There are many issues that can pop up in an HOA. Board members have other obligations outside of their job on the board. They have families, work, and other things to attend to. The bottom line is they’re bound to be juggling things. Unfortunately, it can be easy to become overwhelmed or let things slip by if there’s a lot on your plate.
One of the challenges many HOA communities face is how to handle complaints. Since there’s a large community, you may feel inundated at times. You may also have one (or several) community members who complain more frequently than others. In situations like these, it can be easy to dismiss some of the complaints that come your way. Maybe it goes in one ear and out the other.
However, this can lead to bigger issues. If a board member doesn’t take time to listen to the complaint, the resident may get more frustrated with the issue and it could escalate things. Also, if you just dismiss it, you could be missing out on addressing a problem that others in the community are upset about. It’s important to take time to hear what is going on and then decide how to address it instead of just letting it go.
Now, it can be a challenge to have this type of availability. Not all board members are able to set aside time just to resolve disputes or handle complaints. But, that’s where you can use other forms of communication (as opposed to just the phone and in-person). Other means of communication, such as a portal on your website, an email address, a suggestion box, or a number that community members can text may help you save time. This way board members can address concerns in a timely fashion, but when it’s convenient for them.
Another way to free up board members but also allow the community to be heard is to partner with a trusted community management company. You want one that offers the right tools and is dedicated to effective communication. It happens that “Effective Communication” is part of our brand promise.
At PMI, we know how important it is for your community and your board to stay informed. We have a commitment to communicate with you frequently and consistently. We ensure that the community has the information they need and that they get their questions/concerns addressed in a timely fashion. We’d love to help you!
