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I live in a high rise apartment in Sydney. I work on a sub group of the executive committee. We have been given the task to develop KPI’s for our strata manager. Would you be able to advise where I could look to begin this process.
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The Strata Community Australia website https://nsw.stratacommunity.org.au/ would be a good starting point – but let’s throw this open.
Does anyone have any thoughts on what the Key Performance Indicators for strata managers should be?
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Hi,
This is something I've been thinking a lot about recently as my complex is about to appoint a new SM.
As a start I think some basic KPI's would be:
– Response times: 24 hours to acknowledge email correspondence or phone messages, including a time frame to respond in full to the issue. (Time frame must be reasonable depending on the nature of the issue.)
– Actioning of issues: Commence actions within 1 week of communication.
– Quote gathering and disseminiation to EC*: 2 weeks (perhaps 3 to 4 weeks for larger non-structural works)
– Commencement of works upon selection of quote*: 2 weeks or as early as the contractor can book the job in (perhaps this should be 2 weeks to have dates booked in to do the work rather than actually commencing the work?)
*- Urgent / critical issues, eg. complex hot water unit going out: Replace weeks in these points to days, ie. 2 days to get quotes.
– Complaints: Complaints regarding SM service must be fully responded to within 72 hours.
These are all high level at this point and probably need to be a lot more detailed to provide for specific but common issues.
Regards,
J.
At our last AGM the agenda stated that SM received no commissions. Now we have received insurance quotes and noticed that SM's commission $800+ just for insurance. I have requested that all commissions be disclosed as I understand it is illegal not to do so.
Also recently had risk assessment inspection done following article in this forum. SM tried to talk me out of this, wanting EC merely to fill in a check list assuring me that this would cover us 100%. I assume she is getting commission on this as it is bad advice.
I would be interested in other experiences from flatchatters (apart from change your SM) – which is also on the agenda.
Since had email from SM apologising – that claiming not commissions was IT error – I'll give them benefit of the doubt this time
Phlebe – thanks for the ‘heads up’ about SM commissions. It’s really useful to receive this insight which I will take up with our SM.
Jimmy – is there a ‘requirement to disclose’ or similar for SMs in regards to strata complexes that an EC can request/enforce at an AGM or ECM relative to this issue?
PS I can add so the summing is not a problem 🙂sarahs said:
Phlebe – thanks for the 'heads up' about SM commissions. It's really useful to receive this insight which I will take up with our SM.
Jimmy – is there a 'requirement to disclose' or similar for SMs in regards to strata complexes that an EC can request/enforce at an AGM or ECM relative to this issue?
PS I can add so the summing is not a problem 🙂