In a strata community, maintenance requests are part of everyday living. In every block whether three, ten, or 50+ lots, things wear out, leak, break, or simply need attention. The difference between “that annoying issue that never gets fixed” and “sorted quickly and properly” usually comes down to having a clear process, good communication, and the right checks for compliance and cost control.
At MBCM Strata Specialists, we treat maintenance as a structured workflow designed to protect the common property, support lot owners, and help committees make confident decisions.
Step 1: The issue is identified and logged
A maintenance request typically starts when a lot owner, resident, or committee member notices a problem, for example:
- A leaking gutter
- A garage door not closing
- Lights out in a shared stairwell
- Cracked paving that is becoming a trip hazard
- A water leak that might be affecting multiple lots
The best first step is always to report the issue with clear details: location, what you are seeing, when it started, and photos if possible. This helps your strata manager quickly understand what is urgent, what is routine, and what information is missing.
Step 2: Triage and categorise emergency vs routine
Once received, the request is triaged. In practical terms, this means deciding whether it is:
1) An emergency
Anything that poses immediate risk to safety, security, or significant property damage, such as burst pipes, active electrical hazards, or storm damage.
2) Urgent but not an emergency
Something that is escalating or causing disruption, such as a failing hot water system serving common property, or a lift outage
3) Routine maintenance
Items like minor repairs, servicing, or planned upkeep.
A clear triage step matters because it sets expectations and triggers the correct response process It also reduces delays caused by uncertainty over who should act first.
Step 3: Confirm responsibility, lot or common property
A key step in the maintenance lifecycle is confirming who is responsible. In strata, maintenance may fall to:
- The individual lot owner (inside-lot items, depending on the plan (of subdivision) and OC rules)
- The Owners Corporation (common property and shared infrastructure)
- A mix of both, where an issue starts in one area but impacts another
For example, a water leak might show up inside a bathroom wall, but the source could be a common property pipe. Clarifying responsibility early avoids frustration, speeds up approvals, and helps ensure costs are allocated correctly.
Step 4: Check for compliance and any required documentation
Before any contractor is engaged, a professional strata process includes compliance checks. This is not red tape for the sake of it. It protects the Owners Corporation and reduces risk.
A robust approach includes confirming the contractor is appropriately licensed and insured and meets relevant safety requirements, especially for works on common property. In many strata communities, maintaining a compliant contractor register and checking documentation is a standard safeguard.
Step 5: Obtain quotes or arrange attendance
For minor repairs, the strata manager may arrange a suitable contractor directly, guided by any committee directions and existing arrangements.
For larger or higher-cost works, the next step is usually obtaining one or more quotes. The number of quotes and the approval pathway depends on your budget, delegations, and the nature of the works. In smaller schemes, this step is often where time can be saved, as decisions can be made quickly when expectations are clear and the committee has agreed on how approvals will work.
Step 6: Approval and communication
Once quotes are in, the decision point is straightforward: approve, seek more information, or defer.
This is where clear communication really matters. Good practice is to update the person who raised the request:
- What was found
- What the proposed fix is
- Timing and next steps
- Any access requirements
- Whether it is a lot owner cost or Owners Corporation cost (where known)
When people understand the “why” behind a decision, there is less frustration, fewer repeat follow ups, and more trust in the process.
Step 7: Work coordination, access, and quality checks
After approval, the work is scheduled. Coordination often involves:
- Access to locked areas (plant rooms, switchboards, rooftops, garages)
- Notifying residents if there will be noise, interruptions, or safety barriers
- Managing keys, codes, or appointment windows
- Ensuring contractors follow site rules
When the work is completed, the job should be checked, either by confirmation from the contractor, a site inspection where appropriate, or feedback from the resident who reported it. If the fix is incomplete, it is followed up quickly to reach a timely resolution.
Step 8: Invoicing, records, and financial reporting
The final stage is making sure the paperwork matches the work.
Invoices should be checked against the approved scope, correct coding, and any agreed quote. Accurate record keeping matters because it helps with:
- Budgeting and levy planning
- End of year financial reporting
- Warranty tracking
- Demonstrating due diligence if there is a dispute later
- Building a maintenance history that supports smarter long-term decisions
Over time, this history becomes invaluable. Patterns emerge, recurring issues are easier to spot, and planned maintenance helps the OC operate more cost effectively than reactive repairs.
Step 9: When maintenance becomes a claim or a major project
Some maintenance requests evolve, for example:
- A leak turns into mould remediation
- Storm damage requires multiple trades
- A failing system triggers a broader replacement plan
In these cases, the lifecycle expands to include insurance notifications, specialist reports, committee resolutions, and more detailed project management. The fundamentals stay the same: clear triage, correct responsibility, compliant contractors, structured approvals, and consistent communication.
Why the maintenance lifecycle matters
A well-run maintenance request process keeps people safe, protects your asset, and supports strata community harmony. It is not just about fixing a light or patching a leak. It is about making sure the Owners Corporation can act promptly, spend responsibly, and remain compliant, while residents feel heard and supported.
If your strata community wants fewer surprises and smoother outcomes, the biggest improvement is often simply agreeing on the process, then sticking to it. If you’re wanting transition from a self-managed strata to a strata management partner find your local MBCM branch or contact us today to find out how we can support your Owners Corporation.