These issues have contributed to a less consistent experience for Brickell Key One residents

Staffing and Service Observations

Office and Front Desk

• Residents report that phone calls are often unanswered.
• Email response times have been slower than expected.
• Front desk staff are sometimes occupied with screens rather than actively greeting residents and guests.
• Guests enter elevator not being able to press the button for the floor they are going to.
• Turnover is too high.
• We purchased new radios and a transmitter, yet not being used.
• New key fobs, when can we stop carrying old key fobs?

Receiving Department

Please see these more in depth post available: Crisis in Receiving: A Board-Created Fiasco and Receiving Mess No End in Site.

Building Appearance and Overall Environment

A number of restrictive signs have been placed at entry points and in elevators.

Effective March 2025 elevator rules include:

• No dogs in passenger elevators, even when carried
• No cats or birds in carriers in passenger elevators

These pet owners are instead directed to use the freight elevator, which is frequently in use by vendors, freight and service personnel. At the 12/4/25 meeting, a resident suggestion to allow small, hand-carried pets in passenger elevators was requested but not adopted.

Safety and Maintenance Items

• Records indicate that some elevator inspection dates lapsed in July 2024
• Why are there fire extinguishers in the hallways sitting on top of the lighting pedestal?
• Seasonal decorations are simpler this year, replacing prior fresh-tree with a more basic artificial one

These items have raised questions among residents about maintenance schedules and aesthetic choices. Where is the money going?

Administrative Processes and Delays

Residents have reported extended timelines for:

• Architectural modification approvals taking many months
• New resident or renter applications taking way too long
• Mortgage- and lender-related paperwork taking way too long

Some of these delays may stem from increased board involvement (aka Micro Management) in routine decisions that property management staff would typically handle. Additional context:

• State-licensed managers are trained to process administrative matters promptly.
• By statute, architectural requests without a response within 30 days may be considered approved.
• Lender and mortgage document turnaround times that span multiple days or weeks can affect the building’s reputation with agents and financial institutions.

Reports of Unauthorized Entry

Several residents have expressed concerns about staff entering units without advance permission.
Some also reported that personal belongings were recorded during these entries. These reports have prompted questions about unit-access protocols and resident privacy protections.

Clarifications on Existing Rules

Residents have been informed of rules that do not appear in the building’s written policies:

1. Worker entry only after 9 AM — Written policy states entry is allowed after 8 AM, with noise restrictions before 9 AM.
2. No construction noise on Thursdays or Fridays — No written policy has been provided to support this. When requested an owner was told to make appointment to view this rule on paper.

Clear, consistent documentation is important to ensure rules are applied uniformly.

Moving Forward

Residents have expressed interest in:
• Improved communication of policies and procedures
• More consistent service standards
• Timely administrative processing
• Greater transparency in decision-making
• A more welcoming environment in shared spaces

Engaging in meetings and dialogue may help ensure that concerns are heard and addressed constructively.