Key success factors of building management in large and dense residential estates

Headnote

Abstract

Purpose - Identifies major issues related to building management in the context of large and dense residential estates. Aims to understand the relationship between the owners and the building management company and determine the keys to success for building management in large and dense residential estates.

Design/methodology/approach - Field interviews are conducted with the management committees of three residential estates. Semi-structured questions are asked. A model of service quality is applied in the context of building management.

Findings - A framework of the context of building management is constructed. The relationship among the management committee and the building management company is a partnership. Guidelines for narrowing possible service gaps in the process of building management are proposed. Key success factors of building management are identified.

Research limitations/implications - The sample size is small. This study reflects the field practice of outsourced building management of a few large and dense residential estates in Hong Kong. Further validation is necessary elsewhere.

Practical implications - This is a useful source of information for building owners and service providers to effectively implement building management.

Originality/value - The context of building management is graphically represented. The gap model of service quality is applied in the study of the process of service delivery of building management.

Keywords Buildings, Outsourcing, Maintenance, Quality

Paper type Case study

Introduction

Out of 38,400 private multi-storey buildings in Hong Kong, 27,400 (or 71.4 percent) have owners' corporations served by some form of management company (Housing, Planning and Lands Bureau, 2003). The challenge of building management varies depending on size, high rise or low rise, age of building, design and the condition of the facilities.

In a multi-tenant property, the interests of the owners are represented by the owners' corporation. The owners' corporation is a legal entity formed under the Building Management Ordinance. The management committee (MC) is appointed by the owners to manage the owners' corporation. As the building management is usually outsourced to a building management contractor (contractor), the management committee is like the board of directors in a corporation and the owners are the shareholders.

For large and dense residential estates with an age in excess of 15 years, the complexity of building management and maintenance is expected to be among the...