The common perception of a strata manager’s role is largely around administration, managing meetings, ensuring common property is maintained and finances are in order.
However, the modern-day strata manager plays a major role in sensitive conflict resolution and often mediates on antisocial disturbances where, if approached in the wrong way, can risk inflaming a situation.
Luke Downie, head of strata and business development at Realmark Strata, said he’s seen a significant increase in reported cases of antisocial incidents on strata titled property in his 25 years in the industry.
“When I began in the industry, you’d be looking at three or four of these situations each year. Strata managers today would be dealing with antisocial situations at least once per week.”
These are often emotionally charged and can range from issues surrounding noise or pet complaints, waste disposal, personal conflicts between residents, to squatters or nuisance behaviour potentially fueled by substance abuse.
Mr Downie recently spoke on a panel at an SCA (Strata Community Association) event, discussing the importance of equipping strata managers with the right tools to handle emotional situations effectively, with a priority on safety.
He believes a one-on-one conversation, usually had over the phone, is the best place to start
“Hear both sides of the story. Rather than being confrontational back, the first thing to do is listen and understand, because most of the time when somebody is aggravated, angry, depressed or emotional, there's something behind it,” he said.
“By listening you get an opportunity to understand what it is that is concerning them or what is the underlying issue you need to address.
“Strata managers are busy, but failing to take the time to de-escalate an issue as it arises can lead to a much greater future time investment.”
In Mr Downie’s experience, initial conversations and establishing a relationship can also assist if a breach notice does need to be issued.
However, if a conversation doesn’t help, knowing the relevant authorities to involve is essential.
“Sometimes, no manner of talking will help the situation, particularly if you have influences such as drugs or alcohol. That’s where using mental health services or, where there is risk of harm or injury, the police is essential.”
Historically, strata managers aren’t provided with conflict resolution training, but this area is now a focus for industry body SCA (Strata Community Association).
Internally Mr Downie and Realmark Strata place a focus on sharing intelligence from within their own portfolio.
“We're utilising the training provided by SCA, but internally when we have a situation, we expose it to the whole team in an open forum so everyone can give their input in terms of how to handle it,” he said.
“We’re a very collaborative group at Realmark Strata and solving problems as a group is an excellent way to provide experience and elevate an entire team – including msyelf.”
Realmark Strata won the 2022 Stata Community Management Medium Business Award at the 2022 Strata Community Awards, while Luke Downie won the Realmark Collaboration award at the 2023 Realmark Recognition & Awards event.
To contact Realmark Strata, call 9328 0909.