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A burst pipe at night, a lift stuck with an elderly resident on the 6th floor, a question about a charge before the deed of sale: at these moments, owners want to talk to someone who knows what is going on in the building. In many management companies, the only way in is the manager’s mobile phone, and the manager on a single mobile phone cannot be the only way in. In this article we explain why condominium customer service fails so often, how we organise it at Condoroo and what you should ask your management company.
In short
- In 2022, companies in the sector had an average of 4.2 employees.
- With a single contact person, an engaged line or a holiday leaves the building without an answer.
- At Condoroo, the call passes to a colleague with access to the building’s history.
- The average call lasts 5 minutes and 15 seconds, according to Condoroo’s call metrics.
- Phone support serves owners of all ages.
The single-phone problem
According to a study by the sector’s association reported by ECO, there were 3,347 condominium management companies in mainland Portugal in 2022, with an average of 4.2 employees. More than half had a turnover of less than €65,000. In a structure like this, it is common for a single manager to look after every building, and the problems are predictable:
- Engaged line: if the manager is talking to a supplier, the owner hears the busy signal.
- No contact person: if the manager is on holiday, ill or on an inspection visit, nobody knows the building.
- Repeated information: with each contact, the owner has to explain everything again.
How we organise customer service
| Situation | What happens |
|---|---|
| Manager available | Answers and opens the building and unit file |
| Manager busy or away | The call passes to a colleague with access to the history |
| Request needs a visit | An inspection is booked on the technician’s route |
| Request needs a decision | Recorded for the next general meeting or a consultation of owners |
The file that opens with the call
When they answer, the manager immediately sees the unit’s and the building’s file:
- Financial data: charges paid and overdue, the unit’s balance.
- Ongoing operations: incidents, maintenance and pending quotes.
- History: what was discussed in previous contacts.
This way, the owner does not have to repeat the story. The average call in our customer service lasts 5 minutes and 15 seconds, according to Condoroo’s call metrics.
The most common reasons for contact
An owner may call about a breakdown in the common parts, about noise, with a question about charges, to ask for the statement of charges before a sale or to find out when the next general meeting is. Some requests are resolved during the call. Others need a visit, a quote or a decision of the general meeting. With noise, for example, the management can remind residents of the regulations and mediate, but it has no police powers.
See also how to resolve disputes and apply the condominium regulations.
Owners of all ages
People of every generation live in a building. For many, the phone is still the preferred channel, and rightly so. The law also protects those who cannot take part in general meetings by digital means:
«2 – Caso algum dos condóminos não tenha, fundamentadamente, condições para participar na assembleia de condóminos por meios de comunicação à distância e tenha transmitido essa impossibilidade à administração do condomínio, compete a esta assegurar-lhe os meios necessários, sob pena de a assembleia não poder ter lugar através daqueles meios.» — Decree-Law 268/94, article 1-A(2)
In plain English: if an owner has good reason for being unable to join a meeting remotely and has told the management, the management must provide the means they need; otherwise the meeting cannot be held remotely.
At Condoroo, we hold meetings in person and keep phone support available. Owners who prefer the phone are not left behind.
Large buildings and buildings with works under way
In a building with hundreds of units, contacts multiply. We manage buildings with more than 300 units, and this is where a team with several managers makes the most difference. In buildings with works under way, coordinating suppliers, internal administrators and owners requires someone dedicated to following the schedule and answering every affected resident. See how construction management works.
Why recording contacts matters
A contact that is not recorded is lost. When an owner calls three times about the same leak and each call is answered as if it were the first, trust disappears. With the record in the building’s file, any manager can see when the problem was reported, what has been done and what is still to be done. The record also helps the management spot patterns: if several owners call for the same reason, the subject should go to the general meeting. And if there is a dispute, the history shows what was reported and when. Owners can appeal against the administrator’s acts to the general meeting, under article 1438 of the Civil Code, and a good record helps prepare for that moment.
What owners can do
For a quick response, help the person who answers: give your unit, describe the problem precisely and, if possible, send a photo. For breakdowns in the common parts, say where the problem is and since when. If it is urgent, say so at the start of the call.
Customer service and technology
Technology does not replace the person who answers: it gives them the right information at the right time. That is the balance we argue for in our article on the false dilemma between technology and proximity.
What to ask your management company
- Who answers when the building’s manager is busy or on holiday?
- Is there an out-of-hours emergency contact?
- Does the person who answers have access to the building’s history?
- How long does it take to reply to a request by email?
- Are contacts recorded?
If the answers to these questions are vague, see the mistakes to avoid when choosing a condominium company.
The team behind the service
In buildings going through works, the team coordinates communication between suppliers, management and owners, so everyone knows what is being done and what comes next.
Call rerouting is described on our technology page: when the manager is busy, the call goes to a colleague with access to the same history.
How Condoroo helps
Condoroo manages more than 600 condominiums, including buildings with more than 300 units, with a team of more than 20 professionals. We send hundreds of letters a month, each with tracking. We carry out more than 35 inspection visits a day, around 700 a month, we have professional liability insurance of €500,000 and we have held the DECO seal for the third year in a row. The bank account is in the condominium’s name, and plans start from €6.50 per unit per month. Good customer service is measured by the request resolved, not by the call answered. If your request has gone unanswered, ask for the reference number and the expected deadline. A well-organised management company can give you both on the spot.
Condominium customer service: frequently asked questions
What happens if my manager does not answer?
The call passes to a colleague who has access to the building’s file and history.
How long does a call last on average?
5 minutes and 15 seconds in Condoroo’s customer service, according to Condoroo’s call metrics.
How many employees does a condominium company have on average?
4.2, according to the sector study for 2022 reported by ECO.
Do I have to repeat the information at every contact?
No. Contacts are recorded in the building’s and the unit’s file.
Can the management solve noise problems?
It can remind residents of the regulations and mediate, but it has no police powers.
Can I take part in an online meeting without digital means?
If you have told the management that you cannot, it must provide you with the means you need.
This article is for information only. Legislation and websites checked on 26 October 2026.
