As a property manager who has seen the condo world evolve from handwritten logs and bulletin boards to cloud-based systems and mobile apps, I can tell you this: technology is a game-changer—but only if we're ready to play smart and safe.

In today's world, the conversation around smart condos is no longer just about convenience. It's about creating connected, efficient, user-friendly, and secure communities. With AI and automation shaping everything from package deliveries to surveillance systems, it's tempting to rush into new tech without fully understanding the risks. But as someone who deals with the real-world drama of condo life—disputes, complaints, emergencies—I've learned that technology is only as good as the protection we wrap around it.

Embracing Smart Technology: A Double-Edged Sword

Let's be honest, managing a condo is like running a small city. You're juggling maintenance, financials, communication, legal obligations, and resident concerns all at once. AI has helped lighten the load. From predictive maintenance alerts to AI-powered chatbots that can answer residents' questions at 2 a.m., these tools transform how we operate.

In one building I managed, we installed a smart parcel system to reduce theft and streamline deliveries. Residents loved it. But within weeks, I started getting complaints. Some people didn't understand how to use it, and one resident with mobility issues couldn't reach the screen. That was a turning point for me. I realized we can't just implement tech for the sake of innovation; it needs to be inclusive, accessible, and secure. That meant training, communication, and, yes, tech support. The excitement surrounding innovation must be matched by a commitment to education and protection.

Cybersecurity: The New Frontline of Property Management

With great data comes great responsibility. Condo management companies often store sensitive information: unit owner contact details, financial records, fob activity logs, and even video footage. If that data is compromised, the fallout is more than technical—it's emotional and reputational.

Cybersecurity isn't just an IT issue; it's a management issue. As property managers, we need to be part of the conversation. I've had to ask tough questions of our vendors and IT partners: What kind of encryption do you use? Is there multi-factor authentication? How often are backups tested?

And most importantly, do we have a plan if something goes wrong?

When Real Life Meets Digital Risk

Not long ago, I managed a crisis where a board member's email was hacked, and residents started receiving suspicious messages requesting payments. The panic spread fast. The trust we had built with the community began to unravel in hours. Thankfully, we acted quickly by alerting residents, locking down access, and bringing in cybersecurity support. But it could have been much worse.

That incident reminded me that digital threats are not theoretical. They are happening now, and we must be proactive—not reactive. From phishing scams to ransomware, the threats are constantly evolving, and our defences must also evolve.

AI with Boundaries: Managing Human and Machine Expectations

AI is powerful, but it's not magic. I once tested an automated system that promised to "flag problematic residents" based on email tone. It sounded useful—until it flagged a senior resident who always wrote in all caps because of poor eyesight. That was a wake-up call: AI needs context, and we need to stay human.

In the condo world, emotional intelligence is just as important as artificial intelligence. We can't let automation replace empathy. Understanding the emotional temperature of a community, especially after years of managing trauma-related conflict and high-stress interactions, is not something an algorithm can do.

That's why I advocate for what I call "conscious AI adoption"—choosing tools that serve a clear purpose, reviewing them regularly, and always keeping an eye on how they impact the lived experience of our communities.

What Condo Managers Need to Know

So, how do we make sure we get it right? Here are some of the lessons I've learned:

Start with a Tech Audit: Take stock of every digital system in your building. Know what data is collected, where it's stored, and who has access.

Prioritize Cybersecurity in Contracts: Work with vendors who can demonstrate their cybersecurity protocols. Don't assume they will provide details.

Train Your Team: Staff should understand the basics of cyber safety: recognizing phishing emails, securing logins, and reporting red flags.

Involve the Board Early: Boards are often skeptical of new tech. Educate them with real-world examples, success stories, and data-driven benefits.

Keep Residents Informed: Communicate openly about what systems are being introduced and how their data is being protected. Transparency builds trust.

Have a Breach Response Plan: Know what to do if systems are compromised. Who do you call? How do you communicate? Don't wait until it's too late.

Creating Safer, Smarter Condo Communities

Our job isn't just to manage buildings; it's to nurture communities. Our decisions around AI and cybersecurity affect the safety, privacy, and trust of the people we serve.[KJ1] 

Smart condos are not a trend; they're the future. But that future depends on us making thoughtful, informed choices. With the right balance of innovation and protection, we can create safer, more connected communities that people proudly call home.
 

Sandy Maeck is a property manager, author, and advocate for trauma-informed leadership in community living spaces. With a background in supporting survivors of domestic violence and navigating high-conflict environments, she brings a unique, human-centred lens to the evolving world of smart condo management. Her work focuses on blending technology, compassion, and resilience to build safer, more inclusive communities.

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