Owner Expectations of their Manager

General
An Owner or Owners Corporation should expect, at the very least, the following:

• Responsible and respectful management looking out for the interests of all owners.
• Proactive management with the aim of ensuring the property is well maintained.
• Honesty and trust that the Manager is acting in the best interests of the owners.
• Annual AGMs to be held.
• Accurate, well-presented financial information.
• Assistance with common property matters during times of emergency.
• Management acting in good faith and in accordance with the SCA (Vic) Code of Ethics.

Obligations by Law (the following applies to Victorian legislation)
All registered managers must:

• Be appointed by an instrument or contract of appointment in the approved form.
• Act honestly and in good faith. They must not improperly use their positions to gain an advantage for themselves or any other person.
• Carry professional indemnity insurance for the prescribed amount.
• Hold all money on behalf of an Owners Corporation in a trust.
• Account separately for money held for each Owners Corporation it manages.
• Report to the Owners Corporation at each Annual General Meeting.
• If there is a Committee, report to the Committee as required.
• Lodge an annual statement with the Business Licensing Authority.

Owners Corporations Manager’s Duties
The Manager coordinates the Owners Corporation’s daily affairs, including collecting and banking fees, arranging property maintenance and, in certain circumstances, organising meetings in accordance with legislation and members' requirements.

Day to Day Tasks:

• Prepare and distribute notices, agendas and minutes.
• Attend to correspondence.
• Arrange quotations for repairs and maintenance.
• Take out and maintain required insurance.
• Pay all invoices.
• Prepare and distribute financial statements and budgets.
• Provide Owners Corporation certificates.
• Keep and maintain the Owners Corporation records and register.
• Arrange audits and reports required by law.
• Prepare and implement a grievance procedure.
• Ensure compliance with the Owners Corporations Act 2006, the Owners Corporations Regulations 2007 and rules.
• Act as Public Officer.
• Obtain legal advice on behalf of the Owners Corporation upon request.

As a Committee Member
What to expect from your Owners Corporation Manager:

Liaison Person
Communication between the Committee and your Owners Corporation Manager is important. CCS believes the most effective and efficient communication occurs when there is one designated ‘contact or liaison person’ (usually the Chairperson). The Chairperson will discuss matters with the Committee and provide instructions to the Owners Corporation Manager. This ensures that instructions are clear and keeps management administrative expenses to a minimum for the Owners Corporation.

When the Owners Corporation Manager receives a non-administrative inquiry from an owner, the Manager will refer to the Chairperson for instructions.

KPIs
CCS Owners Corporation Managers have key performance indicators which ensure their functions are performed in a timely manner. These include:

• Phone call responses within 24 hours.
• Email responses within 2 days.
• AGMs set within 90 days of the Owners Corporation’s end of financial year.
• Notices of Meeting sent 3 weeks prior to an AGM.
• AGM meeting minutes distributed within 7 days of the meeting.

CCS Expectations of Owners Corporations and Committees

General
Your Owners Corporation Manager is contracted to the Owners Corporation. They can offer advice and direction, but final authority lies with the Owners Corporation or Committee that makes the decisions.

Management administrative expenses are kept to a minimum through understanding and communication. Efficient communication is key—whether the news is good or bad, the sooner a matter is addressed with understanding, the sooner it can be resolved.

Characteristics of an Effective Owners Corporation
CCS expects that Owners Corporations under their management will have:

• A functioning, responsive and active Committee if legally required, otherwise a responsible Chairperson (contact/liaison person).
• A maintenance plan or a system in place for long-term property maintenance.
• A willingness to comply with legislation.
• Email addresses of owners.
• A reasonable representation at an AGM.
• A willingness to discuss issues that may arise reasonably.
• Understanding and respect for its Manager, and awareness that the Manager is acting in the best interests of the Owners Corporation.
• Respectful communication with its Manager and all members of the Owners Corporation.
• Agreement to obtain regular insurance valuation reports.
• A willingness to have not less than a minimum balance of funds throughout the year (recommended minimum: 50% of the insurance premium).
• AGMs are allocated one hour. Meetings running longer are charged at the hourly rate. Meetings held after 7pm are also charged at the hourly rate.