Quick answer: For common property claims, trustees should secure the area, prevent further damage, collect photos, obtain reports or invoices and notify the broker or insurer quickly.
First response
- Make the area safe.
- Prevent further damage where possible.
- Take photographs before repairs if safe and practical.
- Notify trustees, the managing agent and broker according to the scheme process.
Documents to collect
- Date and time of the incident.
- Photos of the damage and surrounding area.
- Repair quotation or invoice.
- Contractor report on cause of damage.
- Police case number where theft, malicious damage or vehicle impact is involved.
- Maintenance history where relevant.
Common examples
- Gate motor damage.
- Boundary wall or access-control damage.
- Roof leaks and storm damage.
- Pump, borehole or irrigation equipment failure.
- Common property pipe bursts.
- Lift or electrical equipment damage.
Approval and repairs
- Check whether emergency repairs can proceed immediately.
- Get insurer approval where required by the policy.
- Separate temporary make-safe work from final repairs.
- Keep trustees informed of cost, excess and claim progress.
Preventing repeat claims
- Track repeated issues by block or asset.
- Use claims history to guide maintenance priorities.
- Discuss problem areas before renewal.
- Keep asset maintenance records available.
This page is general information for trustees and managing agents. It is not legal advice and does not replace the policy wording, scheme rules or professional advice for a specific claim or renewal.
Frequently asked questions
Can trustees repair before the insurer approves?
Emergency make-safe work may be necessary, but trustees should follow the policy and broker guidance as quickly as possible.
Are maintenance issues covered?
Insurance generally responds to sudden insured events, not routine maintenance. The wording and cause of loss matter.
Should all common property claims be submitted?
Not always. If the repair cost is below or near the excess, trustees may decide not to submit, but they should consider notification requirements.