Quick Answer
A strata manager is hired by your strata corporation to handle day-to-day administration, financial management, and bylaw enforcement—but ultimate authority rests with the elected strata council. Owners should direct requests through council or according to established protocols, understand what the manager is (and isn’t) responsible for, and maintain clear, respectful communication to resolve issues effectively.
What does a strata manager actually do (and not do)?
A strata manager handles the operational, financial, and communications tasks for your building, but decisions come from council. They collect fees, pay bills, coordinate repairs, keep records, and help enforce bylaws.
But they are not the “boss” of your strata—they act on council instructions. A manager can’t override a bylaw, approve renovations, or make major spending decisions without council authorization. Routine requests are their territory, but anything involving exceptions, fines, or policy shifts usually needs council input.
Common tasks handled by managers include:
- Issuing Form B and other documents
- Coordinating contractors and repairs
- Sending communication to owners
- Organizing AGMs/SGMs and taking minutes
For bylaw clarifications or disputes, owners may get more direct answers from the strata council.
How should owners contact or communicate with the strata manager?
Strata managers usually prefer written communication via email or the property management company’s portal for tracking and accountability. Always include your unit number, building address, and a clear subject.
Urgent issues (like a water leak) should use the property manager’s emergency phone line, which is typically posted in the lobby or on your strata’s website. For all other concerns—bylaw questions, requests for repairs, or document requests—written correspondence is best.
When writing, be concise and specific. For example, "Light out in parkade, level 2 near elevator" is more actionable than "Lighting problem." This helps the manager prioritize and resolve issues more efficiently.
What should owners expect regarding response times and follow-up?
Strata managers typically handle multiple properties, so response times can vary, but most aim to acknowledge routine requests within a few business days. Emergency situations are prioritized and usually addressed immediately.
If you don’t hear back within a reasonable timeframe, a polite follow-up email referencing your previous message is appropriate. Some managers confirm receipt but need council input before acting, so patience may be needed for issues requiring decisions.
If a manager consistently fails to respond or resolve matters, you can escalate to the strata council, especially for ongoing or safety-related concerns. Persistent issues may require formal communication or even council intervention.
What decisions can the manager make on their own versus council approval?
Strata managers can authorize routine maintenance, emergency repairs, and act within the budget set by council, but major financial decisions or policy exceptions require council approval.
Examples of manager-only decisions:
- Arranging minor repairs (e.g., fixing a door or faucet)
- Issuing standard forms or letters
- Enforcing clear-cut bylaw breaches (like noise complaints)
Council approval is needed for:
- Special levies or large expenditures
- Bylaw amendments or exceptions
- Granting renovation approvals or exemptions
For more on the boundaries between manager and council, see How to Work Effectively With Your Strata Council as a BC Owner.
How can owners get strata records or financial information from the manager?
Owners are entitled to a variety of strata records, including minutes, financials, and bylaws, and requests are typically processed by the strata manager. Send a written request specifying the documents you want (and the time period) to the manager, and expect to pay a fee for copies.
The manager coordinates fulfilling these requests under Section 35 of the Strata Property Act, but may need to consult council for sensitive or confidential records. They are required to respond within a set period, but always verify current timelines.
For a detailed process and tips on interpreting documents, check Understanding Section 35 Records: A BC Strata Owner’s Guide to Accessing Building Information or consider using SearchStrata to simplify large document reviews.
Frequently Asked Questions
What’s the difference between a strata manager and strata council?
A strata manager is an external professional hired to handle administrative and operational tasks, while the strata council is an elected group of owners who make decisions for the strata corporation. The manager acts on the council’s instructions.
Can the strata manager approve renovations or alterations?
No, the strata manager cannot approve renovations or alterations on their own. These requests require council review and approval according to your strata’s bylaws and policies.
Who should I contact for a building emergency after hours?
For emergencies, contact your property management company’s 24/7 emergency line, which is usually posted in common areas or on your strata’s portal. The manager will coordinate an appropriate response.
How do I escalate a complaint if the manager doesn’t respond?
If repeated attempts to resolve an issue with the manager fail, escalate the matter to your strata council in writing, describing the issue and your previous efforts to contact the manager.
Can owners hire or fire the strata manager?
Owners themselves don’t directly hire or terminate the strata manager; these decisions are made by the strata council, with input from the ownership at general meetings if required.
Conclusion
A well-run building depends on clear boundaries and open channels between owners, council, and the strata manager. Understanding what your strata manager is responsible for—and what requires council decision—makes your requests more effective and helps the whole community run smoothly. If you’re swamped by minutes, financials, or want to interpret records more easily, tools like SearchStrata can help you stay informed and save time.
