Property management and nuisance matters in multi-unit short-stay rental accommodation

Purpose Global cities have undergone significant growth in multi-unit housing. Like other cities, Melbourne, Australia, is experiencing a housing crisis and, concurrently, strong demand for short-stay rental accommodation (SSRA). This study contributes to the lived experiences of property managers managing multi-unit developments and, as such, has relevance for the increasing higher-density urbanisation patterns observed in cities globally. Design/methodology/approach The research adopted a mixed-methods approach combining an in-depth review of the report database with an online survey. Findings The study identified common complaints and disputes in strata properties from strata managers’ perspectives and free-form answers to elicit views on having a possible third-party institution for complaint resolution to address and settle such complaints and disputes. The study found a strong appetite from property managers for an office of strata ombuds/commissioner to manage complaints. Findings from the study contribute to learnings for stakeholders in comparative jurisdictions. Originality/value From the perspective of multi-unit property managers, the research offers unique observations and findings as well as opportunities for reciprocal learnings for other jurisdictions, with a particular emphasis on reported complaints from SSRA.