Shazana Azian

"IT’S NOT WHO I AM UNDERNEATH, BUT WHAT I DO THAT DEFINES ME" BRUCE "DC" WAYNE GREETING FROM HBMK! FOR THE EDGE MALAYSIA 2022 , OUR CREATIVE TEAM HAS COME OUT WITH AN IDEA WHERE EACH OF OUR ENTRY SUBMISSION WOULD HAVE A CHARACTER NARRATING IT (MOSTLY MOVIE CHARACTERS). WE HOPE YOU ENJOY READING OUR ENTRIES. REALLY LOOKING FORWARD TO RECEIVE GREAT NEWS SOON! WE THANK YOU FOR YOUR KIND CONSIDERATION. DISCLAIMER: PLEASE NOTE NO COPYRIGHT INFRINGEMENT IS INTENDED, AND WE DO NOT OWN NOR CLAIM TO OWN ANY OF THE IMAGES USED IN OUR ENTRY COVER & SUBMISSION. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City PREAMBLE Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City PREAMBLE The best teamwork can be seen when one falls, the other lifts them back up. This can be seen with the nonpareil team of Batman and Alfred Pennyworth. Though it may seem that Batman works alone, but without Alfred, Batman couldn’t even get out of his cave! B A T MAN , the forefront hero working hard for the people is a good representation of the Joint Management Committee (hereinafter referred to as “the JMC”), working hard to maintain and upkeep to homes of hundreds of people at DC Residensi. ALFRED, of course, is none other than the property management company, Henry Butcher Malaysia (Mont Kiara) Sdn. Bhd. (hereinafter referred to as “HBMK”), appointed by Badan Pengurusan Bersama Damansara City (JMB 959/2018) as the property manager of the common property of DC Residensi since December 2021. Mr. Low Hon Keong Managing Director of HBMK HBMK, led by the unparalleled Mr. Low Hon Keong with the HBMK team at DC Residensi works closely together with the JMC to make DC Residensi a “home” to its residents. HBMK’s main role at DC Residensi is to manage and maintain the building’s facilities, systems as well as the common areas. Other than carrying out the regular planned preventive maintenance works, HBMK personnel are also tasked to monitor the performance of all service providers at DC Residensi. Not only that, HBMK also suggest ways to improve the building, the facilities, and everything in it, for the betterment of its residents. The other important role of HBMK would be to ensure that the billing and collections are done in a timely manner. Additionally, HBMK will also compile and keep proper records of manuals, drawings, contracts and other necessary documents. T H E BA T C AV E , DC Residensi Damansara, a residency conveniently accessible via road and public transportation access such as MRT and shuttle bus. DC Residensi is located at a central location which makes it easy to get around and makes you feel that you are only one step away from the convenience of exploring Kuala Lumpur City Centre. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City DC Residensi comprises of 370 units of serviced residences and penthouses for both Tower A and Tower B. The serviced residences units are located from Level 7 to Level 27 whereas the penthouse is located from Level 27 to Level 28. The other levels are made up of car parks, common facilities as well as common areas which are shared between both towers. Building Plan: North Elevation LAYOUT DESIGN DC Residensi has seven (7) types of layout design in total; i.e. Type A, Type A1, Type A2, Type B, Type C, Type C1 and Type D. Layout Designs in Tower A Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Layout Designs in Tower A Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Layout Designs in Tower A Penthouse Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Layout Designs in Tower B Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Layout Designs in Tower B Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Layout Designs in Tower B Penthouse OCCUPANCY RATE The current occupancy rate at DC Residensi stands at 44.21%. DC RESIDENSI TOWER A TOWER B TOTAL SOLD UNIT UNSOLD UNIT 144 41 98 83 242 128 Number of Occupied Units NO. OF UNIT OCCUPIED 107 - % OF OCCUPANCY RATE 44.21 - Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City MAINTENANCE Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City MAINTENANCE Like what Alfred said, “be the person who makes the choice that no one else can make, the right choice”. Making conformed and uniformed choices aren’t always easy, but with the teamwork between HBMK and the JMC, nothing is impossible. M&E / B U I L D I N G S E R V I C E S The JMC has engaged a few service providers to maintain a specific aspect of the building such as security, cleaning, mechanical and electrical (M&E) systems and etc. This will ensure all components in the development are in their top-notch condition. In respect of maintenance, there are three (3) main components which requires thorough checking on various frequency, i.e., mechanical, electrical as well as the fire protection system. Air Conditioning & Mechanical Ventilation (ACMV) Mechanical Systems Pumps Elevators Mechanical Systems in DC Residensi Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 1 ) M E CH AN I C A L S Y ST E M S 1. Air-Conditioning & Mechanical Ventilation (ACMV) The air-conditioning and mechanical ventilation (ACMV) system helps to regulate the indoor air quality in the building. Air conditioners have been installed at the lift lobbies, guard house, management office, and the common facilities like the gymnasium and the function room. In an effort to reduce electricity consumption, timers are set for the lift lobby air conditioners so that it will only run once in the afternoon and once in the evening. The ACMV system is being serviced on a quarterly basis by Heross Sdn. Bhd. AC in the control room 2. Elevators There is a total of fourteen (14) elevators which serves the serviced residences. Ten (10) of them are passenger lifts, two (2) Fire Lifts at Resident Tower A and B and two (2) car park lifts for visitors. OTIS Elevator Company technicians will inspect and service the lifts on a monthly basis to ensure the functionality are at optimum condition. In addition, the security guards are also able to monitor the lifts’ movements via the elevator monitoring system which is available at the security control room. Elevator Monitoring System 3. Pumps Several types of pumps have been installed in the building which includes the transfer pump, booster pump, swimming pool pump, heater pump and fire pump. HBMK’s in-house technicians will perform checks on the pumps on a weekly basis. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Booster pump 2 ) E L E C T R I C A L S Y ST E M S ELV System Electrical Systems Standby Generator Electrical Systems in DC Residensi Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 1. ELV System The Extra Low Voltage (ELV) system in DC Residensi consists of various items such as the closed-circuit television (CCTV) system, access card system, barrier gate system and public address system. The monthly maintenance for the ELV system will be conducted by Occhio Tec Sdn. Bhd. This system will be further elaborated in the “Security” section. 2. Standby Generator A standby generator is essential to a building as it will operate automatically within seconds to supply electrical power to the essential common area systems like the lights and elevators in the event of a power outage. HBMK chargeman is in charge of running the standby generator twice a month in order to ensure it is functioning well. Standby Generator Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 3 ) F I R E P R OT E CT I O N S Y ST E M Fire Extinguisher PA System Alarm Bell Fire Protection System Heat & Smoke Detector Break Glass Hose Reel Fire Protection System in DC Residensi The fire protection system used at DC Residensi is the Notifier system which is being maintained by Globe Express Sdn. Bhd. on a bi-monthly basis. The system helps to detect fire and triggers the alarm to inform the residents in the event of a fire. It includes the fire extinguisher, alarm bell, heat and smoke detectors, hose reel, break glass as well as the PA system. Simplex system Hose reel & wet riser Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Smoke detector Break glass Fireman switch Q U A L I T Y A S S SU R AN C E & K E Y P ER FO R MA N C E I N D I C A T OR S ( K P I ) As per the standard operating procedure set out by HBMK headquarters, each site is required to carry out a Planned Preventive Maintenance (PPM) regularly on the M&E systems in the building. A set of PPM checklists will be prepared by the in-house technicians at the beginning of the month and they will then proceed to inspect the various systems according to the schedule; on a daily, weekly, monthly, quarterly or half yearly basis. The Management will then compile the information and check on what are the repair works required. Furthermore, the in-house technicians will be tagging along with the service providers during their visits to carry out their regular maintenance and servicing works to monitor their performance closely. If the service providers’ performance is found to be unsatisfactory, the Management will then contact the said service provider and set up a meeting to discuss on the next course of action to improve their performance. I M P R O V E M EN T I N IT I A T I V E S NO. 1 IMPROVEMENT INITIATIVES Timer REMARKS In order to reduce energy consumption, the Management has: 1. Set the timer for the lights at the carpark. 2. Reduced the operating hours of the air-conditioners, pumps and heaters by resetting the timers. Setting the timer for the lights Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City INDOOR AIR QUALITY 1. Windows and Blinds The cleaners have been instructed to open up the windows and wooden blinds at the corridor every morning and close them in the evening to help improve the air circulation in the building. 2. Mist Sanitizers In order to enhance the air quality of the Management office a mist sanitizer is placed at the waiting area of the management office. The mist sanitizer also acts as one of the preventive measures against the virus of Covid-19 whereby the mist will be sprayed automatically to all who passes the area. CLEANLINESS AND UPKEEP OF FACILITIES The cleanliness of a building is very important as it is the first thing that our residents and their guests will notice when they step in into the building. Dining Room Swimming Pool Mini Theatre 3 times a week Weekly Weekly Gymnasium Games Room Daily Common Facilities in DC Residensi and Frequency of Cleaning Daily Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Q U A L I T Y O F C L E AN I N G 1. Morning Briefing Cleaners’ Morning Briefing There are two daily briefing sessions for the cleaners to ensure that each cleaner is well aware of his/her tasks for the day. One of it is between the cleaners’ supervisor and the cleaners and the other is a briefing between the Management and the supervisor of the cleaners. 2. Checklist Apart from the usual morning briefing between the Management and the supervisor of the cleaners, our team of cleaners will also refer to a set of checklists to ensure that they have performed their daily tasks. A few months back, the Management has also prepared another checklist for the cleaners to ensure that the gymnasium is cleaned on an hourly basis. 3. Rounding The Management team especially the Building Manager and Building Executive will frequently inspect around the building on the works done by the cleaners. If any work is found to be unsatisfactory, the Management will communicate with the cleaners via a WhatsApp group chat in order for the cleaners to take the necessary action immediately. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City I M P R O V E M EN T I N IT I A T I V E S NO. IMPROVEMENT INITIATIVES REMARKS 1 Hand sanitizer Placed at all the important locations in the building such as the main lobby, management office and common facilities. 2 Sanitization of the gymnasium Done every three hours by our cleaners to ensure that the residents who uses the gymnasium will have a peace of mind. 3 Replacement of timber at sauna Done by a third party contractor as the timber at the sauna room looks old after 5 years of usage. 4 Repainting works Repainted the service lift lobby and the ceiling around the airconditions. W H A T M AK E S U S D I FF E R E N T NO. DIFFERENTIATION REMARKS 1 Planned Preventive Maintenance (PPM) Carried out regularly by the in-house technicians to ensure that the systems are in good condition and thereby reduces the chances of a system breakdown. 2 Going the extra mile In-house technicians are willing to do certain things that will usually be left to outsourced contractors; - Always monitor when the service providers are working to learn on how to do it too as well as to know what has been done. - Cleaned the common area air conditioners at the ground floor as they felt that the air conditioners would have had accumulated quite a lot of dust. 3 Energy saving efforts - Installed timer for various items like the lights and air conditioners. - Switched on alternate lights for the car park and staircases. 4 HBMK HQ Audit Team Goes from site to site to check on the condition of the site, especially the M&E systems at least twice a year. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City ADMINISTRATION Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City ADMINISTRATION “Our greatest glory is not in never falling, but in rising every time we fall.” Introducing the Alfred and the Batman of DC Residensi, the onsite HBMK management team and the JMC. O N S I T E PR O P ER T Y M A N A GE M E N T T EAM HBMK management team currently managing the common property of DC Residensi is made up of eight (8) management personnel which consists of one (1) Building Manager, one (1) Building Executive, one (1) Account Executive, two (2) technical personnel and two (2) concierge personnel. In an effort to provide the best service for our clients, this team is also supported by an Area Manager, Ms. Cyanne Lim, as well as the Managing Director, Mr. Low Hon Keong. Organization Chart of the Onsite Property Management Team Nur Fatin Hanani binti Jamal (Building Manager) Nur Aisyah binti Saed (Building Executive) Muhammad Hazwan bin Zulkifli (Account Executive) Nur Syahira binti Rosli (Concierge) Mohamad Rashdan bin Zainal Abidin (Chargeman A4) Nur Nadia binti Mohd Mazlan (Concierge) Muhammad Amer bin Hamdan (Technician) Onsite Property Management Team Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City J O I N T M AN A G E M EN T C O M M I T T E E ( J M C ) The current Joint Management Committee (“JMC”) of DC Residensi consists of five (5) members; i.e., the Chairman, Secretary, Treasurer and two (2) ordinary committee members. Each of the member is an individual with vast experience and knowledge in different sectors. Organization Chart of the JMC Chairman Secretary Treasurer Committee Committee PROCEDURES AND COMPLIANCE The Management works closely with the JMC to ensure that the operation at DC Residensi is smooth and efficient. Various standard operating procedures (SOP) such as the approval procedure, authority limit, procurement procedure, debt recovery procedure, petty cash management as well as bank accounts and cheque signatories’ procedures have been put in place to ensure that things are done in an effective and transparent manner. The SOP was set by referring to the sample provided by our headquarters. The Management always ensure that the SOP which have been set are strictly adhered to, especially for matters related to finance and accounting. Authority Limit and Procurement Procedure Expenditure Purchase Method Minimum Survey Approving Authority RM 1,000 and below Petty Cash or Credit Term At least one (1) verbal or written quotation Building Manager RM 1,001 – RM 5,000 Quotation At least two (2) written quotation Any Office Bearer RM 5,001 – RM 10,000 Quotation At least three (3) written quotations Majority of JMC RM 10,001 and above Tender At least three (3) tenders Committee Meeting Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Petty cash is normally used to purchase items which are less expensive or items which are urgently required but is not available at site. For example, petty cash was used to buy safety equipment for the maintenance crew, stationaries and others. For any minor repair works or procurement below RM 1,000, only one (1) verbal or written quotation is required. Expenditure Requisition Procedures Building Manager identifies the need for expenditure Building Manager investigates and understands the situation, interviews relevant persons and takes pictures Building Manager invites relevant contractors, vendors, specialists and any other persons to submit their proposals, quotations and recommendations Building Manager requested to further investigate the situation, obtain additional information and source for additional proposals and quotations Building Manager fills up the Expenditure Requisition Form and attaches all relevant supporting documents Once complete, Building Manager signs ‘requested by’ in the Expenditure Requisition Form Building Manager forwards the Expenditure Requisition Form (ERF) and all attachments to the Senior Manager for verification If the Expenditure Requisition Form and all attachments prepared by the Building Manager are in order If there’s lacking in the form or the attachments prepared by the Building Manager Senior Manager signs ‘verified by’ in the Expenditure Requisition Form Building Manager forwards the Expenditure Requisition Form and all attachments to the Committee for approval If the Expenditure Requisition Form and all attachments prepared by the Building Manager are in order If there’s lacking in the form or the attachments prepared by the Building Manager Authorized Committee signs ‘approved by’ in the Expenditure Requisition Form Building Manager proceeds with confirmation of the selected quotation and issuance of Purchase Order END Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Petty Cash Procedure HBMK will initiate a petty cash float request of RM2,000 from the office bearers - (depending on the nature of the property) and designate the Building Manager as the petty cash holder/custodian Once the request has been approved by the office bearers, Accounts Executive will issue a payment voucher and cheque in favour of the Building Manager, and sent the cheque to the authorised cheque signatories for signing Once the cheque has been signed, the Building Manager will cash out the cheque and keep the monies in a petty cash box and locked it in a drawer Staff shall survey prices and obtain prior approval before purchase. Staff will raise a petty cash claim with proof of original receipts within one (1) week from purchase If the claim amount is within the authority limit of the Building Manager, the Building Manager will verify and approve the claim If the claim amount is above the authority limit of the Building Manager, the Building Manager will verify the claim and forward to the office bearers for approval Once the claim has been approved, the Account Executive will issue the petty cash payment voucher and sign ‘Prepared by’ on the voucher Building Manager will verify and sign ‘Approved by’ on the voucher Staff will collect cash and sign ‘Received by’ on the voucher Accounts Executive will stamp ‘PAID’ on the voucher, update the petty cash register, and check cash balance before filing the voucher and receipts for future cash replenishment Once the float reaches below 25% or 30 days has lapsed after the last replenishment (whichever is earlier), Accounts Exec will compile all the vouchers and supporting documents, finalise the petty cash register, and sign ‘Prepared by’ on the register Building Manager will verify the computation of the register with the vouchers and supporting documents, sign ‘Verified by’ on the register, and forward the petty cash replenishment request with all supporting documents to the office bearers for approval If there is a change of petty cash custodian, HBMK will notify the office bearers of the change and the balance of any unutilized sum will be handed over to the new custodian, who will keep the monies in a petty cash box and locked it in a drawer. Future cash replenishment will be issued in favour of the new custodian’s name. If HBMK is no longer the Property Manager, the balance of any unutilized sum will be handed over to the authorised office bearers together with a summary list and all relevant documents. END If additional petty cash funds are needed as the existing float is inadequate to meet the office and maintenance expenses, Building Manager will forward a petty cash increase request to the office bearers for approval. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Only two (2) quotations are needed for minor repair works or items that cost between RM 1,001 to RM 5,000. The Management also practices having three (3) quotations for the purchase of items or services which costs between RM 5,001 to RM 10,000 for comparison purposes. As for major repairs or upgrading works which exceeds RM 10,001, there needs to be at least three (3) tenders before a decision can be made. EMERGENCY PROCUREMENT URGENCY Urgent DESCRIPTION PROCEDURE Emergency, Manhole blockage, Leaking, Lightings/Electrical, affect safety in nature e.g., firefighting, to avoid complainant from going to press / public, any other situations deemed appropriate To obtain 1 quotation after informing the Chairman (or any contactable Committee) and to be ratified in the next Committee Meeting Furthermore, the Management will try to obtain three (3) or more quotations for important services, especially before entering into an agreement with a service provider. The Management will also present the quotations obtained in the JMC Meeting or email the documents to the JMC in order for them to make a more informed decision. Sample email sent to obtain JMB approval for rectification works at Male Sauna Room Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City K E Y P E R F OR M AN C E I N D I C AT OR S ( K P I) The Management and the JMC conducts committee meetings frequently to discuss urgent issues or matters that arises. As at December 2021, fourteen (14) JMC meetings have been conducted. The Management and the JMC also frequently communicate via the WhatsApp group chat or via emails. Dates of the committee meetings conducted No- Agenda 1st Joint Management Committee Meeting 2nd Joint Management Committee Meeting 3rd Joint Management Committee Meeting 4th Joint Management Committee Meeting 5th Joint Management Committee Meeting 6th Joint Management Committee Meeting 7th Joint Management Committee Meeting Sub Joint Management Committee Meeting 8th Joint Management Committee Meeting 9th Joint Management Committee Meeting 10th Joint Management Committee Meeting 11th Joint Management Committee Meeting 12th Joint Management Committee Meeting 13th Joint Management Committee Meeting 14th Joint Management Committee Meeting 15th Joint Management Committee Meeting Date 6th January 2020 23rd January 2020 4th March 2020 28th May 2020 28th July 2020 28th September 2020 1st December 2020 29th January 2021 31st March 2021 28th May 2021 29th July 2021 30th September 2021 11th October 2021 9th December 2021 17th February 2022 6th January 2020 Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Sample minutes of the JMC Meeting W H AT M AK E S U S D IF F ER EN T I N T H E ASP E C T OF PR O C ED U R E S & C O M P L I AN C E Apart from making sure that the procurement process is being done in a proper way by complying with the established SOP, the Management also seeks approval from the committee members before making any major decisions. For instance, renewal of contract of service providers, installation of additional CCTVs in the common area, choosing a suitable contractor for recalibration or servicing works and so on. The Management will also source for a few quotations before presenting the quotations obtained to the committee during committee meetings or via email. After obtaining the approval from the committee, only will the Management send the signed contract or issue the purchase order to the service providers or the suppliers. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Comparison table for quotations obtained for rectification works at Male Sauna Room Sample purchase order after receiving approval from the JMC for the abovementioned work Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City CRISIS MANAGEMENT AND PREPAREDNESS The most recent example of crisis management is during the Covid-19 pandemic outbreak, whereby the Management took the necessary precautions in order to ensure the safety of the residents and the onsite team. The Management strictly adhered to the SOP which was implemented by the government. Circulars and SOP issued by HBMK headquarters were also used as a guideline while implementing a new set of SOP at site. NO. S.O.P. REMARKS 1 Method of communication Minimize human interaction by encouraging residents to contact us via our office line or via emails. Alternatively, they may contact our concierge personnel via the intercom 2 Promote online transaction Encourage residents to make payments via online banking 3 Closure of common facilities Immediate closure of all common facilities such as the gymnasium and swimming pool in accordance with the SOP set by the government 4 Limit the number of visitors per entry Only one (1) resident / contractor / agent is allowed to enter the Management Office at any one time 5 Contact tracing All visitors or contractors are required to scan the QR code that is placed at our lobby and guard house before entering the building 6 Temperature scanning Compulsory for all Management staff, service providers, visitors, contractors and delivery personnel. Those with a body temperature above 37.5°C is not allowed to enter the building and will be advised to seek immediate medical attention 7 Wear face mask Encourage all residents to wear a face mask while they are at the common areas Hand sanitizers - Hand sanitizers placed at important locations in the building such as the lobby, management office and the common facilities - The Management also gave out hand sanitizers provided by HBMK headquarters to families as it was difficult to obtain them during the initial stages of the pandemic outbreak 8 Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Sample notice sent by the Management during the Covid-19 pandemic Sample memo sent by HBMK headquarters during the Covid-19 pandemic Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Sample SOP sent by HBMK headquarter during the Covid-19 pandemic Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City COLLECTIONS Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City COLLECTIONS B I L L I N G C O L L E C T I ON R AT E Billing collection report in percentage Billing vs Collection (Jan'21 - Jan'22) Billing Collection 350,000 Amount (RM) 300,000 250,000 200,000 150,000 100,000 50,000 Jan'21 Feb'21 Mar'21 Apr'21 May'21 Jun'21 Jul'21 Aug'21 Sept'21 Oct'21 Nov'21 Dec'21 Jan'22 Months Graph comparing billing to collection amount (RM) Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 120% 100% Percentage 80% 60% 98% 40% 78% 86% 79% 83% 86% 80% 82% 85% 79% 81% 85% 79% 20% 0% JAN'21 FEB'21 MAR'21 APR'21 MAY'21 JUN'21 JUL'21 AUG'21 SEPT'21 OCT'21 NOV'21 DEC'21 JAN'22 Months Collection rate (%) Based on the table above, the collection rate are significant from January 2021 to January 2022. Several owners have settled their maintenance charges during the end of the fourth quarter. The graph shows March, June, September and December collection was higher compared to the first quarter. The overall average collection rate was eighty six percent (86%) out of the total billings from January 2021 to January 2022. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City C O L L E C T I O N & R E CO V E R Y P R O C ED U R E COLLECTION PROCEDURE Issue billing on a quarterly basis Send invoices to owners via email & post Owners may pay by cheque and online transfer For both service charge and sinking fund, the management will issue invoices on a quarterly basis; i.e., in January, April, July and October. The management will then send the invoices via email and post. Owners may choose to pay their charges by cheque or online transfer. DEBT RECOVERY PROCEDURE Debt recovery is a process of recovering debts from individuals or companies in the event they refuse or fail to pay their debts. Below is the procedure that has been absorbed or followed: Issue First Reminder one month after the invoice was sent. Issue Summon (Magistrate Court) fourteen (14) days after the LOD is sent. Issue Letter of Demand (done via appointed lawyer) fourteen (14) days after the Final Reminder is sent. Issue Letter of Demand (done via appointed lawyer) fourteen (14) days after the Final Reminder is sent. Imposition of 10% Late Payment Charges fourteen (14) days after the invoice is sent. Issue Notice of Deactivation of Access Card and bar the access card of the defaulter's unit. Debt recovery procedure Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Apart the procedure above, the management also tried various ways to recover the debt or outstanding amount from the owners. Below are some methods that the management has implemented this year: I. II. Reach out to debtors via phone call, email and post. Reached out to the agents who manage many units in our building as they might have the contacts of some of the defaulters. Debt Recovery Procedure & Actions Empowered by Strata Management Act 2013 (Act 757) Sec. 34 (1) Act 757 Sec. 34 (2) Act 757 Sec. 34 (3) Act 757 Where a sum becomes recoverable by the developer from the purchaser in respect of his parcel by virtue of subsection 12(5), or by the joint management body from the parcel owner in respect of his parcel by virtue of subsection 25(6) or 33(3), the developer or the joint management body may serve on the purchaser or the parcel owner, as the case may be, a written notice demanding payment of the sum due within the period as may be specified in the notice which shall not be less than fourteen days from the date of service of the notice. If any sum remains unpaid by the purchaser or parcel owner at the end of the period specified in the notice under subsection (1), the developer or the joint management body, as the case may be, may file a summons or claim in a court of competent jurisdiction or in the Tribunal for the recovery of the said sum or as an alternative to recovery under this section, resort to recovery under section 35. Any purchaser or parcel owner who, without reasonable excuse, fails to comply with the notice referred to in subsection (1) commits an offence and shall, on conviction, be liable to a fine not exceeding five thousand ringgit or to imprisonment for a term not exceeding three years or to both, and in the case of a continuing offence, to a further fine not exceeding fifty ringgit for every day or part thereof during which the offence continues after conviction. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City D E BT OR A G IN G R EPO R T Debtors aging report as at January 2022 Month Debtor Aging (RM) Jan'21 895,082 1,000,000 Feb'21 726,376 900,000 Mar'21 645,260 800,000 Apr'21 558,952 May'21 631,504 June'21 657,034 July'21 397,501 Aug'21 568,016 200,000 Sept'21 564,742 100,000 Oct'21 443,346 0 Nov'21 490,030 Dec'21 483,697 Jan'22 430,712 700,000 600,000 500,000 400,000 300,000 Debtors aging report January 2021 to January 2022 With reference to the debtor aging report balance, the total amount due from the owners was approximately RM 430,712 as at January 2022. Out of the abovementioned total, RM 80,862 was the outstanding amount kept below 1 month, whereas the outstanding amount between 2 months to 3 months were approximately RM 90,172, the balance outstanding amount above 4 months were approximately RM 576,224. The table above also shows that many owners have made payment in advance. This means that the 42% of payment in advance are made by the owners on time or even earlier. Based on the debtor aging report from January 2021 to January 2022, the management was able to reduce the number of debtors owing from RM 895,082 in January 2021 to RM 430,712 in January 2022. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City FINANCIAL SUSTAINABILITY Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City FINANCIAL SUSTAINABILITY B U D G E T V AR I AN C E R E P OR T A budget is an estimation of the revenue and expenses over a specified future period and it is usually compiled and re-evaluated on a periodic basis. The management prepares a budget to monitor the building’s expenses, help control spending and predict surplus or deficit for a particular time frame. The budget will be prepared during the last quarter of the financial year for the committee to review and subsequently seek their approval. Comparison between budgeted accounts and actual accounts from July 2020 to June 2021 ADHERENCE TO BUDGET Total Income Total Expenditure Total Surplus / (Deficit) 4,000,000 3,500,000 Amount (RM) 3,000,000 2,500,000 2,000,000 1,500,000 1,000,000 500,000 July'20 to Jun'21 Budget (RM) July'20 to Jun'21 Actual (RM) The table and graph above show a surplus balance for the budgeted account and actual account. This is because the actual expenditures were lower than the budgeted expenditures. Overall, there was a surplus variance between the budgeted accounts and actual accounts which means the Management spent within the budget. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Another good practice in linking cost management to budgeting is the strategic use of variance analysis. Variance analysis is the study of the differences between the budgeted and actual costs. Comparison between the breakdown of budgeted expenditures and the breakdown of actual expenditures from 1st July 2020 to 30th June 2021 Jul'20 to June'21 Budget (RM) Contractual expenditure Amount (RM) % Variance (RM) Jul'20 to June'21 Actual (RM) Contractual expenditure 2,210,796 65% -91,673 Utilities 755,760 22% -21,388 Utilities Repair and maintenance 125,400 4% Administration 301,645 9% Total 3,393,601 Breakdown of budgeted expenditures 90,270 Repair and maintenance -99,419 Administration -204,084 Total Amount (RM) % 2,119,123 65% 734,372 22% 215,670 7% 202,226 6% 3,271,391 Breakdown of actual expenditures Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City The highest cost optimization was on administrative expenditures; i.e., RM 99,419, followed by contractual expenditures which was at RM 91,673 and utilities expenditures was at RM 21,388. There was an overspent of RM 90,270 due to repair and maintenance. Both pie charts shows the percentage of the budgeted and actual expenditures in details. Overall, most of the actual expenditures were lower than the budgeted expenditures except for the repair and maintenance. MANAGEMENT INITIATIVES & INNOVATION Approval Procedure Require at least one (1) written quotation for any minor repair works or procurement below RM1,000. Has to be approved by the Building Manager. For major repair/upgrading works, two (2) to three (3) quotations are required for comparison and to be approved by the JMC. Compare Quotations In order to save more money, the management will obtain more than one quotations in some instances and compare them so as to find the best deals. Buy Items in Bulk The management will try to buy hardware and electrical items in bulk to save cost. Timer Upgrading & Repair Works Spending Lesser than the Budgeted Amount Timer is set to ensure the lights are working during the necessary time. The in-house technicians will be the one carrying out upgrading work for the common area. This means we save a lot of money as we do not need to outsource the work to other contractors (eg.: minor repainting works). Spend less than the approved amount for festival decorations and other items that have been budgeted. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City SECURITY Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City SECURITY Batman once said, “Discipline does not mean control. Discipline means having the sense to do what is needed”. And what is needed and essential in every building, especially residential, is the sense of security. The sense of security is what is expected of the buyers turned residents of DC Residensi, and it is what the team provides. CCTVs at the security guard house are being monitored 24hours daily Security guards (patrolling & clocking) Barrier gate system (entry and exit) Security Measures Electromagnetic Lock (EM Lock) Access card system Security measures at DC Residensi Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City S E C U R IT Y M EA S U R ES 1. Closed-Circuit Television (CCTV) A total of 150 CCTVs have been installed at the building and along the perimeter to enhance the security of the building. A security guard will be stationed at the control room in order to monitor all the CCTVs on a 24/7 basis. If the security guard finds that any of the CCTV is not working, he will immediately inform the Management and we will then have our contractor to repair it. In-house technicians will also check the CCTV system once a week to ensure that the system is functioning well. Lift lobby Concierge Control Room Pool deck Car park Building exit Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 2. Barrier Gate System The barrier gate system is often used at residential buildings due to its reliability. Barrier gate (also known as boom gate) is a pivoted bar which will require the driver to tap his / her transponder card against the sensing plate to enter and exit the building. There are two barrier gates at each side of the entry and exit point of DC Residensi, one for the residents and one for visitors. Main entrance Entry and Exit Point Second Entrance Entry Point 3. Access Card System With this system in place, all residents are issued an access card to enter the building. Upon entry to the lift lobby, residents are required to use an access card in order to press the button of a particular level, before gaining access to their units or the common facilities. Use of access card to enter the lift lobby Use of access card in the lift in order to enter a certain level in the building Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 4. Electromagnetic Lock (EM Lock) EM Lock at the car park lift lobby Push button An electromagnetic lock is a locking device which consists of an electromagnet and an armature plate. It uses an electromagnetic force to stop doors from opening and it also automatically closes the doors after a person exits from that particular access point. This safety feature protects the building from unauthorized visitors. 5. Security Guards The service provider engaged to provide security services in DC Residensi, Enforce Security Services (M) Sdn. Bhd., deploys a total of eight (18) security guards; i.e., nine (9) for day shift and nine (9) for night shift to ensure the general safety and the security of the premises. A security audit will be conducted regularly to ensure that all the security systems are functioning well. All security guards are required to follow the SOP and KPI prepared by the Management to ensure that they perform their duties well. Briefings are also done regularly to update the security guards regarding the latest site SOP as well as to inform the security guards on the actions that should be taken in the event of any emergency. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City To prevent any crime or unwanted situation from happening in DC Residensi, the performance of the security guards are extremely important. Any misconduct will be strictly penalized. Below are some of the penalties set by the Management: A MAJOR MISCONDUCT PENALTY SUM 1 Sleeping while on duty RM 150.00 per guard for 1st offence, subsequent offence leads to dismissal 2 Under the influence of alcohol or drugs RM 150.00 per guard + dismissal 3 Security personal absent without management approval for the replacement (Security personal late for work more than 4 hours will be considered as absenteeism) RM 150.00 per guard per day 4 Security personal work more than 12 hours without prior approval from the Company RM 150.00 per guard 5 Insubordination Dismissal 6 Fighting RM 150.00 per guard + dismissal 7 Vandalism of common/Client’s properties RM 150.00 per guard + dismissal and bear the cost of reinstatement 8 Release of confidential information without prior approval from the Company RM 150.00 + dismissal RM 150.00 per guard for 1st offence, subsequent offence leads to dismissal RM 150.00 per guard for 1st offence, subsequent offence leads to dismissal 9 Abandoning post without just cause 10 Failure to comply to respective property’s House Rules and Standard Operating Procedures 11 In relationship with maids/cleaner RM 150.00 + dismissal 12 Disobey / did not follow instruction given by superior or management RM 150.00 13 Late attendance of exceeding 10 minutes per security, 3 times in a month RM 50.00 per offence 14 Usage of mobile phone other than for site updating purpose 15 Caught smoking while on duty RM 150.00 per guard for 1st offence, subsequent offence leads to dismissal RM 150.00 per guard for 1st offence. Subsequent offence leads to dismissal Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City K E Y P E R F OR M AN C E I N D I C AT OR ( K P I) The Management sets a level of Key Performance Indicators (KPI) for the security guards with the hope to continue seeing improvement in their services. As the current security company was engaged at the end of last year, there were quite some complaints from the residents during the initial stage as they were adjusting to the new environment at site. The Management then requested the security guards to include reducing the number of complaints from the residents or visitors as one of their KPI. After the first two months or so, the complaints have turned into compliments. The number of complaints made were reduced significantly. The residents also provided feedbacks mentioning that the security guards are very helpful and alert. Apart from offering trolleys for residents when they came back with groceries, the guards also helped to send the residents’ visitors to their unit. The security guards are also constantly reminded to greet the residents and visitors politely whenever they see them. The Management frequently carry out spot checks to make sure that the security guards adhere to the rules set out by the Management. In addition to that, clocking around the entire building is conducted every four (4) hours, apart from the regular patrolling. The clocking time for the security guards are set at 12 a.m., 4 a.m. and 8 a.m. daily. The security guards are given a set of checklists where they are required to fill and submit to the Management on a daily basis. The Management will then review the checklists and inform the Security Supervisor should there be any issues with the information provided in the checklists. Though with only a few months to review, the task has been carried out diligently by the guards and the Management is satisfied with their work performance. During previous incidents of lift breakdown or mantrap, the guards will inform the Management and the necessary action of calling OTIS was needed to be done by the Management, however the security guards have learnt to call the OTIS hotline directly, hence this is another improvement that the Management has noticed. S O P F OR CR I S I S M AN A G E M EN T During the Covid-19 pandemic, several steps was taken by the Management to prevent the spread of the virus. As listed previously, hand sanitizers are placed at important locations around the building such as the main lobby, gymnasium and management office. Other steps taken are as below: 1. Social Distancing (a) Limit the number of users at all common facilities: Set a limit to the number of residents allowed inside the gymnasium at any one time so as to comply with the SOP issued by the government. The security guards will constantly check the number of residents using the common facilities by monitoring the CCTV. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 2. Food / Parcel Delivery (a) Delivery personnel are not allowed to enter the building: They may only leave the item at the dropoff point near the concierge counter and the residents will need to collect the item themselves. A security guard is stationed near the drop-off point to ensure that the delivery personnel and residents follows the SOP strictly. (b) Checking of body temperature: The delivery personnel will also have their body temperature checked at our main lobby before placing the food or parcel at the drop-off point. 3. Renovation / Delivery of Household Goods All renovation works in the internal units were not allowed during the Movement Control Order (MCO) period. When the government allowed for renovation works to resume, the Management made sure that there is a set of clear SOP for all the contractors to follow. The same goes for the SOP for the delivery of household goods. NO. SOP FOR CONTRACTORS / MOVERS REMARKS 1 Limit the number of contractors / movers in a unit Each unit can only have a maximum of ten (10) contractors / movers inside at any one point in time 2 Covid-19 test results The contractors who hired foreign workers will have to provide their Covid-19 test results before entry is permitted 3 Checking of body temperature Must be checked daily and it must not exceed 37.5°C 4 Face mask A face mask has to be worn at all times 5 Scan the QR code provided For contact tracing purposes Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 4. Moving In / Out NO. SOP FOR MOVING IN / OUT REMARKS 1 Obtain management approval All residents who are moving in/out will have to inform the management beforehand and obtain approval 2 Passport For foreigners only, so as to find out how many days has the person been in Malaysia and whether he/she has already been quarantined for 14 days 3 Covid-19 test results Encouraged to be available 4 Checking of body temperature Must have the body temperature checked before entering the building and it must not exceed 37.5°C 5 Face mask A face mask has to be worn while at the common areas Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City COMMUNITY AND COMMUNICATION Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City COMMUNITY AND COMMUNICATION Concierge Service Communication Methods Notices Email Methods of communication used at DC Residensi M E T H O D S O F C O M MU N I C A T I ON 1. Concierge Service Concierge service has become increasingly popular in recent years as it is one of the things which differentiates a high-end residence from others. This service is currently being offered at DC Residensi for 8 hours daily; from 9 a.m. to 5 p.m. It acts as one of the main communication channels between the management and the residents. All our concierge personnel are well trained and is able to converse fluently in Bahasa Malaysia and English. Besides helping our residents to keep their parcels, our concierge is also responsible for the bookings of our common facilities, as well as other concierge related services. Concierge personnel at the lobby Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 2. Public Address System Another communication method used in the building is the public address system. This method is commonly used to inform our residents about our fire alarm inspections. PA system found in the guard house 3. Notices The Management also often send notices to our residents via email and place them on the notice board to update the residents about the latest site operations, improvement works that are being carried out, government regulations and so on. Sample notice which was sent out to the residents Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 4. Email We communicated with our residents through emails. This is to ensure all the communications are well traced. Sample chat messages with the residents and agents S O P U P ON R E C E I V I N G A CO M P L A I N T Complaint is something that the management takes very seriously. As such, we have came up with a SOP on what needs to be done when we receive a complaint from our residents. At the end of the year, we will also request for residents to fill in the Customer Satisfaction Survey form so that we can see how we could further improve in various aspects. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City 1. The management receives a complaint from a resident. 2. The management acknowledges the complaint within 24 hours. 8. The Building Manager will check the complaint template again at the end of the month to ensure that all complaints have been resolved. 7. The resident is being updated on the outcome and solution to the problem. 3. The complaint is recorded in the complaint template. 4. The management identifies the nature of the complaint. 6. The management tries to resolve the issue within three (3) days. 5. The relevant staff is assigned to investigate and verify the complaint. Complaint Management SOP Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City Sample of complaint template S E N S E O F C O M MU N IT Y In an effort to foster a sense of community amongst the residents, the common area will be beautifully decorated during the festive seasons so as to liven up the atmosphere in the building. Residents may take pictures at our common area (especially the main lobby) and share them with their family and friends. In January this year, the JMB had organized a lion dance event in conjunction with Chinese New Year and invited our residents to attend the celebration. Lion dance performance during the Chinese New Year Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City DEVELOPMENT VALUE / YIELD Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City DEVELOPMENT VALUE / YIELD C H AN G E OF A VE R AG E P E R S Q U A R E FE ET Average psf value 2019 2020 2021 RM 1,250 RM 1,500 RM 1,250 Source: Landplus V A L U E O F T H E PR OP E R T Y I N T H E LA S T T H R E E Y E AR S The average per square foot (psf) value in 2019 was RM 1,250. The average psf value has increased to RM 1,500 psf in the year 2020. That is an increase of 20%. In 2021, the value has dropped slightly to RM 1,250 psf. This was caused by various factors which will be explained below. Malaysia’s Best Managed & Sustainable Property Awards 2022 Badan Pengurusan Bersama Damansara City BUYING POWER COVID-19 PANDEMIC Due to the pandemic, many people are becoming more careful with their spending. Most people will choose to keep their cash for emergency situations. Most people have not received increments in their salaries and some have even lost their jobs. This has caused the people’s buying power to drop. As the market becomes softer, prices will automatically drop as well. SUPPLY EXCEEDS DEMAND Quite a few new projects are being built around this area. This has resulted in the supply of high rise serviced residences to increase significantly. However, the number of people who can afford such expensive houses have not increased. C U R R EN T A V ER A G E R EN T A L Y I E L D In the real estate or property industry, the yield refers to the total annual income gained from the investment. Monthly rental collection is the main source of income for the investors and parcel owners. It is calculated using the annual rental income of the property and divided by the total amount invested into the property. The current rental yield of DC Residensi is around 4.88%, compared to 3.26% a year ago in Q2 2020. The highest rental yield ever recorded was 4.88% in Q3 2021; whilst the lowest one was 3.0% in Q3 2020 Source: Landplus