16/07/2026
3 min
New research released this month by CHU, has found that strata professionals have a value visibility problem.
The CHU Strata Index, now in its second year, is a comprehensive national study of 1,000 strata owners across Australia examining their attitudes, perceptions, and behaviours.
The 2026 report found a strong correlation between customers’ sense of control and their satisfaction with strata professionals. For insurance providers, brokers and strata managers, building engagement with strata residents that restores a sense of control leads to happier, more satisfied customers who will engage professionals for a wider range of services.
Kimberley Jonsson, Chief Executive Officer of CHU Underwriting Agencies, said the report provides brokers and strata managers with a practical framework for understanding and communicating with the different owners they serve.
“There is a real opportunity here to give owners back a sense of control, helping them understand what’s required in strata living to make decisions with confidence.”
“This isn’t just about communication. It’s about engagement, bringing owners with us as active participants in their community. When they understand the impact of their decisions, from maintenance through to resilience and insurance, we see stronger, healthier buildings as the result,” she said.
The Control Paradox
The report revealed that a perceived lack of control is a factor in three of the top four sources of dissatisfaction with strata living, and that retaining control is one of the main reasons cited among self-managed schemes for not using a strata manager.
However, the report also found that strata residents who used more services from strata professionals were the most satisfied (82% vs 57% among the least engaged) and felt more in control. They are the most likely to recognise the value of professional advice, and the most receptive to a broader range of services.
Ms Jonsson adds that the challenge to all strata professionals is to help schemes tackle their pain points head-on to build satisfaction.
“The research shows that schemes made up of individuals who are engaged in solving challenges their building faces will be more satisfied with, and be willing to pay for, professionals who can help them navigate those challenges, and will feel more in control of their scheme as a result. For example, we still find that only 2 in 3 strata schemes have a maintenance action plan. Maintenance is an area where strata professionals can prove their value. Demonstrating value in a visible way to a wide range of owners is the challenge for the industry.”
The gap between value and perception
Two in three respondents who had used a broker said they trusted them and believed they offered good value, yet nearly half had still purchased insurance directly.
The 2026 Index finds this is not driven by aversion to brokers, but by a lack of understanding of what brokers do.
Half of the owners surveyed were confused about the broker’s role, with many incorrectly attributing strata manager responsibilities, such as coordinating maintenance and managing scheme finances, to their broker. That confusion directly impacts perceived value across all three owner types.
When owners cannot clearly distinguish what a broker does from what their strata manager, insurance provider, or committee member does, the value of independent professional risk advice becomes harder to perceive, and harder to act on.
The index points to a clear opportunity. Brokers who embrace their role as strategic risk advisors are well placed to build stronger client relationships and grow their presence in a sector that will only expand as more Australians make strata their home.
NIBA’s research reinforces this opportunity. Complexity to Clarity: The Broker Advantage found that 95% of clients view brokers as critical to claims resolution, 84% trust brokers to act in their best interests, and 91% say brokers helped them achieve better business outcomes.
The index finds that successfully closing this gap will require communication strategies tailored to the different attitudes of strata owners.
Three distinct owner types
The 2026 Index identifies three distinct owner profiles: Actives, Pragmatists and the Disengaged, each with different levels of knowledge, engagement and professional support needs.
Actives are the sector’s most informed and engaged owners, with an understanding of the complexity of strata insurance; they make confident risk-based decisions and actively recognise the value of professional advice. The Disengaged have the lowest knowledge base, the weakest trust in professional advice and the strongest need for simple, visible proof that the essentials are under control. Pragmatists are the practical middle.
A key finding for strata managers is that 64% of owners would prefer more frequent communication from their strata manager, highlighting a clear opportunity to strengthen engagement across all owner groups.
However, communication preferences vary significantly by owner type. Actives would respond best to detailed information and strategic context. Pragmatists would prefer practical reassurance that the scheme is operating effectively and core responsibilities are being managed. The Disengaged are more responsive to concise, accessible updates with clear actions and outcomes.
Joshua Baldwin, President of Strata Community Association (SCA) Australasia said “The research highlights that owners engage with strata in different ways and require different levels of support, confidence and information. Understanding those differences presents an important opportunity for the sector to improve engagement and help more owners participate meaningfully in the governance of their communities”.
“Strong owner engagement and professional management are not competing objectives. Together, they create better maintained buildings, more resilient communities and stronger long term outcomes for the millions of Australians who live in strata.”
Ms Jonsson added “The future of strata service provider value lies not just in helping owners purchase insurance and manage current building issues, but in helping them feel informed, supported and better prepared to determine the future of their communities.
The full 2026 CHU Strata Index, including practical guidance on engaging different owner segments, is available at https://chu.com.au/resource-hub/chu-strata-index-2026/.
