Good communication is the foundation of any well-run strata community. Part of this is understanding the role your strata manager plays and how you can work together effectively. Strata managers often manage a wide range of responsibilities and, at times, their role can be misunderstood — which may lead to misaligned expectations or delays in resolving matters.
To help foster a positive working relationship and achieve the best outcomes for your community, it’s useful to understand how your strata manager operates and how to approach communication in a way that’s clear, constructive, and efficient.
Understanding the Strata Manager’s Role
Strata managers are responsible for overseeing the day-to-day operations of your scheme. They work on behalf of the body corporate and follow instructions from the elected committee. Their responsibilities typically include:
- Organising meetings and following up on committee instructions
- Coordinating maintenance and liaising with contractors
- Managing financial records and levy collection
- Ensuring compliance with relevant legislation
- Responding to queries from owners and residents
While strata managers can offer advice and help guide processes, they are not decision-makers for matters such as by-law/rule enforcement, major expenditure approvals, or dispute resolutions. Most decisions are made by the committee or at a general meeting of owners. If a decision doesn’t go the way you’d hoped, it’s worth checking the process for having it reconsidered or formally raised for review.
Tips for Communicating Effectively with Your Strata Manager
1. Be Clear and Specific
When contacting your manager, clearly outline your concern or request. Include key details such as dates, property information, photos, or documents where relevant. This helps to reduce back-and-forth and speeds up the process.
2. Maintain a Respectful, Professional Tone
Like many roles, strata management involves balancing multiple priorities across a number of communities. A polite and constructive approach encourages smoother communication and supports a collaborative relationship.
3. Be Mindful of Their Workload and Processes
Many matters require committee approval or must follow formal processes, which can take time. Acknowledging this and allowing reasonable timeframes helps set expectations and maintains goodwill. If you’re unsure about progress, a polite follow-up is always welcome.
4. Use Email Where Possible
Written communication provides a clear, accessible record for both parties. It also allows your manager to respond thoughtfully and ensure any actions are properly documented for the scheme’s records.
5. Familiarise Yourself with the Basics of Strata Legislation
Having a general understanding of your obligations and rights under the relevant Strata legislation in your state can help you frame your enquiry and understand the processes involved.
Why This Matters
Constructive, clear communication benefits everyone in the community. It builds trust, improves response times, and helps create a positive, well-managed environment. Remember, your strata manager is there to assist with the operational side of community living — working in partnership with owners, residents, and the committee.
By understanding each other’s roles and communicating in a clear, respectful, and process-driven way, you’ll be helping to support the smooth running of your building and contribute to a stronger community.
How SSKB Community Managers Work with the Committee
At SSKB, our Community Managers act as the administrative link between the Committee and Lot Owners, helping to ensure the scheme is managed efficiently, transparently, and in accordance with the law.
Typical responsibilities include preparing agendas and meeting notices, managing correspondence, coordinating maintenance, overseeing financial transactions, and providing professional advice on regulatory matters. While they offer administrative support and guidance, Community Managers do not make formal decisions on behalf of the Body Corporate/Owners Corporation or Committee. These decisions are made through committee resolutions or at general meetings.
In some cases, routine tasks may be delegated to the Community Manager to assist with operational efficiency — such as chairing meetings, preparing draft budgets, issuing levy notices, or managing by-law/rule matters — all while adhering to the instructions and authority given by the Committee.
Ultimately, the Community Manager acts as a professional partner to the Committee, helping to maintain smooth operations, meet legislative requirements, and support the success of the community.
