TOWN SQUARE FAQ

Our Town Square platform makes checking up on your Strata Scheme easy.

In case you have any questions we’ve put together a handy list to show how it works.

WHAT IS TOWN SQUARE?

Town Square is Strata Town’s proprietary software platform. We’ve built Town Square in house from the ground up, based on the needs of our Strata community. Town Square allows you access to information at your fingertips, so our team can concentrate on providing the highest quality of Strata Management for your complex.

To meet your needs we provide a level of visibility and transparency that’s unheard of in the industry, including:

Financial reports, including:
– Bank balances
– Where your money is spent
– Balance sheet
– Income & expense statements
– Levy positions
Scheme documentation
Status updates for open tickets

With even more features being rolled out all the time it’s an exciting time to be a Strata Town customer.

HOW DO I ACCESS TOWN SQUARE?

Town Square can be accessed online or by downloading our mobile app via the Apple Store or Google Play store for Android users.

We’ll provide you with a login when you join Strata Town and from there you’re good to go!

WHAT IS A TICKET?

A ticket relates to a task that you have requested from Strata Town, or an action which Strata Town needs to complete. A list of examples is provided below:

Maintenance requests
Noise complaints
Car parking issues
Insurance claims
Levy queries
Financial queries
Information updates
Sale of properties

HOW DO I CREATE A NEW TICKET?

To create a new ticket, simply login to Town Square and click on the plus icon in the bottom right hand corner. You will then be guided through ticket creation and once completed the ticket will automatically be sent across to the Strata Town Team.

WHAT DO THE TICKET STATUSES MEAN?

Real time status changes allow you to check what’s happening at a glance.

Status categories and meanings can be seen below:

Unallocated – Your ticket has been received but is yet to be assigned to a Strata Manager
Assigned – Your ticket has been assigned to the relevant Strata Manager by our triaging team
With Strata Town – Your ticket is with Strata Town for action or to follow up on progress
With Contractor – Your ticket is with a third party provider who are investigating/actioning your request
With Council – Your ticket is awaiting action or approval from the council of owners
With Owner/Creator – Your ticket is awaiting something from the original creator or owner of the ticket
Actioned by Strata Town – We have completed all relevant steps however we may still be waiting on a third party to finalise your ticket
Closed – Your ticket has been fully addressed

We’ll also provide notes to update you on exactly where things are at, so you’re never left in the dark.

WHO CAN SEE A TICKET ON TOWN SQUARE?

Tickets created within Town Square are always visible to the ticket creator. The Council will also be able to see most tickets so that they can assist in approvals etc that may be required.

Should a ticket be related to a complaint about a Council member or be of a private nature then only the ticket creator will be able to view it.

Some tickets such as notices may relate to the whole scheme, in which case all owners will be able to view them.

WHAT DO I DO IF MY TICKET HAS BEEN CLOSED AND IS STILL INCOMPLETE?

In the event that a ticket has been closed too early then you can always create a new ticket or respond to a closed ticket within 14 days of it being closed.

Sometimes a ticket is closed as we (Strata Town) have completed all necessary steps but we may still be waiting on invoices etc. This is not an issue as invoice approval and payment is done separately through our accounting platform.

We try and close all tickets as quickly as possible once actions from our end have been completed to ensure what you can see when looking at your tickets remains relevant.