DEBT RECOVERY SOPS IN STRATA HOUSING: A KLANG VALLEY CASE STUDY

This study investigates the effectiveness of standard operating procedures (SOPs) in enhancing the collection and recovery of outstanding maintenance fees in stratified residential properties within the Klang Valley. It aims to identify the causes of poor fee collection, examine collection failures, and assess the financial management impact of SOP implementation. A qualitative case study approach was employed, analyzing low-cost, medium-cost, and high-cost stratified properties categorized by market price. Data were collected through documentation and financial performance records to explore the relationship between SOP implementation and maintenance fee collection efficiency. The study finds that consistent implementation of SOPs significantly improves debt recovery and financial performance in low- and medium-cost properties, where collection challenges are more prevalent. In high-cost properties, while financial performance was also positive, the results suggest the influence of additional factors beyond SOPs, such as resident demographics and management practices. This research contributes to the limited literature on financial governance in stratified property management by empirically assessing the role of SOPs. However, the study is geographically limited to the Klang Valley and relies on a small number of case studies, which may affect the generalizability of the findings. Property managers and local authorities can use these findings to implement or enhance SOPs tailored to different property categories, improving financial stability and maintenance service delivery in residential developments.