A smooth maintenance process does not rely on a big and well-resourced building, a full-time concierge, or a long committee meeting. In many strata communities, especially smaller schemes, it comes down to one thing: getting the right information to the right person, quickly, so the repair can be assessed, approved, and completed without confusion.
This checklist is designed to help lot owners, residents, and strata committees lodge better maintenance requests and reduce delays. At Australian Strata Management (ASM), we use a clear workflow, so requests are handled promptly, responsibly, and with the right compliance checks.
Before you submit: two quick questions
1) Is anyone in danger right now?
If there is an immediate safety risk (electrical hazard, severe leak, storm damage, fire safety concern, security breach), treat it as urgent and contact your strata manager immediately.
2) Is it likely common property or lot property?
You do not need to be an expert, but a simple note helps. For example, “leak appears near the ceiling below the bathroom” or “light is out in the shared stairwell”.
If you are unsure, report it anyway. Australian Strata Management can help confirm responsibility as part of the assessment.
The maintenance request checklist
Use this as your go-to list. The more of this you include, the faster the request can move forward.
1) The basics
- Your name and contact number
- Property address and lot number
- Best access times (weekday, weekend, mornings, after 5pm)
- Who lives in the property (owner occupier, tenant, or vacant)
2) Exact location of the issue
Be specific. “In the garage” can mean several different places.
Examples:
- “Garage roller door, bay 3”
- “Outside Lot 2, near the letterboxes”
- “Common hallway, level 1, outside Lot 5”
- “Rear stairwell light fitting”
3) What is happening (symptoms, not guesses)
Describe what you can see, hear, or smell.
Helpful phrases:
- “Water dripping from…”
- “Intermittent buzzing sound from…”
- “Door does not latch and swings open”
- “Crack widening over the last month”
- “Light flickers then goes out”
Avoid assuming the cause unless you are certain. A clear symptom description is often more useful than a diagnosis.
4) When it started and whether it is getting worse
- Date first noticed (even an estimate is ok)
- Is it constant or intermittent?
- Has it escalated in the last 24 to 48 hours?
This helps prioritise urgency and select the right trade.
5) Photos or short video
If safe to do so, attach:
- A wide shot showing context
- A close-up showing the detail
- A short video for noise issues, leaks, or moving parts
Good images can eliminate back and forth questions and avoid delays.
6) Any immediate risks
Tick anything that applies:
- Slip or trip hazard
- Electrical risk
- Security concern
- Active leak
- Potential for property damage
- Access or egress blocked
If it is urgent, say so clearly and contact your ASM Strata Manager immediately.
7) Anything you have already done
Include any actions taken so work is not duplicated:
- “Water turned off at the isolation valve”
- “Temporary barrier placed near the broken tile”
- “Tenant notified”
- “Previous repair attempted in last year”
8) Access details
If a contractor will need access, provide:
- Lockbox or key arrangement (if available)
- Intercom instructions
- Parking constraints
- Pets on site
- Any preferred contact for scheduling
Access issues are a common reason jobs stall, so this step is important.
Committee checklist: what helps approvals move faster
Committees in smaller schemes often want quick action without losing control of costs. These practical settings can make a big difference.
1) Confirm approval limits in advance
Set clear guidance for what your strata manager can approve without a committee vote, for example minor repairs under an agreed amount. This reduces delays for straightforward fixes like common area lighting or small plumbing jobs.
2) Agree on when quotes are required
As a rule of thumb:
- Routine minor works may proceed with one quote where appropriate
- Larger works may require multiple quotes
- Urgent safety repairs may proceed immediately, with reporting back to the committee
Your scheme’s rules, budget, and circumstances always come first, but having a shared approach helps everyone.
3) Keep a preferred contractor list current
A list of reliable, insured trades familiar with your property can speed up attendance, especially in storm season or during peak maintenance periods.
Australian Strata Management also checks licensing, insurance, and other documentation as part of engaging contractors, which protects the Owners Corporation.
4) Communicate expectations to residents
A simple notice about how to lodge a request, what information to include, and typical timeframes for routine items reduces frustration and repeat enquiries.
What happens after you submit
A strong process is predictable. Here is what you can generally expect once Australian Strata Management receives a request.
- Logged and triaged
Emergency, urgent, or routine. - Responsibility confirmed
Common property vs lot responsibility, or shared factors. - Quotes obtained or contractor arranged
Depending on the scope and your scheme’s approval pathway. - Approval and scheduling
Committee approval where required, then booking and access coordination is formally documented. - Work completed and confirmed
Completion checks, resident feedback, and follow up if needed. - Invoicing and records updated
Accurate coding for accounting purposes and to maintain a financial history that supports future planning.
Quick template you can copy and paste
Subject: Maintenance request, [Address], Lot [X]
Location:
Issue (what is happening):
When it started/was first noted:
Urgency / risk:
Photos attached: Yes / No
Access times:
Access notes (keys, intercom, pets):
Your name & contact details:
Contact details (name and phone number) of person providing access (where different from above):
A better checklist leads to faster outcomes
Most maintenance delays are not caused by a lack of effort. They happen because key details are missing, responsibility is unclear, or access cannot be arranged. Using this checklist helps Australian Strata Management act quickly and keep your strata community safe, functional, and well maintained.