Tired of waiting on email replies or updates from your Strata Manager?

The key is how you communicate.

Clear, respectful, and well-structured communication = quicker, smoother outcomes for everyone. Check out our guide on How to Communicate Effectively With Your Strata Manager – Guaranteed to deliver more efficient results!

1. Before Emailing – Check your Portal 

Have you activated your Owners Strata Portal account? The portal provides you with 24/7 access to a wide variety of documents, including:

• By-laws
• Meeting minutes
• Financial statements
• Insurance policies
• Pool safety certificates
• Levy balances
• Levy notices (and more!)

2. Be Clear & Concise in Your Emails

When it is necessary to email your Strata Manager, be sure to:

• Include your building name and building address in the email subject line.
• Advise your unit / lot number.
• Clearly describe the issue you require assistance with.
• Attach supporting documents or photos.
• Be clear on the outcome you hope to achieve – Including the key information will help your Strata Manager action your request, and respond more efficiently.

3. Know What’s Urgent (and What’s Not)

Is there a building emergency?

• Contact the relevant authorities – for example, in the event of a fire, your first point of contact should be the fire department. For the police, ambulance or fire services, always call 000 first. 
• If the emergency relates to your building, for example, a major burst pipe affecting essential services in the building, call your Strata Manager. directly 
• If they’re not available, call our office directly and a staff member will assist you.
• If there is an emergency after hours, visit our website for a list of emergency trade contacts:  Contact Us – TCM Strata

Do you have a general, non urgent enquiry?

• Email your Strata Manager during office hours.
• If you have multiple requests, or your matter is of a more complex nature, please allow sufficient time for your Manager to review your requests, collate the required information, and respond. Some matters can take longer to address than others – so a little patience goes a long way!

4. Use the Correct Channels

Do you have a maintenance request? Complete a maintenance request form via our website: Maintenance & Improvements Request – TCM Strata

Is your query related to your levy balance or arrears? You can check your current levy balance or download invoices via your owners portal.

Are you seeking approval to keep a pet? You can complete a pet request approval form via our website: Pet Approval Request – TCM Strata

Do you want to submit motions or raise concerns at a meeting? Submit a motion for the next annual general meeting, or ask the committee to consider the matter at their next committee meeting.

5. Don’t Be an Over-Communicator

AVOID

• Sending multiple follow up emails to your manager.
• Repeatedly calling for updates.
• Copying in additional staff or irrelevant recipients.

INSTEAD 

• Be patient – some matters require committee approval or further investigation before we can respond with an update.
• If your request is time-sensitive, re-forward your original email, (with all attachments, including photos, if relevant) and mark it as Urgent !
• Follow email etiquette – When replying to a group message, use ‘Reply All’ to keep communication consistent
• Always respond to the latest email in the thread – in particular, Reply All threads, to ensure a clear, streamlined flow of conversation.

6. Show Respect – Keep Your Emotions in Check 

Don’t email when you’re angry – Take time to cool off first, gather your thoughts and write a calm, fact based message; Aggressive, patronising or abusive language is never appropriate – and can delay outcomes.

Be mindful of your Strata Manager’s workload – Strata Managers handle large portfolios and liaise with owners, agents, trades and other stakeholders daily. They address hundreds of emails and calls each day, attend meetings and action many other tasks. Certain periods (e.g. during severe weather) are particularly hectic; as a result, it may take your manager longer than usual to respond. We understand it can be frustrating, but assure you we’re are doing our best to assist you. Your patience and understanding is genuinely appreciated.

Would you like to learn more on How to Communicate Effectively With Your Strata Manager for more efficient outcomes? Contact us – we’re happy to help you: www.tcmstrata.com