What does your strata manager do for you?
What exactly does a strata manager do?
In many ways, strata management is an ‘invisible’ service. If you are not a member of the committee, you likely have very little contact with your strata manager. We’ve put together this brief guide of what your strata manager is likely to be doing behind the scenes, by service levels.
Not all strata managers offer the same services, so we’ve broken this explanation into levels of service, with a restaurant analogy to assist.
Basic Fair to expect all strata managers to undertake these tasks. This is your ‘Maccas’
Medium Higher level of service & attention. May not be transparent with cost. Call this ‘Crinitis’
High Experienced managers, lots of attention. Higher upfront cost. It’s ‘Café Sydney’
The lists below are based on ‘average’ companies, and all are obviously different. Services not included by companies may be undertaken, but likely at an additional cost, which may not be disclosed at the time of requesting the service.
Service
Basics
Medium
High
Customer Service
Phone calls are returned within 1 business day
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Emails are responded to within 2 business days
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Answers to questions are provided quickly, correctly and with respect
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Applications for pets and renovations are easy to submit and quickly processed
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All staff are courteous, knowledgeable and willing to help
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Website contains helpful information
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Access to information on your account, such as levy balance and contact details is easy
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You can obtain copies of all important strata documents, such as minutes of meetings, insurance certificates, financial statements, invoices, fire safety certificate without cost and easily
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Complicated issues are managed professionally, with regular communications and in a manner that provides confidence.
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Phone calls are returned within 4 business hours
MTS only
Emails are responded to within 1 business day
MTS only
Emergency after hours services are available and easy to use
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Service
Basics
Medium
High
Financial
Set up & operate trust account
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Pay invoices
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Send out levy notices
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Prepare basic statements
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Provide statutory statements
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Prepare basic budget (% increase on previous year)
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Prepare financial statements on accrual and prepayment basis
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Supply financial statements on demand
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Prepare tax returns
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Prepare BAS statements
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Prepare reports for audit
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Prepare detailed budget with explanation
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Manager differential accounts for special projects
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Prepare and manage cash flow for major projects
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Assist in management & planning of Capital Works Fund
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Manage collection of overdue levies
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Provide invoice approval system
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Provide 24/7 access to financial records including invoices
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Service
Basics
Medium
High
Repairs and maintenance
Arrange and issue standard work orders
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Arrange 3 x quotations for works valued over $1500
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Maintain a register of service contracts
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Prepare and maintain asset register
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Prepare works contacts for works valued over $20K
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Develop and deliver safe work method statements
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Prepare tender documentation for non-specialised quotes
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Liaise with experts for specialised works.
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Undertake onsite inspection to evaluate works completed
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Service
Basics
Medium
High
Administrative
Maintain books & records
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Reply to emails
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Issue ‘standard’ letters
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Issue by-law breach letter
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Issue notice to comply
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Maintain the strata roll
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Supply access to books and records as required
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Prepare for, attend, chair, draft and issues minutes for 1 AGM. Held at SM office, during business hours
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Prepare for, attend, chair, draft and issues minutes for 1 AGM. Held at SM office, after business hours
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Prepare for, attend, chair, draft and issues minutes for 1 AGM. Held at venue of OC choice, after business hours
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Prepare for, attend, chair, draft and issues minutes strata committee meetings.
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Apply common seal to DA, tree applications of CDC
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Keep a register of by-law breaches
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Investigate by-law breach complaints and provide report and recommendation to the SC
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Service
Basics
Medium
High
Compliance
Ensure contractors are licensed and insured
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Make arrangements for and lodgment of Annual Fire Safety Statement
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Engage a broker to, or obtain 3 quotations for insurance
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Obtain insurance valuation
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Obtain capital works fund 10-year-plan
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Keep records and ensure compliance with asbestos register
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Ensure lodgment of pool safety certificate
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Lodge safe operation lift certificated with Safe Work Australia
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Lodge cooling tower compliance certificates
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Keep calendar register of all due dates and compliance matters
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Manage issues in relation to cladding
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Service
Basics
Medium
High
Special projects
Manage defect claims
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Manage fire orders
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Manage legal disputes
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Manage major work upgrades
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Complete ROI analysis on upgrade works
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Community engagement projects
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Space activation projects
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Which Service is Right for You?
Every building has different needs. The services that will most benefit your building depend on a range of factors including:
- Experience and time availability of strata committee members.
- Size and age of building.
- Whether there are special projects required to be undertaken.
- The complexity of the building’s financial needs.
- How up-to-date with compliance the scheme is.
- The complexity of the physical assets of the building.
Are you getting the right service?
A few benchmarks for you to consider could be:
- How easy is it for owners to access basic information like financial statements for the building?
- Are you confident the value of your building has been optimised?
- Do you have a clear understanding of what your levies are paying for?
- Are the answers from your strata manager make-sense, but also positive in terms of benefiting the building and its value?
- Do you know what the future plans are for major works?
These are important questions for all strata owners to know the answers to. If you don’t, it could be your building is not getting the right level of services for your needs.
Next steps?
We’d recommend compiling a list of services that are important to your building. You can use this article to help guide you.
From there you can create your own strata management tender document, with a clear idea of your expectations of service.
The Owners Corporation Network (https://ocn.org.au/) have a great template for putting your strata management contract to tender.
Pro Tip
A good hint as to what to expect from a strata company is their willingness to create a bespoke service package that suits your needs. If they can’t do that, they are probably not right for you.
To finalise your list of companies to ask to tender, try the following:
- Ask around. Check with friends, or even use your local community Facebook page for recommendations.
- Check out websites, and reviews and get a general feel for service offerings.
- Look for recognised experts. Are the staff members experienced and recognised at what they do?
- Do a pre-tender call and ask questions specific to what is important to your building.
Remember strata management is like everything else. You get what you pay for. The key to a truly successful strata management partnership is confidently knowing what your building needs, and wants, and finding a strata manager who matches those needs.
Need help?
Sydney Strata Connection is a private Facebook group set up to connect strata owners with each other. You’ll be able to ask questions of other strata owners, as well as our own expert team. Join here.
Or contact our experts. We’re always here to support you:
1300 264 818