Frequently Asked Questions
The questions we often get asked
As one of Australia’s leading Strata Management service providers TSM receives questions of all shapes and sizes from customers across the Eastern states. This page is a breakdown of those most common. Feel free to click the quick link buttons on the right to skip to a given section.
Table of Contents
Frequently Asked Questions
Strata Basics
Understand what strata management involves, why choosing a specialist matters, and how TSM Strata operates. Ideal if you are new to strata living or comparing providers.
What does a strata manager actually do?
TSM Strata manages the legal, financial, and operational obligations of your Owners Corporation. This ensures the building is maintained effectively, funds are managed responsibly, and all governance and compliance requirements are fully met.
Why choose a strata specialist instead of a general property manager?
Strata is a regulated and complex field. A dedicated strata specialist like TSM Strata understands legal obligations, compliance, governance, and community dynamics in ways that general property managers may not.
Are you part of a larger group or franchise?
No. TSM Strata is an independently owned and locally operated business, proudly built on decades of family leadership and community trust.
Where do you operate?
TSM Strata manages schemes across Greater Sydney, Western Sydney, the Central Coast, and Melbourne. We are supported by both local offices and a centralised service team.
Frequently Asked Questions
Levies, Budgets & Financials
Answers to your most common questions around levy setting, payment methods, special levies, and our transparent fee model.
How are your fees structured?
TSM Strata operates on a transparent base fee plus requested services model. Our base fee covers all essential services to keep your property compliant, whilst our requested services allow you to choose the level of support that suits your unique property needs. We understand that no two properties are the same, so we don't take a cookie-cutter approach—you only pay for what you actually need.
Why do some strata management fees seem cheaper?
Some providers may exclude essential services in their quotes or present complex agreements that lack transparency. TSM Strata includes everything necessary to manage your scheme effectively, avoiding hidden costs and future complications.
How do I compare strata quotes fairly?
It's important to look beyond the total fee and carefully review what's actually included in each management agreement. Whilst TSM Strata includes many items that other agencies charge extra for, we recommend comparing agreements line by line to understand exactly what you're getting. This ensures you're making a true like-for-like comparison and won't be caught out by unexpected costs down the track.
My levies are too high. Who is setting these amounts?
Levy amounts are decided by the owners themselves at the Annual General Meeting. We encourage owners to attend meetings to ensure their views are heard. The strata manager does not set levy amounts.
What is a special levy and how is one created?
A special levy may be raised when there are insufficient funds in either the Administrative Fund or the Capital Works Fund. These must be approved by majority vote at a general meeting and are typically used to fund one-off projects such as painting, major repairs, or compliance work.
How can I pay my levies?
Levies can be paid via BPAY, DEFT Online, direct debit, credit card, phone payment, cheque by post, or in person at Australia Post. A QR code is also provided on the notice for mobile banking.
Frequently Asked Questions
Financial Security at TSM Strata
Learn how we manage your building’s finances using trusted platforms and secure banking systems to ensure full compliance, efficiency, and peace of mind.
How does TSM Strata manage financial records and systems?
We use platforms such as Strata Master and FileSMART to manage records and streamline communication. These systems allow efficient and transparent access to data for both our team and committee members.
Can I view or approve invoices online?
Yes. Committee members can review and approve invoices via our secure online portal. This adds an additional layer of financial control and transparency for owners.
Do you prepare tax returns and BAS in house?
Yes. Our accounting team prepares income tax returns and Business Activity Statements in house, which are then lodged by a registered third-party tax agent. This approach ensures full compliance with ATO requirements whilst keeping your costs down and maintaining the highest standards of accuracy.
How do you secure our funds?
Each strata scheme has its own dedicated trust account held with Macquarie Bank. We monitor accounts daily, ensure compliance with licensing regulations, and maintain all required insurance cover.
Frequently Asked Questions
Maintenance & Repairs
Find out which repairs fall under the Owners Corporation, how insurance works, and what to do when a leak or burst pipe causes damage.
What repairs are excluded from Owners Corporation responsibilities?
The Owners Corporation is not responsible for internal finishes or removable fixtures. This includes items such as paint, wallpaper, carpet, curtains, blinds, and portable light fittings.
Water is leaking through my ceiling from above – who is responsible?
Ceilings are generally considered common property and are usually the responsibility of the Owners Corporation. However, any internal paint or carpet damage inside your lot is your responsibility unless it was caused by Corporation works.
Insurance responsibilities – what is covered?
The Owners Corporation must insure the building, including most structural fixtures. Items such as carpet, paint, and temporary finishes are not covered. Owners and tenants should arrange their own contents insurance to cover these items.
How to report a burst water pipe
If water is leaking from your wall, ceiling or floor, contact your strata manager immediately. If the issue originates from a neighbouring lot, such as a faulty appliance, the lot owner is typically responsible. Turn off the stop valve to prevent further damage while awaiting assistance.
Frequently Asked Questions
Meetings & Governance
Everything you need to know about meetings, quorums, strata committee nominations, and the rules that govern your building’s decision making.
Do owners need to be present to declare a quorum at meetings?
Quorum requirements vary by state. In NSW, a quorum requires 25% of those entitled to vote, either by attendance, proxy, or unit entitlement. If this isn't reached within 30 minutes, the Chairperson may declare those present to form a quorum and proceed. In Victoria, quorum is 50% of total lots. If quorum isn't achieved, the meeting will proceed and any resolutions passed will form interim resolutions for a period of 28 days.
How do I join the strata committee?
You can nominate by completing the form sent with your AGM documents or at the meeting itself. Only one co-owner per lot may serve, and all nominees must be financial. Letting agents and those with undisclosed developer links are not eligible.
Frequently Asked Questions
Renovations & Alterations
Planning renovations? Learn which works need approval and what steps to follow to stay compliant with the Strata Schemes Management Act.
What should I do if I want to renovate my unit?
Renovations fall under three categories:
- Cosmetic Works: No approval required
- Minor Renovations: May need approval from the committee
- Major Works: Require approval by the Owners Corporation at a general meeting
Always contact your strata manager first with your proposed scope of works. We will guide you through the correct process for your scheme.
- Cosmetic Works: No approval required
- Minor Renovations: May need approval from the committee
- Major Works: Require approval by the Owners Corporation at a general meeting
Always contact your strata manager first with your proposed scope of works. We will guide you through the correct process for your scheme.
Frequently Asked Questions
Owners & Tenants
Guidance for owners and tenants including how to request keys, change managers, and how we support committees with building handovers.
How do I get a new key for my building?
If you are an owner, contact your TSM Strata manager. A fee may apply, and your manager will confirm the conditions. If you are a tenant, request the key via your managing agent.
Can you take over mid-year or from another strata manager?
Yes. TSM Strata can step in at any point during the year. We manage the full transition process, notify all owners, and ensure all records are securely transferred with no disruption.
Do you support committees with new building handovers?
Yes. We work closely with developers and new Owners Corporations to ensure by-laws, budgets, insurance, and documents are correctly established from day one.
Frequently Asked Questions
Insurance & Compliance
Discover how we manage emergencies, safety, pest control and ensure your property stays compliant with key legislation.
Emergency services – how are they handled?
TSM Strata provides a 24/7 emergency maintenance service for urgent issues involving common property. Temporary repairs are carried out promptly, and your strata manager is briefed the following day.
What is considered an emergency, and who pays?
An emergency typically includes water leaks, electrical faults or safety hazards that affect common property. If confirmed as a common property issue, the cost is generally covered by the Owners Corporation.
Do you manage pest control?
Yes. We coordinate regular pest treatments for common property areas to support a healthy and safe living environment.
Can you provide guidance on renovations or landscaping?
Yes. We advise committees and owners on renovation and landscaping proposals to ensure they comply with by-laws, planning rules, and aesthetic standards.
Frequently Asked Questions
Scheme Administration
See what’s included in our full-service approach to Owners Corporation management – from trust accounts and meetings to documentation and compliance.
What’s included in Owners Corporation management services?
We manage all aspects of scheme administration including meetings, financials, compliance, maintenance, insurance facilitation, document management, new registrations, and contractor oversight.
How does TSM Strata manage trust accounts?
Each scheme has a dedicated trust account at Macquarie Bank. We manage daily transactions, ensure accurate record keeping, and provide monthly financial statements for committee review.
How are budgets and financial plans developed?
We prepare annual budget recommendations tailored to each property’s specific needs. This includes routine expenses, capital works planning, and contingency allowances.
What role do you play in AGMs and committee meetings?
We coordinate all meeting logistics, including issuing notices, preparing agendas, managing proxies, recording minutes, and ensuring compliance with legal obligations.
How do you handle documentation and statutory records?
We maintain all records including financials, minutes, correspondence, by-laws, and compliance documentation. These are securely stored and accessible through the online owner portal.
What are Lot Status Certificates and how do I request one?
Lot Status Certificates provide key financial and administrative information about a lot for conveyancing purposes. These certificates vary by state and scheme type: in NSW they're Section 184 Certificates for strata schemes and Section 174 Certificates for community schemes, whilst in Victoria they're Section 151 Certificates. We issue these promptly upon request.
Can you assist with establishing a new strata scheme?
Yes. We assist developers in registering new schemes, drafting by-laws, setting budgets, arranging insurance, and establishing trust accounts.
Frequently Asked Questions
Compliance Management
We go beyond the basics to assist with fire safety, WHS, long-term capital planning, and verifying contractor and environmental compliance.
How do you manage fire safety compliance?
We ensure that Essential Safety Measures such as fire doors, extinguishers, emergency lighting, and alarms are inspected and maintained in line with legislative standards.
Do you arrange Work Health and Safety (WHS) inspections?
Yes. We arrange site assessments and prepare reports to identify and minimise safety risks across common property. These help the Owners Corporation meet its WHS obligations.
What is a Capital Works Fund Plan and how is it implemented?
A Capital Works Fund Plan is a 10-year forecast of upcoming repair and upgrade costs. We help source the plan and integrate it into your budget to ensure financial readiness.
How do you ensure contractor compliance?
We verify contractor licences, insurance, and legal status before any work is approved. This protects the Owners Corporation and ensures all work is carried out by qualified professionals.
Do you assist with rule enforcement and disputes?
Yes. We help the committee enforce by-laws fairly and consistently. When disputes arise, we assist with resolution through communication, mediation, or tribunal proceedings where required.
How are decisions made by the Owners Corporation?
Most decisions are made by majority vote at general meetings. Special resolutions, such as changing by-laws or approving major works, require a higher threshold for approval.
Can the Owners Corporation change strata managers?
Yes. A new appointment can be made via vote at a general meeting. If you choose to appoint TSM Strata, we manage the entire transition with no interruption to services.
