Begin with an end in mind

One major challenge in managing strata residences is the lack of understanding of its residents about strata living. At the Cradleton precinct — the first phase of the 1,089-acre Eco Majestic township development in Semenyih — Eco World Property Services Sdn Bhd (EWPS) made it a priority to engage with its owners and residents right from the get-go, making sure they understood what it means to own a strata property and to live in a strata community.

Developed by Eco World Development Group Bhd (EcoWorld) and launched in 2015, the 59-acre Cradleton precinct — comprising 612 terraced homes — has clinched Joint Silver in the less than 10 years multi-owned strata residential category at EdgeProp Malaysia’s Best Managed Property Awards 2018.

Another Silver winner in the same category was The Verandah precinct at  EcoWorld’s Eco Botanic township in Johor.

“At the time of launch, stratified landed developments were still relatively new to the market. Hence, introducing a stratified community living concept and making sure the owners and residents understand and agree to adhere to community rules and by-laws were challenging for us,” says EcoWorld divisional general manager Evon Yap.

Eco World Residence Club head Yvonne Tey points out that strata communities are governed by the Strata Management Act 2013.

“Before the Act came into place and before strata landed homes came into the picture, the guardhouses in gated-and-guarded communities were actually illegal structures.  On top of that, if residents didn’t pay their service charges, they couldn’t be challenged because they are not bound by the Act. But with strata landed homes, everything is done properly,” says Tey.

“Another difference would be the renovation guidelines. Strata property owners are not allowed to renovate their properties including extensions and changing of façades.”

According to Yap, from the very beginning, multiple initiatives have been carried out to help raise awareness on strata living.

“We made sure our residents were informed about the rules, by-laws and renovations guidelines right from the sales stage. During handover, we again reminded and updated owners of the rules and guidelines. Educating the residents from the start and reinforcing the principles of strata living have proven to be effective as they help to reduce problems and disputes commonly faced in such developments.

“This also makes it easier for the future joint management body and management corporation to manage the project,” she says.

Handed over about a year ago, Cradleton’s terraced homes are currently only about 12% occupied, of which 60% are tenanted.

“We anticipate the rate to increase to 33% in the next three months, taking into consideration that some of the homes are currently undergoing renovations,” offers Yap. Notably, she adds that the collection rate has been steady at 85% for the past 12 months.

Based on its “begin with an end in mind” strategy, EWPS has set key performance indices and aligned all property management activities with standard operating procedures and work standards. For instance, its innovative and sustainable security system was chosen to address some of the potential security shortfalls commonly faced in strata developments.

EWPS has also taken steps towards digitisation of some aspects of property management. “We have come up with a mobile app for the convenience of residents. We call it the Eco World Community App.

“Using the app, residents can interact with their neighbours and EWPS. They receive community updates and news, book facilities and register their contractors and guests,” says Yap.

Despite going digital, EWPS believes there is no substitute for that personal touch and this is seen in its 100% staff-led initiative known as the EcoWorld Class that helps cultivate a “serve with care” culture and drive the team to deliver exceptional services to residents.

Cradleton joint management body chairman Kegy Lim is all praise for EWPS’ proactiveness in handling residents’ requests.

“We have a great two-way communication with the EWPS team as we aim towards the same objective — to make Eco Majestic a great place to live. The EWPS team is responsive and proactive; they have the residents’ priorities in mind,” he says.

This story first appeared in EdgeProp.my pullout on May 11, 2018. Download EdgeProp.my pullout here for free.