This question and answer about which KPIs to include for strata management tenders has been supplied by Helen Wells, Acumen Strata Management.
Question: We are looking for suggestions for KPIs or Service level agreements to include in a tender document for appointing a strata manager
Looking for suggestions for KPIs or Service level agreements for a tender document for appointing strata managers to hold them accountable/responsive.
We are keen to ensure that our existing strata manager, and those we chose to tender, have a clear idea of our requirements. However we don’t want to recreate this concept if there are some good points already available.
Answer: You need to have a good working relationship with your strata manager, so your parameters should be achievable and workable
It sounds like you have done your research and are developing a very clear document setting out your expectations and giving every opportunity to the strata agents to provide you with comprehensive tenders. This is very sensible as one person’s/company’s idea of ‘strata management’ is quite different from another.
The SCA standard contract sets out some of this detail but not sufficiently to be considered KPI’s or SLI’s. You can of course incorporate some of your own in this document, but I suspect the reason that there is not a standard set already developed (that I am aware of) is because each strata has a differing view or tolerance. That said, I have been involved in a number of tenders recently where expectations around a number of key areas have been similar:
Time taken to respond to the following:
- Telephone calls
- Other written correspondence
- Actions points from meetings is to be undertaken within a specified time frame (obviously this is subject to whatever it might be, quotes, issuing letters, accepting quotations & engaging contractors, )
The Act also sets some specific time frames which, despite being legislated, have also been included:
- Various documents to be issued pursuant to the requirements of the Act
Just a quick not that if you are making any changes to the proposed contract you might also want to consider getting some legal advice. Also keep in mind that you need to have a good working relationship with your strata manager, so your parameters should be achievable and workable.
I hope that this has been helpful. Please do not hesitate to contact me if you have any further questions.
This article is not intended to be personal advice and you should not rely on it as a substitute for any form of advice.
For more information about KPIs for strata management tenders or information particular to strata legislation in NSW, visit our FactSheet: Committee Concerns, FactSheet: Strata Managers or FactSheets: Strata Legislation NSW pages.