As we stroll through Essex Gardens, the first phase of the Setia Eco Templer township in Rawang, Selangor, it is clear that this is a close-knit community. Management corporation (MC) chairman C K Lee and Laurelcap Property Management Sdn Bhd associate director Ho Hon Chiap often stop during our walk to greet and chat with the residents. There is a sense of ease in their interactions, one that is not easy to come by these days.

"I always tell Ho that if everyone smiles upon seeing you, it means you are doing a good job," Lee says. "Indeed, our [the MC's] relationship with the MO (management office) is very close. We are helping, supporting and facilitating each other to work towards the same goal — to make Essex Gardens the top place to stay in this part of the Klang Valley.

Ho says: "All 11 MC committees have been really, really supportive in helping us carry out day-to-day and mid- to long-term management plans for such a unique project here. They are also the most committed MC and most close-knit community that I have ever worked with.

"But having said that, the stress is also there, as the residents really care about the community. Every day, we receive messages and photos from the residents about different things — maybe debris in the pond or some street light not working. Every one of them is concerned about the community, and they sincerely want this little paradise they call home to stay as it is now and in the future."

Away from the hustle and bustle of city life, the picturesque Setia Eco Templer is a one-of-a-kind landed residential development, as it is adjacent to the majestic Bukit Takun, Templer's Park and Kanching Eco-Forest Park. With nine natural creeks and a river from the forest running through Essex Gardens, it is an oasis for nature lovers.

"The residents of Essex Gardens are nature lovers, which is why we share the same goal of keeping the place as original as possible — hence the high expectations in property management," Lee says.

The 194-acre Setia Eco Templer was developed by S P Setia Bhd (KL:SPSETIA), and built around the natural terrain, hence the low density. Essex Gardens comprises only 234 houses on a 45.32-acre tract, which translates into roughly five houses per acre.

"If we do some mathematics here, there is only one unit for every 8,000 sq ft. The average land size per unit is 3,000 sq ft, so that means that some 25,000 sq ft in an acre is common area. Now, you can imagine the work involved in the upkeep of the place, especially the landscape — as the trees, plants, creeks and river are all natural, even the drain is natural. Most importantly, they represent Essex Gardens. Without these natural features, the project is no longer unique," Lee says.

Common goal

A community that shares a goal is the key to success for this development. It achieved a 96.85% collection rate in 2023, despite the 11% increase in maintenance fees from RM2.25 per share unit to RM2.50 in October 2023.

"It was the first revision since the project's VP (vacant possession) in 2019. It was a necessary move because, from 2022 to 2023, our account was in deficit, which caused some maintenance work to be deferred because of budget constraints. With the increase in maintenance fee, major maintenance and upgrading works have been carried out over the past few months, such as repainting works and replacement of the solar bollard lights," says Lee.

Coming up with a plan and budget for monthly and long-term maintenance work was the first priority when Laurelcap was appointed property manager for Essex Gardens two years ago.

"The project was not in its best condition when we first took over. But we can't blame the previous MO. It was mainly due to the lockdowns. At that time, there were many restrictions on carrying out maintenance and upkeep work. Do not forget that the common areas of Essex Gardens required extra daily attention, such as tree pruning and trimming, and creek and river cleaning and maintenance," Ho explains.

The blurred line between wear and tear and defects also contributed to the delay in maintenance work, he adds. "It is a one-of-a-kind project with so many natural elements. There was some debate and discussion on which falls under wear and tear, and which one is a defect that needs to be rectified."

Lee says the rising cost of property management also contributed to the project's falling into "bad shape". "Therefore, raising the maintenance fees is a must and the proposed rate is reasonable. The agenda was quickly approved by the residents because our wish is to get the place back in shape as soon as possible."

Thanks to the determination of residents and the property management team, Essex Gardens has successfully regained its former prestige. This achievement culminated in its emergence as a Gold winner in the Below 10 Years — Multiple-owned Strata Residential category at The Edge Malaysia Best Managed & Sustainable Awards 2024 (BMSPA 2024).

Art of communication

A key performance index that was given to the property management team by the MC was "befriend and get close" to all the proprietors, says Lee.

"As a property investor myself, I understand how important a responsible and responsive MO is to property value creation. Listening to the residents, hearing them out, communicating with them, and building good relationships are secrets of efficient property management," Lee says. "However, we do not encourage the MO to go beyond its boundaries to attend to some unreasonable request. Anything beyond its responsibility, the MC will step in to help. It is also our responsibility as part of the MC, to be the mediator between the MO, resident and developer."

Lee adds that maintaining a good relationship with the developer is vital for future advisory on the project's related matters.

"The developer is resourceful. It is the designer and builder of the project and it has the experience and expertise in handling emergencies when something beyond the MC and MO's capabilities happens. For example, a minor landslide happened in Essex Gardens in 2022, when the Klang Valley experienced abnormal rainfall, which caused several flash floods here and there. The developer took the initiative to restore the site at its own cost," he recalls.

The developer has also agreed to spend RM2.1 million to set up 1.2km of perimeter fencing with CCTV, motion sensors and spotlights between the houses and a public river, whose section that is within the gated community is currently closed to the public.

"The authority has issued a statement [to open up the river]; so, it is something that is happening soon. Once it happens, outsiders will be able to access Essex Gardens freely from upstream.

"Thus, the fencing is important, direct access to a natural running river was one of the biggest selling points of Essex Gardens, which was a problem to solve. As much as we want the place to stay as it is, we cannot oppose the local authority's decision, as it is true that the river is public and it is not part of the compound, and we are made aware of it. We want the beauty, but security is paramount. And we are very grateful that S P Setia was willing to build it for us at its own cost after some meetings and discussions," Lee says.

He adds that it is also a result of the good relationship that the MC and residents have maintained with the developer over the years.

Apart from the perimeter fencing, the MC is also looking to upgrade the development's campsite with new a toilet and washing area, as well as build a futsal court and a floating event space on the two-acre lake.

"We have a playground and open field, but we do not have a futsal area for active residents. We also lack a multipurpose hall or an event space to organise community activities or private parties. Our lake on the south is farther away from the housing area, surrounded by forest, making it an ideal location for an event space. We are thinking of a floating platform on the lake that can hold about 150 people, just nice for a small wedding or community yoga or exercise space," Lee says.

Asked about the importance of strong community and professional property management, Lee says both parties are crucial in sustaining a development.

"We (MC members and property manager) will not stay in our positions forever. Apart from restoring and maintaining this place to its original shape as much as possible, and continuing to enhance it, our main task is also to refine the SOPs and set a benchmark for management. This will ensure that in the future, no matter who takes over our current role, there will be a clear guideline and expectations to meet. It is also one of the key reasons for us to participate in BMSPA 2024."