HOA Management Best Practices – What Your Association Should Expect
February 12, 2020
Each management company will take a different approach to providing their services to a community. Though these approaches may vary, there are a few best practices that should be looked for when determining if a management company is right for your community. We have mapped out a list of the top best practices that an association should expect a great management company to utilize.
1. Communication
Open communication with your Property Manager should be a given in the Community Association Management Industry. We believe that maintaining clear communication between the Board of Directors and their Property Manager is an integral step in the successful management of a community. Prioritizing the needs and concerns of the Board is part of the Property Manager’s job. If your management company is implementing this best practice, you should be able to schedule a meeting with your Property Manager quickly, have emails responded to within 24-hours, and have missed phone calls returned promptly (if not answered immediately).
Residents should be able to call their management company and speak to a live resident services specialist for any issues that may arise. For many concerns, this can provide an instant resolution to the problem. At Castle, one of our best practices is to have our Property Managers hold monthly meetings where residents can voice concerns in an open setting. If your residents do not feel that they are being heard, then your management company has likely not implemented communication as one of their best practices.
2. Transparency
Transparency is a best practice that is achieved through openness and organization. By maintaining careful organization on everything from past budgets to governing documents, your board members can be prepared and well-informed when it comes time to make important decisions.
Transparency also heavily deals with accessibility. Is your management company accessible? Do you have the support you need when you need it? It is widely known that management companies can promise these things, but can they show you how they actually implement transparency on a day-to-day basis? These are all pivotal questions to consider when determining how transparent a management company is.
3. Follow-Through
As a board member, you should be confident that when your Property Manager says they are going to do something, they do it. There are many contributing factors to a management company’s ability to follow-through. Accountability is an important attribute for Property Managers to possess and is a quality Castle Group looks for in all our team members. Many responsibilities come with being a Property Manager and being able to follow-through on all Resident or Board Member concerns is an integral part of providing exceptional service to your clients.
4. Finding the Right People
Whether it be a maintenance employee or your Property Manager, Board Members should expect exceptional, experienced individuals to be working for their community. Every employee should be accommodating to the needs of residents. The individuals who are willing to put in that extra bit of effort that makes a difference in a resident’s day are the employees that should be sought after and hired by your management company. Prioritizing the resident experience during every interaction makes a noticeable and tangible difference in the management of a community.
Board Members should expect a good management company to have a resident-centered mindset. The success of a Property Manager is directly related to their ability to keep residents in mind. We achieve this resident-centered approach at Castle Group through our Royal Service® training program, which all employees go through.
Tags:
association management, hoa best practices, professional management, property manager
