How to Improve Communication in an Owners Corporation

In most strata schemes, communication is constant. It occurs every day through the routine workings of the Owners Corporation (OC) and the Committee.

Despite this, communication remains one of the most common sources of tension. The issue is rarely whether communication is occurring, but how it is understood and received over time.

This article serves as a practical guide to improving communication within strata governance and supporting the effective operation of a building.

Key Takeaways:

• Most communication issues arise from unclear or inconsistent messaging, not a lack of information. Clear roles and defined communication channels help avoid misunderstandings.
• Proactive, regular updates build trust and reduce uncertainty. Clear, well-managed meetings and plain-language communication keep members informed.
• Effective communication is a shared responsibility. When Committees, strata managers and OC members engage through proper channels, governance runs more smoothly.

Why communication breaks down in strata communities

Communication breakdowns rarely have a single cause.

More often, they develop through a combination of unclear governance structures and inconsistent communication practices between the OC and the Committee.

Common contributing factors include:

• unclear roles and responsibilities across the OC, Committee and strata manager
• inconsistent or infrequent updates on decisions and building matters
• reliance on informal or ad hoc communication rather than established channels
• limited transparency around Committee decisions
• OC members feeling excluded from decision-making processes

When these issues occur together, expectations can become blurred. Even routine decisions may then be misunderstood or questioned, creating unnecessary friction.

Practical ways to improve communication

Improving communication starts with setting clear processes and applying them consistently.

1. Set clear communication channels

Committees should clearly define how communication occurs and where official information is shared. This reduces confusion and helps ensure important information is not overlooked.

Clear communication channels should outline:

• how OC members can raise questions or submit matters for consideration
• where official notices, updates and documents are distributed
• which matters require formal written communication or resolutions

Using consistent channels supports transparency, accountability and accurate record keeping.

2. Communicate regularly not just when there’s a problem

A lack of communication often creates uncertainty. Regular updates help reassure members that matters are being actively managed, even when no major issues arise.

This may include:

• progress updates on ongoing matters
• notices about upcoming works or key dates
• summaries of recent Committee decisions

Regular communication helps manage expectations and reduces unnecessary follow-ups.

3. Provide clear and plain language updates

Strata decisions can involve legal, financial or technical considerations. Wherever possible, updates should be clear and accessible.

Clear communication should:

• avoid jargon and overly technical language
• explain the reasoning behind decisions
• outline how members are affected and what happens next

These explanations reduce confusion and support informed participation.

4. Improve meeting communication

Meetings are a key communication mechanism. Their value depends on preparation and follow-through.

Good meeting communication includes:

• circulating agendas in advance
• encouraging respectful and structured discussion
• sharing accurate minutes promptly
• clearly identifying resolutions, next steps and responsibilities

This supports transparency for all members, including those unable to attend.

5. Encourage two-way communication

Communication should not be one directional. Members are more likely to engage when their input is acknowledged and respected.

Committees can support this by:

• inviting questions or submissions through formal channels
• acknowledging concerns, even when immediate outcomes are not possible
• setting realistic expectations around response times

Listening to members supports stronger cooperation and better governance outcomes.

Roles and responsibilities in communication

Clear communication depends on each role within the strata framework understanding its responsibilities and operating within appropriate boundaries.

The Committee’s role

The Committee acts on behalf of the OC and sets the tone for how communication is managed.

This includes:

• communicating decisions consistently and fairly
• acting transparently and professionally
• representing the interests of the OC as a whole
• avoiding selective or informal information sharing

Clear and impartial communication helps maintain confidence in Committee decision-making and supports sound governance.

The role of the strata manager

A strata manager supports communication by providing structure, consistency and professional administration.

This may include:

• distributing notices and official correspondence
• maintaining accurate records and documentation
• assisting with meeting administration and compliance
• providing neutral and professional guidance

While the strata manager supports the communication process, responsibility for decisions remains with the OC and the Committee.

Common communication mistakes to avoid

Even with good intentions, certain practices can undermine communication.

This often occurs when responses are delayed, decisions lack clear explanation or information is shared without sufficient context.

Communication can also suffer when personal disagreements influence how matters are handled or when important discussions rely on informal conversations rather than established channels.

Avoiding these pitfalls helps build trust and supports clearer engagement across the scheme.

How OC members can support effective communication

Communication within a strata scheme is a shared responsibility.

OC members play an important role by engaging through established communication and governance channels and by participating in formal decision-making processes.

Staying informed through shared updates and meeting minutes, attending general meetings where possible and raising matters clearly and constructively all contribute to more productive communication.

Recognising the role and responsibilities of the Committee also helps support respectful and cooperative engagement.

Active participation from OC members supports clearer communication and better outcomes across the scheme.

Building better communication in strata communities

As communication is part of everyday strata management, even small improvements can have a meaningful impact over time.

While Committees and OC members each play a role, the right strata manager can support these efforts by bringing structure and consistency to how communication is handled.

If your OC is ready for communication that is clearer and more structured, StrataQuote can connect you with one whose approach supports those expectations.