Welcome Home to Havenwood
As the developer and custodians of Havenwood on Ponti, we would like to say a warm welcome home.
Mosaic completed Havenwood in 2017, and we continue to look after it today, as the appointed Caretaker and Building Manager.
While it can be complicated to understand how a building is managed, it is crucial to remember that, first and foremost, it is a partnership between the Body Corporate and Mosaic Caretaking.
Living in a communal environment like Havenwood means everyone plays a collective role in keeping a clean and harmonious home for all to enjoy.
We have often found that issues can arise simply because of a misunderstanding of what Mosaic Caretaking is responsible for versus the Body Corporate.
This web page summarises our collective roles and responsibilities to realise the most successful and rewarding partnership possible.
CLICK HERE to view the latest Mosaic Caretaking update for Havenwood.
You're in Good Hands
As one of Queensland’s most awarded and trusted property developers, we are proud to have earnt a reputation for delivering design and lifestyle-led homes where people love to live.
We support the Body Corporate in maintaining and managing all of our buildings post-completion because the living experience of our customers is at the heart of everything we do.
And through this, we help grow the value of your property and ensure you can always feel proud to call Havenwood home.
Havenwood's Building Management Structure
There are several different entities involved in the ongoing management of Havenwood. It is important to understand the functions of each entity to ensure you:
- Have any questions answered by the correct team;
- Are updated on key building activities;
- Obtain approval for any changes to your residence if required; and
- Participate in the decision-making process about the ongoing management of your building.
Below is some helpful information on the entities involved in Havenwood’s ongoing management and maintenance.
We have also created a handy visual illustration of each entity’s purpose and relationship to the Body Corporate – click below to access it.
Building Entity OverviewBuilding Management Entities
Mosaic Caretaking & Letting
One of Mosaic Property Group’s most important points of difference is the retention of management rights for each building we deliver.
While many developers will sell a development’s management rights for significant revenue, our model prioritises an enduring relationship with all of our projects, with a 25-year horizon.
In doing so, our highly experienced Caretaking and Letting ensures Havenwood’s common areas are maintained to the best possible standard, per the budget and scope of duties defined within the Caretaking and Letting Agreement contracted with the Body Corporate.
Our Caretaking team is one of Mosaic’s largest and growing departments, with over 45 full-time team members across South East Queensland.
A team of dedicated cleaning, landscaping, and maintenance contractors further supports them.
Body Corporate
Queensland Legislation dictates that all Community Titles Schemes have a Community Management Statement (CMS) registered with Titles Queensland.
All owners in a Community Titles Scheme are automatically members of a building’s Body Corporate when they buy their lot.
The Body Corporate is the legal entity by which the common areas of your building are managed and maintained for the benefit of all owners and to undertake functions required under Body Corporate legislation.
Regulations state that the Body Corporate is responsible for maintaining the common property in good condition. It is important to understand that this reference to the ‘Body Corporate’ does not mean the Caretaker.
Notably, the members of the Body Corporate are all lot owners in the scheme – the Caretaker is not the Body Corporate
A committee of representatives is elected to discharge the day-to-day decision-making duties of the Body Corporate on behalf of all owners.
This Committee is also responsible for enforcing By-Laws, which Residents are obligated to follow once they enter a Scheme. By-Laws are the rules for residing in a building as contained within the Registered Community Management Scheme (CMS).
They guide residents on what they can and can’t do, aiming to prevent conflicts and disputes and enable a harmonious community.
When working on-site, the Caretaker helps to monitor for By-Law breaches, which then must be reported back to the Committee under the duties of the Caretaking and Letting Agreement.
The Caretaker is not responsible for enforcing the By-Laws, nor are they accountable for monitoring for By-Law breaches after hours or on the weekend.
Outside of Caretaking hours, Residents are responsible for reporting any witnessed breaches to the Body Corporate Committee via email to the Body Corporate Manager or Mosaic Caretaking so this can be reported to the Committee.
By-Laws are unique to each building. Please contact your Body Corporate Manager for a copy of Havenwood’s By-Laws.
The Body Corporate is required to hold an annual general meeting to decide such matters as:
- Annual budgets;
- Annual contributions;
- Insurance; and
- Electing the Body Corporate Committee.
Don’t hesitate to contact your Strata Manager for details regarding Havenwood. Click here to access a helpful website to learn more about Community Titles Scheme, Body Corporate, By-Laws, and other related information.
Strata Management
The role of strata management is to facilitate the administration of the Body Corporate. Duties include:
- Assisting the Committee;
- Organising meetings and issuing minutes;
- Managing the administration and sinking funds to ensure compliance; and
- Responding to breaches of the by-laws, among other duties noted in the strata management agreement.
Havenwood’s strata management company is Stratacare.
Contact Details:
Stratacare Australia
07 3435 5300
reception@stratacare.com.au
You can also visit Stratacare’s handy online Resource Centre, which features relevant forms, FAQs, and Government resource links. CLICK HERE to access.
Resident Responsibilities
We always strive to go above and beyond for Residents. Still, Mosaic Caretaking is a contractor, not an employee of the Body Corporate, engaged to undertake the specific, approved duties noted within the Caretaking and Letting Agreement.
This means we are not a 24/7 cleaning service and are only onsite at various times to complete agreed tasks per an agreed frequency, which can range from daily to monthly, depending on the Agreement.
For example, contractually, the Caretaker may only be required to mop the common area once daily.
Therefore if a Resident makes a mess, they are obliged to clean that mess, or they are in contravention of the By-Laws.
Below are some helpful guidelines to ensure everyone plays their part in keeping Havenwood a beautiful, clean environment for all Residents.
Key Resident Responsibilities
Keeping a Clean & Neighbourly Environment
Havenwood’s By-Laws outline a Resident’s responsibility to leave the common property clean and tidy. This means Residents must:
- Store and dispose of waste in a manner that will not adversely affect the amenity, health, hygiene or comfort of others; and not be deposited on the Common Property. If you drop rubbish, it is your responsibility to clean it up.
- Not drop/spill food, drink, or food/drink waste on the ground in Common Property. If an accident occurs, the responsible resident cleans the area immediately.
- Not leave rubbish or other materials on the common property in a way or place likely to interfere with other Residents’ enjoyment of that area.
- Not throw or drop an object or substance from their property onto another.
- Not damage or deface common property, treating it with respect at all times.
- Ensure cardboard boxes are broken down and placed inside bins.
- Refrain from leaving furniture or bulky items around bins as this will not be collected. If you require assistance dumping furniture or household goods, don’t hesitate to contact our office; we can refer you to a reliable contractor to assist.
- Clean up pet waste, and be mindful of regulating pet behaviour, for example, noise levels. Residents are also responsible for repairing any damage a pet makes to common property at their own expense.
Common Area Use
For the fairness of all Residents and as per Havenwood’s By-Laws, please find below a summary regarding common property/ exclusive use areas.
- Visitor car parks are to be used by genuine visitors only;
- Bicycles cannot be stored on common property; and
- All common areas must be kept free from obstructions and hazards;
Mosaic Caretaking's Responsibilities
Per Havenwood’s Caretaking and Letting Agreement, Mosaic Caretaking is responsible for looking after common property on behalf of the Body Corporate.
The Agreement outlines the tasks that Caretaking is responsible for, along with an approved schedule for when these are completed (e.g. daily, weekly, fortnightly, monthly, and so on). Undertaking work inside a residence or allowing access to one is strictly not permitted.
Below is a summary of the tasks carried out by Mosaic Caretaking at Havenwood, along with works that fall outside our scope and additional maintenance information.
To learn more, please get in touch with your Strata Manager for a copy of the Caretaking and Letting Agreement, or contact Client Services Manager Lisa Lange if you have any questions about the outlined processes.
Mosaic Caretaking Responsibilities vs Out-of-Scope Works
Mosaic Caretaking - Scope of Works
The following is a summary of the key tasks and responsibilities of Mosaic Caretaking at Havenwood.
- General building and common area maintenance, including gardening, cleaning, and basic repairs/maintenance, per the terms of Havenwood’s Caretaking and Letting Agreement.
- Day-to-day administrative tasks of the building.
- Supervise various trades, service contractors, and suppliers carrying out the Body Corporate-approved repairs, maintenance, and capital works.
- When on-site, monitor compliance with Havenwood’s By-Laws and advise the Body Corporate of any serious or persistent breaches of them, reporting to the Committee to enforce.
Any common area maintenance works not outlined in the Caretaking and Letting Agreement fall back to the responsibility of the Body Corporate.
These works must be approved by either a Committee decision (if it is within their spending limit and there is a provision in the budget for the expense) or the Owners at a general meeting.
Maintenance & Repairs - Out-of-Scope Works
Per Havenwood’s Caretaking Agreement, minor works can be completed in less than 30 minutes by an individual without using power tools, specialist equipment and/or a ladder.
If works do not fall within the above, they are not considered minor. They will require engaging an external supplier of trade to complete the repair or maintenance at a cost to the Body Corporate.
Per the Caretaking and Letting Agreement, the role of Caretaking in these instances is to firstly source quotes and advice for the repairs or works required from specialist contractors.
Assisted by the Strata Manager, Caretaking will then submit quotes to the Body Corporate to consider, along with a proposed schedule to undertake the works.
Critically, repairs or corrective maintenance can only occur with the Body Corporate’s explicit approval of a submitted quote and accompanying proposed work schedule.
Once a repair quote and schedule are approved, Caretaking will coordinate the corresponding works through to their completion.
Sometimes it can feel as though repairs and maintenance move slowly; this isn’t due to Mosaic Caretaking.
As dictated by legislation, there is a strict approval process to be followed by the Body Corporate. Decisions can only be made with a majority vote. The committee requires time to vote, and the Strata Manager requires time to arrange the vote and distribute minutes.
Invoices for completed works are submitted to the Strata Manager to arrange payment from the Body Corporate administrative fund.
Insurance Repairs - Out-of-Scope Works
Occasionally, damage may occur to the building which is covered by insurance.
In these circumstances and as directed, Caretaking will assist in obtaining quotes for the insurer and Body Corporate to review/approve.
Insurance repairs can be delayed as they are subject to insurance assessment.
Internal unit repairs are to be managed by lot owners.
Residence Specific Maintenance - Out-of-Scope Works
All residents are responsible for the upkeep and maintenance inside their own residence.
Per the Caretaking and Letting Agreement, Caretaking is not permitted to undertake any works inside residences, nor are they allowed to provide access.
Should you experience any maintenance issues in your residence, you will find some trusted and reliable contractors listed below who are familiar with Havenwood that can assist you, should you wish.
Alternatively, you can use a contractor of your own.
Havenwood's Caretaking Team
Mosaic Caretaking is the trusted custodian of Mosaic Property Group’s completed buildings.
Grounded by an exceptional service ethos, each team member, which now numbers more than 45, treats Mosaic properties as if they were their own, reflecting their immaculate presentation.
We strive to create positive relationships through an empathetic, proactive, and personalised approach, taking great pride in strengthening the connection between Residents, their home, and their community.
Aside from a constant presence on the ground at Havenwood, an entire team is working behind the scenes to ensure you continue to love where you live.
But we never stop trying to improve; to do this, we always welcome and appreciate your feedback.
General & Emergency Contacts
For your convenience, we have provided the below contact details for you to assist with enquiry or emergency situations.
If you have an emergency apartment maintenance issue during office hours, please contact Mosaic Caretaking on 07 3667 8219.
To report any other situations that are likely to cause injury or damage to property outside of office hours, please call 07 3667 8220.
Please call 000 in the case of Fire, Medical Emergency, or if Police are required to attend.
Key Contacts
General Contact
To report general concerns or questions pertaining to common areas, please contact:
Mosaic Caretaking Team
07 3171 2270
caretaking@mosaicproperty.com.au
For queries on caretaking & maintenance of common areas
Client Services Manager
Lisa is your best contact for any queries that relate to the Body Corporate.
This includes any request to make changes to your residence that affect the external appearance of the building (such changes will need to be approved by the Body Corporate Committee).
Lisa Lange
07 3171 2270
llange@mosaicproperty.com.au
Strata Manager
The role of strata management is to facilitate the administration of the Body Corporate.
Stratacare Australia
07 3435 5300
reception@stratacare.com.au
Emergency Contacts
Police, Fire, or Ambulance Services
In serious or life-threatening situations, call Triple Zero (000) for police, fire, or ambulance services
Flood & Storm Assistance
Call the State Emergency Service (SES) on 13 25 00 for help with flood or storm damage.
Electricity
In case of fallen power lines or power outages call Energex on 13 62 62
Water
For faults and emergencies call Urban Utilities on 13 23 64
Havenwood Caretaking Updates
We want you to know and feel confident that we are taking the utmost care of your home. Therefore, we are providing Residents with a brief monthly update outlining all the big and small tasks we carry out on Havenwood's common areas on behalf of the Body Corporate to keep them in top condition.
VIEW UPDATES