Category: Communication

It’s Monday morning and you are hit with 50 emails from owners that have rolled in over the weekend. 2 people flagged you down before you got into your car because they had maintenance issues to discuss. By noon, you’ve received 4 phone calls, and you wouldn’t even consider that a busy day.

There is a better way to handle communication and requests. Digital communication solutions will make a big difference.

Table of contents

• What is it that owners are asking for?
• The consequences of ineffective communication
• So, what’s the best way to handle HOA communication and requests?

Managing a homeowners association requires an extraordinary amount of people care.  That means responding to questions, sharing information and scheduling repairs in a timely manner.

But, regardless of whether you are a property manager or a board member of a self-managed community, staying on top of communications and requests is a challenge.

Questions come from all directions, at all times of day, making it hard to track and manage them.  

Even if you have some type of system in place, it’s easy to forget about the gardening question you received when you crossed paths with a long-time member. You had every intention to respond to him, but you had other tasks to attend to, and by the time the day ended, you had completely forgotten about that short conversation.    

What is it that owners are asking for? 

While owners will bring forward a few odd or complex requests, the bulk of the questions are simple and repetitive. They include:

• How do I pay fees/when are fees due?
• When is the next member meeting?
• Can I see the annual budget?
• Can I see meeting minutes?
• Can I review the CC&Rs?
• How can I make my neighbor follow the rules?
• How do I log on to the owner portal?
• Where can my friend park their car overnight?

Similarly, owners will ask, for the most part, the same questions about repairs:

• Does the HOA cover this?
• Who is responsible for gutters?
• Where do I report a repair issue?
• What does HOA insurance cover?

Regardless of the question, communication plays a crucial role in each scenario. Other than finances, communication will dictate how well or poorly an HOA operates.

While effective communication won’t solve everything, it can absolutely increase owner satisfaction and ultimately reduce costs associated with rule enforcement and labor.

The consequences of ineffective communication

We’re all human, and we all make mistakes. But when communication becomes chronically ineffective, the entire HOA suffers.     

This is what often happens when owners can get the information they require:

Lower engagement

Owners feel like they are not valued when responses are slow or non-existent. They become annoyed, apathetic, and even angry with management, the board, or both.

Owners slowly become less involved in their community, and fewer people show up to meetings. This makes it harder for the HOA to reach quorum, which slows down projects and productivity.

Increase in violations

Remember the owner who asked about gardening? He never got an answer, so he went ahead and planted a vegetable garden in his backyard. Unfortunately, the HOA doesn’t allow vegetable gardens because they attract invasive species native to the area.

Now the board or manager has to notify the owner, and follow up to ensure that he dismantles the garden.

More complaints

You probably won’t hear anything from owners if they are satisfied with the work you are doing, but you’ll get an earful if they are unhappy. When owners lack critical information, they will take up more of the board’s time, and show less support.  

Additional maintenance expenses

If information about a maintenance issue doesn’t get to the correct person within a day or two, the problem could become worse depending on what it is. That means a small repair could morph into an expensive emergency repair.   

So, what’s the best way to handle HOA communication and requests?

That’s a bit of a trick question, because there is no one “best” way to address this challenge. Instead, HOA communities are encouraged to use a combination of clear, transparent, and organized communication strategies, supported by HOA technology.

1.  Use multiple communication avenues
Almost every can and will use email. Even older members have email accounts, making email a cost-effective and convenient communication tool. It’s a lot quicker to reach 500 people electronically than it is by printing and mailing notices. And, with mobile apps, owners can check email from anywhere.

HOAs can (and should) ask owners about communication preferences so that they know who can email and who still prefers to receive traditional mail. This record should be updated annually.

Associations can save thousands of dollars every year just by sending more documents and notices electronically. Plus, it’s easier for owners to find information in their inbox.

Ensure to create an account exclusively for HOA communication. You don’t want business emails mixing in with your personal messages.

If you know your community well, then you can use appropriate secondary avenues like new letters or social platforms. Just be careful to only share appropriate information on platforms like Nextdoor, such as meeting reminders or policies, since they aren’t designed to protect privacy or serve as official HOA platforms.

 2. Give AI-powered software a try

Industry-leading companies that specialize in creating HOA software are slowly integrating AI technology into their platforms.

There are two reasons for this: AI will eventually be programmed into most technologies since the demand for it is growing, and AI has already proven that it can produce positive results for HOAs.  

HOA management platforms like HOA Central are already using AI for simple but important tasks like answering questions from owners. Owners can log in to their accounts, type in questions about pets, paint colors, or parking, and HOA Central’s chatbot replies with a concise, policy-accurate answer pulled from governing documents that were uploaded to the document library.

Not only does the chatbot handle many of the questions generally directed at the board or property management team, but answers come with actionable next steps, such as links to submit requests, so owners can complete tasks on their own when possible.

3. Create and promote processes for submitting questions and requests

Using email or HOA management software is effective…as long as owners actually use the communication tools.

Adopt a formal process for submitting, reviewing, assigning questions and requests. Not only does a formal system consolidate submissions and discourage frivolous complaints, but it also helps the entire community to be more organized.

Predetermined workflows speed up processes and result in faster repairs or answers, and digitizing these processes is best. When an owner submits a request online using a dedicated request management tool, it can automatically be directed to the right person, and it doesn’t get buried by other emails.

Just make sure owners are clear about how and where to submit questions and requests.

4. Don’t forget to manage expectations

Board members and managers simply can’t solve every problem or make every owner happy all of the time. But they should be able to respond to concerns and questions within a reasonable amount of time.

Even if it’s not possible to provide an answer to a question right away, acknowledge that you’ve read the question and let the owner know you will follow up soon.

Conclusion

In order to effectively handle questions and requests from HOA owners, boards and managers are encouraged to use digital communication tools such as email and HOA software, take advantage of AI chatbots that can respond to common questions, and create formal submission processes to keep requests organized.

Good communication is a pillar of any successful HOA community. The more owners know about their association, the more likely they are to participate in meetings, follow rules, and engage with others.

Think about it this way. If people like where they live, then they will take appropriate actions to maintain their property and neighborhood. Having easy access to information, and receiving prompt responses from management after submitting a question or request are some good strategies to keep owners happy.

But the opposite is also true. If people feel disgruntled, resentful or invisible, they are much more likely to act without considering others. Failing or forgetting to respond to questions, and keeping owners in the dark creates a negative experience for them.

So, what can HOAs do to fix a communication issue? Start with a portal.

Table of contents

• What is a portal?
• What is the purpose of a portal?
• What types of things can a portal do? 
• Isn’t a website better for communication?
• Enhancing communication with an HOA portal

What is a portal?

Often referred to as a resident portal or owner portal, a portal is a digital platform or application that provides members of your community with the tools they need to stay informed and connected.

Portals are generally accessible through computers and smartphones, making them convenient and cost-effective communication solutions.

What is the purpose of a portal?

Portals have two core objectives:

1) To empower owners by consolidating information and self-serve tools

2)  To reduce manual work and streamline operations for management or the board

Portals benefit both owners and managers (or the board if you are a self-managed HOA). Members can access messages or documents 24/7, and management can make and share updates in seconds.                                                                                                                                     

                                                                         

What types of things can a portal do? 

There are dozens of portal options to explore. Some portals are very basic, while others offer premium features. However, most HOA portals have the following capabilities:

• Section to host HOA announcements/notices
• Online payment processing for dues and other fees
• Service request submissions and tracking
• View/edit personal information

More advanced portals may offer:

• Access to HOA forms and documents
• A chat functionality that allows you to send questions directly to the management team
• Amenity booking
• Classified ads
• Event calendar
• Guest pass reservations  

Isn’t a website better for communication?

A website isn’t necessarily better, but depending on demographics, some owners may be more comfortable with the idea of a website. But we can assure you that using a portal is just as easy as using a website.  

Websites and portals are similar; HOAs can use both platforms to share information and events with owners. The key difference is that a portal is a password-protected platform. Only people with an authorized login and password can get into the portal. Anyone can view a public website. But you don’t necessarily want everyone to see the HOA’s records, contracts or budgets.

The other difference is that websites are extremely customizable. In theory, an HOA could spend $10,000 on a professional website, but most communities will spend between $2,000 – $5,000 for a site designed by a professional.

Portals are less concerned with aesthetics and more focused on functionality. However, because of their simple layout, they can also be easier to maintain.

A portal can be integrated with a website, which is something many communities choose to do. The website acts as the homepage, which anyone can view. Owners then click on the login button, often placed at the top right-hand side of the website, to get into the portal.  

Florida law actually requires HOAs with 100 or more parcels to maintain a website or application, and post several of the community’s records on the site, too. Furthermore, the website or application must contain a subpage, web portal or other protected electronic location that cannot be accessed by the general public. So, if you are in Florida, having both a website and portal is the easiest way to stay compliant.    

Enhancing communication with an HOA portal

Now that you know what an HOA portal does, let’s explore how communities can use them for communicative purposes.

Centralized messaging and information

This is the most popular portal feature, and is generally the reason HOAs elect to use portals in the first place. 

Portals organize messages and notices so that owners can get that information at any time, on their own.

The sender simply logs on to an admin account, writes the message, attaches relevant documents, and hits send. That’s a much faster and more affordable storage than printing and mailing or hand-delivering physical letters. Plus, it ensures every owner has access to the information, even if they aren’t home. 

Depending on the portal’s functionalities, notices are usually emailed to owners in addition to being posted on the message page, and in the event of an emergency, there could even be an option to send messages via text or voice message.

Owners are far more likely to see your message when they can find it online and in their inboxes. As a result, they remain up to date with the latest changes, events and requests.

Easy access to forms and documents

In addition to announcements, HOAs should select a portal that has a storage library. By creating a safe place to share budgets, contracts, forms and governing documents, you empower owners to proactively seek the items they need, and you reduce the workload for your team.

HOA Central even allows you to control access to files. That means you can maintain files just for the board and management in addition to files for the whole community.   

Streamlined issue resolution

Owners can submit service/maintenance requests from their accounts, providing them with a very convenient way to notify management of a problem. They can send a request through the mobile app on their way to work instead of having to try to remember to report the issue directly to the manager after they return home.  

When a request has been updated or resolved, the reporter can see the update automatically, giving them peace of mind and closure.

Not only does this create more transparency, but small issues can be addressed before they develop into bigger, more expensive problems.

Improved resident engagement

Chats and forums give owners an opportunity to speak. Communication shouldn’t be unidirectional, and this allows owners to share ideas and concerns in a safe, private space. 

Chats and forums can be particularly appealing because not everyone can speak during member meetings. These tools give owners an additional opportunity to make suggestions or follow up on community issues.

Admins may decide to approve post submissions before they are added to a forum in order to keep conversations productive and free of harmful or hateful language.   

Getting started

Getting started with an HOA portal is probably the hardest part. It’s not the activation part, rather, it’s getting owners to use the portal. They will need to create an account and receive authorization from the HOA in order to access the portal since it is a password-protected platform.

The signup process is not complicated though, so do your best to provide step-by-step signup instructions to each owner. Make it clear that owners simply need to download an app and fill in a few fields to complete the registration process. And highlight all of the benefits owners will enjoy once they’re on the portal.