Frequently Asked Questions

  • Our standard operating hours can vary depending on our Agreement with Owners Corporation. However, our standard operating hours are typically Monday to Friday - 8am to 4:30pm (excluding Public Holidays). We also have a 24/7 Emergency After Hours Line to assist.

  • Outside of our standard operating hours, BME Group have a 24/7 Emergency Service for all Clients to utilise as a standard service offering. Our After Hours/Emergency Team handles all of our After Hours/Emergency situations and are experienced in the Strata Industry. We utilise comprehensive system to manage, monitor & track any After Hours/Emergency situation that is fully equipped with all building-specific information. This gives our clients peace of mind that any problem that arises will be dealt with by BME Group with experience, care & detail.

     

    Our After Hours/Emergency Team will field the call, understand the situation & take prompt action to resolve the matter. If necessary, they will contact the Building Manager to determine if action is required, if the Building Manager needs to attend site, obtain further background information or obtain approval to take action.

     

    If the Building Manager does not answer/respond within 5 minutes (2x attempts), a member of our Leadership Team will be contacted.

  • Yes, our 1300 Emergency Number is active 24/7 (business hours & after hours) to operate as an additional safety net & peace of mind for our clients. Our number is 1300 263 820.

  • BME Group have various company policies that we abide by. You can view these policies on our website.

    These include:

     1.     Quality Policy

    2.     Safety Policy

    3.     Environmental Policy

    4.     Privacy & Data Security Policy

    5.     Staff Code of Conduct Policy

    6.     Client Code of Conduct Policy

    7.     Zero Tolerance Policy

  • Yes, BME Group is a sole-owned & operated for company, operating since 2009. We believe this is crucial for independence, transparency & ethical operating standards.

  • BME Group have a unique business model that centres around our 8x office locations throughout NSW & QLD:

    1.     Sydney CBD – Head Office

    2.     Wentworth Point

    3.     Wentworth Point

    4.     Hurstville

    5.     Waterloo

    6.     Pymble

    7.     Caringbah

    8.     Surfers Parade

  • BME Group are proudly established in both New South Wales & Queensland.

  • BME Group utilise a specialist third-party compliance partner to conduct compliance checks on all contractors we utilise on an annual basis, as well as an initial audit/induction for any new contractors we utilise. We ensure all contractors are licensed, insured and obtain the required safety documentation. We also provide an initial induction process to clarify BME Group’s expectations for working on BME Group buildings & facilities.

  • We have a team of Relief Building Managers as well as an extended support team who cover for our staff should they take leave.

  • No, BME Group do not pay invoices for any services. BME Group are responsible for reviewing & approving invoices. However, it is the responsibility of the Strata Manager to make payment of all invoices.

  • The Building Manager reports to the Strata Committee of the Owners Corporation. We also collaborate with the appointed Strata Manager. In addition to this, each of our staff have an appointed Account Manager (Supervisor), who they report to from a company level.

  • The Building Manager communicates with all stakeholders & suppliers of our buildings and includes the Strata Committee, Owners, Tenants, Agents & Contractors. We communicate in a variety of ways such as email, phone calls & text, in-person, through the Building/Community Management Software, our Building Management Reports & broadcasts.

  • BME Group provide our buildings with a Monthly Building Management Report which provides updates on various items such as Repairs & Maintenance matters, by-law compliance, tabling of quotations, seeking approval & other general discussions. Our reports are in a ‘traffic light’ format, with images, status updates & other information.

  • BME Group provide each building with an email address, mobile phone number, office phone number & a 1300 Emergency phone number.

  • BME Group allocate a dedicated Account Manager (Supervisor) to each of our buildings, Building Managers & Clients. Our Account Managers are experienced in the field and play an important role in our overall service as they are responsible for the daily management of our Team. They are the first point of contact for our Team & Clients to provide timely assistance, support advice, guidance & direction.

     

    Our Account Managers also attend site frequently, liaise with the Strata Committee, review our Monthly Building Management Reports as well as the Online Building/Community Management Software to assess our Team’s performance with regards to our KPI’s.

     

  • Clients can contact the appointed Account Manager (Supervisor) as they are the first point of contact for our Team & Clients to provide timely assistance, support advice, guidance & direction

  • If the Building Manager exceeds the weekly hours, we can provide additional hours/time if it is a reasonable urgent requirement & within our expenditure threshold. Alternatively, we can notify the Strata Committee to seek approval.

     

    If additional hours/time is required on an ongoing basis, we can provide a proposal to increase the hours allocated to the Building Manager.

  • The handover & onboarding process is often a simple process and one that BME Group are specialists at coordinating due to our vast experience. We have our own Onboarding Team who utilise various detailed checklists to track progress & increase transparency. We will obtain all necessary documentation, building-specific information & data from the Building/Community Management Software from the previous company, as well as other strata documentation from the current Strata Managing Agent.

     Our Onboarding Team will also conduct a comprehensive site inspection & report to audit the condition of the property in the initial stages which will create a ‘to-do list’ & list of priorities for the future.

  • Our expenditure threshold/limit can vary depending on the terms and conditions of our Agreement with the Owners Corporation. However, generally, BME Group have an expenditure threshold of $1000.00 (excluding GST). For expenses outside of this, we are required to obtain approval from the Strata Committee.

  • Yes, all BME Group staff wear uniforms so we are easily identified & are presentable for our clients.

  • BME Group undertake various types of training for all staff members including both proactive & reactive training sessions - these are conducted in-person, via videoconference & webinars or at our Quarterly Team Conferences.

    Additionally, BME Group utilise a comprehensive Training Manual equipped with 25 Training Modules. We also conduct other types of training with third-party providers to ensure we are up to date with industry changes & updates.

  • Yes, BME Group have a separate Consulting Division called Strata Consulting Solutions Australia (SCSA) that provides specialist consulting services such as Project Coordination, Asset & Maintenance Management, Building Reports & Audits, Defect Management & Sustainability.

  • A Building Manager has a diverse role, where we oversee repairs & maintenance, day-to-day operations of a building, managing by-law compliance, coordinating contractors, delivering customer service to our clients & providing valuable input & recommendations.

  • The Building Manager is primarily based onsite to oversee the day-to-day functions of a building including repairs & maintenance, contractors, resident needs, safety, security & the operation of essential building equipment.

    While the Strata Manager typically operates offsite and oversees the administrative functions of a building including the legislative requirements of strata schemes, financial & budget requirements, payment of invoices, obtaining insurance & assisting with legal matters.

  • The Building Manager is responsible for overseeing the common property which can include the communal areas, plant equipment, essential services, assets & shared facilities.

  • The Building Manager is not typically responsible for rectifying internal defects. Residents should report Internal lot defects directly to the builder & warranties should be directed to the original manufacturer or supplier.  

  • Building Managers are responsible for maintaining & repairing common property only. Internal repairs are the responsibility of the Owner. If you are a Tenant, repairs should be reported to your Property Manager/Agent.

     However, there can be some ‘grey area’ in Strata, so it is best for you to seek confirmation from your Building Manager if you are unsure.

  • For maintenance requests or defects relating to common property you can report/lodge these to your Building Manager via the Building/Community Management Software, email or phone call.

  • There are various type of renovation applications and have different approval processes. Cosmetic works generally don’t need approval, minor renovations need Strata Committee approval, and major renovations require Owners Corporation approval at a General Meeting.

     It is best to obtain advice regarding your renovation from the Strata Manager prior to commencing any works.

  • Additional keys & access devices can be ordered through your Building Manager at a cost determined by the Owners Corporation. Depending on the access control system or keying system, you may need approval. Therefore, it is best to contact your Building Manager for further information.

  • Engaging a Building Manager provides professional oversight and management of a building, ensuring that the property is well-maintained and compliant with regulations. They handle day-to-day operations, including safety protocols, repairs, and resident communication, which helps prevent issues, minimises disruptions and enhances the overall living or working environment. Additionally, our expertise can identify potential cost-savings, increase the property's value and appeal, offering peace of mind to property owners and residents.

  • We create a tailored proposal by assessing our clients’ needs and performing an on-site evaluation of your building’s maintenance and management requirements. We will provide you with a recommendation/s for the ideal number of hours you need a Building Manager for. If you would like to proceed with BME Group, we will provide you with an Agreement/Contract. From there, and the Owners Corporation will resolve to appoint BME Group as a General Meeting.

  • The Building Manager will work closely with the Strata Manager & the Fire Safety Contractor. We will coordinate the onsite requirements of the certification renewal process including liaising with the contractor, assisting with access to common areas & individual lots, obtaining quotes & overseeing rectification works. From there, the Strata Manager will sign off on the certification process & submit it to the relevant authorities.

  • Yes, BME Group have facilitated several energy efficiency solutions & initiatives across our buildings where we have worked with relevant suppliers to identify cost saving & energy efficiency solutions to deliver great outcomes for our customers.

  • BME Group will only manage a building if a reputable Building/Community Management Software is utilised to ensure operations are streamlined & transparency is assured. We have worked with many software providers and can assist Clients to make the right decision.