COMMUNICATION POLICYCommunications and policies
This Communication Policy, dated 13 June 2026, forms part of Sandstone Malta’s service standards and sets out the principles governing communications between Sandstone Malta, the Owners’ Association and individual owners.
The purpose of this Policy is to ensure that communications remain professional, efficient and fair to all owners, whilst enabling Sandstone Malta to provide its services effectively and in accordance with its contractual obligations.
This Policy should be read together with our Terms of Business, Engagement Letter and published Condominium Administration Fees. In the event of any inconsistency, our Terms of Business shall prevail.
Our services are provided for the benefit of the Owners’ Association as a whole. Whilst we endeavour to assist individual owners whenever reasonably possible, our contractual obligations are owed to the Owners’ Association in accordance with our Terms of Business.
Sandstone Malta is committed to responding to communications professionally, courteously and within a reasonable timeframe. Once a reasonable response has been provided, Sandstone Malta reserves the right to consider the matter concluded unless new information becomes available.
Owners shall communicate respectfully and shall use the appropriate communication channel depending on the nature of the matter being raised:
- WhatsApp and text messaging: for reporting issues and sharing relevant information.
- Telephone: for urgent matters requiring immediate attention.
- Email: for non-urgent matters requiring explanations, documentation, records or formal complaints.
- Meetings: for matters requiring detailed consideration, explanation, consultation or decisions.
To ensure that communications are handled efficiently and in accordance with this Policy, Sandstone Malta may guide owners towards the appropriate communication channel for the matter being raised and may decline to engage further where communications continue through an inappropriate channel.
Communication Channels Guidelines
WhatsApp group
The WhatsApp group is provided solely as a convenience for owners and serves as an informal communication channel. It does not form part of the contractual or legal framework governing the condominium, is not an official reporting mechanism, and is not monitored outside office hours. Its purpose is solely to facilitate timely communication for reporting issues and sharing relevant information and is not intended to function as a discussion forum or community chat.
Once an issue has been reported and the matter is being followed up, explained or concluded by Sandstone Malta, owners shall avoid lengthy discussions, repeated follow-ups, extended criticism of contractors or service providers, or complaints regarding Sandstone Malta’s services through this communication channel. Such matters should be addressed through email or, where detailed discussion, consultation or clarification is required, through an Owners’ meeting.
We reserve the right to remove any participant who engages in inappropriate, disrespectful, abusive, or disruptive communication, or who fails to respect the intended purpose of the WhatsApp group.
Email
When emailing, owners shall provide sufficient details when raising a matter to enable Sandstone Malta to review and respond efficiently. Email communications should not develop into extended exchanges or prolonged back-and-forth correspondence where the matter has been reasonably addressed.
Direct Messages and Text Communications
The official contact number of Sandstone Malta for WhatsApp messages and text communications relating to condominium administration is 99814499.
Although Sandstone Malta staff or representatives may contact owners from other telephone numbers, such numbers should not be considered alternative communication channels for general condominium administration matters. Owners should direct all condominium-related WhatsApp messages, SMS messages and other text communications to this official number only.
Direct messages should be limited to reporting issues and concise operational communications, and should not develop into extended discussions. Where clarification is required, Sandstone Malta may provide brief explanations through this channel, however matters requiring detailed explanations, further discussion or consultation should be addressed through email or an Owners’ meeting.
Telephone
Telephone communication should be reserved for urgent matters requiring immediate attention.
Calls requiring detailed advice or discussion may be redirected to email or a scheduled meeting.
Meetings
The annual service fee includes attendance at the Annual General Meeting only. Where a matter requires detailed consideration, explanation, or consultation, owners are kindly requested to arrange a dedicated meeting with Sandstone Malta rather than using other communication channels for extended discussions.
The time allocated by Sandstone Malta in providing its services includes communication with owners.
In respect of the services covered by our Yearly Service Fee, as described on our website, whilst we are pleased to provide reasonable explanations and updates as part of those services, communications should be limited to what is reasonably necessary for the proper performance of our duties.
Where communications relate to services falling outside the scope of the Yearly Administration Fee, any time spent in connection with such communications shall be treated as part of the relevant additional service.
Individual Owner Engagement and Communication
The management and administration of the condominium, including the coordination of related matters, is the responsibility of Sandstone Malta. Whilst owners’ input, cooperation and decisions are essential where approval or direction is required, individual owners should not seek to direct, supervise or manage the administration process unless formally authorised to do so by the Owners’ Association.
Accordingly, no individual owner should expect to receive a disproportionate level of communication or individual attention, as Sandstone Malta must allocate its resources appropriately for the benefit of the Owners’ Association as a whole.
Contractors and other third-party service providers remain independent parties and are responsible for the quality, timing and execution of their own work. Whilst Sandstone Malta will coordinate, communicate and follow up with contractors on behalf of the Owners’ Association, we cannot be held responsible for shortcomings, delays, workmanship or failures arising from the actions or omissions of independent third parties.
Owners should appreciate that Sandstone Malta cannot compel contractors to act immediately or beyond their contractual obligations. Whilst we will continue to represent the interests of the Owners’ Association and seek appropriate action, owners should not expect outcomes beyond what can reasonably be achieved through communication, coordination and escalation where necessary.
We recognise that condominium administration involves legal, financial and operational aspects with which some owners may not be familiar, and we are pleased to provide explanations and guidance where appropriate. However, where a matter has been reasonably explained and further clarification is requested by individual owners due to different levels of understanding or interpretation, the owners concerned may request that the matter is addressed at an Owners’ meeting rather than continuing lengthy written exchanges.
Any concern or complaint not addressed informally should be submitted in writing to office@sandstonemalta.com, in accordance with our Complaints Procedure, and not pursued through WhatsApp or text messages discussions.
Administration of Communications
In order to provide an efficient service to all condominiums under our administration, Sandstone Malta reserves the right to determine the most appropriate communication channel for any matter.
Where necessary, we may:
- redirect communications to email;
- request that matters be raised through the formal complaints’ procedure;
- recommend a scheduled meeting;
- limit responses on WhatsApp to operational updates only;
- decline to engage in repetitive discussions once the matter has been adequately addressed.
Sandstone Malta reserves the right to amend this Communication Policy from time to time.
The latest version shall be published on our website and shall apply from the date of publication unless otherwise stated.
