For the most part, homeowner associations in the Las Vegas Valley run fairly smoothly. Assessments are paid, common areas are maintained and the board acts responsibly on behalf of the homeowners association and the owners who live in the community. However, not all HOA’s operate the same and can be very difficult to manage which is why it is so important to have a good manager and management company to assist with the management of your association. Listed below are the top complaints about management companies and what to look for when hiring your new manager and/or management company.
- Failure to respond to residents in a timely manner – a timely response during normal hours of operation should be within one business day for simple communications such as phone calls and emails and within 10 days for written communications. Even if the manager doesn’t have an answer, letting the owner know that they haven’t been forgotten about or that their request is being processed will go a long way.
- Disrespectful tone or demeanor when interacting with residents – board members and vendors, including the management company team members, should always treat residents with respect, regardless of the situation.
- Unreasonable delays in resolving resident and common area maintenance issues – respond to resident and maintenance issues promptly. The residents expect to see results in a timely manner rather than seeing an issue continue on with no resolve.
- Poor vendor selection – choosing the right vendor is just as important as choosing the right management company. Poor service reflects negatively on not only the manager but the board as well.
What to look for in a management company/manager:
- Proper Licensing and Education – is your manager properly educated and licensed with the State of Nevada Real Estate Division?
- Complaints – does the management company or manager that you are considering have any complaints filed against them with the NV Real Estate Division or Ombudsman’s Office?
- Personality – Being able to get along with and communicate effectively with your management team is imperative. When requesting proposals for new management, it is recommended that the management company and/or manager that will be representing your association be in attendance for an interview. The interview doesn’t have to be a formal process but this will allow the board to get a feel for the manager before making a selection.
- Technology/Reporting/Communication – does the management team that you are considering have the ability to meet your needs by providing you the reports that you need in a way that is easy to read and understand? Do they offer adequate violation inspections? Are they available for your residents and respond to them timely?
There are a number of things to look for when hiring new management, and those things vary from association to association and from board to board. The biggest thing to look at is will this company/manager fit in with the needs of the board, the residents and the community as a whole. If everything fits or if they are willing to compromise on their end in order to meet your needs, you’re golden!
If you have any questions, please feel free to contact a member of the Shelter Management Group (SMG) team, we would be happy to help! Contact us at 702-818-4780 or info @ smghoa.com
Article Authored By: Jamie Collins, Supervising CAM, CMCA, AMS agent at Shelter Management Group (SMG)