So the SM is not acting on the instructions of the EC? The only thing I can suggest is that the EC has to keep on top of things. Put everything in writing, including following up phone calls in writing. If you ask the SM to do something, then make a note and follow it up.
Our SM was not fantastic, but by taking this course of action, things did get done. I would not tell an SM to do something then go away believing it would be attended to. I would wait and then ask the status of this matter. And the level of service very much depended on who was actually managing our complex at the time. We have had some doozys
If your manager is a very large one, they therefore will have lots of properties on their books. So when your matter comes before them, it could be overlooked becau of a another matter at another complex. I am by no means making excuses for strata managers. I complained constantly when I was on the EC. But some things can get over looked. So i would chase things up, they would apologise and start the ball rolling and the job would get done. And all would be well until the next time. Though there were many times that they did get things done immediately. But you can’t expect that.
A SM will have many clients, where as a complex has only one manager. So it is easier for you to know what hasnt been done at your complex than it is for them. So follow up on matters when you haven’t heard back.