How to foster a good relationship with your strata manager

Behind every well-managed building is a working relationship that makes it possible. A strata manager plays a key role in both the daily operations and the long-term health of a scheme. While the owners corporation holds the final say, everything functions more smoothly when there is a strong relationship in place. From urgent repairs to future planning, that connection matters. If you’re wondering how to build it, there’s a clear and practical path.

At All Suburbs Strata Management, we have more than 40 years of experience in residential strata management in Greater Sydney, Nepean and the Central Coast. We understand the value of having a strata manager you can count on, and how mutual respect between them, owners and committees can make all the difference.

All good relationships are built on clear boundaries, and knowing what your strata manager is actually responsible for is the first step in understanding them. They don’t make executive decisions or run the building on their own terms. Their role is to carry out the instructions of the owners corporation or committee, working within the framework set out in the terms of engagement.

That means they won’t take sides in private disputes or enforce by-laws without proper direction. While strata managers are often the first port of call for issues in the building, they can only act within their legal scope.

To understand what your strata manager is responsible for, refer directly to the terms of their contract. Most agreements are based on the Strata Community Association’s standard terms, which clearly set out the services to be delivered, how they’re carried out and who takes responsibility for each part. Having this clarity from the outset makes it easier to identify genuine concerns if something does slip through the cracks.

Clear and well-directed communication is one of the easiest ways to foster a smoother working relationship with your strata manager. While it might be tempting to send a quick text or mention an issue in passing to a neighbour on the committee, this often won’t result in action because the matter wasn’t logged in a way that allows for proper follow-up.

Being specific makes it much easier for your strata manager to respond quickly and effectively. A vague report like “the light’s not working” often leads to delays and unnecessary back-and-forth. It’s more helpful to include details such as your unit number, the exact location of the issue, when you first noticed it and, if possible, a photo. The clearer your request, the sooner it can be passed on to the right contractor or escalated appropriately.

Strata managers do triage requests based on urgency, so knowing what to expect can help manage timelines. Issues like burst pipes or power outages are actioned immediately, while lower-priority items might require a few days, depending on workload and complexity. Knowing this ahead of time makes it easier to stay patient and focused on resolution.

When the committee functions well, it strengthens the entire strata arrangement. You don’t need to be heavily involved in every detail to support good outcomes, but there are a few ways that collective efforts can make the relationship with your strata manager more productive.

Most importantly, committees should try to speak with one voice. Strata managers rely on clear, documented instructions from the owners corporation. If emails or requests are coming from multiple directions, or without proper motions being passed, it slows progress and creates confusion. Ensure decisions are formally recorded in meeting minutes before asking for action. That way, there’s a paper trail, and everyone is on the same page.

It also helps to nominate a single point of contact. Whether that’s the chairperson, secretary or another committee member, having one person manage communications avoids duplicate messages, miscommunication and delays in follow-up. This doesn’t mean others can’t contribute; it just means the message is consistent and streamlined.

Committees that bring a bit of context or suggest possible options tend to get better outcomes from their strata manager. You’re not expected to solve the problem yourself, but it helps to flag what’s been tried, what the concern is, or what the goal might be. This gives them a clearer starting point and makes it easier to act efficiently.

In complex buildings, coordination takes effort. Whether it’s managing shared infrastructure or balancing a broad mix of owner interests, strata managers often deal with moving parts that take time and attention. Recognising that reality can help build a more cooperative and respectful dynamic, especially during periods of high activity.

When disagreements arise, and they will at times, it’s worth remembering that there’s a right way to work through them. A calm, professional tone opens the door to progress far more effectively than frustration. Keeping the focus on what needs to be resolved, rather than how things went wrong, helps move things forward without unnecessary tension.

If you’re unhappy with something or think the service isn’t meeting expectations, it’s best to provide feedback through proper channels, like a committee meeting or written correspondence. This gives the manager a fair opportunity to respond or explain, and avoids miscommunication that can stall progress.

A strong working relationship between owners, committees and strata managers makes everything more straightforward. While communication, clarity and collaboration are essential from owners and residents, a good strata manager also contributes by being responsive, consistent and easy to work with. They take the time to explain processes, follow through on tasks and maintain transparency around what can and can’t be actioned.

At All Suburbs Strata Management, we understand that great strata management is built on more than process. We provide a highly responsive service that includes collaborative communication and long-term support, so you can get the most out of strata living and being part of a shared community.

Need a strata manager you can rely on? ASSM brings over 40 years of expertise across residential, community, commercial and industrial properties. If your current manager is falling short, contact our experienced team today. We’ll ensure the handover is smooth and hassle-free.