Committee Operating Procedures

Save 3 Hours a Week with This SOP for Repair and Maintenance Claims

Save time with our SOP for repairing and maintaining common property. Learn how to resolve common challenges—like unclear responsibilities and insurance debates—using practical solutions like the 5 W’s formula.

By
Michael Teys
on
January 3, 2025
Category:
Governance

Talking with our clients this year, we determined that most managers see three to four repair and maintenance claims each week. We think our Standard Operating Procedure can save you at least one hour per claim. The time saved will likely be more if the apartment is tenanted and you are dealing with a property manager who doesn’t know how to read a strata plan.

This preview is an extract from our SOP (Victoria) on repairing and maintaining common property. It features two of the eight sections of the SOP – a description of the task, and common roadblocks and solutions. The roadblocks are the same in every state and territory.

Repairs and Maintenance

1. What is the task?

This operating procedure covers arranging repairs and maintenance of common property.

8. What are the common roadblocks in repairing and maintaining common property?

  • Uncertainty about who is responsible for the costs, and damages.
    Solution: Apply our five W’s formula:
    • What has broken or fallen into disrepair? (Relevant to who’s responsible for costs and damage)
    • Where exactly is the cause of the break or disrepair located? (Determines who’s responsible for the cost and damages)
    • When was the break or disrepair first noticed? (Relevant to any possible insurance claim and time limits for suing responsible parties)
    • Who pays for the cost of repairs, maintenance, and any consequential loss or damage? (Refer to the subdivision plan to find the location of the break or disrepair. Check if it is on lot or common property.)
    • Why has the break or disrepair occurred? (Relevant to insurance cover)
  • Misunderstanding the owners corporations’ strict duty to repair and maintain common property once it falls into disrepair.
    Solution: Refer owners to our fact sheet on this topic.
  • Becoming engaged in debate about third-party liability for loss and damage either under insurance or the law.
    This should be a secondary consideration after the responsible party repairs the damage. See the 5 Ws formula above.
    Solution: Direct all attention and conversations to responsibility first, then repairs. Only then consider the application of insurance.

Some of these roadblocks, and the solutions, might seem obvious. But, in the busy day-to-day running of a strata management business, it can be easy to put off the work solutions…. until tomorrow. Then you are under pressure, working late to get them out at the last minute, and you are more likely to make a mistake. Our Strata Operating Procedures, and solutions to roadblocks aim to help you. They should give you more time today, so you don’t have to put things off until tomorrow.

If you would like to learn more about our Complete Standard Operating Procedures System, book a free 30-minute call with me to discuss your needs. 

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Michael Teys

Michael Teys is the Founder and Chairman of The Strata Professionals Australia. He brings together more than 30 years of specialist strata law practice, a decade of strata business ownership, and an active programme of academic research into multi-owned property governance.