We’re delighted to announce that Jean Burns has been awarded the 2025–2026 SCA (NSW) Strata Community Manager of the Year, recognising her outstanding professionalism, technical capability, and unwavering commitment to client care.
Jean joined Strata Plus with a clear mission: to bring clarity, calm, and consistency to an industry where complexity is the norm and trust must be earned. Her portfolio spans diverse schemes—from growing residential estates in Western Sydney to landmark waterfront precincts and multi-layered BMCs. Across them all, Jean’s approach remains the same: show up, stay accountable, communicate clearly, and never stop learning.
Turning Frustration into Trust
Strata management is often about solving problems, but Jean sees it as something more: “Customer service isn’t just about fixing issues—it’s about building trust through consistent action and genuine care.” That philosophy has shaped the way Jean handles even the most difficult situations.
One such moment came when a non-committee owner escalated complaints to their managing agent, including a call to terminate Strata Plus. Rather than go on the defensive, Jean reached out directly, offering a detailed and transparent briefing on the building’s history and current priorities. That one act of openness transformed the owner’s view—they retracted their complaints and became a vocal advocate.
Another time, Jean stepped in to assist owners dealing with mould and ventilation issues, even though it fell outside strata responsibility. She arranged for two remediation specialists to offer free assessments and water testing, helping residents pinpoint the problem and avoid unnecessary investigation costs. It’s this combination of care, initiative, and practicality that sets Jean apart.
Calm in Complexity
At a time when regulations are evolving rapidly and insurance claims are becoming increasingly complex, Jean is recognised for her level-headedness and technical expertise. A recent challenge involving a failed diesel fire pump highlighted her skill in navigating stakeholder pressure, urgent compliance timeframes, and a contested insurance claim. Although the insurer’s position ultimately constrained the outcome, the building committee commended Jean’s advocacy and tenacity throughout—a reflection of the trust she has earned, not just the tasks she completes.
Smart Tools, Real Results
Jean doesn’t just manage work; she continually refines processes for a more effective and faster response. By integrating complementary software, Jean has significantly improved her efficiency and reduced inter-scheme coordination time from 30 minutes to under 5 minutes.
But these aren’t just productivity wins, they’re customer service outcomes. Faster communication. Fewer delays. Less back and forth. Jean not only tests new tools but also mentors others to do the same, contributing to a more innovative and agile culture at Strata Plus.
Backed by Clients, Guided by Purpose
Jean’s impact is best reflected in feedback from her most recent committee survey:
“Jean’s approachable style and organisational skills have been key to helping us navigate issues confidently and smoothly… her support makes a real difference.”
“Jean is always responsive, courteous, and exceptionally professional. She explains complex matters clearly, enabling informed decisions.”
“Jean’s quick response time, technical depth, and consistent follow-up set a high standard in the industry.”
“Jean is dependable, results-driven, and gives our committee confidence that matters will be followed up promptly and properly.”
Looking Ahead
Jean is a big believer in further education. She holds a Class 1 Strata Licence and has most recently completed Auctioneer Accreditation, as well as recent training in sustainability, advanced customer service, modern slavery, mental health, and complex building appointments. She actively contributes to internal knowledge sharing and the development of owner-facing educational content, such as the “Less Frequently Asked Questions” section on the Strata Plus website.
Her goal over the next three years? To become a recognised leader in BMC management, continue mentoring staff, and champion more competent ways of working that benefit both clients and colleagues.
Jean’s recognition continues Strata Plus’s outstanding track record, with the company also receiving this year’s Large Strata Business Award and Joshua Jasnos being named Senior Strata Community Manager of the Year. This follows previous individual recognitions including Faye Tang (Senior Strata Community Manager 2024), Tammy Dunn (Strata Community Manager 2024), and Belinda Hawes (Strata Community Manager 2023)—reflecting the sustained excellence and collaborative culture that define our team.
Congratulations, Jean—your leadership, innovation, and integrity represent the future of strata management.
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