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BMSPA 2021: It pays to be tenacious - Serai Bukit Bandaraya

Below 10 Years Multiple-owned Strata Residential (Gold)

Serai Bukit Bandaraya

Located in Jalan Medang Serai in the high-end enclave of Bukit Bandaraya in Kuala Lumpur’s Bangsar, this super exclusive condominium takes its name from the road it sits on.

When it was developed, Serai was envisioned to up the conventional expression of luxury in condo living. From its marble-finished open concept lobby to its 50m- long heated saltwater infinity swimming pool, residents of the six-acre development enjoy a host of premium facilities such as a concierge service, fine dining facility, linear park with jogging track, lounge, gym and other recreational facilities. The condominium also accords panoramic views of its surrounding neighbourhoods and KL city centre.

With a low density of 121 units in two 21-storey towers, the minimum built-up here is 4,025 sq ft.

Designed in the shape of a tiara, Serai is home to high-profile individuals who demand exclusivity, privacy and security.

This also means that its owners and residents expect a standard of management and maintenance that ensures the property is kept top-notch and is able to serve up the promised posh lifestyle. That has been the challenge for property manager Henry Butcher

Malaysia (Mont Kiara) Sdn Bhd (HBMK), which has been the property manager for Serai since the developer management period following the project’s completion in 2016. 

After having participated in the EdgeProp Malaysia’s Best Managed & Sustainable Property Awards year after year since 2018, its tenacity has finally paid off as Serai Bukit Bandaraya has been awarded the Gold in the Below 10 Years Multiple-owned Strata Residential Category at the 2021 edition of the EdgeProp Malaysia’s Best Managed & Sustainable Property Awards.

“Our motivation (to enter the Awards) stems from the desire to keep improving. Besides, we get to have a professional team of judges to give us valuable feedback so that we can make continuous improvements,” says HBMK executive director Low Hon Keong.

“We are honoured the Awards has recognised Serai as one of the best managed and sustainable developments in the country,” he adds.

Transparency and open communication

Low says there is no compromise when it comes to managing such a high-end property. “Transparency is imperative. This is what has enabled us to manage the project from developermanagement period to Joint Management Body (JMB) period and the soon to-be-formed Management Corporation,” Low says.

“We always have open communication among all parties, particularly the developer, management committee and residents. We have managed to resolve almost all the management and maintenance issues via effective communication,” he shares.

For instance, HBMK worked with the developer to carry out some changes to the building including adding louvres onto parts of the facade after it had been found that the lobby area would be wet after a downpour. The added feature does not stick out like a sore thumb as it has been carefully designed to fit into the aesthetics of Serai.

Another issue that posed a problem to the residents was the frequent lift breakdowns. In response, a special task force was set up to tackle the problem where HBMK and the JMB would have monthly meetings with the lift service provider on improving the situation.

“This resulted in the installation of a new software system for all the lifts, which is a preventive and remote lift management system. The lift service provider also has to provide a monthly report to the management team to monitor the performance of the lifts. The lift issue has improved a lot ever since,” he says.

Meanwhile, other changes or upgrades made include the addition of electric vehicle charging points at the request of the residents and the upgrading of the MySerai Community App and visitor management system.

Moving forward, Low highlights that teamwork and knowledge would ensure that the condominium continues to be better and is well taken care of.

“The management team will continue to work with our service providers to manage, attend to complaints and to make improvement plans for the benefit of the residents and to enhance the value of Serai,” Low says, adding that as of 2020, collection rate of service charges is at 100% despite it being 80% occupied.

He adds that active engagement between HBMK, JMB committee members and residents through formal and informal sessions to understand the needs of the residents will continue while appointed service providers will continue to be evaluated with strict performance indicators to ensure the quality of the services provided.

Check out the microsite for Edgeprop’s Best Managed & Sustainable Property Awards 2021 here

This story first appeared in the EdgeProp.my E-weekly on April 9, 2021. You can access back issues here.

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