Case study 1: Communication with homeowners

One of the most important responsibilities of an HOA manager is communication with homeowners.  Failing to respond to emails and phone calls or not providing adequate information about HOA meetings and decisions is poor practice and creates frustration and confusion among homeowners, leading to a breakdown in trust and a lack of cooperation.

For example, in one HOA, the board of directors failed to communicate with homeowners about a planned renovation project. The homeowners were not informed about the details of the project or the timeline for completion. As a result, they became frustrated and began to question the competence of their leadership group making it more difficult to manage affairs going forward.

To avoid this mistake, HOA boards should make communication a top priority. They should respond promptly to emails and phone calls, provide regular updates on HOA meetings and decisions, and be transparent about any changes or updates to HOA policies and procedures.

Case study 2: Management of finances

Managing the finances of an HOA requires diligence.  Record keeping, project budgeting, collection of dues and fees are all functions that ensure stability for the HOA and instill confidence among homeowners.

For example, in one HOA, the volunteer board failed to keep accurate records of expenses and income. This led to confusion about the HOA’s financial status and made it difficult for the group to make informed decisions about future projects and expenses. As a result, the HOA’s financial stability was at stake, leading to tension and frustration among homeowners.

To avoid this misstep, HOA boards should diligently keep records of all expenses and income, create a budget, and collect dues and fees from homeowners in a timely and consistent manner.

Case study 3: Enforcement of rules and regulations

HOA enforcement of rules and regulations includes addressing violations of HOA policies, such as noise complaints or failure to maintain property, or failing to enforce penalties for violations. While an unpopular task among volunteer board members, failure to enforce rules and regulations can lead to a breakdown in trust and cooperation among homeowners and can create a sense of unfairness and inconsistency and may leave the association vulnerable to potential legal action or lawsuits.

For example, in one HOA, the board failed to enforce penalties for violations of HOA policies. This led to frustration among homeowners who felt that some members were being treated unfairly. As a result, there was a breakdown in trust and cooperation among homeowners, making it more difficult to manage the affairs of the HOA.

Rules and regulations need to be widely distributed, enforced consistently and fairly, and communicated in a timely and regular manner with homeowners.  Engaging with an individual who has strong communication skills and experience on the HOA board can help ease these often-difficult interactions.

Lessons learned

From these case studies, we can identify some key takeaways for success. First, communication is key. Working to establish regular and clear communication with homeowners about HOA policies, procedures, and decisions is a best practice. Second, sound financial management practices are crucial. Accurate records of all expenses and income should be well-kept, budgets should be created, and dues and fees should be collected in a timely manner. Finally, consistency and fairness in enforcing rules and regulations is essential. Violations of policies should be addressed in a timely and consistent manner and communicated clearly with homeowners.

The importance of professional HOA management

While it is possible for volunteer boards to manage the affairs of an HOA on their own, there are many benefits to hiring a professional HOA management company. Professional HOA management companies have the expertise and resources to handle all aspects of HOA management, from financial management to communication with homeowners. They can help to ensure that the HOA runs smoothly and efficiently.