Less about corporate, more about people.
At Owners First, we’re less about corporate, more about people. This charter is not only our promise to you that we will maintain your property’s integrity to the highest standard, it’s also our promise that we will always live up to our name—by putting you first.
Our promise to you.
The Owners First Body Corporate Customer Service Charter
At Owners First, we’re less about corporate, more about people. This charter is not only our promise to you that we will maintain your property’s integrity to the highest standard. It’s also our promise that we will always live up to our name — by putting you, our customers, first.
Under the charter we promise to:
- Visit your property at least four times a year (quarterly)
- Greet you courteously and identify ourselves by name whenever you contact us
- Communicate in plain language and provide information that is concise and accurate
- Listen carefully and conduct ourselves professionally at all times
We will endeavour to:
- Respond to all communications (phone & email) the same day, or, if that’s not possible, within 48 hours
- Follow up within three working days with a progress report or a resolution if your query was not resolved during initial contact
- Organise your Annual General Meeting within a maximum of three months from the end of financial year (or as agreed with committee)
- Arrange repairs and maintenance within two working days (immediately where required and possible)
- Supply minutes of all meetings within 14 working days
- Review contracts and service providers annually to ensure your OC is receiving the best service at the best possible price
- Handle your debt collection issues promptly, fairly and effectively
Above and beyond to ensure the needs of owners were met...
Having owned my property for over 6 years, I have over this time had to deal with a number Body Corporate Managers and Owners First, by far, has been the easiest to work with in my role as Secretary of an Owners Corporation.
Owners First went above and beyond to ensure the needs of owners were met, the building was kept in good condition and work was completed to a high standard. I never felt the need to have to follow up matters, or query things, such is the competency of Owners First.
Always one step ahead...
We find Owners First to be an organised, co-operative and efficient operator. It is always a pleasure to deal with the Company under all circumstances. The team possess excellent communication skills and have a rapport with all staff at Rosehill Plumbing. Owners First is always one step ahead and proactive in every task they undertake.
Completely turned around a bad situation...
During Owners First’s time at the Pentridge estate, the Committee started to see some real progress and improvement with a number of issues including billing and ongoing costs. Owners First completely turned around a bad situation and poor experience into a positive and collaborative one. Owners First worked closely with the Committee and provided guidance and a service level expected.
The ability to maintain effective, harmonious communication...
I deal with Owners Corporations on a daily basis. I know Owners First to be professional, with the team having the ability to maintain effective, harmonious communication between all parties. Owners First is a proactive OC Manager with a vast understanding of all aspects of Owner Corporations.
No issue was too daunting
…Owners First took over management of the complex and we noticed a significant improvement in communication, knowledge and action.
Better communication enabled us to make decisions based on sound practical knowledge. But what was most impressive was Owners First’s willingness to listen to our suggestions and to source out alternative solutions. It seemed that no issue was too daunting, with Owners First rectifying many ongoing issues – some small e.g. hand rails, bike racks, and some large such as extensive water damage and external rendering of a major section of the complex.
Owners First’s knowledge, work ethic and excellent communication skills are all valuable assets when selecting a Body Corporate to manage any complex. I have no hesitation in recommending the Company.