icc property management ltd. supplement to condobusiness

ICC ProPerty ManageMent LtD. 1

ICC Property Management Ltd.Supplement to Condobusiness

2 SPeCIaL SuPPLeMent

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• Congratulations ICC Property Management on your continued success in the industry •


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


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.


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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


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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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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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


“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: [email protected] 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

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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

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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

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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.

icc property management ltd. supplement to condobusiness

Documents

ceo of icc property

devotion of icc

steven christodoulou

savvas christodoulou

states christodoulou

importance of family

word family

family unit