Does LMM get any kickbacks from preferred contractors?

Absolutely not. Whilst others in the strata industry seek to employ the services of contractors who give them kickback payments to be on their "preferred list", we only recommend contractors who have an excellent track record of delivering professional service. We organise quotes for you using contractors who have an outstanding reputation and who are licensed to perform work. You can also use your own preferred contractors if you wish. At no time do we receive payment from any contractors.

Do we have to pay insurance commissions or fees to LMM in addition to our insurance premiums?

Simply put – no. Unlike many Managing Agents who organise insurance for their customers and charge commission on top of the premium, LMM does not charge you any commission or fee.

Can you provide a 12-month rather than the usual 3-year contract?

Absolutely. To ensure that the Owners Corporation are confident with the services LMM Solutions provide, we only require a 12-month contract to be signed. This allows both parties to be confident with the relationship moving forward. When you're comfortable, we can establish longer contracts at the discretion of the Owners Corporation. We are proud to announce that all our clients have re-signed contracts with us to date.

What qualifications do LMM Strata Managers have?

Although there are no requirements in the ACT to be qualified or certified, all our Strata Managers hold qualifications in Cert IV Property Services (Operations) which is unusual in the industry in the ACT.

How do LMM keep my private information secure?

LMM Solutions operates in accordance with the Privacy Act and the Australian Privacy Principles. We take reasonable steps to protect personal information that we hold from misuse, interference and loss and from unauthorised access, modification or disclosure.

We undertake steps to secure personal information we hold by way of security (such as encryption, firewalls, anti-virus software and login and password protection), restricted office access, training and workplace policies. We also destroy information that is no longer needed.

What is an Executive Committee?

An Executive Committee are owners of units in the development and are elected by ordinary resolution at the Annual General Meeting. The Committee must have a minimum of 3 and a maximum of 7 members. If more than 7 members are to be elected, a special resolution is required (s.38). The Executive Committee of an Owners Corporation exercises the functions of the corporation in two ways:

1. As the corporation directs by resolution at a general meeting;
2. or In the absence of a resolution – as the committee considers appropriate (by majority decision);

What are the roles and responsibilities of the Executive Committee?

Chairperson – (UTMA s.41)

• The Chairperson’s primary duty is to preside at meetings to ensure the successful and lawful running of the meeting.

How should an Executive Committee hold meetings?

Meetings are an important part of an effective Executive Committee’s function.

• The Executive Committee can hold as many meetings as it chooses.

Can anyone attend an Executive Committee meeting?

• There is nothing in legislation that disallows others from attending an Executive Committee meeting however this must be first agreed to by the Executive Committee.

Who has voting rights on an Executive Committee?

• Only elected members of the Executive Committee may vote on a decision.

Can a proxy attend an Executive Committee meeting?

It is not possible to hold proxies for the Executive Committee.

Who can be elected to stand on the Executive Committee?

Only one owner per unit can be elected to the Executive Committee. If a couple own a single unit, they cannot both be members of the Executive Committee. If, however, they own two (2) or more units, they can each be elected to the Executive Committee as representatives of one of the units. If a company owns a unit, the company must appoint a representative to the Owners Corporation. That representative can act as a member of the Executive Committee.

How much notice do you have to give for a meeting?

You must give 7 days’ notice for an Executive Committee meeting.

When should minutes be given to the Managing Agent?

If the Managing Agent does not attend the meeting, the Executive Committee must provide the Managing Agent with a copy of the minutes within a reasonable time so they can be included in the Minute Book.

What tips can you give us to run the EC Meetings?

• Plan meetings in advance.
• Prepare a detailed agenda.
• Pre-notify attendees.
• Control the discussion - keep on topic.
• Summarise and record Executive Committee decisions.
• Meeting management - keep the meeting running as per the agenda.
• Time management - watch time spent on discussions.

What tips do you have for being on the EC?

Dictatorship or Democracy? Dictatorship, in the form of an Executive Committee, does not work. It can cause ill feeling amongst unit owners. If other members of the Executive Committee or other unit owners generally believe that they have no input into the running of their Owners Corporation which can lead to disharmony and rebellion. It also has the potential to deter future potential owners. Remember – every member of the Executive Committee forms the Owners Corporation’s representative body. Educate yourself If you have never been part of an Executive Committee before, part of learning to be a good member will be through trial and error. However you can reduce the time it takes you to get up to speed by communicating with the Managing Agent, reading the history of the Owners Corporation, downloading free material from websites, and studying the finances, reports and other material relating to your development. The effectiveness and co-operation within and between your Executive Committee and the Managing Agent will directly impact on how smoothly and efficiently your Owners Corporation runs. Know the difference between the role of the Executive Committee and the Managing Agent:

• Executive Committee sets policy and makes policy/future direction decisions.

• Managing Agent implements the directives of the Executive Committee/Owners Corporation and takes care of administration and operations.

Communication It is important that the Executive Committee members work together and ensure the lines of communication between themselves and other unit owners are kept open. This can be through regular newsletters, minutes on noticeboards or a owner's portal. Listen The Executive Committee needs to listen to the input from owners to help with future planning.

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Where would LMM hold meetings for our development?

LMM is perfectly happy in meeting with you wherever is most convenient for the Owners or EC such as a Community Centre, local club or EC member’s home.

What does an Executive Committee do?

The Executive Committee is elected at each Annual General Meeting and acts on behalf of the Owners Corporation. They make decisions pertaining to the ongoing maintenance and repairs of the development as well as approvals for requests such as a pet or alteration.

I am a tenant in a unit plan development. Can I be voted onto the Executive Committee?

In the ACT, you must be an Owner to be elected onto the Executive Committee.

What are the differences between GM, AGM, EC and other meetings?

A General Meeting (GM) is a meeting of all Owners and is in addition to the AGM.

The Annual General Meeting (AGM) is very important as this meeting makes decisions for the coming year on behalf of all Owners. Also, there are a number of regular items to be addressed by the Owners Corporation such as the Administrative and Sinking Budgets, election of the Executive Committee just to name a few.

An EC Meeting is a meeting of the Executive Committee and can be convened by the EC as required. Owners do not attend these meetings unless invited.

Can meetings for our development be held out of business hours? and will we have to pay extra for this?

We’re happy to hold meetings outside of business hours. LMM Solutions doesn’t charge an Owners Corporation without the consent of the Executive Committee. It is only rarely that there would be charges applicable for afterhours meetings.

What is a Quorum?

For general meetings (Annual General Meeting or General Meeting) a standard quorum is made up by half of the owners of the Owners Corporation that are entitled to vote. This is counted by adding the owners in attendance plus Proxy votes but does not include Absentee votes.

What is a Proxy vote?

When an Owner is unable to attend a meeting they are able to appoint another person to vote on their behalf.

What is an Absentee Vote?

This is when an Owner casts a vote on a motion by recording the vote on an absentee voting paper and providing it to the Owners Corporation and/or Managing Agent prior to the commencement of the meeting.

What is a building generally covered for under a Strata Insurance Policy?

Strata insurance policies generally cover material damage as a result of an insured peril to structural fixtures including fixed plant, machinery and underground services. The policy also generally extends to provide cover for unit owners fixtures, fittings and improvements which form part of the building. Some of these items include built-in ovens, stovetops, kitchen cupboards, hand basins, baths, showers and spas, and pools in common areas.

Are contents usually covered under a Strata Insurance policy?

Strata insurance specifically excludes contents within individual units such as carpets, curtains, blinds, light fittings and electrical appliances not actually wired into the premises. These items should be insured with contents insurance or a Landlord insurance policy.

Do I need a valuation on my building?

The law requires that buildings are insured for full replacement and reinstatement value. It is recommended that a professional valuation is obtained by the unit owner.

Is flood covered under a Strata Insurance policy?

Strata insurance policies do provide storm cover but generally do not automatically provide flood cover. Flood cover may be requested by the Owners Corporation, however insurers will assess their willingness to offer flood cover based on the location of property and the proximity of rivers, lakes and dams. If granted, this cover extension will attract an additional premium.

How do I make a claim?

Should an Owner wish to make a claimed against the Owners Corporation building insurance, they should be sure that it is what is termed an “insurable event”. The insurance company terms an insurable even as storm damage, impact, fire, burglary and accidental damage. For instance – should a storm hit the development and blow tiles or ridge capping off the roof and internal water penetration is experienced, the repair to the ceiling (as a result of the water damage) and the replacement of the tiles and/or ridge capping would be considered an insurable event. However, if the tiles crack as a result of lack of maintenance or an individual walking across the roof, the damage to the roof would not be covered however the damage to the internal ceiling would be recoverable under the insurance.

Who makes the final decision in relation to a claim?

The Insurance Company will make the final decision. The claim will be assessed and, if further information is required, the unit owner will be contacted.

What types of things are typically covered by Strata Insurance?

The Owners Corporation holds insurance cover over the buildings, public liability over the common property and workers compensation for any person employed by the Owners Corporation. Parts of the overall policy should include:

• Building replacement and reinstatement - Provides cover for the building structure and any fixtures and fittings in Common Property areas.

What is Strata Management?

Strata Management, sometimes known as "body corporate management", is a specialist area of property management involving the day-to-day operation and management of a property that is jointly owned and comprises multiple units, common areas and common facilities.

How does an Owners Corporation make decisions?

Decisions are made by owners in two ways:

1. At a meeting of all the owners (an Annual General Meeting);
2. At a meeting of the Executive Committee (see “What is an Executive Committee”).

What is an Executive Committee and what are their functions?

An Executive Committee are owners of units in the development and are elected by ordinary resolution at the Annual General Meeting. The Committee must have a minimum of 3 and a maximum of 7 members. If more than 7 members are to be elected, a special resolution is required (s.38). The Executive Committee of an Owners Corporation exercises the functions of the corporation in two ways:

1. As the corporation directs by resolution at a general meeting; or
2. In the absence of a resolution – as the committee considers appropriate (by majority decision);

How can I make a difference in my Owner's Corporation?

Owners are encouraged to participate in the management and decision-making of their development and can get involved in several ways:

• By attending meetings and putting forward your point of view on any of the motions under consideration at that time;

How is a strata development financed?

Contributions (commonly referred to as levies) are collected from every owner and are pooled to maintain the common areas. The levy amount and frequency of the contributions is decided by all owners at the Annual General Meeting. There are two types of contributions:

• Contributions to the Administrative Fund – which provides for the day-to-day running of the common property and may include insurance, gardening, maintenance, cleaning to name a few.

• Contributions to the Sinking Fund - which provides for the maintenance of the common property and may include painting of buildings, the renewal, replacement or repair of common property fixtures, and other capital expenses for which the corporation is responsible.

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How are levy contributions calculated?

The amounts and frequency of payments is decided upon at the Annual General Meeting and is outlined in the meeting Minutes. Levy payment options are listed on the levy notice.

What does a Strata Manager do?

A Strata Manager acts on behalf of the Owners Corporation under the direction of the Executive Committee. An important part of any Strata Manager’s role is to be able to understand and interpret legislation to provide the best advice possible for Owners Corporations.

What is the difference between a Strata Manager and Building Manager?

Strata Management, sometimes known as "body corporate management", is a specialist area of property management involving the day-to-day operation, administration and management of a property that is jointly owned and comprises multiple units, common areas and common facilities.

What is the Owner's Corporation?

An Owners Corporation is a legal entity created when land is subdivided and registered to establish a Units Plan or Community Title Scheme. It exists to manage the mutual interest of all owners as well as deal with any issues that may fall into these two categories:

1. Physical property issues including gardens, common property, building structures and other shared assets such as pools, lifts and tennis courts.

What is the difference between Strata Title and Community Title?

A development can be registered as either a Strata Title or Community Title. The result of this registration impacts the responsibilities of the Owners. LMM Solutions is able to provide management for both types of development.

What is Common Property?

Common property is shared areas and facilities as defined by the registered plans for each complex. You may need to check your unit plan to see what common property exists in the development.

What is the difference between Common Property in A or B Class developments?

• The boundary of an A Class unit is midway between the walls, floors and ceilings.

Who is responsible for Repair and Maintenance of Common Property ?

The Owners Corporation is responsible for repair and maintenance of common property.

• The Owners Corporation is also responsible for repair and maintenance of load bearing structures and balconies in A Class developments.

Do I have to pay towards maintenance of common property?

Strata levy contributions are for this exact purpose. What you contribute in this capacity is agreed upon at each Annual General Meeting and is for the running, repairs as well as maintenance of the common property power, cleaning, gardening, insurance and the like.

Is my roof common property?

The type of development (A or B Class) impacts whether the roof is common property and therefore maintenance responsibility. We suggest you contact your Strata Manager to seek clarification of your requirements.

What is a Sinking Fund Forecast?

A Sinking Fund Forecast is a report compiled to ascertain what common property needs to be replaced, the anticipated schedule of those replacement items, approximate cost of replacement or repair and anticipated unit contributions to the Sinking Fund. It is a requirement under legislation that each development has a Sinking Fund Forecast Report. This forecast calculates the capital expenditure times to enable appropriate budgeting and therefore avoid special levies.

Why is a Sinking Fund Forecast required?

As outlined in the Unit Titles (Management) Act 2011, the Owners Corporation must:

• approve a plan for the Sinking Fund for the 10-year period beginning on the first day of the financial year following the approval (s.82);

What items are typically covered by a Sinking Fund Forecast? (A-Class Development)

Items that may be covered by the Sinking Fund Forecast for an A-Class development include but are not limited to:

• Garage doors;

What items are typically covered by a Sinking Fund Forecast? (B-Class Development)

Items that may be covered by the Sinking Fund Forecast for an B-Class development include but are not limited to:

• Driveways;

What is the difference between the Admin fund and the Sinking Fund?

The Administrative Fund provide for the day-to-day running of the common property and may include insurance, gardening, maintenance and cleaning, to name a few.

Who decides how much and how often we have to pay levies?

The amounts and frequency of payments is decided upon at the Annual General Meeting by all Owners who are entitled to vote and is outlined in the meeting Minutes.

Who do I pay my levies to?

The levy contributions made by each owner are deposited into a fund for the Owners Corporation. The monies are expended in accordance with the approved budget or remain in the account as surplus.

I am concerned our development will not have the cashflow to cover insurance later in the year when it lapses. How can you help?

LMM Solutions have created a unique means of providing this information to Owners which we call a Cashflow Forecast Report. This clearly demonstrates to the Executive Committee or Owners the funds required to maintain the development over a budgeted year. For insurance, we are able to source 6 monthly cover to ensure that funds are available for future expenditure.

What methods are available for me to pay my levies?

Your levies are paid directly into the Owners Corporation Bank Account are able to be made via credit card, BPay, direct debit, direct deposit or even at the Post Office,

What is StrataMax™?

StrataMax™ is the industry leading Community Management System that allows LMM Solutions to manage most aspects of administrating your building or plan in an efficient and secure manner. It consists of specialised features that enable them to service your needs to the highest standards based on best practice. Visit http://www.stratamax.com to learn more.

What is The MaxSoft Group?

The MaxSoft Group (the company that produces StrataMax™) is an industry-leading producer of strata management, financial and related products and services. Visit www.maxsoft.com.au to learn more. After a comprehensive software evaluation and sourcing process, LMM Solutions decided to employ MaxSoft’s complete software suite to manage our strata operations due to its integrated functionality, comprehensive capabilities and customer facing benefits.

What is StrataPay™?

StrataPay™ is an advanced payment solution provided by The MaxSoft Group and is used by StrataMax™ to offer online payment capabilities. Visit www.stratapay.com to learn more.

What is Quick Pay?

Quick Pay is an easy way to pay your levies online without having to fully log into the website. All you need to do is to enter your StrataPay™ reference number.

Are my detailed kept private in StrataMax?

The MaxSoft Group is firmly committed to protecting your privacy while interacting with content, products and services via the StrataMax™ web site. Please refer to MaxSoft’s Privacy Policy for full details: http://www.stratamax.com/privacy

Why does it say "No Report Available at this Time" when I try to download a report?

This usually indicates that while this type of report has been made available, there is currently insufficient data to generate the report. If this is a new report, we recommend that you try again the following day. Please contact LMM Solutions if you require additional assistance.

When I try to log on to approve invoices, I am getting a message that reads “Your account is pending. Please activate account before attempting to reset password”?

If you are registered as a Non-Owner Office Bearer Approver when invoices are first uploaded for approval, you will be sent an activation email that requires you to click on a link to activate your account before you can access the Invoice Hub Portal. If you are unable to locate the activation email, please contact LMM Solutions.

What is a StrataMax ID?

A StrataMax ID is an 8 character number that you use to sign into the StrataMax Portal. This is issued by LMM Solutions in your Welcome Letter.

How do I get my StrataMax ID?

If you did not receive a welcome letter, please follow the below link to the "Forgotten StrataMax ID" page and enter the email address that would be on file with LMM Solutions. If this does not return a StrataMax ID, please contact LMM Solutions.

What is a StrataMax Portal Account?

A StrataMax Portal Account is the method of logging into the Portal. You can now manage all of your properties from one account. StrataMax Portal accounts are based off your email address, so you'll never have to remember your StrataMax ID again!

How do I get a StrataMax Portal Account?

Using your “StrataMax ID & Password”, click the "Create" button on the login screen. When you sign in you will be prompted to enter an email address and security information. You will require a valid email address to finalise your account. Once completed, you can log in using the email address entered for your StrataMax Portal Account.

I’ve used the StrataMax Portal before. Why do I now need to create a new account?

StrataMax™ is dedicated to ensuring the security around your strata documents and information is the best in the industry. This change reflects many security improvements, and opens the door for improvements in the future.

I co-own my property. Can my co-owner have their own account?

Yes co-owners can now be granted an individual login. To start this process, log into your account and navigate to "My Properties" under the “Manage Account” button (next to the "Logout" button). Select the "Add Co-Owner" button for the property you wish to share access for and follow the prompts.

How can I get help with the StrataMax Portal?

Download a copy of the StrataMax Portal User Guide. Alternatively you can also access this information from the “General Info, FAQ and Help” documents area.

Why can't I log in?

Are you logging in with your 8 digit StrataMax ID? If so, you need to follow the below link to the page and create a StrataMax Portal Account. Follow the prompts to activate your account. https://stratamax.com.au/Portal/UserSecurity/CreateUserAccount.aspx

Help! I can't remember my password?

You can reset your own password - follow the below link and follow the steps to reset your password.
https://stratamax.com.au/Portal/UserSecurity/RequestPasswordReset.aspx

Help! My StrataMax Passport isn’t working?

If you haven't upgraded your “StrataMax Passport” to a “StrataMax Portal Account”, follow the link below to the page and create a “StrataMax Portal Account”. Simply follow the prompts to activate your account.
https://stratamax.com.au/Portal/UserSecurity/CreateUserAccount.aspx

Help! I can't remember my StrataMax ID

We can try and help you recover this information. Click on the link below, and enter your email address. If this email address is held on record your StrataMax ID(s) will be emailed to you.
https://stratamax.com.au/Portal/UserSecurity/LocateStrataMaxId.aspx

Help! I can't remember the password for my StrataMax ID

If you've forgotten the password for your StrataMax ID, click on the link below and follow the instructions to reset your StrataMax ID Password.
https://stratamax.com.au/Portal/UserSecurity/ForgottenStrataMaxIdPassword.aspx

Who do I contact if I have forgotten my User Account Details?

Click on the link below and follow the prompts to request a password reset using your email address. Refer to “Request Password Reset” above.
https://www.stratamax.com.au/Portal/UserSecurity/RequestPasswordReset.aspx

I did not activate my User Account in time, what do I do now?

When you attempt to log in click on the link to send a new activation email.

Who do I contact if someone has shared access to my property however I want their access removed?

Any queries about shared accounts should be directed to LMM Solutions who will then forward any requests to StrataMax for removal of shared access. Shared Access will only be removed based on requests from managing agents.

I am a Committee Member, why do I not have access to Committee Reports?

Committee access to reports and documents will automatically be granted if the email address of your User Account matches the email address recorded in the Committee records of the roll. If the email address does not match, a committee member can request “Committee Access” to allow additional reports and documents. If there is no email address recorded in the Committee records however a mobile phone number is recorded, an SMS verification may be used. Note: Committee access can only be granted to one User Account for a lot. Once Committee access has been requested, no additional user accounts will be prompted to request access.

The report is not appearing when I click on the report name?

It is possible you have an issue with Popup Blockers within your internet browser. Please note the only browsers supported for the Invoice Hub or Owners Portal are Internet Explorer, Chrome, Firefox and Safari. Please view this link for more information: http://www.stratamax.com/PopUpHelp.aspx

I own additional lots and the manager may use StrataMax as their software provider; how do I find out what the StrataMax ID is?

1. Log onto your “User Account” and go to “My Properties”.
2. Click on “Forgot StrataMax ID”.
3. Enter your email address and click on submit.
4. An email will be sent to you detailing StrataMax ID’s that are assigned to lots that have your email address recorded within the roll.

How do I log into the Owner's Portal?

The Owners Portal is a great tool and an easy place to find documents relating to your development. Your password is provided to you when your development first comes onboard with LMM Solutions in the welcome pack of information. If you’ve misplaced or forgotten your password, please get in contact with us and we can arrange provide it to you.

What sort of documents will I find on the Owner's Portal?

There is a variety of documents on the portal ranging from meeting Minutes, development sit plans, House Rules and building reports such as your Sinking Fund Forecast Report.

How is my personal information kept secure on the portal?

StrataMax undertakes steps to secure personal information we hold by way of security such as encryption, firewalls, anti-virus software and login and password protection.

I have just moved into a unit plan and have never lived in a Strata development before. How will this be different?

There are a number of differences when living in a complex when compared to a standalone house. These differences range from maintenance responsibilities of the building to living in close proximity and having shared space with neighbours. Give us a call to discuss.

My neighbour has a dog that won't stop barking and I work nightshift. What can I do?

Residents are requested to report such incidents of disturbance to their Managing Agent. It is important that you identify the unit so your manager is able to address the issue appropriately.

Someone has dumped a vehicle in the visitor spot. How do we get rid of it?

Using the details of the vehicle, registration, make, model and colour, your Managing Agent will issue notices to owners and residents at the development to try and identify the vehicle owner. If the notices are not able to resolve the problem, a final notice is issued and a notice is placed in the paper with a date of removal. Should the vehicle remain after this time, it is then removed and disposed in accordance with legislated requirements.

How do LMM handle disputes between owners?

All Owners have the right to raise their concerns with the Managing Agent. We will assist in facilitating resolution between Owners and the Executive Committee through open and honest communication and thorough knowledge of the strata management legislation. We treat all owners with respect.

How do we resolve noise problems?

Ongoing disturbances should be reported to us. Unfortunately we’re unable to take action without such details as the unit number causing the disturbance, the type of disturbance, the frequency, time and date/s. Your Manager will then contact the offending unit in an attempt to resolve the matter. Should the disturbances continue – allowing time to rectify if required - the matter will be escalated and steps will be undertaken to resolve the issue.

Which Legislation and Regulations apply to my development in the ACT?

Depending on your development’s registration, you’ll find the main Acts governing community living are the Unit Titles Act 2001, the Unit Titles (Management) Act 2011, the Community Title Act 2001. See the resources section of this website.

Does our unit plan need to be registered for GST?

If the Owners Corporation annual earnings are less than $150,000 then there is no requirement to register for GST.

I have just become an member of the Executive Committee. What are my rights and obligations now?

There are a number of sections and code of conduct outlined in the Unit Titles (Management) Act 2011 that apply to Executive Committee members. If you’re unsure we’re happy to provide you with a quick fact sheet for role information and tips. See the resources section of this website.

Is there a code of conduct that applies to EC members?

Yes – as outlined in the Unit Titles (Management) Act 2011. See the resources section of this website.

Is there a code of conduct that applies to the Strata Manager?

Yes – as outlined in the Unit Titles (Management) Act 2011. See the resources section of this website.

Are EC members protected against legal action?

If the Owners Corporation insurance has Office Bearers cover selected then the Executive Committee members are covered up to that sum for decisions they have made in good faith to the Owners Corporation. Also, Owners Corporation insurance covers legal expenses up to a certain level. Please check the Certificate of Currency (insurance policy) for your development.

How do LMM arrange regular maintenance activities?

All maintenance works are undertaken in consultation with the Executive Committee.

Who is responsible for repairs and maintenance?

Depending on the location of the required works, this will affect who is responsible - be it the individual Owner or the Owners Corporation. Common property maintenance is generally the responsibility of the Owners Corporation unless damage (accidental or otherwise) was undertaken by a specific unit in which case the repairs can be charged back to the unit at fault.