Colonial Property Management
Our Winter Risk Response

The recent extreme winter weather has presented significant challenges. To provide the most relevant information, we've created separate updates for our tenants and property owners.

Tenant Response
Owner Brief

Message To Our Residents

Graphic 3 - Tenants

Here's what we're doing to get every issue resolved

We understand this winter’s extreme conditions have been exceptionally challenging, and we sincerely apologize for the disruption and discomfort this has caused.

  • We’re securing new vendors to handle the high volume of inspections and repairs as quickly as possible.
  • Our CSR team is working non-stop to stay on top of every issue, from your calls and updates, to coordination between vendors and property managers.
  • Management is fully involved, keeping all departments aligned and pushing urgent items forward as fast as we can.

To give you clarity, here’s our standard procedure for repairs:

  • We secure estimates from vendors.
  • We present them to the property owner for approval and funding.
  • Once approved, we schedule the repair.

Throughout this entire process, our CSR team is constantly updating you on the status.

Sometimes factors outside our immediate control (like third party responses or vendor availability) can cause delays, but please know we are persistently advocating to move all operations forward.

How to Reach Us & What to Expect:

Our CSR team is available 24/7 through our main phone line and email. They’re monitoring all communications throughout the day.

While not all vendors work overnight, our team is pushing to get quotes and schedules secured during all available hours. For the fastest update on your specific issue, please reach us out directly.

We are doing everything in our power to restore your home. Thank you for your patience.

Brief For Property Owners

Graphic 1 - Owners

How Are We Managing Operations During Crisis?

The recent severe winter conditions have tested properties across the region. This update outlines our active management response, the process that protects your investment, and the key insights we are gathering for the future.

Our entire team is focused on resolving tenant issues and preventing property damage. Here’s what we are doing:

  • Expanding Our Vendor Network: We are bringing on additional, trusted vendors to manage the high volume of repairs and complete work faster.
  • 24/7 Coordination & Communication: Our CSR team centralizing our efforts, managing all tenant updates and persistently coordinating with vendors and managers to move operations forward.
  • Leadership Prioritization: Management is actively involved to ensure critical issues (no heat or major leaks) are pushed to the front of the line and resolved first.

Transparency On Our Process

We follow a clear workflow to ensure proper authorization and protect your financial interests:

  • Our 24/7 Customer Service Representatives handle communication and file the issue in our system.
  • A vendor is contacted to assess the issue and provides a detailed estimate.
  • For expenses of $1,000 or more, the estimate will be submitted for prior approval, unless immediate action is required due to an emergency.
  • Upon your approval, we schedule and oversee the repair.
  • Throughout, our team provides proactive communication to all parties, managing expectations and advocating for timely resolution.

This process ensures you retain control while we handle the logistics, especially when navigating external delays.

How Are We Protecting Your Investment?

Beyond immediate repairs, our focus is on the long-term health and value of your asset.

  • Our direct communication during delays helps preserve your property’s reputation and supports tenant retention.
  • Our structured approval and vendor management system provides crisis control, preventing chaotic spending and keeping you informed.
  • This was an unusually harsh cold snap, and we're paying close attention to what happened. We're reviewing our response times, where problems occurred, and how our vendors performed. What we learn will help us prepare more effectively for next winter.

*For questions regarding a specific property, please contact your property manager directly.*

Our Commitment to Our Clients

We are applying our full resources and expertise to navigate this event, resolve issues efficiently, and strengthen the systems that protect your investment.