What is it about?
This study investigates how the daily performance of property managers in residential buildings directly affects the satisfaction levels of the residents living there. Researchers surveyed 362 residential occupants to measure satisfaction across nine different functional scopes of property management—such as building maintenance, financial management, and health and safety protocols. The core objective of the research is to identify gaps in current property management practices under Malaysia's Valuers, Appraisers, Estate Agents and Property Managers Act 1981, and to provide actionable recommendations for improving the quality of living and management standards in strata housing.
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Why is it important?
Malaysia has experienced a massive surge in the construction of high-rise and stratified housing, recording nearly 2.5 million units in 2017 due to urbanization and limited land availability. However, resident satisfaction remains stubbornly low, largely driven by poor building maintenance and an influx of unskilled or unregistered property managers. Out of approximately 6,000 active property managers in the country, only 2,776 are officially registered with the Board of Valuers, Appraisers, Estate Agents and Property Managers (BOVAEP). Identifying which management tasks matter most to residents is critical for improving building lifecycles, reducing costs, and ensuring occupants live in a safe, well-maintained environment.
Perspectives
The Residents: Residents rely almost entirely on property management entities to handle building maintenance, and their top priority is a well-maintained building. The study proved that effective maintenance management is the single most significant predictor of their satisfaction, as it directly impacts their safety, comfort, and financial burden. The Property Managers: The industry faces an overwhelming workload due to a severe imbalance between the booming number of stratified buildings and a shortage of qualified professionals. Many practitioners lack proper training in facilities maintenance and do not fully understand the legal requirements of their roles. The Regulatory Bodies (BOVAEP): To protect residents, regulators must strictly enforce the 1981 Act to weed out illegal, unregistered practitioners. Furthermore, the study suggests BOVAEP should accredit relevant academic programs (like Building Surveying) and mandate continuous professional development to bridge the competency gap in the market.
Assoc. Prof. Dr. Cheong Peng Au-Yong
University of Malaya
Read the Original
This page is a summary of: Property management services under the Malaysian Valuers, Appraisers, Estate Agents and Property Managers Act 1981 and the Property Management Standards, Journal of Facilities Management, June 2024, Emerald,
DOI: 10.1108/jfm-12-2023-0125.
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