The security guard must be reachable at all times outside of office hours - which is not the case, as the Minto number regularly directs us to voicemail. Moreover, given the nature of his responsibilities, one security guard is clearly insufficient for 1004 units in 6 outdated buildings.
Regarding being regularly directed to voicemail when tenants try to reach security, the Property Manager expressed strong surprise. He said that it should not be this way and immediately mentioned that he would send a notice to security regarding this complaint to clarify the reasons. He advises us to note each time we are redirected to voicemail, especially if it's an emergency: date and time of the call and report it to the administration. Regarding the issue of having only one security guard, Mr. Cao acknowledges the understaffing, expresses sensitivity to the matter, states that he has already raised this concern with his superiors, and will discuss it with them again.
Several tenants have complained about not having been able to reach the guard.
A tenant in distress might be confused to encounter a voicemail and may omit leaving a message. The caretaker might not check their messages and be unable to assist someone.
- Tenants must take note (date and time) of the next instances when the caretaker is unavailable.
- The Property Manager will follow up with his team.
- The Property Manager will once again request more security personnel from his superiors.
A tenant informed us of the inability to reach the security guard since he was elsewhere in the Rockhill complex and there is no way to contact him directly. She had to wait 45 minutes for him to return to the office.
In this situation, the only option is to leave a message and hope someone calls back. However, it seems that the telephone system does not always allow leaving a message, which makes communication impossible in this case.
