icc property management ltd. supplement to condobusiness
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ICC ProPerty ManageMent LtD. 1
ICC Property Management Ltd.Supplement to Condobusiness
2 SPeCIaL SuPPLeMent
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ICC ProPerty ManageMent LtD. 3
From humble beginnings in a 300
square foot office in Richmond Hill with no
support staff, to the current 4000 square foot
Corporate Centre in Markham with over 22
employees, one thing still remains…the strong
foundation and belief of the importance of
family upon which ICC Property Management
Ltd. was founded.
Steven Christodoulou, sole owner, President
and CEO of ICC Property Management Ltd.,
views the word “family” in very broad, all-
encompassing terms. “Family is extremely
important to me and I believe that when you
expand the family unit, it brings strength,
builds good character and teaches humility and
appreciation,” says Christodoulou, who is
married and has four children.
Christodoulou started ICC over 17 years ago.
His first client, an elegant and stately equity
co-op, is still managed by ICC today and stands
as a testament to the devotion of ICC to the care
and service it provides, as well as to the loyalty
of their clients.
“ICC is a family – a family of which my
clients and staff are a part. Each are equally as
important as the next”, states Christodoulou.
As ICC expanded its’ portfolio throughout
the years, it retains a proven track record of
exemplary service to their clients. Each client in
the portfolio of over 40 buildings are part of the
‘family’ that ICC is extremely proud of. “We
celebrate the successes of each client as we work
together to provide exemplary service to
improve and maintain each building in our
portfolio”, says Christodoulou.
“Property Management is in my blood – I
am a second-generation property manager.”,
explains Christodoulou, whose father, Savvas
Christodoulou, is a veritable legend in the
industry. Notwithstanding, Steven still
started from the ground, up – absorbing
every learning experience and detail as he
shadowed his father while on the job. He
fondly recounts early memories of
accompanying Savvas on inspections when
he was a young child. By the age of 14, he
was working for his father during the summer
watering grass at townhouse complexes.
After completing his studies at the University
of Western Ontario, he joined GPM where he
advanced his skills as a property manager and
learned more tricks of the trade under Savvas’s
watchful, and sometimes critical, eye.
But Steven Christodoulou always had an
entrepreneurial spirit, and so at the young
age of 23, he ventured out on his own and
founded ICC Property Management Ltd.
which is now a thriving company with a
strong and unified spirit.
After two years, Savvas eventually joined his
son at ICC and they still work closely together
today. At 75 years young, Savvas continues to
come into the office regularly to attend to
business and help new managers learn to
manage properties the right way. Always
dapper in his tailored suit, and with a pen and
paper in hand, he is off on his inspection. Even
a person of excellent physical health and
stamina is hard-pressed to keep up with Savvas.
Nothing escapes his attention to detail - from a
tiny tear in a piece of wallpaper, to a bit of dust
in the corner of the boiler room, everything is
duly noted and the manager learns what to
look for.
“These are people’s homes and they must be
kept clean and well-maintained,” insists Savvas.
Most of the very experienced managers out
there are probably nodding and chuckling now,
as the majority of them know Savvas personally
– he trained most of them.
Also working with the father and son team,
Christodoulou’s wife, Sherry, is, herself, a
seasoned property manager and worked for
several reputable companies before meeting
Christodoulou. Christodoulou laughs, “Only
another property manager could understand…
the late nights and endless meetings.” For over
a decade, Sherry has worked alongside her
husband and father-in-law both in the field
managing several portfolios, and at Head
Office. She now works mainly behind the
scenes for ICC while raising the couple’s
children.
The newest addition to the Head Office
administrative support team is Steven’s
sister, Loula, who also worked for GPM
many years ago.
But, for Christodoulou, there is more to
family than just blood relations. He thinks
of each of his staff members and his clients
as part of that family.
ICC Property Management Ltd.In the Company of Family
4 SPeCIaL SuPPLeMent
While Christodoulou previously
worked with a partner, they chose separate paths
and split the portfolio of buildings a few years ago
in order to effectively facilitate their respective
personal and professional growth. Since that
time, ICC has expanded considerably, doubling
from its modest holdings to a portfolio of more
than 40 buildings. “I am very proud of the steady
growth and accomplishment of ICC over the past
few years and I am extremely excited for the
future of the company.” states Christodoulou
With the success of ICC over recent years, there
came a point where Christodoulou had reached a
benchmark in the growth of the company. In
recognition that he needed to add a senior
condominium specialist to act as his right hand,
and with a tough set of criteria for the candidate,
he commenced the search for the right person to
fill the position of Vice President of ICC.
“I was very, very particular in my selection of
someone for the position as the person needed to
be the right ‘fit’ for the family here at ICC.” And
that person was Mr. Chris Antipas, a bright young
star with a wealth of experience in the field of
condominium management and an exemplary
track record of providing exceptional service to
his clients.
The news of the selection of Antipas as ICC’s
new Vice President broke fast and spread like
wildfire. Recounts Christodoulou, “I was very
confident in my choice of Chris, but it was the
outpouring of respect and esteem from his
colleagues in the field and staff under his tutelage
that served to confirm that Chris was the right
choice for the ICC family.”
“Calls of congratulations and positive feedback
about my choice of ICC poured in from
everywhere.”, adds Antipas. “I was very happy to
become part of a team that was so well-respected
in the industry.”
Formerly a senior regional manager at
Brookfield Residential Management, Chris
The Executive Team…
steve Christodoulou Chris antipas
Antipas came to ICC with an impressive
amount of knowledge and experience. In
addition, his enthusiasm, creativity,
dedication and strong connection with the
family atmosphere of ICC has made him the
most perfect fit for the company.
Christodoulou is more than thrilled with Chris
and they work incredibly well together. “I couldn’t
be happier as Chris and I move forward into the
future with this company,” states Christodoulou
who is now currently looking at expansion
markets outside of the GTA.
Antipas joined ICC because of its commitment
to service. “I strongly believe in ICC’s philosophy
and, with it being a smaller, more close-knit and
hands-on company, I am able to provide the
consistent high level of service that I always
believed that clients deserved,” he says.
In joining ICC, Antipas helps oversee the
physical management of the buildings under
ICC’s care. His experience, dedication, and
attention to detail ensure that the management
and maintenance of all the buildings meet the
highest possible standards, consistent with that
which ICC is known for.
Together, Steven Christodoulou and Chris
Antipas are the dynamic duo taking ICC to a
whole new level, “We have great forward
momentum, provide exceptional service, and
have a strong team working together to help us
get there.” states Antipas.
ICC ProPerty ManageMent LtD. 5
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6 SPeCIaL SuPPLeMent
iCC manages over 40 condominiums,
from smaller townhouse complexes, to large,
luxury high-rise buildings. From more mature
condominiums, to one of the newest
condominiums in the Ontario, and one of the
finest buildings in the country.
They also assume management of
condominiums under court-appointed
administration. “Because we believe that no
matter what type of condominium it is, you
deserve to have your building managed well,”
says Steve Christodoulou, ICC’s President.
But new condominiums present their own
challenges and also benefit from ICC’s
experience. New buildings sometimes have
developer issues or problems that need to be
ironed out, and ICC is able to deal with these
even from a pre-turnover phase.
Another specialty in the ICC portfolio is a
little less common: the elite level of
condominiums. “Our attention to detail makes
us a good choice to manage luxury
condominiums,” says Christodoulou.
The Residences of One St. Thomas: The Jewel
In The Crown
ICC brings its famed service to the Residences
of One St. Thomas. Located on a
secluded street close to the
sleek, high-end shops on
“Mink Mile” at Toronto’s
Bloor Street, the 29-
storey limestone
luxury building has
only 72 suites that
range from about
1250 square feet
to over 10,000
square feet.
The elegant building can be considered the
company’s flagship client. “This is a fantastic
building and is known as one of the premiere
condominiums in Canada today,” states
Christodoulou.
In line with the tasteful decor from interior
designer Brian Gluckstein, the building has an
executive concierge who caters to the every
need of the discerning residents of the building.
In addition, the building boasts 24-hour
security, doorman and valet parking as well as
state-of-the-art electronic security equipment.
Valet parking is provide by Forest Hill Valet
who not only park the vehicles, but also act as
full concierge providing an unlimited range of
services to the residents.
Further accentuating the luxury at One St.
Thomas, facilities include guest suites, an
indoor pool and whirlpool, change rooms with
steam baths, indoor and outdoor terraces, fully
equipped exercise room and two private massage
rooms.
ICC understands the discriminating tastes of
the residents who reside in the building. “Even
the soaps and
shampoo in the fitness
room have to be a
certain brand—
it’s what the
residents want and deserve,” says Antipas.
Service is re-defined at One St. Thomas,
where the residents are always treated like VIP.
“This is a special condominium and as such, it
must be managed more like a five-star hotel than
a condominium,” says Christodoulou. Fittingly,
the condominium’s Annual General Meetings are
held at the nearby Four Seasons Hotel.
Obviously, the building and residents of One
St. Thomas are extraordinary, but for ICC, the
key is to treat all of the condominiums in its
portfolio with the same respect, dedication to
service, and attention to detail. They are family,
after all, and when you are a client of ICC Property
Management Ltd., you are not just in a family
company…you are in the company of family.
For further information, please contact:
ICC Property Management Ltd.
Markham Gate Corporate Centre
550 Alden Road, Suite 201
Markham, Ontario, L3R 6A8
Telephone: 905-940-1234 ext 24
Fax: 905-940-3881
www.iccpropertymanagement.com
ICC’s Clients
Foresthill_ICC_09.indd 1 12/11/09 9:43:30 AM
ICC ProPerty ManageMent LtD. 7
8 SPeCIaL SuPPLeMent
When you hire iCC, you hire a team of
condominium specialists which offer several
advantages and which distinguishes it from
other property management companies.
ICC has developed its reputation based on
the high-quality service they provide to all
their clients. “I think the key to providing good
service to our clients is the experience we bring
to the table. At the same time, we’re always
learning something new,” says Christodoulou,
who claims he is constantly learning although
he has been working in the industry for the
majority of his life.
ICC runs a centralized operation whereby all
financial and administrative aspects of the
company are carried out by the team of
professionals at head office. This gives our
property managers the freedom of being able
to concentrate on simply managing the
property and not being bogged down by
mundane administrative duties. “You can’t
manage a building by sitting behind a desk”,
says Antipas.
Whenever possible, we also try to reduce the
ratio of property managers to buildings. This
gives ICC a leg up over other management
companies, where property managers may be
responsible for as many as 10 buildings or
more. “It is very important to us that our
property managers are able to focus their
attention on the clients they serve, and don’t
constantly feel stretched to the breaking point.
This enables us to attract and retain better
managers, and they’re able to take care of our
clients and the buildings. It’s all about balance,”
says Christodoulou.
Want another example of ICC’s attention to
service? On any given night during the week,
Christodoulou and Antipas are personally
attending board meetings as they believe in the
value of meeting face to face meetings to
strengthen client relationships, something that
emails, faxes and other forms of electronic
communication does not readily procure.
“This business is all about relationships and
customer service – something that has been in
steady decline in North America over the years.
We deal on a daily basis with people with real
problems and concerns and we do our best to
ensure that they feel validated and have an
advocate to work for them toward effective
and satisfactory resolution of the issues at
hand.” states Antipas.
Another key element of effective property
management is good communication with
homeowners. Thus, ICC strives to ensure
that all owners are kept apprised of current
events and issues pertaining to not only their
building, but in the condominium
community at large.
“We stress with property managers the
importance of communicating with residents and
with boards of directors,” says Chris Antipas. “This
is to create confidence, and let people know what’s
coming, so there are no surprises. It is their most
important investment, after all.”
Aside from site offices, the communication
to residents from ICC’s head office is equally
as important. “At ICC, our telephones are
answered 24 hours a day, because problems
don’t always occur during business hours,”
says Christodoulou. “In this industry, we
sometimes have to be plumbers, electricians,
engineers, painters, or even counsellors to
resolve inter-personal problems among
owners. Laughs Christodoulou, “Sometimes
it’s like we are firefighters and Tylenol for
condominiums. We put out fires when
necessary while taking away the headaches
of the day to day operations from our
boards of directors.”
The ICC Advantage
iCC has Created a tried and true system for the
effective operation of their Head Office as well as their site
offices. “We have a very efficient and streamlined process at
our Head Office which takes much of the burden of the
financial and administrative tasks off the shoulders of our
managers. Managers therefore have more time to manage the
building instead of spending it on coding and processing
invoices, creating budgets, preparing AGM packages and so
on. We find that this process is extremely effective and makes
for happier managers, Boards of Directors and residents.”
Antipas explains.
ICC successfully manages a wide variety of projects from
small 13 townhome units, to large 600-unit highrise
communities. Their flagship building, The Residences of One
St. Thomas, is Canada’s premiere uber-luxury condominium.
“We have actually turned down some prospective clients
because they were not the right fit for us or our family-type
atmosphere.”, states Christodoulou.
ICC Property Management Ltd. is for the discerning client.
“Clients like us because we don’t just manage their buildings,”
says Antipas, “We manage them well and build long-lasting
relationships with each and every one of them.”
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reCognizing that having good staff
is the strength and backbone of a company,
Christodoulou credits his managers, administrators
and head office staff with much of the success of
ICC. “They are part of our family,” explains
Christodoulou, “and we all work together as a team
to ensure that everybody has the support they
need. Without their untiring efforts and dedication
each and every day, ICC would not be the company
it is today.”
Make no mistake, however, as ICC has no
intention of becoming a large conglomerate
company. “We pride ourselves on being very
hands-on in the day-to-day needs and management
of each and every one of our buildings. My staff
and clients know me and can count on being able
to reach me personally at any time and that is the
way I intend to keep it.”, affirms Christodoulou.
Each member of ICC’s team is hand-selected by
Christodoulou and Antipas to ensure a proper fit
for both ICC and the client. “It is important for us
to ensure that the prospective staff member has the
right personality, work ethic, dedication and
attention to detail that we expect from all our staff.
We don’t hire just anybody as a warm body to fill a
seat in a site office.”, states Antipas.
ICC’s staff members are equally dedicated and
devoted to the family atmosphere. Some of the
staff members have been with ICC over 11 years
and continue to provide a consistently high level of
service to the clients. “We are NOT a revolving
door for staff or clients,” emphasizes Christodoulou.
“Longevity is a key factor for building and
maintaining client relationships…and relationships
is what this is all about.”
ICC’s philosophy of family also extends to their
clients. As such, clients are given the personal
attention and service that they deserve. “We are a
professional property management company for
the discerning client. But our philosophy is
different in that we form solid relationships with
our clients based on mutual respect, appreciation
and good values.”, Christodoulou says firmly.
“When a new client comes to us after having
been with a large company, we consistently hear
very positive feedback regarding our personal
service which is something they indicate that they
were not getting before.”, adds Antipas.
In keeping with the tradition of the family
philosophy at the heart of ICC, Christodoulou
hosts an annual summer BBQ at his home for all
of his staff and their families. “I love it when we all
get together in this way and I enjoy getting to know
my staff and their families outside of the office
environment and I want them to know me in that
way as well. One big family.”, says Christodoulou.
In addition, ICC hosts an annual Christmas
party for all board members and property
managers. Members of the boards of directors of
different buildings are encouraged to talk amongst
themselves while enjoying a festive atmosphere.
ICC’s position on the inter-mingling of clients is
different from that of other property management
companies, which might not support board
members from different buildings comparing
notes on their relationship with the property
management company, but ICC is confident this
communication will bring only positive results. “It
lets them share their positive experiences,” explains
Antipas.
Staff and Clients – Part of the Family
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10 SPeCIaL SuPPLeMent
Congratulations to
ICCon their many years
of quality service.
CONDOMINIUM LAW EXPERTS
in 2007, iCC achieved their ACMO 2000
designation, a proud accomplishment for ICC.
Only 25 companies are certified as ACMO
2000. The certification is comparable to the
equivalent of ISO 9000 certification for
condominium management. In other words, it’s
a mark of standards of excellence and quality.
As part of the ACMO certification, ICC is
independently audited by the Business
Development Bank of Canada. ICC is also
fully insured as a property management
company, carrying errors and omissions
insurance and a fidelity bond.
For ICC, it’s all part of their commitment
to being a well-run company that can
provide consistently great services for the
properties it manages.
“Basically, this means that all our
condominiums are managed consistently well,
with policies and procedures in place to
meet our high standards and objectives,”
says Christodoulou.
Antipas adds, “Being certified as ACMO
2000 represents part of ICC’s continued
commitment to excellence. At ACMO, we try
to set the bar at a certain level for condominium
management companies. By attaining the
ACMO 2000 certification, it means that you’ve
met and obtained those levels.”.
Christodoulou explains that the certification
confirms a certain level of reliability and
consistency in how a company is run. “It
means the management company is able to
provide consistent reliable service across the
board. However, at ICC, we do not stop there.
We continually strive to exceed that standard
and raise the bar even higher”, says Antipas.
Affirming their high level of service is the
fact that ICC Property Management Ltd.
received the AMCO Corporation Member of
the year award in 2008. This award, along
with their ACMO 2000 certification, is
proudly displayed in the reception lounge at
their Head Office.
Accomplishments and Accolades
Congratulationsto ICC Property Management
for your many years in the industry!
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ICC ProPerty ManageMent LtD. 11
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going ‘green’Not only is their logo green in color, but going ‘green’ is a significant part of
ICC’s on-going commitment to the environment. To affect this, ICC is
doing their part to preserve the health of the planet through environmental
measures designed to conserve energy. They have formally created an
‘Environmental Committee’ to review all the Corporations practices. This
will further ensure that not only are they properly addressing energy
conservation for financial purposes but also are also being environmentally
responsible in helping to reduce the carbon footprint of their buildings.
in-house trainingICC is extremely proud to have been granted official teaching status by
ACMO to teach the R.C.M. “It is a great advantage to our staff as well as our
clients to be able to offer these courses at our Head Office. Previously, the
ACMO courses were only available at various colleges in the GTA, but now
ICC is an official R.C.M. ‘school’. We provide these courses to our staff free
of cost in order to aid them in becoming better managers and help them
advance their careers.” says Antipas.
Currently, all ICC managers have (or are exempt due to years of
experience), or are actively working on attaining their Registered
Condominium Manager (R.C.M.) designation.
Customer satisFaCtionThe stories come quickly when ICC is asked how their services have made
a difference for their clients.
“Last year we took over a property in May, and at the AGM in November,
a homeowner got up and said that over the summer they’ve never seen so
much work being done and such an improvement. And they had been
there since the inception,” says Christodoulou.
The truth of the matter is, most new clients come to ICC through
referrals from other satisfied clients. “Our clients and residents don’t
hesitate to recommend us to their friends and family,” says Christodoulou,
with great satisfaction.
But ICC continues to reach out to potential new clients with ads on the radio,
an innovative marketing initiative that is a first in the property management
industry. “It has been a highly successful method of reaching out and spreading
the word of our company to the masses,” explains Christodoulou.
If you listen to the John Oakley Show mornings on AM640, you may
have heard the ads, which promote the accomplishments and services
offered by ICC.
For example, in one ad, Steve Christodoulou tells a short anecdote: “How
does your condo choose its property management company? I received yet
again a call from a director who last year ended up hiring another property
management company based on price alone. They realized their mistake
and have returned to retain us as their property manager. Don’t base your
decision just on price for your single biggest investment. Insist on an
ACMO 2000 certified company. Insist on ICC.”
But what’s the biggest reason that ICC retains so many clients for so long?
The superlative service that ICC offers to all its clients, big or small. That’s how
ICC has been able to reach the position of success it now holds.
Company Initiatives
14 SPeCIaL SuPPLeMent
“It is in giving that we receive”— ST. FRANCIS OF ASSISI
B A R R I E O A K V I L L E T O R O N T O Tel: 705.797.0070 Tel: 905.855.0400 Tel: 416.446.0800 Elsewhere in Ontario — toll free: 1.866.446.0811 e-mail: richard@elia.org web: www.elia.org
CONGRATULATIONS
ICC Property Management Ltd.on 17 years of giving value and leadership
to condominium communities.…
52494 9/23/09 DA
PANTONE 295
Congratulations to ICC Property Management for their many years in the industry!
300 New Toronto StreetUnit #35 Toronto, ONM8V 2E8
300 New Toronto StreetUnit #35 Toronto, ON
Tel: 416 259 9600Fax: 416 259 9400
Skyway Roofing.indd 1 12/11/09 10:01:54 AM
ICC ProPerty ManageMent LtD. 15
as i reFleCt over the past 17 years since I
founded ICC Property Management Ltd., I
acknowledge that it has been both a challenging
and rewarding experience. I set out on a journey
as a young entrepreneur with a vision and a
strong set of family values to achieve certain goals
and with maintaining a positive attitude, hard
work and perseverance, I have happily attained
them. Still, I vow to keep raising the bar and
continue to set and strive for higher goals.
I wish to express deep gratitude and
appreciation for all those who have helped me
along the way. From my first client, Mary Lou
Kitchen of 150 St. Clair Avenue West, who
believed in me even though I had no buildings, to
all of my dedicated staff who work hard each day
and night, and the many contractors working in
and around the buildings on a daily basis
including lawyers, engineers and accountants, I
would like to express my sincere thanks.
Chris Antipas and I are both exceedingly
grateful for each and every one of our clients, for
without their trust and support, ICC would not
be the thriving expanding and company it is
today. As we look forward, we remain committed
to providing our clients the best possible service
while maintaining our honesty, integrity and our
mission – to protect the investments of our clients.
A special mention must go to Savvas
Christodoulou who continues to pass on a wealth
of knowledge and experience. His skills, work
ethic and attention to detail are second to none
and we are both proud and honoured to still have
Savvas working alongside us for as long as he is
willing and able.
Most of all, to our wives, Sherry and Vicky, and
all our children for being patient with us and
putting up with the late meetings, long hours,
missed soccer practices and ballet recitals. We are
very fortunate to have partners and families that
are as supportive and understanding as they are.
Sincerely,
Steven Christodoulou, R.C.M.
and Chris Antipas, R.C.M.
A Personal Note:
in general, most condominiums are
looking to retain a management company to
provide the best service at the lowest possible
price. After a short while, though, they end up
dissatisfied with the lack of service they are
provided. Antipas explains, “We are very
competitive in the market, but we may not be
Value
1008_DSFM-AD-CB_FA.indd 1 11/25/08 3:12:23 PM
220 Duncan Mill Road, Suite 513,
Toronto, Ontario, M3B 3J5
Tel: (416) 444-3906 Fax: (416) 447-9798
We are a Proud
Supplier to
ICC Property Management
Daurio_franklin.indd 1 12/11/09 12:24:02 PM
the lowest bidder. When you hire ICC, the quality
of the service you receive from us is evident right
from the start and definitely justifies our fees it in
the eyes of the client.” ICC firmly believes that the
services it provides bring value to the properties it
manages—and after all, a condominium is an
investment as well as a home.
16 SPeCIaL SuPPLeMent
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