MCSTs' Dilemma: Why Changing Your Managing Agent Rarely Improves Outcomes.

MCSTs across Singapore face a persistent frustration; when faced with poor service standards, changing to another managing agent often results in more of the same. We look at why this happens and introduce a revolutionary new approach that is delivering results.

The Revolving Door of Managing Agents

If you're a committee member of an MCST in Singapore, this scenario might sound painfully familiar: You've decided to change your managing agent after months of complaints from residents, missed deadlines, and reactive rather than proactive management. The new MA arrives with promises of improvement, but within months, you're facing the same issues that prompted the change in the first place.

Why does this keep happening?

The Undifferentiated MA Landscape

The root of the problem lies in the remarkably undifferentiated nature of most managing agents in Singapore. Despite different company names and branding, the service delivery model remains virtually identical across the industry:

• Throwing manpower at problems

• Relying on manual processes for administrative tasks

• Superficial reporting with little accountability

• Limited technology adoption

• Poor communication flows

This "more bodies, same old process" approach fails to address the fundamental inefficiencies that currently plague MCST management, which is simply this: People will inevitably make mistakes or forget important renewals; especially if they are overloaded with paperwork!

Breaking the Cycle: Technology-Enabled Management

Forward-thinking MAs are now offering a different approach - one that leverages technology to transform service delivery rather than simply shuffling personnel. Tech-enabled managing agents can now offer:

1. Workflow Automation

Modern property management requires sophisticated workflow automation to cut down or even eliminate paperwork and manual processes. Systems such as Qornerstone can now automatically track maintenance requests, generate work orders, and follow up on completion, which not only improves efficiency but also creates accountability (Dashboard Reports, anyone?).

2. Comprehensive Maintenance Reporting

As a service-based offering, it's tough putting a value on property management. Most times, you would only know if your MA is messing up. Complaints start piling up, term contractors slacking, or worse, the accounts don't tally. Conversely, if the MA is doing a great job, it's hard to justify paying them more since the Management Budget is passed by the General Body during AGMs.

Most MAs struggle to report on the volume and type of maintenance work being done in estates. If your MA is relying on WhatsApp and paper-based service reports from term contractors, reporting is limited to superficial evidence like photos of cleaning in progress without meaningful data. This happens because services are inherently difficult to track, quantify, and report effectively using traditional methods.

Digitally enabled MAs would be able to offer meaningful reports by:

• Tracking each maintenance task from request to completion

• Quantifying work hours, materials used, and response times

• Categorizing maintenance by type, location, and urgency

• Providing granular insights into maintenance patterns and problem areas

• Enabling data-driven decisions about resource allocation

3. Effective Communication Channels

Imagine asking for your latest statement of account and getting it in minutes, not days; or paying your bill and getting a confirmation by email instead of waiting for your next quarterly statement. A digitally enabled Managing Agent would be empowered to offer direct communication, document sharing, facility booking, and payment processing, which create transparency and increases Resident satisfaction.

4. Data-Driven Decision Making

From budget allocation to contractor selection, decisions should be informed by comprehensive data rather than tradition or relationships. MAs that take a data-driven approach intentionally collect multiple data points through Residents surveys, satisfaction ratings, work performance metrics and condense into insight-rich dashboards. How much easier it would be for Council members to make meaningful decisions.

The Human Element: Quality Over Quantity

While technology provides a platform, the human element remains crucial. Forward-looking MAs emphasise training staff to use tech tools well. You will see the difference immediately. Properly trained and tech-enabled property managers have information at their fingertips and respond to feedback more quickly. Freed of paperwork, they have more time to:

• Build relationships with residents

• Manage vendor relationships strategically

• Provide thoughtful counsel to management committees

• Develop long-term property enhancement plans

Making the Switch That Actually Matters

When evaluating managing agents, committees should look beyond staffing promises. Assess their level of tech adoption by asking key questions:

• If a Resident requested for their latest account statement through your app, how will it be sent and how long will it take?

• How do you issue POs (Excel, paper forms, or system) and what kind of historical purchasing reporting can you provide?

• Do you have a system in place to track responses to Residents' feedback, scheduled maintenance tasks, permit re and reporting?

• How detailed are your maintenance reports, and can you provide examples?

• What metrics do you track to ensure maintenance quality and efficiency?

MCST Committee Members will benefit from data-informed decision making tools

A New Standard for MCST Management

It's tough deciding on whether to retain your MA or choosing a new one, but by asking the right questions and looking beyond price, it's possible to select MAs that are using technology to transform their service delivery. The output that you're seeking to buy should be meaningful estate reports that allows Councils to make better decisions and reward service providers that perform.

Your property deserves dedicated service professionals that use innovative technology to truly care for your community and deliver superior outcomes.

Ready to break the cycle of changing managing agents without changing outcomes? My name is Russell Kok, Chief Marketing Officer of Qornerstone.com, and I've been helping Managing Agents implement smart property management solutions at close to 1,000 MCSTs in Singapore. Together, we have transformed processes, digitalised workflows and delivered quantifiable and meaningfully large cost savings to communities large and small. I'll be happy to share how we can do the same for yours.

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