At Australian Strata Management (ASM), our purpose is simple: we’re here to help strata communities thrive. We believe that a great place to live isn’t just about the building it’s about the people inside it and the relationships we build together.
Recently, we’ve noticed a rise in tough interactions with some of our clients. We get it, strata issues can be stressful. Whether it’s water where it shouldn’t be, rising costs, or complex repairs that take time, it’s easy for frustrations to build. And while we understand the emotions, it’s important to remember maintaining clear boundaries is essential.
Just as our team is committed to treating you with the respect, we ask for the same in return. After all, we’re all human, and we’re all on the same team.
The Human Element of Strata
An Owners Corporation (OC) works best when everyone contributes and keeps things harmonious. The same goes for the relationship with your management team. Your ASM strata manager is the bridge between owners, tenants, and the committee. When that bridge is built on mutual respect, things move faster, repairs get done more efficiently, and meetings stay productive.
It’s also worth remembering that your manager is often the messenger, not the decision maker. Their role is to solve, guide, and help the OC reach a resolution to their problem, often within strict legal boundaries.
How We Can Work Better Together
To keep our partnership strong and your community thriving, here are four simple ways we can work together to maintain a respectful environment:
1. Communication that works
- Use the right channels: To make sure nothing slips through the cracks, please use official emails.
- Be clear and specific: If you’re reporting an issue, provide us with relevant the details including, unit number and exact location. A photo or two also goes a long way to painting the picture.
- Keep it professional: Even when you’re frustrated, using polite language helps us focus on the solution without adding unnecessary complications through conflict.
- Bundle your thoughts: Try to combine multiple points into one email. It helps us stay organised and respond to you more effectively.
2. Respecting boundaries
- Keep it to business hours: We’re here for you during the day. Please save after-hours contact for genuine emergencies such as burst pipes or security failures affecting the building. This helps avoid unnecessary costs and added frustrations.
- Give us a moment: Requests for repairs take time to coordinate. Your manager is likely balancing priorities for several communities, just like yours.
- The process takes time: We often need to source quotes, chat with the committee, or coordinate trades before we can move things forward and provide a clear update.
3. A collaborative mindset
- Know our role: We carry out the committee’s instructions and follow the law. We don’t make the rules; it’s our role to ensure they’re upheld.
- Talk to your committee: If you aren’t on the committee, reaching out to your elected representatives first can provide an alternative option. It can assist streamline the process too, where OC approval is required.
- Focus on solutions: If you see a problem, feel free to suggest a way forward and let us know what’s already been tried.
4. Zero tolerance for abusive behaviour
- Keep it professional: We expect, as you do, that communication remains respectful at all times, aggressive or intimidating behaviour is not conducive to healthy relationships.
- Focus on the issue: Keeping discussions focused on the matter at hand, supports clearer communication and better outcomes.
Our Values in Action
At Australian Strata Management, our values aren’t just words on a page they’re how we show up for you every day:
- Transparency: We’re honest and open. You’ll always know where your money is going and why.
- Respect: We operate with empathy. We listen to your concerns because we know every owner’s perspective matters.
- Integrity: We do what we say we’ll do. You can rely on us to handle the complex legal stuff, so you don’t have to.
- Courage: We aren’t afraid to try new things, like the custom software we use to keep your records secure and accessible.
- Excellence: We hold ourselves to the highest standards, backed by our membership with the Strata Community Association (SCA).
Simple Reminders
Not only is courteous behaviour free, it’s a key ingredient in strong relationships.
How we communicate can either support or hinder progress.
When you treat your strata manager as a professional partner, you create a collaborative and constructive working relationship, leading to faster resolutions, better value from your management services, and a well-managed, cohesive community.
When respect leads, communities thrive.