HOA Complaints

As an HOA Board Member, you are likely faced with complaints from fellow homeowners.  This can be daunting—especially when the homeowner is perceived as unreasonable or irate.  Below are helpful tips to guide you through the process to achieve a successful resolution.

1. Listen Generously & Pay Attention to the Details:

• Whether you communicate verbally or in writing, acknowledge the homeowner’s concerns and thank them for reaching out.

• Have the homeowner submit their concerns in writing for documentation purposes.

• Ask clarifying questions to ensure you have all the information you need to research and resolve the matter effectively.

• Don’t be dismissive; remember that you do not have to promise anything.

• Keep the homeowner advised when they may expect a decision regarding their complaint/concern.

2. Be Proactive: 

• Review federal and state laws relative to the complaint and your association’s governing documents (Declaration of Covenants, Conditions, and Restrictions; Bylaws, Rules and Regulations, Policies, etc.) to see if any of these address the complaint. 

• Don’t be afraid to check with the association’s attorney.

3. Share the Information & Collaborate:

• You are one of several individuals who comprise the Board of Directors, which acts as a whole. Add the complaint to the next meeting agenda and share it with the rest of the board.

• The Board should discuss and examine the matter to find the best solution.

• In some cases, further investigation is needed to work towards a resolution.

4. Deliver Results: 

• After the board has discussed and decided, it’s time to inform the homeowner. 

• Share the why, speak straight, let the homeowner know how the decision was reached, and remind them that the Board acts in the community’s best interest. 

5. Be Process Oriented: 

• Having a clear protocol for members to submit complaints.

• Outline a specific process in how the Board will investigate and respond. Defining a strategy from start to finish will help you consistently address homeowner grievances.

6. Use Your Community’s Management Company to Your Benefit! 

• Professional management companies—like AAM, LLC—provide full-service management, which includes proficiency in addressing and resolving homeowner concerns.