Josh M

Hi,

This is something I've been thinking a lot about recently as my complex is about to appoint a new SM.

As a start I think some basic KPI's would be:

– Response times: 24 hours to acknowledge email correspondence or phone messages, including a time frame to respond in full to the issue. (Time frame must be reasonable depending on the nature of the issue.)

– Actioning of issues: Commence actions within 1 week of communication.

– Quote gathering and disseminiation to EC*: 2 weeks (perhaps 3 to 4 weeks for larger non-structural works)

– Commencement of works upon selection of quote*: 2 weeks or as early as the contractor can book the job in (perhaps this should be 2 weeks to have dates booked in to do the work rather than actually commencing the work?)

*- Urgent / critical issues, eg. complex hot water unit going out: Replace weeks in these points to days, ie. 2 days to get quotes.

– Complaints: Complaints regarding SM service must be fully responded to within 72 hours.

These are all high level at this point and probably need to be a lot more detailed to provide for specific but common issues.

Regards,

J.