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/.

CHU, today announced the recipients of its inaugural Green Grant Program, awarding $50,000 across seven strata communities to bring resident-led sustainability and community-benefit projects to life.

The selected projects span five states and territories and reflect the breadth of action Australian strata communities are taking to create healthier, more sustainable communities. Recipients are recognised for their proactive action on initiatives ranging from rooftop solar and apartment electrification to community gardens, composting, native habitat restoration and recycling programs that give back to those in need.

“These projects are proof of what strata communities can achieve when residents come together with a shared goal,” said Kimberley Jonsson, Chief Executive Officer of CHU.

“From a Brunswick building electrifying its hot water, to a community in the ACT turning recycling into fresh meals for people in need, every recipient is making a real difference.  

“So often, initiatives like these offer long term benefits to communities, but require significant upfront investment that can be difficult for owners to fund. Supporting these projects is central to our commitment to a healthier, more resilient and more sustainable strata communities across Australia.”

Launched in 2025, the Green Grant Program is open to policyholders of CHU’s Residential Strata Insurance to help bodies corporate and Owners Corporations fund initiatives that reduce their environmental footprint, improve energy efficiency and strengthen community wellbeing. Applications were assessed by a CHU panel against the program’s Environmental, Social and Governance (ESG) criteria.

The Green Grant Program builds on CHU’s broader sustainability commitments, including its role as a signatory to the Strata Community Association’s Sustainability Charter and its adoption of the United Nations Sustainable Development Goals. CHU remains committed to partnering with strata communities and industry stakeholders to improve climate resilience and deliver a more sustainable future for strata living in Australia.

The 2026 CHU Green Grant recipients are:

The full list of recipients can be found at CHU’s Green Grant web page here.

Applications for the next round of the CHU Green Grant Program will open later in 2026.

Pressure Reducing Valves (PRVs) play a critical role in managing water pressure within strata buildings. Failures of these devices can result in significant water damage, financial loss, and operational disruption.

Several recent cases of bursting PRVs highlight an emerging risk for property owners, and understanding the risks associated with PRVs is an important part of maintaining building resilience.

Why Pressure Reducing Valves Matter

PRVs regulate incoming water pressure to safe levels, protecting plumbing systems, fixtures, and appliances. When functioning correctly, they help prevent:

However, when PRVs fail from rupture or bursting, the result can be rapid and extensive water damage.

What risk factors can lead to PRV failure

While PRVs are generally reliable, several factors can increase the likelihood of failure:

1. Incorrect Installation

Manufacturers typically specify that PRVs:

Non-compliant installation can lead to:

Over time, this can accelerate wear and tear and increase the risk of failure.

2. Environmental Conditions

PRVs are often installed in concealed or hard-to-access areas such as ceiling voids.

In these environments:

These factors can contribute to the gradual deterioration of performance. A lack of routine inspection or servicing, often due to limited access, can allow minor issues to escalate into a failure.

4. Amplified risk in large buildings

In multi-residential or strata buildings, PRVs are often installed in large numbers, sometimes multiple per lot.

This creates compounding risk:

These risk factors can ultimately lead to reduced performance, leakage and in severe cases, rupture or bursting.

Practical Steps to Reduce Risk

To strengthen building resilience and minimise the likelihood of failure, consider the following actions:

✔ Verify Installation Compliance

✔ Conduct Regular Inspections

✔ Improve Accessibility

✔ Monitor Patterns

✔ Plan Preventative Maintenance

Case Example

A recent strata property highlighted how these risks can materialise in practice. A water damage claim exceeding $141,000, with a $20,000 excess, was linked to the failure of a pressure reducing valve, with multiple similar failures previously recorded within the same building. The property contained hundreds of valves installed across numerous lots, amplifying the impact of recurring issues. The investigation identified installation positioning—incorrectly installed upside down within ceiling voids— as the likely cause of the failure. The building was over 5 years old and the warranty on the PRVs had expired. This example demonstrates how installation practices, when repeated at scale, can lead to systemic risk and significant financial exposure.

Take Action Now

PRVs are relatively small components within a larger system, but their failure can have far-reaching impacts. Taking a proactive approach to installing, inspecting, and maintaining your PRVs may help prevent avoidable damage and strengthen your property’s resilience.

For more insights, contact CHU Building Resilience Services at [email protected] or call 1300 618 312.

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