When your strata manager is not responding, it can quickly become frustrating, especially when you are dealing with repairs, levy questions, insurance matters, meeting requests, or issues affecting common property. A delayed reply may not always mean the matter is being ignored, but repeated silence can make owners and committee members feel uncertain about what is happening next.
In a strata scheme, clear communication is important. The strata manager often helps coordinate everyday administration, contractor requests, records, meetings, and instructions from the owners corporation or strata committee. When communication breaks down, small issues can become bigger problems.
The good news is that there are practical steps you can take. Before making a formal complaint or considering a change of strata manager, it is usually best to document the issue, follow up in writing, involve the strata committee, and understand what responsibilities the strata manager has under the management agreement. This guide explains what to do if your strata manager is not responding and how to escalate the issue if the lack of communication continues.
First, Check Whether the Strata Manager Is the Right Person to Contact
Before assuming your strata manager is ignoring the issue, it is worth checking whether they are the right person to deal with your request.
A strata manager acts on behalf of the owners corporation. In many cases, they follow instructions from the strata committee rather than making every decision themselves. This means some requests may need committee approval before the strata manager can take action.
For example, if you are asking for a major repair, a new contractor, a by-law change, or approval for work affecting common property, the strata manager may need direction from the committee or owners corporation first. In these cases, the delay may be caused by the decision-making process rather than the strata manager alone.
However, the strata manager should still communicate clearly. Even if they cannot resolve the issue immediately, they should usually acknowledge your request, explain the next step, or let you know whether the matter needs to be referred to the committee.
If your issue relates to common property, building records, levies, insurance, repairs, meeting notices, or strata administration, it is reasonable to expect a response. But if your request is about a private lot issue, neighbour dispute, or matter outside the strata manager’s authority, you may need to raise it with the right person or follow the correct process.
Put Your Request in Writing
If your strata manager is not responding, the best next step is to put your request in writing. Even if you have already called, spoken in person, or sent a quick message, a clear written email creates a proper record of what was raised and when.
Your email should explain the issue in a simple and factual way. Include the property address, lot number if relevant, the date the issue started, and what action you are requesting. If the matter involves damage, repairs, water leaks, noise, safety concerns, or common property, attach photos, invoices, previous emails, or any other supporting documents.
It is also helpful to be specific about the outcome you want. For example, instead of saying, “Please fix this,” you could say, “Please confirm whether this repair is the responsibility of the owners corporation and advise when a contractor can inspect the issue.”
Written communication also protects you if the matter needs to be escalated later. If you need to raise the issue with the strata committee, senior management, NSW Fair Trading, or NCAT, your email trail can help show that you made reasonable attempts to resolve the matter first.
Try to keep the tone professional and calm, even if you are frustrated. A clear, well-documented request is more likely to receive a useful response than an emotional or unclear complaint.
Allow a Reasonable Time for a Response
Not every strata issue can be resolved immediately. Some requests may require the strata manager to check records, speak with the strata committee, arrange contractor quotes, confirm insurance details, or review the strata management agreement before they can provide a proper answer.
For general administration questions, a few business days may be reasonable. For maintenance requests, the timeframe may depend on the urgency of the issue, contractor availability, and whether committee approval is required. For more complex matters, such as major repairs, defects, disputes, or legal questions, the strata manager may need more time to gather information.
That said, a reasonable delay is different from no communication at all. Even if the strata manager cannot provide a final answer straight away, they should usually acknowledge your request and explain what is happening next.
If you have waited a reasonable amount of time and still have not received a reply, send a follow-up email. Refer to your original message, include the date it was sent, and ask for an update by a specific date. This keeps the communication professional while making it clear that the matter still needs attention.
Follow Up Clearly and Professionally
If you have already sent your request and allowed a reasonable time for a response, the next step is to follow up clearly and professionally. A simple follow-up can often move the matter forward, especially if the original email was missed, buried in a busy inbox, or waiting on another person’s input.
In your follow-up, reference the date of your original message and briefly restate the issue. You do not need to rewrite everything in detail unless there is new information to add. The goal is to make it easy for the strata manager to understand what you are following up on and what action you are requesting.
You can also include a reasonable response deadline. For example, you might ask for an update by the end of the week or within a few business days. This gives the strata manager a clear timeframe while keeping your communication calm and fair.
A follow-up email could say:
“Hi [Name], I am following up on my email sent on [date] regarding [issue]. Could you please confirm whether this has been reviewed and advise the next steps by [date]? Thank you.”
If the issue is urgent, such as water damage, safety concerns, access problems, or a repair that may worsen if delayed, make that clear in the subject line and the first sentence of your email. For urgent matters, it may also be appropriate to call the strata office and then confirm the conversation in writing afterwards.
Contact the Strata Committee
If your strata manager is still not responding after you have followed up in writing, it may be time to contact the strata committee.
The strata committee represents the owners corporation and often gives instructions to the strata manager. In many situations, the strata manager does not make decisions alone. They may need approval from the committee before arranging certain repairs, approving spending, calling meetings, or taking further action.
If you are an owner, you can raise the issue with a committee member and ask whether they are aware of the matter. The committee may already be waiting on more information, or they may not know that the strata manager has not responded to you.
When contacting the committee, keep your message factual. Explain what you requested, when you contacted the strata manager, how many times you followed up, and why the matter is important. Attach your previous emails so the committee can see the communication trail.
This gives the committee an opportunity to ask the strata manager for an update, provide instructions, or raise concerns about the level of service being provided. If the lack of communication is happening regularly, the committee may also need to review whether the current strata management arrangement is still meeting the needs of the building.
Check the Strata Management Agreement
If the lack of response continues, it is worth checking the strata management agreement. This document sets out what duties the strata manager has been appointed to perform for the owners corporation.
Not every strata manager has the same level of authority. Some agreements give the strata manager broad authority to handle day-to-day administration, arrange certain repairs, manage records, issue levy notices, and coordinate meetings. Other agreements may require more matters to be approved by the strata committee before action can be taken.
By reviewing the agreement, the owners corporation or strata committee can better understand whether the strata manager is failing to perform an agreed service, or whether the issue is outside their delegated authority.
This is especially important if the concern is not just one missed email, but a pattern of poor communication. The agreement may include details about duties, service expectations, reporting, fees, termination rights, and notice periods. These details can help the committee decide what steps are available if the strata manager is not meeting expectations.
If you are an individual owner, you may not be able to change the agreement yourself. However, you can ask the strata committee to review it and confirm whether the issue falls within the strata manager’s responsibilities.
Request the Matter Be Added to the Next Committee Meeting
If your strata manager is not responding and the issue has not been resolved through normal follow-up, you can ask for the matter to be added to the next strata committee meeting.
This can be useful when the issue requires a formal decision, committee instructions, or a clearer record of what has been discussed. Once the matter is included on the agenda, the committee can review the communication history, ask the strata manager for an update, and decide what action should be taken.
For example, the committee may ask the strata manager to provide a written response, arrange quotes, follow up with a contractor, explain the delay, or improve communication going forward. If the issue involves ongoing poor service, the committee may also decide to review the strata manager’s performance more closely.
When requesting this, keep your message clear and factual. Include the issue, the dates you contacted the strata manager, any follow-up attempts, and why the matter needs committee attention.
You could write something like:
“Could this matter please be added to the agenda for the next strata committee meeting? I have contacted the strata manager on [date] and followed up on [date], but I have not received a response. I would appreciate the committee reviewing the issue and confirming the next steps.”
Having the matter recorded in a meeting can create better accountability and make it easier to track what has been agreed.
Escalate Internally Within the Strata Management Company
If the assigned strata manager is still not responding, you may need to escalate the issue within the strata management company.
Many strata management companies have senior managers, team leaders, branch managers, or a licensee-in-charge who can review the matter. This can be helpful if the issue has been overlooked, the strata manager is unavailable, or there is an ongoing communication problem.
When escalating the matter, avoid sending a general complaint without context. Instead, provide a clear summary of the issue, include the dates you contacted the strata manager, attach previous emails, and explain what response or action you are requesting.
For example, you could say:
“I am contacting you because I have not received a response from our strata manager regarding [issue]. I first raised this on [date] and followed up on [date]. Could you please review this matter and advise who can assist?”
This gives the company a chance to step in before the issue becomes a formal dispute. In some cases, the problem may be resolved quickly once a senior staff member is aware of it.
If the lack of response is part of a wider pattern, the strata committee may also choose to raise the concern directly with management. This can lead to clearer service expectations, a change in communication process, or a review of whether the current manager is the right fit for the building.
Keep a Record of All Communication
When a strata manager is not responding, it is important to keep a clear record of every communication attempt. This helps you show what was requested, when it was raised, and how long the matter has been waiting for a response.
Keep copies of emails, letters, photos, invoices, repair requests, meeting notes, and any replies you receive. If you call the strata office, make a short note of the date, time, who you spoke to, and what was discussed. If the person gives you an update over the phone, send a short follow-up email confirming the conversation.
For example:
“Thank you for speaking with me today regarding [issue]. As discussed, I understand that [summary of update]. Please let me know if I have misunderstood anything.”
This creates a written trail without making the conversation confrontational.
A simple timeline can also be useful. You can record:
- The date you first raised the issue
- The method of contact
- Any follow-up emails or calls
- Any responses received
- Any promised actions
- Whether the action was completed
Good records are especially helpful if the matter needs to be raised with the strata committee, senior management, NSW Fair Trading, or another dispute resolution body. They also help keep the discussion focused on facts rather than frustration.
When Non-Response Becomes a Bigger Issue
A slow reply can be frustrating, but ongoing non-response can become a serious problem when it affects the building, the owners corporation, or the rights of owners and residents.
For example, delayed communication may cause issues when there are urgent repairs, water leaks, insurance claims, safety risks, unpaid contractor invoices, levy notices, meeting requests, or access to strata records. In these situations, silence from the strata manager can create confusion and may lead to further delays, extra costs, or preventable damage.
It is also a bigger concern if the same problem keeps happening. One missed email may be a simple mistake, but repeated delays, unanswered follow-ups, poor updates, or lack of action can point to a wider service issue.
At this stage, the strata committee should look at the communication history and consider whether the strata manager is meeting the needs of the scheme. The issue may need to be raised formally with the strata management company, discussed at a committee meeting, or escalated through the appropriate complaint or dispute resolution process.
The key is to focus on the impact of the non-response. If the lack of communication is delaying important decisions, repairs, financial matters, or legal obligations, it should not be ignored.
Consider NSW Fair Trading Mediation
If the issue cannot be resolved through emails, committee involvement, or internal escalation, the next step may be to consider mediation through NSW Fair Trading.
Mediation is designed to help both sides discuss the issue with the assistance of a neutral mediator. The mediator does not take sides or make a decision for the parties. Instead, they help everyone talk through the problem and try to reach an agreed outcome.
This can be useful when communication has broken down, the strata manager is not providing clear answers, or the owners corporation and strata manager disagree about what should happen next.
In NSW, mediation is also an important step because it is compulsory for most strata and community scheme disputes before applying to NCAT. NSW Fair Trading provides a free strata mediation service, and NCAT generally requires evidence of mediation before it will accept many strata applications.
Before applying for mediation, make sure your records are organised. Include copies of emails, follow-ups, meeting requests, photos, notices, and any other documents that show what has happened. This will make it easier to explain the issue clearly and show that you have already made reasonable attempts to resolve the matter.
Make a Complaint About the Strata Manager
If the strata manager continues to ignore requests or fails to provide the services expected under the management agreement, you may consider making a formal complaint.
In NSW, complaints about strata managers can be made through NSW Fair Trading. This may be appropriate if the issue involves poor communication, failure to carry out agreed duties, misleading conduct, trust account concerns, or other professional conduct issues.
Before making a complaint, gather your documents and communication records. This may include:
- Your original request
- Follow-up emails
- Any responses received
- Notes from phone calls
- Committee meeting minutes
- The strata management agreement, if available
- Evidence showing how the lack of response has affected the scheme or owner
A complaint is usually stronger when it is based on clear facts rather than general frustration. Instead of simply saying the strata manager is “bad at communication,” explain what was requested, when it was requested, how many times you followed up, and what impact the lack of response has caused.
It is also worth involving the strata committee before making a complaint, especially if the concern relates to services provided to the owners corporation. The committee may be able to escalate the issue directly with the strata management company, request a service improvement, or consider whether the current arrangement should continue.
Can You Change Strata Managers?
Yes, an owners corporation can change strata managers if the current arrangement is no longer working. If poor communication is ongoing, it may be a sign that the scheme needs a more responsive and proactive strata management provider.
However, changing strata managers is not usually something one owner can do alone. The decision generally needs to be made by the owners corporation, often after the strata committee reviews the current agreement, compares alternative providers, and recommends the next step.
Before making a change, the committee should review the existing strata management agreement. This will usually explain the contract term, notice period, termination process, and any fees that may apply. Some agreements can only be ended at a certain time, while others may allow earlier termination under specific conditions.
If the agreement is close to expiry, the committee may decide to invite quotes from other strata management companies and present the options to the owners corporation. If the agreement still has a long time remaining, the committee should check the termination clauses carefully before taking action.
When reviewing new strata managers, communication should be a key factor. Ask how they handle emails, urgent repairs, committee requests, meeting preparation, owner enquiries, and regular updates. A lower management fee may not be worth it if the service is slow, unclear, or difficult to rely on.
Changing strata managers can feel like a big step, but if the current manager is consistently unresponsive, it may be the best way to protect the scheme and improve day-to-day management.
How a Responsive Strata Manager Should Communicate
A good strata manager should make communication clear, professional, and easy to follow. They may not always be able to give an immediate final answer, especially if a matter needs committee approval, contractor input, or further investigation. However, they should still acknowledge your request and explain what is happening next.
Good communication often includes:
- Acknowledging emails within a reasonable timeframe
- Explaining whether the matter needs committee approval
- Providing updates when waiting on contractors, quotes, or documents
- Keeping clear records of decisions and instructions
- Following up when an issue has not been resolved
- Communicating urgent matters quickly and clearly
- Helping owners and committee members understand the correct process
A responsive strata manager does more than just reply to emails. They help keep the owners corporation informed, reduce confusion, and make sure important matters are not left unresolved.
For strata committees, this can make a major difference. Clear communication helps repairs move faster, meetings run more smoothly, records stay organised, and owners feel more confident that the building is being properly managed.
If your scheme is dealing with repeated communication issues, it may be worth asking whether your current strata manager is providing the level of service your building needs.
Final Thoughts
If your strata manager is not responding, start with the basics. Put your request in writing, explain the issue clearly, attach any relevant documents, and allow a reasonable time for a response. If there is still no reply, follow up professionally and keep a record of every communication attempt.
If the issue continues, involve the strata committee. The committee can review the matter, check the strata management agreement, raise the concern directly with the strata management company, or request that the issue be discussed at the next committee meeting.
For ongoing communication problems, further steps may be needed. This could include internal escalation, NSW Fair Trading mediation, making a formal complaint, or reviewing whether it is time to change strata managers.
A responsive strata manager should help owners and committee members feel informed, supported, and confident that important matters are being handled. If your scheme is regularly dealing with delayed replies, unclear updates, or unresolved issues, it may be time to look for a strata management team that communicates more clearly and proactively.
At Elevated Strata Communities, we believe strong communication is one of the most important parts of effective strata management. Our team supports NSW strata schemes with clear updates, practical guidance, and a more responsive approach to day-to-day management.