The Handover and Initial Period
The handover period following settlement is a critical phase in any new strata development. Drafting a concise but comprehensive owner’s manual that all owners can access is essential, as it serves as the primary reference point for lot owners and the management team for the new property.
For larger schemes, the role of the on-site manager is fundamental as they will be on the ground, guiding occupants through the move-in process.
From the outset, quick, clear, consistent and open communication from the development, strata and building management teams help meet expectations and fosters a sense of trust and confidence among the new owners and occupants.
Managing Move-ins
Move-ins can be a hectic time for occupants and management. A clear, coordinated, and documented process is needed to minimise disruptions and ensure that the move-ins occur smoothly and without common property damage and disruption. This involves scheduling to avoid conflicts, providing clear instructions to access the common areas and having support on hand for any immediate issues. Ramping up on-site presence to handle the volume of move-ins following settlement is highly recommended.
Common occupant queries during the initial move relate to utility connections, waste disposal, accessing communal areas, cosmetic and minor renovation requests (window coverings, flyscreens, changing flooring and fit-outs), purchasing additional access devices and the keeping of pets. Using a building management platform that addresses and allows for the efficient processing of these common requests helps to alleviate anxiety of new occupants and reduce the burden on the management team.
Waste management over the early move-in period can be chaotic, so resources should be provisioned to allow for a higher-than-normal volume of packaging waste, discarded furniture, and other household waste. It is essential to implement a waste management plan that includes additional bin removals, clear instructions on waste disposal, and even temporary bulk waste removal services. Properly managing waste during the initial move-in period keeps the building clean and presentable and sets the tone for ongoing positive environmental management for the strata community.
Initial Maintenance
The initial upkeep and presentation of the building establishes a sense of pride in the new development. Maintenance services that need to be in place from day one include cleaning, waste management, and landscaping.
Increased cleaning services may be necessary to handle the load of the early occupation and to clean up when sub-contractors are still present finalising works or rectifying defect issues.
Onboarding these key contractors leading up to completion is an essential task as they play a crucial role in the day-to-day maintenance of the building, and their effectiveness will greatly influence occupant satisfaction.
Maintenance Warranties and the Defects Liability Period Contracts
It is important to understand the construction warranty periods so contractors are engaged to undertake essential maintenance where there is no carry-over maintenance warranty in place or when warranties have expired.
The warranty inclusions and expiries need to be detailed in the Initial Maintenance Plan provided by the developer, and the Strata Manager or Building Manager should keep track of warranty end dates and be tasked to tender service contracts prior to the end of warranty periods.
Where maintenance warranties are not included, these services need to be initiated following occupation so that plant and equipment are maintained and do not break down, potentially nullifying any construction warranties in place.
Particularly important is the maintenance of the essential fire and hydraulic systems, as disruptions to these services can cause safety issues or, worse still, cold showers.
For plant and equipment such as pumps and electrical fittings, there is often a limited 12-month warranty, and any defects need to be identified, reported and addressed within this warranty period. This requires proactive engagement with contractors and clear communication with the developer and new strata owners about the status of any issues or ongoing work.
Defect Management and Resolution
Defect resolution is a common challenge in the first year of any new development. Promptly addressing identified issues is crucial to maintaining new owner satisfaction and building the reputation of the development.
A clear process for reporting both lot and common property defects, providing time frames for resolution, coupled with regular updates from the team managing defect resolution and tracking the progress of rectification on reported items gives confidence to new owners that issues raised will be actively addressed and resolved. This in turn establishes a platform for a collaborative and conciliatory approach when dealing with bigger issues if they arise.
The First AGM and Establishing a Strata Committee
The first Annual General Meeting (AGM) is a significant event in the life of a new strata development. This is where the development is effectively handed over to the new owners and they take charge of the day-to-day management.
The goal should be that decisions made by the developer prior to the meeting are supported and affirmed when re-presented at the First AGM as they are demonstrably in the interests of the new owners. These arrangements can then be transparently presented, further building trust and confidence in the new scheme.
Possibly the most important decision at the First AGM is the election of the Strata Committee. The scene should be set to receive nominations and elect a committee from owners committed to serve the interests of the broader strata community. This role, particularly in year 1, requires active engagement, laying the platform for interactions across the development. Electing a committee with diverse skills, including communication, legal, financial, and project management and building knowledge will cover the necessary functions of the committee.
Additionally, subcommittees can be formed to deal with specific tasks or to cover areas of interest, such as organising community events or communal area activation. Subcommittees can increase the participation and engagement of occupants and allow for more focused attention by those with expertise and interest in particular issues.
Building Community Through Events and Media
Building a sense of community is not just about managing operations efficiently – it is also about fostering relationships among the owners and occupants in the building.
Regular formal meetings and social events are a great way to bring people together and build a sense of ownership and belonging in the community. Events can range from regular committee meetings, resident BBQs, Christmas parties, gardening groups, fitness or music groups – basically whatever event suits the needs, demographics and interests of those within the development.
Regular newsletters, posts on electronic or virtual notice boards, and engagement on social media platforms like Facebook or WhatsApp can all play a key role in community building. These communication avenues are a platform to stay connected, share information, and organise events. However, it is important to establish guidelines for how they are used so they remain constructive with convenors to facilitate an avenue for factual building updates and information and removing or correcting misinformation.
