This article discusses who to contact for strata maintenance as a tenant WA, explaining responsibility for common property repairs and how tenants can escalate safety concerns.
Question: As a tenant in a WA strata complex, who is responsible for fixing a broken intercom and the security gate?
I rent an apartment in a small complex in WA. Since I moved in four years ago, the intercom has never worked. A few months ago, the security gate to the complex also stopped working, so anyone could walk in and access my car and apartment. I do not feel safe.
My real estate agent says that the owner has no obligations for anything outside the apartment itself and that I should contact the strata management company directly. Is this correct?
Who is responsible for arranging repairs to the intercom and security gate, and what steps can a tenant take to get these issues addressed?
Answer: There are no clear guidelines.
The DMIRS Mandatory Training for 2022 outlined the responsibility of property managers and strata managers. The training notes state that it remains the property manager’s role to manage the relationship with the tenant. In addition, it notes the following:
“Some property managers will expect or even encourage a tenant to deal directly with a strata manager in certain circumstances, whereas others will see themselves as the single point of contact for a tenant, regardless of the query or issue. Clearly the second option is a superior customer service offering from an agency, as having a single point of contact will assist in minimising miscommunication and will also assist the property manager to stay across all of the information relevant to the tenant and their tenancy. Often when a property manager is faced with a query in relation to a tenancy, it will be necessary for them to liaise with the strata manager.”
As you can see, there are no clear guidelines, and your property manager has asked you to contact the strata manager. Detail your concerns with the intercom and access gate, be specific about the issue, and note that you’ve been in touch with your property manager, who asked you to contact the strata manager directly. It is best to CC your property manager on the email, as the strata manager may only deal with the property manager/owner.
Jamie Horner Empire Estate Agents E: JHorner@empireestateagents.com P: (08) 9262 0400
This post appears in the February 2026 edition of The WA Strata Magazine.
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