Complaint Handling Guidelines for Strata Residential Property Managers:

 COMPLAINT HANDLING GUIDELINES FOR STRATA RESIDENTIAL PROPERTY MANAGERS: NAVIGATING RESIDENTS' COMPLAINTS EFFECTIVELY

Prof Dr Sr Yasmin Mohd Adnan (Project Leader) (UM)

Dr Zarita Ahmad @ Baharum (UiTM)

Sr Abdul Ghani Sarip (UM)

Dr. Ain Farhana Jamaludin (UM)

Sr Mohd Faizal Foad @ Fuad (IPC Sdn Bhd)

ABSTRACT

The increasing number of strata properties in Malaysia has led to a rise in complaints despite the enforcement of the Strata Management Act 2013. This study critically examines the nature of complaints related to property management in high-rise residential strata properties, focusing on three key urban areas: Subang Jaya, Petaling Jaya, and Kuala Lumpur. Surveys were conducted among property managers, revealing that the main complaints include maintenance and upkeep, car park issues, health, safety, and security (HSSE), and waste management. Finance-related complaints, while not among the top concerns, were identified as critical areas needing attention, particularly in budget allocation for major repairs, audit transparency, and timely financial reporting. The study highlights the need for standardised complaint-handling procedures and proactive property management strategies to enhance service quality. Findings suggest that addressing these issues, especially through the complaint handling guideline, is essential for maintaining client satisfaction and ensuring the sustainable management of residential strata properties. The research underscores the importance of using complaint data as a tool for continuous improvement in property management services, offering guidelines for more effective and transparent handling of complaints in the strata property sector.

Keywords: Property management, complaint handling, guidelines, strata residential