When a strata manager stops responding, uncertainty quickly follows. Committees are left waiting on maintenance updates, financial information or agreed actions, often without clarity on what should happen next.
The good news is that there is a structured way to address it. For Owners Corporations (OCs), a measured escalation pathway protects the Committee, maintains compliance with the OC Act and creates a clear record of communication.
The key is not to react, but to proceed methodically. This article outlines the practical steps your Committee can take before considering more significant action.
Key Takeaways:
- An isolated delay may be operational, but repeated communication gaps can signal a broader issue. Recognising the pattern helps Committees respond appropriately.
- There is a structured way to escalate concerns without creating conflict. Clear, time-bound communication strengthens accountability and protects the OC.
- When non-responsiveness becomes routine, the issue shifts from delay to performance. Reviewing the management agreement clarifies whether the arrangement remains suitable.
What counts as “non-responsive” in strata management?
A single delayed reply does not necessarily indicate poor performance. What matters is whether the delay is isolated or part of a broader pattern.
Non-responsiveness may include:
- emails that remain unanswered
- no follow-up on requested quotes
- approved maintenance that is not actioned
- responses that lack clarity or confirmed next steps
- financial reports or meeting minutes that are consistently delayed
If your OC manager appears to be doing nothing despite clear Committee instruction, step back and assess the frequency of the issue.
Identifying a pattern is critical. It allows the Committee to distinguish between a temporary slowdown and a developing service concern.
That distinction will guide how the matter should be addressed.
Why do strata managers stop responding?
There are often practical reasons behind delayed communication and delays can arise for several reasons.
A manager may be overseeing a large portfolio or navigating staff changes that affect continuity. Internal processes may be under strain, or approvals and budget decisions may still be pending.
In some situations, the delay sits with insurers or contractors rather than the manager directly.
These explanations may clarify why progress has slowed but they do not remove the OC’s need for timely action.
Understanding the possible causes allows the Committee to respond proportionately and escalate only where necessary.
What should Committees confirm before escalating?
Before assuming poor performance, confirm that the issue is not administrative.
Check that:
- the request has been sent to the correct strata manager rather than the building manager
- contact details are current
- the subject line clearly references the OC number and property address
- Committee approval has been granted where required
- quotes or budget allocations are not still pending
Where these steps remain incomplete, what appears to be non-responsiveness may instead be procedural delay.
Clarifying these fundamentals allows the Committee to escalate appropriately and with confidence.
What steps should Committees take if a strata manager is not responding?
If delays continue after confirming the basics, move to a structured escalation pathway.
The aim is clarity, not confrontation. Each step strengthens the Committee’s position while allowing the manager a fair opportunity to respond.
1. Send a clear, time-bound email
Start with a concise written request that outlines the issue and specifies the action required.
Set a reasonable deadline and explain briefly why the matter requires attention, whether due to safety, compliance or financial impact.
A clear written record establishes accountability from the outset.
2. Follow up by phone and document the call
If no response is received within several business days for non-urgent matters, follow up by phone. Confirm the request has been received and ask when an update can be expected.
Keep a simple record of the date, who you spoke with and any agreed next steps. A communication log strengthens your position if further escalation is required.
3. Issue a formal follow-up
If the issue remains unresolved, forward the earlier correspondence and reference previous contact attempts. Restate the required action and the timeframe for response.
This step formalises the record and reinforces expectations without escalating prematurely.
4. Escalate to the agency principal or senior manager
Where delays persist, escalate the matter internally within the management company. Provide a brief summary of communication attempts and request oversight.
Service concerns are often addressed more promptly once senior management is aware.
5. Raise the matter at Committee level
If communication breakdown continues, table the issue at a committee meeting. Record the service concerns, agreed timeframes and any performance expectations in the minutes.
Formal documentation protects the Committee and ensures the issue is addressed in a structured and compliant manner.
What should Committees do if the issue is urgent?
Certain issues require immediate action from the Committee, regardless of communication delays.
Examples include:
- gas leaks
- electrical hazards
- active flooding
- fire safety risks
- structural concerns
In these situations, safety comes first. Contact emergency services where appropriate and engage qualified trades to stabilise the issue.
The strata manager should be informed as soon as possible so the matter can be coordinated within the broader management of the property.
Email template for Committees managing a non-responsive strata manager
A clear, time-bound email formalises expectations and strengthens the Committee’s position. The wording below can be adapted to suit your building and circumstances.
For urgent matters, clearly identify the safety risk and request confirmation within 24 to 48 hours.
Where immediate intervention is required, state that the Committee may arrange works to mitigate risk.
When does a non-responsive strata manager become a performance concern?
An isolated delay can be operational. A repeated pattern is different.
When communication gaps persist and agreed actions do not progress, the issue moves beyond timing and into performance. The question is no longer when a response will arrive, but whether the management arrangement is functioning as intended.
At that stage, the management agreement warrants review. The contract defines the services to be delivered and the obligations attached to them.
Examining its terms allows the Committee to determine whether expectations are being met and what options are available if they are not.
What options do Committees have if performance does not improve?
Where responsiveness and follow-through remain below expectation, the Committee may choose to formalise its position.
This may involve:
- setting clear service expectations for the strata manager moving forward
- requesting a written action plan outlining how outstanding matters will be addressed
- resolving to formally review the current management arrangement
These discussions are often addressed ahead of the AGM so that owners can consider their options in a transparent and orderly manner.
If performance does not improve, considering alternative management arrangements may be reasonable.
At that stage, attention should turn to the practical requirements of transition, including notice periods and continuity planning.
A carefully managed change protects the OC and supports long-term stability.
Ready for a better strata management experience in Victoria?
Repeated follow-ups, unanswered emails and stalled decisions add pressure to Committees who are already volunteering their time.
If chasing responses has become routine, it may be time to consider whether a different manager would better support the building.
Committees should not have to chase basic communication.
At Strata Management Consultants, we work with OCs who are ready to review their current manager and move to stronger, more responsive management.
If your Committee is weighing its options, you can reach out here.
