Boardwalk Rental Communities has stopped using on-site superintendents in some of its 29 buildings in Calgary — but residents of at least one apartment tower are circulating a petition that demands the service be restored.

The company says it's opting for a new "hub-style" process in which managers oversee several "communities" at once. So, for example, at Boardwalk's 142-unit Skygate Tower in the Beltline, the building's two superintendents are now working out of an office several blocks away.

Residents can either call a local or a 1-800 number if they need emergency assistance.

But Anne Landry, one of the residents who's upset at the change, says she's lost the feeling of safety and security in the building she's lived in for 18 years.

She says that's because there's no longer someone keeping an eye on things from the office on the main floor.

"It's not the same feeling. When you have an on-site superintendent in the building, you have the sense of security to know that, OK, nobody is just going to walk in the building that shouldn't be here," says Landry.

Informed by letter

In a letter to residents dated Dec. 9, Boardwalk said that as of Dec. 2, the leasing office will only open during specific times.

Residents of Skygate Tower in the city's Beltline now have to call for emergency assistance after losing their on-site superintendents. (Colleen Underwood/CBC)

The company writes that it's grouping on-site managers from a few different buildings into one nearby office for "better collaboration and teamwork."

The new format is based on a successful trial in some of its other communities, according to the letter.

Boardwalk declined to do an interview with CBC, but in an email said it is retaining the same number of associates.

And that in other locations it has found the changes actually improve customer service.

Landry is concerned the building's proximity to 17th Avenue S.W. leaves it vulnerable to criminal activity, but says it's not just an issue with security — because the two managers had been there for years, they were like family and were easily accessible for those day-to-day concerns, she says.

Long-distance help

"We don't want to be calling a toll-free number in Toronto to get the service that we know can't even meet what Priscilla and Clint can provide on-site," said Landry.

Landry says the company prides itself on community building and customer service, but she believes this new "hub-style" method of delivering that service contradicts the commitment.

"This absolutely makes no sense. I think maybe somebody has thought out some operational way to save a few pennies but in the end I don't think it's going to save them anything. I think it's going to cost them loyal customers."

The Skygate tenants plan to deliver their petition to Boardwalk management later this week.