{"id":6435,"date":"2026-01-19T05:01:50","date_gmt":"2026-01-19T05:01:50","guid":{"rendered":"https:\/\/i4tmaintenance.com\/au\/?p=6435"},"modified":"2026-01-21T09:44:30","modified_gmt":"2026-01-21T09:44:30","slug":"how-to-reduce-strata-complaints-in-30-days","status":"publish","type":"post","link":"https:\/\/i4tmaintenance.com\/au\/how-to-reduce-strata-complaints-in-30-days\/","title":{"rendered":"How to Reduce Strata Complaints in 30 Days"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"6435\" class=\"elementor elementor-6435\" 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\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\u2019ve ever had a resident ring you with that familiar mix of frustration and disbelief: \u201cI reported this last week, why hasn\u2019t anything happened?\u201d, you already know the real challenge in strata isn\u2019t <\/span><i><span style=\"font-weight: 400;\">maintenance<\/span><\/i><span style=\"font-weight: 400;\">. It\u2019s the experience of maintenance.<\/span><\/p><p><span style=\"font-weight: 400;\">Most complaints don\u2019t start because the building is falling apart. They start because someone feels ignored, left in the dark, or forced to chase. A minor issue turns into a major gripe when there\u2019s no acknowledgement, no timeline, and no visible progress. The frustrating part is that these complaints often have very little to do with the complexity of the job and everything to do with the <\/span><i><span style=\"font-weight: 400;\">process<\/span><\/i><span style=\"font-weight: 400;\"> around it.<\/span><\/p><p><span style=\"font-weight: 400;\">The encouraging bit? You can meaningfully reduce complaint volume in 30 days without reinventing your entire operation.<\/span><\/p><p><span style=\"font-weight: 400;\">When you tighten up work order management, communicate more consistently, and get ahead of seasonal triggers, residents notice quickly. Not because everything becomes perfect overnight, but because it becomes reliable, less \u201cWhat\u2019s going on?\u201d and more \u201cOkay, someone\u2019s on it.\u201d<\/span><\/p><p><span style=\"font-weight: 400;\">This is a practical, human, real-world guide to how to reduce strata complaints in a month, while improving tenant satisfaction and making strata maintenance feel calmer for everyone involved, including you.<\/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\">What \u201creducing complaints in 30 days\u201d really means\n\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;\">Let\u2019s set expectations properly: you won\u2019t eliminate all maintenance issues in 30 days. Buildings are living things; something will always need attention. But you <\/span><i><span style=\"font-weight: 400;\">can<\/span><\/i><span style=\"font-weight: 400;\"> dramatically reduce the number of follow-ups, escalations, and \u201cwhy hasn\u2019t this been done?\u201d messages.<\/span><\/p><p><span style=\"font-weight: 400;\">That shift happens when residents experience three things consistently:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">They get a quick acknowledgement\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">They get a clear next step and timeframe\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">They see a job closed out properly<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">When those basics are delivered, complaints fall away because people stop needing to chase.<\/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. Start with a complaint audit\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;\">In strata, complaints often feel like a constant drizzle; one here, one there, always something. But the moment you pull your last 30\u201390 days of requests into one view, you usually see patterns. The same corridor light fittings. The same garage gate that jams. The same leak reappears after heavy rain. The same bin room mess that triggers the same email every fortnight.<\/span><\/p><p><span style=\"font-weight: 400;\">This first step isn\u2019t about blaming anyone. It\u2019s about getting your arms around reality so you\u2019re not playing whack-a-mole all month.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">The fastest complaint reduction comes from fixing repeat offenders early, because you\u2019re not just solving one request, you\u2019re removing a recurring frustration that multiple people are experiencing.<\/span><\/p><p><span style=\"font-weight: 400;\">A quick audit also helps you spot seasonal patterns. In Australia, some problems reliably flare up at certain times; stormwater issues around summer downpours, mould complaints during winter, and air con grumbles during hot spells. If you can name those patterns, you can get ahead of them.<\/span><\/p><p><b>Quick audit checklist :<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Pull the last 30\u201390 days of maintenance requests and complaints.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Group them into 6\u20138 categories (leaks, lighting, access\/security, bins, pests, lifts\/HVAC, general defects).<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Highlight repeat locations and repeat issues.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Choose the top 3 complaint drivers for your 30-day focus.<\/span><\/li><\/ul>\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. Create a simple two-speed triage system so urgency feels fair\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;\">One reason strata complaints escalate is that urgency is subjective. To a resident, a broken door closer might feel \u201curgent\u201d because it slams all night. To a strata team, it may sit behind safety and water ingress. Without a clear triage system, residents assume their issue is being ignored, even when you\u2019re managing it responsibly.<\/span><\/p><p><span style=\"font-weight: 400;\">A two-speed triage approach helps you respond consistently and explain decisions calmly. It also helps your internal team allocate work faster, because you\u2019re not debating priority every time a new request lands.<\/span><\/p><p><span style=\"font-weight: 400;\">The key isn\u2019t creating a massive policy document. It\u2019s making sure everyone knows what counts as urgent versus routine, and what your response targets are. When you communicate that clearly, residents don\u2019t have to guess how the system works.<\/span><\/p><p><b>Simple triage guide:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Urgent:<\/b><span style=\"font-weight: 400;\"> safety hazards, water ingress, electrical issues, security\/access failures.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Routine:<\/b><span style=\"font-weight: 400;\"> general repairs, minor leaks, lighting, door hardware, and non-safety defects.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Planned:<\/b><span style=\"font-weight: 400;\"> preventative tasks and non-urgent works scheduled into maintenance runs.<\/span><\/li><\/ul>\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. Acknowledge fast, even if you can\u2019t fix it fast \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-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 you want the most immediate impact on complaint levels, this is it: respond quickly and kindly.<\/span><\/p><p><span style=\"font-weight: 400;\">People don\u2019t expect you to teleport a plumber to the site in ten minutes. But they <\/span><i><span style=\"font-weight: 400;\">do<\/span><\/i><span style=\"font-weight: 400;\"> expect you to acknowledge their message and tell them what happens next.<\/span><\/p><p><span style=\"font-weight: 400;\">A fast acknowledgement does two powerful things. First, it reassures residents that their request didn\u2019t vanish into a black hole. Second, it reduces follow-ups, because the resident isn\u2019t left wondering whether they should email again.<\/span><\/p><p><span style=\"font-weight: 400;\">The trick is to keep acknowledgements warm but realistic. Overpromising creates bigger complaints later. A simple \u201cwe\u2019ve got it\u201d message, plus a realistic timeframe for the next update, is often enough to lower tension dramatically.<\/span><\/p><p><b>What a good acknowledgement includes:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Confirmation that you received it<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What is the next step going to be (triage, allocating a supplier, requesting access)<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">When they hear from you next<\/span><\/li><\/ul>\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. Standardise request intake so jobs don\u2019t stall on missing basics\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-00081e6 elementor-widget elementor-widget-text-editor\" data-id=\"00081e6\" 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;\">It\u2019s hard to explain this to residents without sounding defensive, but a surprising number of delays come from missing details.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">\u201cThe light is out\u201d sounds simple, until you realise there are twelve lights in that corridor and the contractor needs to know which one. \u201cIt\u2019s leaking\u201d is useful until you don\u2019t know if it\u2019s a ceiling leak, a balcony leak, or a pipe leak.<\/span><\/p><p><span style=\"font-weight: 400;\">If you collect the right info upfront, you stop the slow email ping-pong that turns small maintenance into big frustration. This is where good work order management shines: it creates a consistent intake process so every job starts with enough detail to move.<\/span><\/p><p><span style=\"font-weight: 400;\">This also helps suppliers. The clearer the request, the more likely the right trade gets sent, with the right expectations and the right tools. That reduces failed visits and \u201cwe need to come back,\u201d which residents absolutely hate.<\/span><\/p><p><b>Minimum intake details to reduce delays:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Exact location (building\/level\/area)<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clear description of the problem<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Photos if relevant<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Access notes (keys, time windows, resident availability)<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Safety risk indicator\u00a0<\/span><\/li><\/ul>\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. Allocate the right supplier the first time\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-491e221 elementor-widget elementor-widget-image\" data-id=\"491e221\" 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=\"536\" src=\"https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/right-supplier-1024x536.webp\" class=\"attachment-large size-large wp-image-6440\" alt=\"\" srcset=\"https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/right-supplier-1024x536.webp 1024w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/right-supplier-300x157.webp 300w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/right-supplier-768x402.webp 768w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/right-supplier.webp 1200w\" 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-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;\">Nothing chips away at resident trust like a string of half-steps. Someone comes out to \u201chave a look,\u201d then nothing happens. Or the wrong trade arrives and says they can\u2019t fix it. Or the contractor turns up without the right parts because the scope wasn\u2019t clear.<\/span><\/p><p><span style=\"font-weight: 400;\">The biggest \u201cwow\u201d improvement you can create in 30 days is increasing first-time resolution.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">That doesn\u2019t mean every job is fixed on the first visit, but it does mean your allocations are smarter and your work orders carry enough context for the supplier to act.<\/span><\/p><p><span style=\"font-weight: 400;\">When the right supplier is chosen quickly and the job is properly scoped, residents feel momentum. That alone reduces the emotional temperature around maintenance.<\/span><\/p><p><span style=\"font-weight: 400;\">A practical way to do this is to maintain a small \u201creliability panel\u201d of suppliers who communicate well and can meet your response targets. If your main contractor is great but overloaded, it\u2019s better to have a backup who can show up and do a tidy job than to keep residents waiting for weeks.<\/span><\/p><p><b>Fast allocation habits that cut complaints:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Choose suppliers based on fit and performance, not just availability<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Attach photos and clear scope notes every time<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">For complex issues, request an assessment first, then schedule the fix<\/span><\/li><\/ul>\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. Get supplier compliance sorted early so jobs don\u2019t get stuck at the worst time\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;\">Compliance rarely feels urgent until it blocks a job that residents are already angry about. Then suddenly you\u2019re chasing documents, the contractor can\u2019t be allocated, and you\u2019re trying to explain why \u201cadmin\u201d is the reason nothing is happening.<\/span><\/p><p><span style=\"font-weight: 400;\">If you want fewer complaints, you need fewer hidden bottlenecks. Compliance is one of the easiest bottlenecks to remove because it\u2019s predictable. You can proactively keep supplier insurance and licensing up to date and avoid last-minute scrambles that make you look disorganised.<\/span><\/p><p><span style=\"font-weight: 400;\">This also reassures committees, because compliance and risk management are always in the background of strata decisions. When you can confidently say suppliers are compliant, you reduce the side conversations that can turn into formal escalations.<\/span><\/p><p><b>Compliance essentials to keep flowing:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Current public liability insurance on file<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Relevant licences and certifications<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A clear record of compliance checks before allocation<\/span><\/li><\/ul>\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. Communicate in a rhythm, not in random bursts \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-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;\">Most complaint emails are really progress requests. Residents aren\u2019t necessarily angry about the maintenance issue; they\u2019re anxious about the silence. The moment you create a predictable update rhythm, the chasing drops.<\/span><\/p><p><span style=\"font-weight: 400;\">Think of it as removing uncertainty. When people know the system and know when they\u2019ll hear from you, they don\u2019t feel the need to escalate. This is especially true for tenants, who often feel they have less power and less visibility than owners.<\/span><\/p><p><span style=\"font-weight: 400;\">You don\u2019t need long messages. Short updates at key stages are enough. The key is that they happen reliably.<\/span><\/p><p><b>A simple update rhythm that works:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Receipt confirmed<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Supplier allocated and booking underway<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Attendance scheduled<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Job completed and closed out<\/span><\/li><\/ul>\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\">8. Close the loop properly\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-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;\">A work order isn\u2019t finished when the contractor leaves. It\u2019s finished when the resident understands what happened and agrees the issue is resolved, or understands what the next step is.<\/span><\/p><p><span style=\"font-weight: 400;\">Poor close-outs create a huge amount of complaint volume. People report the same thing again because no one told them it was fixed. Or they assume it wasn\u2019t fixed because they didn\u2019t see the outcome. Or the job was \u201ccompleted\u201d but didn\u2019t address the root cause, so it reappears.<\/span><\/p><p><span style=\"font-weight: 400;\">Strong close-outs are one of the most underrated tools for boosting tenant satisfaction because they create confidence. They also reduce reopening rates, which reduces workload.<\/span><\/p><p><span style=\"font-weight: 400;\">A good close-out is simple: what was done, when it was done, and whether there\u2019s any follow-up.<\/span><\/p><p><b>Close-out essentials:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Completion notes in plain English<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Before and after photos<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Any follow-up clearly stated<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Resident notified that it\u2019s complete<\/span><\/li><\/ul>\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\">9. Start rating supplier service so you can improve outcomes quickly \n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3afc6b1 elementor-widget elementor-widget-image\" data-id=\"3afc6b1\" 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 decoding=\"async\" width=\"1024\" height=\"536\" src=\"https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/rate-1024x536.webp\" class=\"attachment-large size-large wp-image-6441\" alt=\"\" srcset=\"https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/rate-1024x536.webp 1024w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/rate-300x157.webp 300w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/rate-768x402.webp 768w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/rate.webp 1200w\" 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-649f3b7 elementor-widget elementor-widget-text-editor\" data-id=\"649f3b7\" 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;\">Suppliers play a massive role in how residents experience strata maintenance. Even if your internal process is solid, one contractor who doesn\u2019t communicate, arrives late, or leaves a mess can spark a fresh wave of complaints.<\/span><\/p><p><span style=\"font-weight: 400;\">Service ratings don\u2019t need to be complicated. In fact, the simpler they are, the more likely they\u2019ll be used consistently. What matters is that you start capturing a signal, who is helping you reduce complaints, and who is quietly creating them.<\/span><\/p><p><span style=\"font-weight: 400;\">Once you have that signal, you can shift work toward your best performers. Over a month, those small shifts add up. You get fewer call-backs, fewer misunderstandings, and better resident interactions.<\/span><\/p><p><b>Quick supplier rating criteria:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Communication<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Timeliness<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Quality of work<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tidy\/respectful on site<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Good documentation<\/span><\/li><\/ul>\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-93309de elementor-widget elementor-widget-heading\" data-id=\"93309de\" 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\">10. Reduce predictable complaints with seasonal planning aligned to Calendar Australia\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6fd7e6e elementor-widget elementor-widget-text-editor\" data-id=\"6fd7e6e\" 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;\">Some complaints are almost scheduled events. When the weather changes, buildings react. Residents notice.<\/span><\/p><p><span style=\"font-weight: 400;\">This is why seasonal planning matters so much. It\u2019s not just \u201cnice to have\u201d preventative maintenance, it\u2019s complaint prevention. If you handle the predictable seasonal issues before they flare up, you reduce reactive callouts and avoid the \u201cthis always happens\u201d frustration.<\/span><\/p><p><span style=\"font-weight: 400;\">In Australia, the two big complaint waves often align to summer and winter. Summer brings storms, heat, pests, and drainage issues. Winter brings leaks, mould, lighting concerns, and safety hazards from slippery surfaces and reduced daylight.<\/span><\/p><p><span style=\"font-weight: 400;\">A short seasonal sweep, built around a summer winter building checklist, can create noticeable results within 30 days, especially if you focus on the items that most commonly generate resident emails.<\/span><\/p><p><b>Seasonal maintenance tasks that strata teams can knock over quickly:<\/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-339ba72 elementor-widget elementor-widget-image\" data-id=\"339ba72\" 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 decoding=\"async\" width=\"1024\" height=\"638\" src=\"https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-54-1024x638.webp\" class=\"attachment-large size-large wp-image-6442\" alt=\"\" srcset=\"https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-54-1024x638.webp 1024w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-54-300x187.webp 300w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-54-768x478.webp 768w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-54-1536x957.webp 1536w, https:\/\/i4tmaintenance.com\/au\/wp-content\/uploads\/2026\/01\/unnamed-54-2048x1276.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-50e80f0 elementor-widget elementor-widget-text-editor\" data-id=\"50e80f0\" 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<ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clear gutters and stormwater grates before heavy rain periods<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Inspect known leak points and roof drainage<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Check lighting in common areas<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Review door closers, locks, and intercoms before the weather makes access issues worse<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Check ventilation and mould-prone zones in cooler months<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Confirm HVAC performance ahead of peak heat<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">This is also where considering the Australian calendar helps. Residents understand seasonal preparation. If you communicate that you\u2019re doing a seasonal sweep, it signals competence and care, and that perception alone reduces complaints.<\/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-eca8406 elementor-widget elementor-widget-heading\" data-id=\"eca8406\" 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\">Fewer complaints come from better work order management, not magic<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-349af45 elementor-widget elementor-widget-text-editor\" data-id=\"349af45\" 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 know how to reduce strata complaints in 30 days, focus on the resident experience from start to finish.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Quick acknowledgement, consistent updates, smart supplier allocation, proper close-outs, and a bit of seasonal planning will reduce complaint volume faster than any \u201cplease be patient\u201d message ever will.<\/span><\/p><p><span style=\"font-weight: 400;\">And if you want this to run smoothly across multiple buildings, without relying on sticky notes, spreadsheets, and memory, strong work order management makes the difference.<\/span><\/p><p><span style=\"font-weight: 400;\">i4T Maintenance helps strata teams manage end-to-end strata maintenance workflows, from request handling and supplier selection to allocation, tracking, tenant communication, supplier compliance, supplier invoices, and service ratings. If your goal is fewer complaints and higher tenant satisfaction, i4T Maintenance helps you turn everyday maintenance into a smoother, more transparent experience.<\/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-4a36c87 elementor-widget elementor-widget-heading\" data-id=\"4a36c87\" 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\">1. How do I reduce strata complaints quickly?<\/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;\">Respond fast, set clear expectations, and provide regular updates so residents don\u2019t feel ignored.<\/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\">2. What causes most tenant dissatisfaction with strata maintenance?<\/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;\">Delays and lack of communication. People get frustrated when they don\u2019t know what\u2019s happening.<\/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\">3. How does work order management help strata managers?<\/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;\">It keeps requests, supplier allocation, updates, and progress in one place, so jobs move faster and don\u2019t get lost.<\/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\">4. What seasonal maintenance tasks should strata teams prioritise in Australia?<\/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;\">Use a summer\/winter building checklist: gutters and drainage, leak checks, lighting, HVAC, pests, ventilation, and safety hazards.<\/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\">5. How do I stop repeat complaints about the same issue?<\/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;\">Fix the root cause, close out jobs properly with clear notes, and shift work toward suppliers who deliver quality and communicate well.<\/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\":\"1. How do I reduce strata complaints quickly?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span style=\\\"font-weight: 400;\\\">Respond fast, set clear expectations, and provide regular updates so residents don\\u2019t feel ignored.<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"2. 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[&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":6437,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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Days","footnotes":""},"categories":[10],"tags":[],"class_list":["post-6435","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\/6435","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=6435"}],"version-history":[{"count":8,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/posts\/6435\/revisions"}],"predecessor-version":[{"id":6462,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/posts\/6435\/revisions\/6462"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/media\/6437"}],"wp:attachment":[{"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/media?parent=6435"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/categories?post=6435"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/i4tmaintenance.com\/au\/wp-json\/wp\/v2\/tags?post=6435"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}