This must be the “Year of the Grouch.” I have been involved in Homeowner Association Lawsuits, Mediations, and Consulting about “Out of Control” homeowners reeking havoc in lovely communities from LA to South Orange County.

It may just be the weather, the water or the happenstance of my consulting business but it seems I have been asked to work with very angry people in these first few months of this year. Boards are changing management, homeowners are recalling and changing Boards, members are fighting amongst themselves and lawyers are working day and night trying to calm down homeowner associations in turmoil.

Usually, my business is a mixture of different types of projects. I get a wide variety of requests for different types of assistance. It would have been a good idea for me to have gotten an “Anger Management Degree” in order to work with the clients I have been asked to help in these last few months.

There are over 40,000 community associations in California. Most of those associations are doing just fine. Studies have shown that the majority of people living in a common interest development are pleased with the concept and enjoy sharing their amenities and having rules and regulations enforced. It is just those few associations that seem to crop up again and again in the newspaper or on the court house steps.

Sometimes it is because of just one person. That one angry or unreasonable person that runs amok through a community can be responsible for a lot of distressed and tired Board members. If the person cannot be satisfied by either joining the Board and trying to change the way things are done or convincing the Board to change, legal counsel is usually engaged. Management companies are oftentimes caught up in the conflict and it results in the Management Company canceling the account or losing the account.

As an experienced Manager and someone who likes things to run smoothly, I offer this advice to Boards facing an upset or active resident who seems to enjoy stirring things up:

1. Listen to the person and really try to understand what the person wants. Sometimes it is difficult, confusing and misleading.
2. Try and get the person to join you in solving the problem. Ask the person what they would like you to do?
3. Set parameters for contact. Telephone calls only during the day. Only one call per day, only in writing, etc.
4. Ask a Mediator to help you interact with the person. Sometimes a neutral party is helpful in gaining trust and suggesting alternatives.
5. Stay calm. Don’t debate. Adjourn the meeting if it gets too heated.
6. Realize that sometimes the individual is not interested in solving the problem.
7. Communicate simply, often and with a positive approach. Let the other residents know what the Board’s positive goals and achievements are.
8. Keep your meetings shorter rather than longer. Prioritize your goals. Don’t try and discuss and make decisions on every issue known to man.
9. Praise your fellow Board members. Thank them for their service. Don’t wear them out.
10. Be realistic and fair with Management. They are in a business to serve the Board and every owner and resident. It’s a tough job.

I hope your association is running smoothly. I hope your community looks well-maintained, is well-managed and most residents are pleased. Most communities are -- it is just that one person….. this too shall pass.

Karen Bennett, PCAM®, CCAM®

Community Association Consulting

www.CIDexpert.com