Effective Complaint Handling for Strata Residential Property Managers

Authors

Yasmin Mohd Adnan
Zarita Ahmad Baharum
Abdul Ghani Sarip

Keywords:

Complaint handling, strata, framework, management

Synopsis

As Malaysia's cities grow taller, more people are living in strata properties such as apartments and condominiums. Yet managing these shared communities remains challenging, especially when handling resident complaints effectively and fairly.

This book explores how complaint management in Malaysia's strata housing can be improved. Based on data analysis, interviews, case studies, and international comparisons, it develops a practical, research-based Complaint Handling Framework for property managers, Joint Management Bodies (JMBs), and Management Corporations (MCs).

Readers will gain:
• A clear overview of strata living and Malaysia's regulatory framework.
• Insights into common types of complaints, supported by a Klang Valley case study.
• Clarification of the roles of developers, JMBs, and MCs under existing laws and regulations.
• An overview of current management practices and technology tools used in the industry.
• Key findings from surveys, site visits, and focus group discussions highlighting real operational gaps.
• Lessons from international best practices, including examples from Singapore and Hong Kong.
• Practical tools such as step-by-step complaint processes, models, and guideline templates.

With the help of diagrams, summaries, and clear comparisons, this book gives practitioners and policymakers both an overall understanding and practical guide for change. It provides a clear and forward-looking framework to help Malaysia develop strata communities that are efficient, transparent, and truly liveable—supported by responsible and accountable management.

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References

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Korea

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Ahmad, F.I. (2007). The Implementation of the Building and Common Property Act (2007) to overcome problems of maintenance and management of strata and the common property (Malay) paper presented at the Conference on Improvement of Delivery System-maintenance and management of real property.

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Alexander, A. A., & Muhlebach, R. F. (2016). Contemporary commercial real estate management. Journal of Property Management, 81(6), 36-38. Altmann, E. (2014). Multi-owned housing governance: owner committees and strata managers (Doctoral dissertation, University of Tasmania).

Anttila, E. J. A., Laine, H., & Syrjä, M. (1999). Measuring customer satisfaction in the building and real estate sectors. In Proceedings of a Joint Triennial Symposium CIB Commissions W65 and W55, with the participation of W92, W99, TG31 & TG35, Customer satisfaction: A focus for research & practice in construction, University of Cape Town, 5-10th September 1999, Volume 1 Construction process innovation (pp. 256-264).

Arditi, D., & Nawakorawit, M. (1999). Issues in building maintenance: property managers' perspective. Journal of Architectural Engineering, 5(4), 117-132.

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Published

1 June 2026

Categories

Copyright (c) 2026 Penerbit UTHM

Details about this monograph

ISBN-13 (15)

978-629-490-308-1

Physical Dimensions

How to Cite

Yasmin Mohd Adnan, Zarita Ahmad Baharum, & Abdul Ghani Sarip. (2026). Effective Complaint Handling for Strata Residential Property Managers. Penerbit UTHM. https://monograph.uthm.edu.my/index.php/penerbituthm/catalog/book/607