No matter how well you screen your residents, sooner or later you will probably have to deal with HOA complaints from a resident.
How you handle these complaints can make the difference between a satisfied resident who will be engaged in your community or an unhappy resident who will sell their home. The difference between a complaint and a compliance issue is different- so understand what each one means.
Complaint: A resident complaint is a problem or concern that is brought to the attention of an organization or individual.
Compliance Issue: A compliance violation is a failure to comply with the use restrictions that are laid out in an Association's CC&Rs.
The most common complaints are typically about the condition of the common areas, such as the pool, clubhouse, irrigation, landscaping, or playground.
Other complaints may include noise levels, parking, and trash. A community manager can solve these problems by working with the board of directors to develop policies and procedures that address these issues.
They can also work with the property management company to ensure that the common areas are well-maintained and that noise levels are kept to a minimum.
If you manage a HOA, you know that complaints are a part of life. But what if there was a property management chatbot that could help you respond to those complaints without losing the personal touch?
STAN is a property management chatbot that can help you respond to HOA resident complaints via text and email. STAN is available 24/7 and can help you resolve complaints quickly and efficiently.
STAN is easy to use. Simply send a text or email to STAN and the chatbot will help you resolve the complaint the same way you would. STAN can be set up to manage complaints with your same process and in any language.
STAN is a valuable tool for HOA managers. With STAN, you can resolve complaints quickly and efficiently, and provide better customer service to your residents.
For example, If a resident asks why the snow hasn't been plowed yet, STAN can educate the homeowner about what their dues cover and that the community's landscape contract says plowing doesn't happening until there is a 2 inch trigger.
STAN is equipped to respond to many different situations regarding home maintenance, payment solutions, account management, and more.
Here are a few tips on how to handle resident complaints in a way that will help keep your residents happy:
The residents might file a complaint with their HOA about the pool. Here’s a list of potential complaints that can be filed:
It seems like every day, there's a new complaint about the clubhouse in our HOA.
Whether it's the noise level, the cleanliness, or the lack of activities, there's always something that residents are unhappy about. It's become a real problem, and something needs to be done about it. Here are some typical HOA complaints a resident might have with the clubhouse:
If you live in an HOA, you know that there are always rules to follow. One of the most common rules is regarding lawn maintenance. Some residents take pride in their lawn and take the time to make sure it is up to HOA standards, while others couldn't care less. This can lead to complaints from residents about lawn maintenance.
Parking is a huge topic of concern for members in an HOA. However, remember that there is a difference between a complaint and a compliance issue. The following list of parking issues below are complaints:
There are many things that can potentially go wrong within your HOA. Don't take it personal, and be professional when communicating with your homeowners. By following these tips, you can help turn a complaint into an opportunity to build a better relationship with your residents.