Proposal for Professional Strata Management Services
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1 St Proposal for Professional Strata Management Services People, the biggest part of any Strata. Building Name: Strata Plan: Address: Greek Street GLEBE Date: 1 st June 2016
2 Contents Page Executive Summary... 3 Our Team Your Team... 4 Customer Service Standards... 5 Service Level Agreement... 7 Strata Management Services... 8 Online Services Executive Committee Seminars Repairs & Maintenance Agency Agreement Environmental Sustainability Overdue Levy Collection Client Portfolio Strata Choice Lower North Shore Linders Strata Management Pty Ltd Company Licence Number ABN Licensee in Charge Scott Martin Licensee in Charge License Number Chandos Street ST LEONARDS NSW 2065 Locked Bag 1919 ST LEONARDS NSW info@stratachoice.com.au Website Phone Fax This quotation is valid for 90 days Private & Confidential
3 Executive Summary Strata Choice is delighted to have been invited to provide a proposal for strata management services at Greek Street, Glebe. Our management portfolio comprises residential high-rise and low-rise, retirement, community, commercial, BMC and mixed commercial/residential properties. This diverse portfolio demonstrates our extensive competence in the industry and provides us with a presence across most locations in Sydney. We utilise the Strata Community Australia (NSW) standard agency agreement; All of our strata managers are accredited members of Strata Community Australia (NSW); Our staff are highly trained and undertake continuous education; We are committed to responsive customer service and high standards; Our services can be customised to your exact needs; We formally seek your feedback every six months to ensure we are meeting these needs; Our comprehensive online service gives you access to information at all times; We pay your creditors within 4 business days We offer free executive committee seminars and training throughout the year; You can contact us after hours through our emergency service hotline; We have an active commitment to, and experience in, environmental sustainability; We offer competitive management fees and fixed price disbursement fees; Our management fee for managing your property is $2, per annum, including GST. There is also a cost for disbursements of $6.60 (incl GST) per lot per month which covers items such as printing and posting levy notices, annual general meeting notices and minutes, phone calls, s, archive storage, faxes, digital imaging, cheque, computer fees etc. We continually invest in the latest technology to provide you with a faster, more accurate and efficient service. This enables: Owners to opt in to receive all correspondence electronically Online executive committee portal to access information and financial reports
4 Our Team Your Team Strata Choice has a stable team of experienced specialists. All are accredited members of Strata Community Australia, are fully trained on pertinent industry developments, and attend seminars to upgrade their skills. Our wide range of networks in the legal, building and engineering industries provide information and support with building defects, risk management, and compliance with various Acts and Regulations. Your Strata Choice team includes a dedicated Strata Manager and an Assistant, who are supported by a Finance Manager, Risk Services and Insurance Services Manager. We are registered BAS Agents with the Australian Government Tax Practitioners Board to provide BAS tax services. Scott Martin, is the Managing Director of Strata Choice Lower North Shore. Scott joined Strata Choice in 2003 and brings drive and professionalism to his role. With over 10 years experience in Strata and 23 years experience in the banking industry, Scott brings a unique skill set and discipline required for the strata industry. He is passionate about working with people, rather than process, in addition to creating a fun and empowered work environment, ensuring that his staff and clients needs are met. Scott is a member of the Strata Community Australia (NSW) and has been a guest facilitator at the Strata Community Australia (NSW) conference. The expertise and dedication of Strata Choice staff go far beyond the regular skill set. All staff undergo structured education programs throughout the year to ensure their skills are continuingly enhanced. This ensures that you get the right advice, and your property remains in safe and reliable hands regardless of legislative amendments and industry challenges. Our team members also undergo specialised disaster management training which includes emergency response procedures and a communications plan to tenants and owners. So in unfortunate circumstances (such as a fire or flood) you can be assured that our staff will handle the matter expediently, professionally and ensure the owners and tenants are communicated to effectively.
5 Customer Service Standards Our Customer Service Objectives We at Strata Choice pride ourselves on being The People People, focused on owners and tenants as well as bricks and mortar. We dedicate ourselves to helping provide a neighbourly living experience, with people living harmoniously in close communities. We believe that greater success can be achieved in properties when we work together, and for this reason we encourage total transparency. Strata Choice Customer Service Standards Listen to our customers concerns Treat our customers with courtesy and respect Only give advice within our scope of our responsibility Provide impartial advice and guidance Commit to a realistic time frame to deal with an enquiry Proactively seek feedback regarding the quality of our service Together, achieve an agreeable resolution Customer Feedback Strata Choice surveys all executive committee members every six months to gather, and address, any feedback regarding our ability and efficiency in reaching our Customer Service Standards.
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7 Service Level Agreement Phone Calls Should your Strata Manager be unavailable, your enquiry will be handled by another member of the management team. We guarantee a response within 24 hours. / Written Correspondence We respond to s within 24 hours. If we are seeking specialist advice from a third party we will advise the estimated time frame. Minutes of Meetings We prepare and send minutes to Owners / Executive Committee Members within 7 days. Notices of Meetings All are done within the legislative requirements. Emergency After Hours Hotline This operates 24 7 days per week. hours a day, Highgate 127 Kent Street, Sydney, NSW Proudly managed by Strata Choice
8 Strata Management Services Your management fee includes the following services: Administration Provide advice, direction and leadership to the Executive Committee and Owners Corporation; Maintaining the Owners Corporation books and records; Electronic storage of documents (unlimited storage space and time); Deal with routine inward and outward correspondence; Hold and use common seal as directed; Manage key register and issue / receive key or security tags / cards for owners and tenants. Executive Committee Communication, Engagement & Online Service Provide educational seminars for Executive Committee members; Provide an annual information pack to all Executive Committee members, including Strata Choice fact sheets, important government information for strata and other useful information; Online access to electronic documents of the property; Online access to a range of financial reports of the property; Online access to monthly trust and investment account bank statements; Online access to an Executive Committee and Building Manager electronic notice board. Meetings Prepare and post / meeting notices and minutes; Attend Annual General Meeting / Executive Committee Meeting; Provide a venue at our office for conducting meetings. Repairs and Maintenance / Risk Management Arrange routine repairs and maintenance; Manage re-occurring maintenance contractors such as cleaners and gardeners; Manage utility contracts such as water, gas and electricity; Independently certify tradespersons for compliance and risk management certification. 11 Waruda Street, Kirribilli, NSW Proudly managed by Strata Choice
9 Sydney Mansions, 133 Goulburn Street, Sydney, NSW Proudly managed by Strata Choice Financial Management Manage the trust account and trust funds; Prepare annual budget for Annual General Meeting; Consult with Treasurer in preparation of Annual General Meeting budgeting requirements; Prepare end of year financial statements for Annual General Meeting; Prepare accounts for financial audit; Prepare and reconcile trust bank account daily; Prepare accounts for tax return; Provide monthly trust and investment account bank statements to Executive Committee; Provide access to up to date financial statements and other financial records to Executive Committee via secure online web portal; Prepare and mail / quarterly levy notices to owners; Provide facility for owners to pay levies via cash, cheque or credit card at Australia Post, online or by phone via credit card, direct debit, BPay or via post by cheque or money order; Process and pay creditor invoices. Insurance Services Arrange insurance valuation; Brief insurance broker for renewal of insurance and claims history; Review insurance broker recommendations and provide to Executive Committee for renewal instructions; Provide general advice on insurance policies and additional insurance products. Extra Services that are available for an additional cost: Prepare annual financial statements on an accrual method or any other format the Executive Committee / Owners Corporation requires; Arrange risk management services from appropriate experts such as asbestos surveys and registers, plant registration and fire safety measure compliance and upgrades; Prepare and lodge instalment activity or business activity statements either monthly or quarterly; Facilitate the handling of disputes in CTTT or Court with suitably qualified experts such as lawyers;
10 Assistance with defect or major remedial work; Arrange additional by-laws for the property. Online Services Our unique online service keeps you informed and up-to-date on the affairs of your property 24 hours a day, 7 days a week. Some of the information on demand includes: Executive Committee notice board where you can post messages and communicate with other members in a secure, private environment; Access to electronic documents that we hold on your behalf, such as: o The strata plan of your property; o The certificate of title of your property; o The latest land valuation of the property; o The latest insurance certificate of currency; o The latest Insurance Valuation; o The latest financial audit report; o The creditor invoices paid on your behalf; o Monthly bank statements for your Trust, and any investment accounts; o Details of our billed strata management fees; o 6 monthly financial management report. Access to up to the minute financial reports for: o Aged levy arrears listing; o Financial cash management report; o Detailed expenditure listing; o Income & expenditure financial report for the current period ; o Income & expenditure financial report for the current period with last years comparative; o Detailed financial statement balance sheet. Contact details of your strata manager, assistant and building manager, if applicable; Lodge maintenance requests to your strata manager / building manager; Any other documents that you request us to place on the website from time to time.
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12 Executive Committee Seminars Strata Choice offers free Executive Committee Education Seminars, year round. These help committee members increase their knowledge and skills. Among the specialist topics covered are: The Role of the Executive Committee By-Laws & Disputes Strata Building Insurance Repairs & Maintenance Immediate response to repairs and maintenance is a must to ensure the upkeep and smooth operation of the facilities in your property. Our team has access to a large range of quality tradespersons who are independently certified for compliance and risk management. To ensure their prompt attention we guarantee to pay their invoice within 4 business days of approval. After Hours Emergency Service Our after-hours emergency service is supported by a Licensed Strata Manager to ensure that emergency tradespersons are deployed only when required, and that affected owners are kept informed of the situation. Agency Agreement We utilise the Strata Community Australia (SCA) standard form agency agreement. Strata Community Australia is the industry peak association supporting the strata sector. Its members are strata managers, owners corporations, owners and service providers. This ensures that the agency agreement is unbiased and in the best interests of all parties. The SCA agency agreement was also created in consultation with Owners Corporation Network, a not for profit organisation established to represent and protect the interests and rights of owners in strata and community schemes. Please refer to our Agency Agreement, a sample of which is enclosed with this proposal package.
13 Environmental Sustainability Strata Choice has an active commitment to sustainability of all client properties. There are various methods to improve efficiency within a property, including water, power and gas consumption. Strata Choice is an active participant in various energy schemes, such as the Smart Blocks initiative of the Australian Government. This free online tool helps owners and strata managers calculate and plan energy consumption efficiently. Strata Choice has experience with various other sustainability initiatives, such as the City of Sydney Smart Green Apartments, Sydney Water Fix program and various other utility provider monitoring and efficiency programs.
14 Overdue Levy Collection The efficient operation of any property requires your strata manager to effectively manage the cash flow. Our standard policy for collecting overdue levies from owners is: Action Timeline Reminder Notice is sent to owner 35 days overdue from due date of levy Letter of Demand is sent to owner 15 days after the Reminder Notice Legal Action Notice is sent to owner 15 days after the Letter of Demand Debt is referred to Collection Agency 10 days after the Legal Action Notice Should the Executive Committee wish to provide payment plans or alternate options for the collection of arrears we can do this through our customised collection system.
15 Client Portfolio Below is a small selection of properties that we manage. The Anchorage 33 East Crescent Street, McMahons Point Building type: Residential Number of lots: 12 Building Manager: No Altair 3 Kings Cross Road, Rushcutters Bay Building type: Residential Number of lots: 141 Building Manager: Yes 6 Montpelier Street, Neutral Bay Building type: Residential Number of lots: 3 Building Manager: No The Pinnacle 2 Dind Street, Milsons Point Building type: Residential Number of lots: 163 Building Manager: Yes
16 . SYDNEY CBD SYDNEY INNER WEST SYDNEY LOWER NORTH SHORE Members of:
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