Resort News - Preferred Supplier Profile - BCS

Big enough to deliver, small enough to care By Trish Riley, Editor

Clearly confident of the breadth of expertise and financial backing provided by parent body, PICA Group, there is no denying that Body Corporate Services (BCS) can, in their own right, claim the position of the leading body corporate management company across Australia. Operating in Queensland, New South Wales and Victoria, BCS offers more than 40 years experience in providing professional strata and community title management; offering unparalleled resources, a dedicated team of professional strata managers and support staff, backed by robust administration and technology systems. Enabling a localised services offering, PICA Group boasts 31 local branch locations (10

in Queensland), in excess of 200,000 lots under management from Port Douglas to Melbourne and more than 700 employees – many of whom have undergone specialised training in conjunction with a federal government agency to achieve the Diploma of Strata accreditation along with further training with industry body Strata Community Association (SCA). With an insured value of almost $1 trillion, covering 2.6 million lots and directly employing 9000 people nationwide, the strata and community living sector is an important part of the Australian economy. Research papers support the phenomenal growth of this industry, with key findings showing that approximately 2.2 million people, or nine percent of the population live in apartments – and this is expected to expand rapidly with the number of approved new builds and growth of ‘land and house’ markets.

throughout Australia, so does our way of living. Our neighbours are no longer the people with whom we share our street, they are now the.people with whom we share our property.

Andrew Squires, Transition and new business manager

Given the very large number of lots and schemes along the eastern seaboard, BCS have developed offices where they have been needed – delivering a full range of services across a variety of property types including residential, commercial, resorts and mixed use. Partnering with the branches from Caloundra to Townsville, Andrew Squires, Transition and new business manager said: “As our urban landscape continues to change

“There are very few players that operate across all states and legislative jurisdictions, and the ability for BCS to inﬂuence a more national approach, even if it is just on an operational level, inevitably brings efficiencies and peace of mind. “Our core purpose is to ‘enhance community living’, right across the board. “We understand that effective body corporate management is not just about providing the committee with an understanding of compliance and legislation but also to look after the people who live and work in them. We aim to assist all stakeholders with expert guidance towards better outcomes and achieving solid working relationships.”

DECEMBER 2019

Commenting on the burgeoning growth of the industry and need for greater consistency, particularly on a legislative perspective, Jonathan Flannery, general manager, strata services Queensland for PICA Group said: “Due to the demands of modern living, houses are changing in size, shape and structure. With a population of 4.8 million, Queenslanders are looking to strata communities as a choice for more affordable and community-based living, with easy access to amenities, transportation and shopping precincts. The number of Queenslanders living in a body corporate building have grown rapidly over the last decade, with the figure approaching 10 percent. Within the next decade, the number of people choosing to live in a body corporate property is expected to triple. “It is estimated that the insured value of all residential bodies corporate in Queensland is over $1.92 billion. As such, it makes sense that these assets are protected by the Act (200,000

a local branch network and dedicated staff who live and work in the area. Each branch is made up of designated body corporate management teams - a strata manager assisted by a support team responsible for each scheme, ensuring efficient management, the easy transfer of information and the continuity of service at all times.

Jonathan Flannery, General manager, strata services Queensland

words that make up the body corporate and community management legislation), and that the associated industries involved with ensuring these communities stay safe, liveable and compliant are responsible for maintaining and growing these asset values. “Moving forward, legislation reform is key. As one of the largest members of the SCA, we have supported the

Peter Crogan, Head of customer experience for PICA Group

representations for property law reviews over the last decade, and it is encouraging to see recent movement on this front,” said Flannery. BCS’ size and reach belies their real strength however; the deliberate strategy of accessing the power of the group to offer security and protection for these multi-million dollar assets, but offering direct and personalised services through

Priding itself on the frequent improvement of processes to better satisfy customer needs, BCS provide the best expert advice and rates using a comprehensive database of body corporate specialists for banking, insurance and brokerage services, and responding promptly to all enquiries. This customer-centric approach is as ingrained as it is fundamental – to the extent that BCS even have a dedicated head of customer experience. Peter Crogan states frankly that he monitors customer interaction, in terms of both hard and soft services.

(07) 5449 1765

lagunapestcontrol.com.au

DECEMBER 2019

â&#x20AC;&#x153;We understand that effective body corporate management is not just about providing the committee with an understanding of compliance and legislation but also to look after the people who live and work in them

DECEMBER 2019

management company in Australia, BCS works closely with relevant industry bodies to actively raise the level of professionalism across the sector,” said Crogan.

“We address complaints with promptness, and respond in a polite and respectful way. We have also conducted regular customer surveys via third party research agencies, and utilise this information to continually improve our services through investment in people, processes and technology. “The nature of the industry dictates that a lot of our customer communication occurs when things aren’t going according to plan, but our procedures, and in fact, the entire company is committed to acting quickly and delivering solutions that make a difference. We are dedicated to providing an ethical, quality service that delivers the best level of management, support and guidance as possible. With a strong focus on streamlining efficiencies through

technology, BCS also provide customers with access to secure online portals that offer convenience for committees and registered owners to view full details of their building administration and finances, review invoices, pay levies and update their details from anywhere. Other services include convenient access to inhouse specialists and legal expertise, an

automated debtor management system, access to an extensive database of professional, compliance certified and fully insured contractors that ensure confidence and peace of mind against any work-related risks on site. “Innovation has always been a key organisational goal, and as the leading body corporate

“We support all initiatives towards further education, recognised industry accreditation and ongoing professional development. It’s important for all stakeholders to be assured of a certified code of conduct and for new comers to the industry to know that there are definitive career pathways to follow. “With legislative reforms on the horizon we believe that it’s more important than ever to achieve greater engagement and collaboration from the entire property sector, of which community living makes up a significant and increasingly more important part.”

DECEMBER 2019

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