May 2020
When thousands of residents were without water in Canada’s tallest residential condominium, Aura at Yonge and Gerrard, because of a “booster pump” failure the management company first informed everyone they would remain without water for at least seven weeks. Impacted were an estimated 2,000 residents in 905 suites in the 79-storey building. Residents gathered in the lobby for details with management unavailable.
People prepared to spend weeks unable to wash dishes, shower or use the bathroom. Some booked into hotels. Local stores ran out of bottled water as everyone prepared for the worst.
An initial e-mail placed blame on a broken city water main that caused the pump to fail because of low water pressure. This was, apparently, a “special” pump designed for the building and requiring seven weeks to repair. The city quickly responded stating there was no failure of the city water main and no complaints from other buildings.
A second e-mail hours later informed that technicians were working on-site to find a replacement pump. That afternoon a third e-mail announced a solution had been found and water restored that evening. A fourth e-mail suggested residents use the gym’s shower facilities and that water bottles would be available in the lobby.
Faith in an unprepared board and management has been badly damaged. A better approach would have been to inform residents of the problem, a solution is being worked on, and further updates would be provided as available. Residents would have been spared the concern and cost of seeking alternate accommodation and water for what turned out to be a 24-hour problem. There was no need to falsely place blame on the city for what in the end seems to have been a not-uncommon pump failure.
ICC Property Management failed to respond to a Toronto Condo News request for comment about how communication resulted in misinformation about source of the problem and time to repair or replace.
Poor and inaccurate communication has real, direct and severe implications to high-rise residents as this situation has shown. Getting caught making things up is worse. Faith in both board and management have been damaged. Many will mistrust future communications and statements because of how this “minor” matter was handled. There was no need to be untruthful or to divert blame. It may take years to recover from this loss of faith.
