Poor strata management services? Here’s how to fix it

Do you feel like your strata manager has stopped caring? Poorly maintained common areas, repairs not being carried out, or a lack of follow up to calls or emails can be a sign that caring for the common areas of your strata property is not being prioritised.

One of these signs in isolation isn’t necessarily a signal that you are getting poor strata management services and should change strata management immediately, but if a few of these warning signs are present then you may want to consider your options.

PICA Group’s top eight tips to help resolve if you should change your strata manager as a result of poor strata management services:

1. Confirming strata issues
2. Ensure you understand the role of a strata manager
3. What are strata manager responsibilities?
4. Communicating with the strata manager
5. Escalate the issue
6. Research
7. Change strata management companies
8. Escalate the issue with the strata governing body

1. Confirming strata issues

Sometimes, what seems like a problem is just the result of miscommunication or misunderstanding. If there really is an issue, it’s the committee that will need to act.

2. Ensure you understand the role of a strata manager

Sometimes the role of a strata manager is confused with that of a building manager, property manager or strata lawyer and the expectation of what they do can lead to disappointment. To have a successful relationship with your strata manager, there must be a clear understanding of what they do, and a good channel of communication.

3. What are strata manager responsibilities?

A strata manager is mostly an administrator. They collect levies, manage financials, pay bills, issue work orders, submit insurance claims, deal with compliance and act on instruction of the strata committee.

They are not strata lawyers (with some exceptions) or experts in building management. So before acting upon whether your strata manager is doing their job, make sure you understand their role and ensure you are familiar with the agency agreement and their charter of customer service.

4. Communicating with the strata manager 

It’s important to start by communicating with the strata manager transparently and openly. Let them know your concerns and ask for an action plan to fix the issues. Make sure you include deadlines and ask for regular progress updates.

5. Escalate the issue

If you don’t get a satisfactory response from the strata manager, the next step would be to speak with their superior. This could resolve the issue, or you may request that the agency appoints a new strata manager for your property.

6. Research 

Strata laws are different in every state and can be complex. If you’re not sure where you stand, consider seeking a second opinion from a legal or financial professional.

7. Change strata management companies

Switching is easy – start by finding out the terms of your current contract then shop around to find a new strata manager and ask for their help and advice to transition over.

8. Escalate the issue with the strata governing body

If you believe the issue is serious enough, you may want to take your complaint higher. This can include contacting the relevant strata governing body or licensing authority in your state ((e.g. Queensland Government Body Corporate and Community Management, NSW Office of Fair Trading, or Consumer Affairs Victoria). If the dispute isn’t resolved, you can take it to the Tribunal for adjudication.

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