{"id":6418,"date":"2026-01-12T03:02:01","date_gmt":"2026-01-12T03:02:01","guid":{"rendered":"https:\/\/i4tmaintenance.com\/au\/?p=6418"},"modified":"2026-01-21T09:29:33","modified_gmt":"2026-01-21T09:29:33","slug":"which-kpis-matter-for-strata-property-maintenance","status":"publish","type":"post","link":"https:\/\/i4tmaintenance.com\/au\/which-kpis-matter-for-strata-property-maintenance\/","title":{"rendered":"Which KPIs Matter for Strata &amp; Property Maintenance?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"6418\" class=\"elementor elementor-6418\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-568931e e-con-full e-flex e-con e-parent\" data-id=\"568931e\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-c4047b5 e-con-full e-flex e-con e-child\" data-id=\"c4047b5\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cb66918 elementor-widget elementor-widget-heading\" data-id=\"cb66918\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">TL;DR<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dcbafda elementor-widget elementor-widget-text-editor\" data-id=\"dcbafda\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">If you only track 10 maintenance KPIs for strata, make them these:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Work order response time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Time to completion<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">First-time fix rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Repeat work rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Preventive maintenance (PM) completion rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Overdue PM count and which assets are affected)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Emergency vs planned work ratio<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Maintenance cost per lot or per m\u00b2<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Quote-to-approval cycle time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Vendor performance score for quality, speed, and compliance<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">If you\u2019re already collecting these, even imperfectly, you\u2019re ahead of most portfolios.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af074cd elementor-widget elementor-widget-text-editor\" data-id=\"af074cd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">If you manage strata maintenance long enough, you\u2019ll notice a funny pattern: the buildings that run smoothly usually aren\u2019t \u201clucky\u201d. They\u2019re measurable. Someone is tracking the right maintenance KPIs, spotting problems early, and nudging the system back into shape before it turns into a week of emergency callouts and unhappy residents.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the flip side, when a building feels chaotic, it\u2019s rarely because the team doesn\u2019t work hard. It\u2019s because nobody can clearly answer questions like:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are we responding fast enough?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are we actually fixing problems, or just closing tickets?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are we doing enough planned maintenance, or living in reactive mode?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Which contractors are consistently reliable (and which are quietly hurting us)?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are costs rising because the building is ageing, or because our process is leaky?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That\u2019s what this guide is for. Below is a practical, strata-friendly set of strata KPIs you can track to improve outcomes, without turning your week into a reporting project.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-743deaf elementor-widget elementor-widget-heading\" data-id=\"743deaf\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why KPIs matter in strata maintenance \n\n\n\n\n\n\n\n\n\n\n\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9bae7db elementor-widget elementor-widget-text-editor\" data-id=\"9bae7db\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Most strata managers don\u2019t need more data. You need fewer numbers that actually influence decisions. The goal of strata KPIs isn\u2019t to produce pretty charts; it&#8217;s to run your maintenance like a well-managed system.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A good KPI set helps you reduce repeat issues and resident frustration, cut emergency callouts, improve contractor accountability, and spot risk before it becomes a compliance or insurance nightmare.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Where dashboards go wrong is when they track activity instead of outcomes. For example, \u201cnumber of work orders raised\u201d might show you\u2019re busy, but it doesn\u2019t prove the building is healthier. The trick is choosing a small group of maintenance KPIs that reflect speed, quality, prevention, cost, compliance, and supplier reliability.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Think of it like this: strata maintenance has three stakeholders that matter every day: residents, assets, and vendors. As a strata manager, your KPI set should cover all three.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s walk through them.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e608329 elementor-widget elementor-widget-heading\" data-id=\"e608329\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1. Work order KPIs\n\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-763af0f elementor-widget elementor-widget-text-editor\" data-id=\"763af0f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Work orders are the heartbeat of strata maintenance. If this part is messy, everything downstream gets messy too: vendor allocation, resident updates, invoicing, reporting. These maintenance KPIs help you see whether your system is coping or quietly drowning.<\/span><\/p>\n<p><b>Work order volume\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This KPI answers the question: how many new requests are coming in? Track it over time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It helps you identify seasonal patterns like storms, summer HVAC, and end-of-year wear. It\u2019s an early signal for building changes, such as ageing assets and tenant turnover, keeping committees grounded in reality.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The key is not to treat volume as \u201cgood\u201d or \u201cbad\u201d. Treat it as context. Pair it with quality KPIs to see whether increased volume is causing rushed fixes.<\/span><\/p>\n<p><b>Response time\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This is one of the most important strata KPIs because it\u2019s directly tied to resident trust. Even when a job can\u2019t be completed immediately, residents want to know they\u2019ve been heard.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This shows the time from request logged to assignment\/acknowledgment. It matters because fast response reduces complaint escalation, and also lowers \u201cchasing\u201d emails and calls.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The key is to separate the response time for urgent vs non-urgent jobs. Otherwise, urgent work hides slow handling of routine work.<\/span><\/p>\n<p><b>Time to completion\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This tells you how quickly issues are actually resolved. It reveals bottlenecks: approvals, vendor availability, access, and parts. It\u2019s a better indicator of service level than \u201cjobs closed.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can make it more useful by segmenting it by building, service category, and priority level.<\/span><\/p>\n<p><b>Backlog size and backlog ageing<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This is one KPI committees understand immediately.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Backlog ageing is where reputational risk starts. A small backlog with old jobs is often worse than a large backlog with fresh jobs<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">Two numbers you need to understand here are: how many jobs are open, and how long they\u2019ve been open.\u00a0<\/span><\/p>\n<p><b>Reopen rate\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">A reopened job usually means one of three things. The fix didn\u2019t work, the scope wasn\u2019t fully addressed, or the communication around what \u2018done\u2019 means was unclear.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Reopen rate is one of those quiet KPIs that often exposes bigger process issues.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c63aa60 elementor-widget elementor-widget-heading\" data-id=\"c63aa60\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2. Quality KPIs\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8a4fcf1 elementor-widget elementor-widget-text-editor\" data-id=\"8a4fcf1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Strata portfolios get expensive when the same issues come back again and again. Quality KPIs are the difference between maintenance that feels stable and maintenance that feels like a never-ending loop.<\/span><\/p>\n<p><b>First-time fix rate<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This measures the percentage of jobs resolved without a second visit or follow-up fix. It\u2019s important because it reduces vendor callouts and resident disruption. It\u2019s also one of the clearest indicators of workmanship and job scoping<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want a one-number quality KPI, this is it.<\/span><\/p>\n<p><b>Repeat work rate\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Repeat work rate is your reality check. It cuts through the \u201cticket closed\u201d illusion.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It the issue reopens in 30 days, it shows a short-term quality issue. If it reopens in 90 days, it shows a longer-term durability issue.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This KPI becomes powerful when you tag repeat work properly &#8211; same asset, same location, same fault type.<\/span><\/p>\n<p><b>Callback\/defect rate after completion<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This overlaps with repeat work but focuses more on jobs that require a correction.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It shines a light on poor scoping, rushed fixes, or vendor capability mismatches. It supports objective conversations about vendor performance.<\/span><\/p>\n<p><b>Resident satisfaction score<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This doesn\u2019t need to be fancy. A simple 1\u20135 rating after completion works well.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A resident\u2019s \u201csatisfaction\u201d is often 50% workmanship and 50% communication. It highlights buildings where expectations aren\u2019t being met, even if work is being completed<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you do collect this KPI, use it carefully. Don\u2019t punish vendors for things they can\u2019t control, like delayed approvals. Use it to spot patterns.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba8e914 elementor-widget elementor-widget-heading\" data-id=\"ba8e914\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3. Preventive maintenance KPIs: where savings actually happen\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-40e999e elementor-widget elementor-widget-text-editor\" data-id=\"40e999e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">If reactive maintenance is the tax, preventive maintenance is the investment. Most strata portfolios know this in theory, but the reality is: planned work gets pushed down the list until the building forces your hand.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why preventive maintenance needs measurable maintenance KPIs.<\/span><\/p>\n<p><b>Preventive maintenance (PM) completion rate<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This is simply scheduled PM tasks vs on-time completed PM tasks. It correlates strongly with fewer emergencies and longer asset life. It protects compliance and warranty conditions for many systems.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To make it strata-friendly, show a PM completion rate per building, and highlight exceptions on what\u2019s overdue and why.<\/span><\/p>\n<p><b>Overdue PM count\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">A single overdue PM on a critical asset can be more important than 25 overdue low-risk tasks. So don\u2019t just track \u201coverdue\u201d. Track what is overdue, and how risky it is.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Examples of \u201ccritical assets\u201d in strata include fire safety systems, lifts, pumps, backflow prevention, and access control\/security systems.<\/span><\/p>\n<p><b>Emergency vs planned work ratio<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This is one of the most important strata KPIs because it tells you whether the building is being managed proactively or constantly reacting.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A simple formula is: emergency jobs \u00f7 total jobs.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s important because emergency work is usually more expensive, disruptive and often done in a rush. Even reducing reactive work by a small percentage can make a big difference to budget and stress levels.<\/span><\/p>\n<p><b>Inspection completion rate\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Depending on the building, you\u2019ll likely have recurring inspection obligations like fire safety and other essential checks.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This KPI is about audit-readiness: Are required inspections completed and recorded on time?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Committees love this because it reduces fear. It\u2019s proof the building is being looked after.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2889d0 elementor-widget elementor-widget-heading\" data-id=\"c2889d0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4. Financial KPIs\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b40740f elementor-widget elementor-widget-text-editor\" data-id=\"b40740f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Financial reporting in strata is often where things get tense, especially when committees are watching budgets closely. The best financial maintenance KPIs don\u2019t just show totals; they show drivers.<\/span><\/p>\n<p><b>Maintenance spend vs budget\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">The easiest way to do this is compare monthly\/quarterly spend vs budget, plus a short explanation of variance. This keeps the story clear and helps committees understand whether overages are due to unavoidable failures or preventable reactive work.<\/span><\/p>\n<p><b>Maintenance cost per lot\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This KPI helps with building comparisons and trend tracking in the same building.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s not about shaming a building for being expensive. Older or more complex buildings cost more. The value is in seeing whether costs are rising faster than expected, and why.<\/span><\/p>\n<p><b>Cost by category<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Breaking down spending by service category helps you focus improvement efforts. You know exactly what, plumbing, electrical, lift, HVAC, security, or grounds is costing you more on maintenance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This not only highlights problem areas but also informs long-term capex planning.<\/span><\/p>\n<p><b>After-hours callout spend<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This one is a sleeper KPI. After-hours spend often reveals preventable issues like delayed maintenance leading to failures, access issues forcing late attendance, or repeated urgent classification because routine work wasn\u2019t scheduled.<\/span><\/p>\n<p><b>Quote value vs final invoice variance<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This is how you spot scope creep and poor quoting discipline. If invoices are consistently higher than quoted, this means scoping may be unclear, approval delays may be causing additional visits, or vendors may be under-quoting to win work.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This KPI is also useful for vendor performance conversations, because it brings objectivity.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0319a28 elementor-widget elementor-widget-heading\" data-id=\"0319a28\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5. Compliance &amp; risk KPIs\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ee05082 elementor-widget elementor-widget-text-editor\" data-id=\"ee05082\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">In strata, risk isn\u2019t theoretical. A missed compliance task can become an insurance issue, an audit issue, or a serious safety incident.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Good risk strata KPIs are simple and binary. They tell you when something is done or not done, and when a compliance is valid or missing.\u00a0<\/span><\/p>\n<p><b>Compliance completion rate<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This tracks whether essential compliance tasks are completed on schedule and recorded properly.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It protects residents and reduces liability. It helps with audits and committee confidence, and reduces scramble-mode when something is requested urgently.<\/span><\/p>\n<p><b>Supplier compliance rate<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This is about whether vendors have current licences, insurances, safety documentation, and inductions or site requirements.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">It reduces risk exposure for the owners corporation and prevents allocation delays.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Even if you don\u2019t publish this KPI externally, tracking it internally makes your process smoother.<\/span><\/p>\n<p><b>Incident and hazard reporting rate<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This KPI is less common but very useful for larger sites. It tells you how many hazards\/incidents are being reported, and whether they are being addressed.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s not about proving a building is \u201cunsafe\u201d. It\u2019s about proving hazards aren\u2019t ignored.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-72b4ff1 elementor-widget elementor-widget-heading\" data-id=\"72b4ff1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6. Vendor performance KPIs\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a58e31 elementor-widget elementor-widget-text-editor\" data-id=\"7a58e31\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">If you want to improve outcomes without working 20% harder, improve vendor performance. Vendors are a massive lever in strata maintenance; quality, speed, compliance, resident experience, and cost control all live here.<\/span><\/p><p><span style=\"font-weight: 400;\">The problem is that many strata teams rely on memory and anecdotes like \u201cThey\u2019re usually good,\u201d \u201cI feel like they\u2019re slow lately,\u201d and \u201cResidents keep complaining.\u201d<\/span><\/p><p><span style=\"font-weight: 400;\">KPIs make it fair and factual.<\/span><\/p><p><b>The core vendor performance metrics to track<\/b><\/p><p><span style=\"font-weight: 400;\">Here are the most practical <\/span><b>vendor performance<\/b><span style=\"font-weight: 400;\"> KPIs for strata:<\/span><\/p><p><b>On-time attendance rate<\/b><b><br \/><\/b><span style=\"font-weight: 400;\">Did they show up when they said they would?<\/span><\/p><p><b>Average time to complete<\/b><b><br \/><\/b><span style=\"font-weight: 400;\">How long do they take to close jobs, relative to others?<\/span><\/p><p><b>First-time fix rate<\/b><b><br \/><\/b><span style=\"font-weight: 400;\">Are they resolving issues properly?<\/span><\/p><p><b>Callback\/rework rate<\/b><b><br \/><\/b><span style=\"font-weight: 400;\">How often do their jobs require correction?<\/span><\/p><p><b>Quote turnaround time<\/b><b><br \/><\/b><span style=\"font-weight: 400;\">How fast do they provide quotes when needed?<\/span><\/p><p><b>Compliance completeness<\/b><b><br \/><\/b><span style=\"font-weight: 400;\">Are licences and insurance current and easy to access?<\/span><\/p><p><b>Job rating score<\/b><b><br \/><\/b><span style=\"font-weight: 400;\">A simple manager\/resident rating after completion.<\/span><\/p><p><b>How to score vendor performance <\/b><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-246728a elementor-widget elementor-widget-image\" data-id=\"246728a\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"632\" src=\"https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-55-1024x632.webp\" class=\"attachment-large size-large wp-image-6446\" alt=\"How to score vendor performance\" srcset=\"https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-55-1024x632.webp 1024w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-55-300x185.webp 300w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-55-768x474.webp 768w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-55-1536x948.webp 1536w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-55-2048x1264.webp 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-142c909 elementor-widget elementor-widget-text-editor\" data-id=\"142c909\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">You don\u2019t need a complicated scorecard. A simple weighted score works well:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">30% quality (first-time fix, callbacks)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">30% speed (attendance, completion time)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">20% compliance (docs current)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">20% communication\/ratings<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Even if you never show the \u201cscore\u201d to vendors, it helps you decide who gets more work, who needs coaching, and who should be replaced.<\/span><\/p>\n<p><b>When to coach vs replace<\/b><\/p>\n<p><span style=\"font-weight: 400;\">KPIs help you see patterns over time. Coach when performance dips temporarily, or the vendor is strong in one area but weak in another. However, you ned to replace when you observe repeated poor quality, frequent callbacks, unreliable attendance, or compliance issues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Most committees will support vendor changes when you can show the story with data.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-febc77d elementor-widget elementor-widget-heading\" data-id=\"febc77d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7. Communication KPIs\n\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-479abad elementor-widget elementor-widget-text-editor\" data-id=\"479abad\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Many maintenance complaints aren\u2019t really about maintenance. They\u2019re about silence. Residents can tolerate delays when they understand what\u2019s happening, when it\u2019s scheduled, and what the next update will be.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why communication belongs in your maintenance KPIs set.<\/span><\/p>\n<p><b>Jobs with no update in X days<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Track how many open work orders haven\u2019t had an update, in 3 days for urgent work and 7\u201314 days for non-urgent work.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This KPI predicts complaints before they happen<\/span><\/p>\n<p><b>Follow-up count per job<\/b><\/p>\n<p><span style=\"font-weight: 400;\">If you can track it, try to find how many times residents\/committee had to chase for updates.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A high follow-up count usually means unclear ownership, delayed approvals, and vendor communication gaps.<\/span><\/p>\n<p><b>Quote-to-approval cycle time<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This is the hidden bottleneck KPI.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A job can be \u201cslow\u201d due to allocation delay, slow quote or attendance, or slow approvals.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Tracking quote-to-approval time makes the delay visible without blame on managers, vendors or the committee.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9711c8a elementor-widget elementor-widget-heading\" data-id=\"9711c8a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">KPIs are your shortcut to calmer maintenance\n\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d9790b elementor-widget elementor-widget-text-editor\" data-id=\"0d9790b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The best strata KPIs don\u2019t just make reporting easier; they make maintenance calmer. When you track the right maintenance KPIs, you stop guessing, you spot repeat problems earlier, you reduce reactive work, and you hold suppliers to clear expectations through measurable vendor performance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And when committees ask the hard questions, \u201cWhy is spending up?\u201d \u201cWhy are residents unhappy?\u201d \u201cWhy is this job taking so long?\u201d You can answer with clarity instead of stress.<\/span><\/p>\n<p><b>Want to track the right maintenance KPIs without messy spreadsheets?<\/b><\/p>\n<p><span style=\"font-weight: 400;\">i4T Maintenance helps strata managers manage work orders end-to-end, from request handling and supplier allocation to work order tracking, resident communication, supplier compliance, invoicing, and KPI-ready reporting. If you\u2019d like, you can use i4T Maintenance to create a clean monthly dashboard that committees actually understand.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-04e5968 elementor-widget elementor-widget-heading\" data-id=\"04e5968\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">FAQs<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4aca374 elementor-widget elementor-widget-accordion\" data-id=\"4aca374\" data-element_type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-7841\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-7841\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What are maintenance KPIs?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-7841\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-7841\"><p><span style=\"font-weight: 400;\">Maintenance KPIs are metrics that show how well maintenance is being managed: speed, quality, cost, compliance, and planned vs reactive work.<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-7842\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-7842\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What strata KPIs should I track first?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-7842\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-7842\"><p><span style=\"font-weight: 400;\">Start with response time, time to completion, backlog ageing, PM completion rate, emergency vs planned ratio, and vendor performance.<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-7843\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-7843\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">How do I measure vendor performance in maintenance?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-7843\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-7843\"><p><span style=\"font-weight: 400;\">Track on-time attendance, completion speed, first-time fix rate, callback rate, compliance documents, and a simple job rating score. These are practical vendor performance measures.<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-7844\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-7844\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">How many maintenance KPIs should a strata manager track?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-7844\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-7844\"><p><span style=\"font-weight: 400;\">Usually, 10-12 core maintenance KPIs are enough. More often creates noise and extra admin.<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-7845\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-7845\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">How often should strata KPIs be reported?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-7845\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-7845\"><p><span style=\"font-weight: 400;\">Review KPIs weekly internally to manage the backlog, and monthly for committees to show trends, risks, spend, and vendor performance.<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<script type=\"application\/ld+json\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"What are maintenance KPIs?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span style=\\\"font-weight: 400;\\\">Maintenance KPIs are metrics that show how well maintenance is being managed: speed, quality, cost, compliance, and planned vs reactive work.<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"What strata KPIs should I track first?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span style=\\\"font-weight: 400;\\\">Start with response time, time to completion, backlog ageing, PM completion rate, emergency vs planned ratio, and vendor performance.<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"How do I measure vendor performance in maintenance?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span style=\\\"font-weight: 400;\\\">Track on-time attendance, completion speed, first-time fix rate, callback rate, compliance documents, and a simple job rating score. 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","rank_math_description":"Discover which KPIs matter most for strata and property maintenance to track performance, control costs and improve service outcomes.","rank_math_focus_keyword":"Maintenance,Strata,Which KPIs Matter for Strata & Property Maintenance?","footnotes":""},"categories":[10],"tags":[],"class_list":["post-6418","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-maintenance"],"_links":{"self":[{"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/posts\/6418","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/comments?post=6418"}],"version-history":[{"count":11,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/posts\/6418\/revisions"}],"predecessor-version":[{"id":6466,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/posts\/6418\/revisions\/6466"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/media\/6419"}],"wp:attachment":[{"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/media?parent=6418"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/categories?post=6418"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/tags?post=6418"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}