Strata Managers Maximising Owner Engagement in the Digital Age

The role of strata managers in Australia has transformed significantly. While the COVID-19 pandemic may be receding, it accelerated trends that have reshaped how bodies corporate operate and how strata managers deliver their services. This article explores the key considerations for strata managers leading their communities in this new era of body corporate management.

General Meetings: Embracing Flexibility and Choice

The return of in-person gatherings has been welcomed, but the convenience and accessibility of remote options remain a valuable asset for many body corporates. Strata managers should be well-versed in the provisions of the Strata Schemes Management Act 2015 (Strata Act) that facilitate remote participation:

1. Pre-Meeting Electronic Voting: Empowering owners to cast votes electronically before a meeting increases participation and convenience, especially for those with busy schedules or who live further away. Strata managers can advise on secure platforms and processes for electronic voting, ensuring transparency and compliance. They can also help educate owners on the benefits and procedures of electronic voting, encouraging wider adoption.

2. Remote Attendance and Voting: Teleconferencing, video links, and other electronic means allow owners to actively participate in meetings from any location. This is particularly beneficial for those who are unable to attend in person due to travel, illness, or other commitments. Strata managers can guide bodies corporate in setting up effective online meeting platforms and protocols, ensuring smooth and inclusive participation. This may involve providing technical support, training owners on how to use the chosen platform, and establishing clear guidelines for online meeting etiquette.

However, it’s crucial to remember that body corporates must formally “opt in” to these provisions. Strata managers can guide them through the process, which requires a resolution passed at a physical general meeting. This highlights the ongoing importance of in-person meetings for certain key decisions and underscores the need for strata managers to facilitate both physical and remote meeting options effectively.

Optimising Committee Efficiency and Decision-Making

Beyond general meetings, strata managers play a crucial role in optimising committee operations. The Strata Act allows for “circulating resolutions,” enabling committees to make decisions without the need for a physical meeting. This can significantly streamline decision-making, especially for routine matters or urgent issues.

Strata managers can advise committees on the correct procedures for circulating resolutions, ensuring compliance with the Strata Act and best practices. They can also help develop clear guidelines for when circulating resolutions are appropriate and when a physical meeting is necessary, ensuring transparency and accountability. By promoting efficient decision-making processes, strata managers can help committees function effectively and respond promptly to the needs of their communities.

Modernising By-Laws for a Changing World

By-laws are the foundation of effective body corporate governance. Strata managers should proactively assist bodies corporate in reviewing and updating their by-laws to reflect the evolving needs of their communities. This includes:

• Formalising Remote Meeting Procedures: Clear rules for electronic voting, remote participation, and online meeting etiquette are essential to ensure smooth and inclusive meetings. Strata managers can help draft comprehensive by-laws that address technical requirements, security protocols, and guidelines for online conduct, ensuring that remote meetings are conducted effectively and fairly.

• Addressing Common Area Usage: By-laws should provide clear guidelines for using shared facilities, including updated hygiene protocols, capacity limits, and noise restrictions. Strata managers can advise on best practices for managing common areas in a post-pandemic world, balancing the needs of residents with public health considerations. This may involve developing specific guidelines for using gyms, pools, and other shared amenities, ensuring that they are safe, clean, and accessible to all residents.

• Promoting Effective Communication: Clear and consistent communication is crucial for harmonious community living. Strata managers can encourage the use of online platforms, digital communication tools, and regular newsletters to keep owners informed and engaged. They can also advise on strategies for managing online communication channels and ensuring accessibility for all residents. This may involve establishing clear communication protocols, providing training on using online platforms, and ensuring that information is readily available and accessible to all residents.

Health and Safety: A Continuing Focus in a Post-Pandemic World

While the immediate threat of COVID-19 may have subsided, strata managers should continue to advise bodies corporate on maintaining a safe and healthy environment for all residents and visitors. This includes:

• Ensuring Clean and Well-Maintained Common Areas: Regular cleaning, maintenance, and hygiene protocols are essential for preventing the spread of germs and maintaining a healthy living environment. Strata managers can advise on appropriate cleaning schedules, hygiene products, and best practices for managing common areas. They can also help bodies corporate develop and implement cleaning and maintenance schedules that are tailored to the specific needs of their communities.

• Implementing Appropriate Hygiene Measures: Hand sanitiser stations, clear signage promoting good hygiene practices, and regular cleaning of high-touch surfaces can all contribute to a healthier living environment. Strata managers can help bodies corporate implement these measures effectively, ensuring that they are visible, accessible, and regularly maintained.

• Adhering to Relevant Work Health and Safety Legislation: Strata managers should stay informed about relevant WHS legislation and advise bodies corporate on their obligations to ensure the safety of residents, visitors, and contractors. This includes providing guidance on risk assessments, safety inspections, and emergency procedures.

Negotiating Flexible Service Contracts in Uncertain Times

The pandemic highlighted the importance of adaptability in service agreements. Strata managers can provide valuable assistance to bodies corporate in negotiating contracts that:

• Allow for Remote Service Provision: Enable contractors to deliver services remotely when necessary, ensuring continuity of essential services even during disruptions. This may involve incorporating clauses that allow for remote inspections, online communication, and digital reporting.

• Include Contingencies for Unforeseen Disruptions: Address potential disruptions due to pandemics, natural disasters, or other unforeseen circumstances, protecting the interests of both the body corporate and the contractor. This may involve including force majeure clauses, flexible payment terms, and clear procedures for managing disruptions.

The Power of Proactive and Transparent Communication

Open and transparent communication is more critical than ever in a world where information flows rapidly and misinformation can easily spread. Strata managers should utilise a variety of channels to keep owners informed and engaged, including:

• Email: Regular email updates can provide information about important matters, upcoming meetings, and key decisions. Strata managers can use email to share newsletters, meeting minutes, and important announcements, ensuring that owners are kept up-to-date.

• Online Portals: Dedicated online portals can serve as a central hub for information, documents, and communication, providing easy access for all residents. Strata managers can help bodies corporate set up and manage online portals, providing a convenient and accessible platform for owners to access information, pay levies, and communicate with the strata manager and committee.

• Regular Newsletters: Newsletters can be used to share updates, reminders, and important announcements, keeping residents informed about community happenings. Strata managers can use newsletters to highlight key issues, share maintenance tips, and promote community events, fostering a sense of belonging and engagement.

• Social Media: When appropriate, social media platforms can be used to share news, updates, and engage with residents. Strata managers can use social media to build community spirit, share information about local events, and provide a platform for residents to connect with each other.

Strata managers should also be proactive in addressing concerns, responding to queries, and fostering a sense of community through open and transparent communication. This may involve holding regular Q&A sessions, providing opportunities for feedback, and actively engaging with residents through online forums and social media channels.

Conclusion