1. How many different associations does each community manager handle in your company? How many units? Do they represent different types of properties?
Association management companies are in business to make a profit. In too many instances, this has led to management companies overloading their portfolio managers with too many associations to adequately provide management services. If community manager’s portfolios are too large, some of their association clients could be underserved.
2. How long does it take for your manager or other team members to respond to calls and e-mails? Do you have an emergency, after-hours contact telephone number and procedure?
Most management companies are acutely aware that they should respond to homeowners’ and homeowner's association board members’ correspondence as quickly as possible. Twenty-four hours is a good rule of thumb, except for on weekends. Board members should have either the manager's cell phone number or another emergency contact number for after-hours emergencies.
3. Is the Association inspected regularly? If so, how often? Does the inspection include maintenance issues as well as rules compliance issues?
Many association managers perform a routine visit to the Association on a weekly basis, but it should be inspected for violations at least every other week. The compliance inspector should take a digital photo of the violation to be sent out with the violation letters.
The inspection should also include an evaluation of ongoing maintenance. For instance, does the landscape maintenance crew appear to have properly trimmed grass and shrubs? Are there any dry spots where irrigation is inadequate, or water accumulation indicating overwatering? Are any sprinklers misdirected towards buildings? Is there any peeling paint on siding? What about uneven concrete, loose fences or railings, or potholes? Catching problems early through regular, ongoing inspections can significantly reduce long-term repair costs.
When the Association is being inspected by either the compliance inspector or association manager, notice should be given so that board members and homeowners have an opportunity to get answers to questions. This face-to-face access to the manager in a casual setting can avoid problems that often arise when board members and homeowners don’t have easy access to the manager.
4. Other than the community manager, how many people in the management company will support the overall management efforts of our Association?
An association management company typically has a team of people to properly service their association clients. A complete team may include the association manager, accounting staff, compliance staff, escrow staff, a client services representative, and a supervising manager. In a smaller management company, one individual may be handling multiple tasks. In a larger management company, these tasks are more likely to be assigned to different individuals.
5. Does the association manager have appropriate licenses or industry credentials or certifications? Does the manager take ongoing education and training courses? Does the manager have adequate knowledge of state laws affecting associations?
Association managers should have appropriate industry training and credentials. The Community Associations Institute (CAI) offers AMS (Association Management Specialist), PCAM (Professional Community Association Manager), and LSM (Large Scale Manager) designations. The National Board of Certification of Community Association Managers (NBCCAM) offers the CMCA designation. In addition, managers are required to be licensed in Florida and Nevada. California does not require licensing, but the California Association of Community Managers (CACM) offers the CCAM (California Community Association Manager) credential to recognize those individuals that have demonstrated knowledge of California’s unique laws applicable to associations.
6. Is an association website included in our monthly management fee?
An Association website not only provides information to members, but also helps to build a sense of community in your Association. Advanced site features may provide access to board reports and allow homeowners to check their account information.
7. What are the hours that the Association manager can be reached?
A community manager should be available during regular daytime business hours, and 24 hours a day on an emergency basis. Daytime access should be through office phone, e-mail, or cell phone. Evenings and weekend access should be available through an emergency answering service, should an emergency situation arise.
8. Does the management company aggressively pursue homeowners that don't make timely assessment payments?
Delinquent member assessments are an unfortunate way of life in homeowners’ associations, particularly in today’s economy. The management company should work with the Board to make sure that appropriate collection policies and procedures are established, and closely monitor receivables and send notices to members delinquent on their assessments. If an outside collection agency is used, the management company acts as a liaison to provide information to assist in collection of those funds.
9. Does the management company inspect lots/units before they are transferred from one homeowner to another?
When an escrow request is submitted by a title company, the manager or compliance specialist should visit the lot/unit, take pictures, and note any violations. Violations should be communicated immediately so that they can be resolved prior to closing of the transaction, to avoid problems between buyers and sellers.
10. Does the Association management company exhibit professionalism?
The management company should consist of a team of experienced experts demonstrating the professionalism and commitment required to provide quality service to their association clients.
1. How many different associations does each community manager handle in your company? How many units? Do they represent different types of properties?
Association management companies are in business to make a profit. In too many instances, this has led to management companies overloading their portfolio managers with too many associations to adequately provide management services. If community manager’s portfolios are too large, some of their association clients could be underserved.
2. How long does it take for your manager or other team members to respond to calls and e-mails? Do you have an emergency, after-hours contact telephone number and procedure?
Most management companies are acutely aware that they should respond to homeowners’ and homeowner's association board members’ correspondence as quickly as possible. Twenty-four hours is a good rule of thumb, except for on weekends. Board members should have either the manager's cell phone number or another emergency contact number for after-hours emergencies.
3. Is the Association inspected regularly? If so, how often? Does the inspection include maintenance issues as well as rules compliance issues?
Many association managers perform a routine visit to the Association on a weekly basis, but it should be inspected for violations at least every other week. The compliance inspector should take a digital photo of the violation to be sent out with the violation letters.
The inspection should also include an evaluation of ongoing maintenance. For instance, does the landscape maintenance crew appear to have properly trimmed grass and shrubs? Are there any dry spots where irrigation is inadequate, or water accumulation indicating overwatering? Are any sprinklers misdirected towards buildings? Is there any peeling paint on siding? What about uneven concrete, loose fences or railings, or potholes? Catching problems early through regular, ongoing inspections can significantly reduce long-term repair costs.
When the Association is being inspected by either the compliance inspector or association manager, notice should be given so that board members and homeowners have an opportunity to get answers to questions. This face-to-face access to the manager in a casual setting can avoid problems that often arise when board members and homeowners don’t have easy access to the manager.
4. Other than the community manager, how many people in the management company will support the overall management efforts of our Association?
An association management company typically has a team of people to properly service their association clients. A complete team may include the association manager, accounting staff, compliance staff, escrow staff, a client services representative, and a supervising manager. In a smaller management company, one individual may be handling multiple tasks. In a larger management company, these tasks are more likely to be assigned to different individuals.
5. Does the association manager have appropriate licenses or industry credentials or certifications? Does the manager take ongoing education and training courses? Does the manager have adequate knowledge of state laws affecting associations?
Association managers should have appropriate industry training and credentials. The Community Associations Institute (CAI) offers AMS (Association Management Specialist), PCAM (Professional Community Association Manager), and LSM (Large Scale Manager) designations. The National Board of Certification of Community Association Managers (NBCCAM) offers the CMCA designation. In addition, managers are required to be licensed in Florida and Nevada. California does not require licensing, but the California Association of Community Managers (CACM) offers the CCAM (California Community Association Manager) credential to recognize those individuals that have demonstrated knowledge of California’s unique laws applicable to associations.
6. Is an association website included in our monthly management fee?
An Association website not only provides information to members, but also helps to build a sense of community in your Association. Advanced site features may provide access to board reports and allow homeowners to check their account information.
7. What are the hours that the Association manager can be reached?
A community manager should be available during regular daytime business hours, and 24 hours a day on an emergency basis. Daytime access should be through office phone, e-mail, or cell phone. Evenings and weekend access should be available through an emergency answering service, should an emergency situation arise.
8. Does the management company aggressively pursue homeowners that don't make timely assessment payments?
Delinquent member assessments are an unfortunate way of life in homeowners’ associations, particularly in today’s economy. The management company should work with the Board to make sure that appropriate collection policies and procedures are established, and closely monitor receivables and send notices to members delinquent on their assessments. If an outside collection agency is used, the management company acts as a liaison to provide information to assist in collection of those funds.
9. Does the management company inspect lots/units before they are transferred from one homeowner to another?
When an escrow request is submitted by a title company, the manager or compliance specialist should visit the lot/unit, take pictures, and note any violations. Violations should be communicated immediately so that they can be resolved prior to closing of the transaction, to avoid problems between buyers and sellers.
10. Does the Association management company exhibit professionalism?
The management company should consist of a team of experienced experts demonstrating the professionalism and commitment required to provide quality service to their association clients.
