How Transparent Reporting Transformed an Upper West Side Condominium

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AKAM Senior Vice President of Management, Fihlo Thomas, shares how consistent communication helped turn around a troubled 250-unit Upper West Side condominium.

With elevator work, roof leaks, and deferred maintenance, residents were frustrated by limited visibility into spending and progress. Thomas’ team introduced separate newsletters covering building operations and capital projects, supported by town halls. As residents became better informed, tensions eased and subsequent meetings improved.

“They appreciated the fact that we were communicating,” Thomas says, “and we were getting back to them as much as possible.”

By the third town hall, things ran smoothly and most of the work was completed. Thomas also emphasizes the need to share information proactively and cautions against interpreting silence as satisfaction:

“When I hear quietness, I hear stagnation. The news isn’t going to change, so give it,” he says.

Thomas’ takeaway: regular updates, clear accountability, and solutions alongside difficult news help build trust and keep boards, management, and residents aligned.