Navigating building defect management in Australian apartments: processes and impacts on resident well-being

Purpose This study aims to investigate how apartment residents and strata managers in Australian apartments navigate the challenges of building defects and examine the impacts of these experiences on residents’ well-being. Design/methodology/approach Using a qualitative approach, photo-elicitation interviews were conducted with apartment residents and semi-structured interviews with strata managers. The study explored the types of defects encountered, the processes followed post-detection and the personal and organisational responses to defect management. Findings Findings show that the strata regulatory model, knowledge gaps and ineffective processes led to residents’ feelings of frustration, hopelessness, shame and anxiety and to managers’ feelings of despondency and cynicism. Successful outcomes, however, depend on the alignment of key factors, including proactive committees, experienced managers and adequate funding. Originality/value This study contributes to an emerging body of research by centring the lived experiences of residents and managers, highlighting the social and emotional dimensions of defect resolution. It underscores the need for systemic reforms that extend beyond technical compliance to improve post-occupancy defect management, strengthen governance and ensure housing quality and safety are maintained throughout the building lifecycle.