Top 6 attributes of a Strata Manager that owners would like to see

Being an owner occupier in a strata unit for 5+ years and dealing with various strata issues I can tell that it is very important for a strata building to employ a good professional as their strata manager. Owners should be quite vigorous in the selection process before making final decision and try to check specific attributes that a good strata manager should have.
I’d start with the following:
1. Responds to requests in a timely manner. Read what is requested and provide the actual response to the questions — not just email forwarded from ther owners or executive/strata committee.
E.g. very often when strata manager doesn’t have certain requested information they don’t respond at all — this is wrong. In that case the response should be that the manager doesn’t have the information requested.
If the owner sends an email with request to provide information, rectify the problem or to notify other owners the response shouldn’t take more than two days and if it takes more that a day it should contain actual issue resolution.
2. Chase up the issues resolution.
Usually strata managers only forward emails between parties.
I have seen the following situation very often: the owner writes an email or calls to strata manager with request to fix an issue (e.g. water leak in the unit, exhaust fan broken etc.) the strata manager either forgets about it or just writes an email to executive committee or email to the tradie who they know and that’s it. If the people on the other end are not available for whatever reason the strata manager doesn’t chase it up. So the owner waits for a week and then calls/emails strata manager only to find out that nothing has been progressed. This is not the right attitude.
3. Can read by-laws and actually explain to all owners when certain by-law is applicable and when not.
Majority of strata unit owners never read by-laws. This is not uncommon even with executive/strata committee members. Strata manager in all cases should have an authority and therefore be able to read by-laws in English. Also if the document is poorly written and/or different to model by-laws, the strata manager should persuade the executive/strata committee to review and modify by-laws so it is clear to everyone and next time questions arised the strata manager should be the main point of contact and advice on the by-laws. That will help avoid many problems.
4. Understands what is private property and what is common property and can explain that to all owners even if majority object.
5. Actively manages tradespeople engaged for regular maintenance or other work to ensure they’re actually doing what the property owners are paying for.
6. Visits the building regularly and understands how it is located and where the problems are.
It should be part of the strata manager responsibilities (contract). In my case the latest strata manager has never been to our building. When someone tries to explain where the problem is located he doesn’t have a clue. The “management” job for this type of strata managers is just forwarding emails between owners and executive committee most of the time. This is wrong.
Example of proper work from a good strata manager: “As a Strata Manager myself, it is in my best interest to know the property I am managing in order to provide accurate guidance to the Committee and it’s OC. It is also part of our contract to attend the property as a minimum once (for smallers OCs that share only a driveway or common lighting) but it’s best practice to attend as often as it is required there is no limit. I have properties where I attend monthly or sooner and by doing so I can see for myself the contractors are attending to their responsibilities.”
To be continued.
