according to the official Satisfaction Index page.
Our figures, unvarnished
On Condoroo’s page on Portal da Queixa, consulted on 26 October 2026, Condoroo responds on average in 7 days and resolves 10 out of 10 complaints. Consumers rate the brand 4 out of 10, and 4 out of 10 say they would do business with us again. The Satisfaction Index is 73.8, rated «Ótimo» (excellent).
This is how we read these figures: we solve problems, but we need to respond faster and explain better. An average of 7 days falls in the 4-to-9-day band. The goal is to get below 3. See what our reviews and five-star distinction mean.
What owners complain about
Between January and August 2026, Portal da Queixa recorded 400 complaints about condominium management, compared with 240 in the same period of 2025, an increase of 66.67%, according to Jornal Económico. The category accounted for 58.65% of complaints in the housing sector. The reasons most often given were quality of service, customer care and communication (44.97%) and safety and the building’s common parts (42.71%).
These two reasons explain almost nine out of ten complaints in the sector. Both depend less on technology than on method: responding, recording, going to the building and reporting back on what was done.
Why speed is not enough
A reply within a few hours that only says «we will look into it» counts as a response, but solves nothing. That is why the Satisfaction Index gives more weight to the resolution rate than to response time. What matters to the owner is knowing three things: whether someone has understood the problem, what will be done and when.
Some complaints are solved with a phone call; others depend on a quote, a supplier or a decision of the general meeting. In these cases, the best quick response is an honest one: saying what depends on the management, what depends on third parties and when you will hear back.
How we handle a complaint
- Listen: the manager or a supervisor contacts the owner and confirms what happened.
- Check the facts: the building’s history, photographs, contracts and, if needed, an inspection.
- Act: call the supplier, correct an entry or schedule the repair.
- Explain in writing: what happened, what was done and the deadline for what remains.
- Learn: if the failure is in the process, the way we work changes in every building.
An example: in a building where cleaning of the common parts had failed, we hired a temporary cleaning company while the permanent provider was being chosen. The problem was solved immediately and the choice of supplier followed its normal course.
Rigour also means saying «no»
Not every complaint can be met in the way the complainant asks. The management carries out the general meeting’s decisions and complies with the law, even when an owner disagrees. In these cases, rigour lies in explaining the rule and the way to change it: asking for the subject to go back on the agenda or appealing to the general meeting.
«Dos actos do administrador cabe recurso para a assembleia, a qual pode neste caso ser convocada pelo condómino recorrente.» — Civil Code, article 1438
In plain English: the administrator’s acts can be appealed to the general meeting, which the appealing owner may call for that purpose.
Firmness is not a lack of respect. A manager can disagree with an owner and treat them with the same courtesy, documenting every step.
What to demand from any management company
- A contact channel that records the request and gives it a number.
- A response deadline and a person responsible.
- Access to the documents that justify the decision.
- A written reply when the complaint is formal.
- A complaints book available, both physical and electronic.
If the complaint is not resolved with the manager, see how the internal complaints portal works.
A team, not a mobile phone
In a micro-business, the response depends on one person. In a team, when the manager is at a general meeting or on holiday, a colleague picks up the case with the same history. That structure makes it possible to respond without losing context. For the owner, it means not having to repeat the story at each contact or wait for a single person to come back to get an answer. See how we organise customer support in condominiums.
How Condoroo helps
Condoroo manages more than 600 condominiums, including buildings with more than 300 units, with a team of more than 20 professionals and €500,000 civil liability insurance. We send hundreds of letters a month, each with tracking, and, according to Condoroo’s call metrics, the average call time is 5 minutes and 15 seconds. In September 2026 we were Brand of the Month (Marca do Mês) on Portal da Queixa. We carry out more than 35 on-site inspections a day, around 700 a month, to solve on site what cannot be solved over the phone. The bank account is in the condominium’s name and plans start at €6.50 per unit per month.
Responding to complaints in condominiums: frequently asked questions
How does Portal da Queixa measure response time?
Responding within 3 days earns 10 points, between 4 and 9 days earns 7, between 10 and 14 days earns 2 and more than 15 days earns 0.
How long does Condoroo take to respond on Portal da Queixa?
On the page consulted on 26 October 2026, the average response was 7 days, with 10 out of 10 complaints resolved.
What are the most common complaints about condominiums?
Quality of service, customer care and communication (44.97%) and safety and common parts (42.71%), between January and August 2026.
Does the management have to do what the complainant asks?
No. It carries out the general meeting’s decisions and complies with the law; the owner can appeal to the general meeting.
What should a good response to a complaint include?
What happened, what was done, the deadline for what remains and who is responsible.
Where can I complain about a condominium management company?
To the manager, at the general meeting, in the complaints book or on Portal da Queixa.
This article is for information only. Legislation and websites consulted on 26 October 2026.
