Homeowner duty to report repair needs

While musing about the half million or so issues our community has faced, is facing and will facing sooner or later, I came across an old letter written to the Board by our former Board president. Ever since he resigned unexpectedly (by email, no less), he has a habit of writing 3 and 4 page letters every one or two years complaining about what the current board does or doesn't do. He DOES make a few valid points, but roughly half of it is just sour grapes, in my opinion.

Anyway, this old letter was talking about our roof gutters (which the board plans to replace this year and announced this to the members in the last newsletter). One of the lines from the letter went something like "homeowners aren't going to report problems with the gutters."

That got me thinking - is it just me or do homeowners in a townhouse or condo community figure that they can just pay their fees and go on about their business and expect problems to fix themselves? We have had a number of ocassions (thankfully, not too many) where we've learned of problems well after the fact and the homeowner complains nothing was done. When we ask if the property manager was ever told so we could at least follow up on what happened to the message, the answer is (1) a dumbfounded look or (2) an angry stare or (3) mumbling about "I thought my wife/husband/son, etc." took care of that.

We're planning to discuss risk management at our next meeting and hope to get some guidance from our master insurance company on how to set up and run a plan, and it seems to me part of this ought to emphasize (remind?) homeowners that although the Association is obligated to care for certain elements, that doesn't relieve them of the responsibility to report problems because if they don't, the repairs will cost more, increasing their fees. Have any of you had this problem? How did you deal with it? Any ideas/suggestions on risk management for homeowner associations are welcome as well!

Oh Shelia, it is definately NOT just you.

Apathy.

It is the WORST of all HOA problems.

I wish I knew why so many people move into a condo and then assume that all they need do is pay their dues and the property fairy will take care of everything.

I only know one thing that helps and it involves community spirit. Here's our story:

20 years ago I moved to California from the midwest and tried to turn my area of 72 condos and co-ops into the midwestern neighborhood I came from. I just didn't know any better. It took time and help (we're all retired here so help was easy to get) but basically I became a one-woman welcome wagon. I institutionalized a kind of civil defense strategy (that's what it was called back in the 50's.) What is now called the "Emergency Preparedness Program" has spread to the whole community of several thousand homes. Our group of 72 is still the friendliest one though.

Now I only have to visit a home when someone new moves in. Everyone has a "resident map" of the area and knows where everyone else lives and who's car is in each carport. We all know to meet in front of the laundry room in an emergency (that means an earthquake out here). Every few years I make 'em practice meeting up there on a nice Saturday morning. Then we sit around and have coffee. We have a Christmas party and summer picnic each year, and basically we just look out for each other. Each year at the parties I make sure to introduce any newcomers. If they are not there, I introduce them anyway. Lets others know their names for when they drop over to get acquainted.Those of us with dogs notice anthing out-of-place on our walks (what else do we have to look at?)

So you see, somebody kinda has to force this to happen. I know it won't work everywhere. We're all in our 80s and trust each other. Heck I've got keys to a dozen places in case they lock themselves out. Many of "my" residents still stop by and let me know when they're going to be gone away. Nobody balks at giving me names of their kin, or contact info. Only one person ever said it was none of my business. She went on vacation shortly after she moved in. I had nobody to call to move her car from the carport when the painters came. I asked them to cover it but that overspray is insidious. She sought me out after that to make sure I had her phone number.

The best antidote to apathy is a party. Really. I know everyone is crazy busy and stressed trying to make ends meet. It breaks my heart that our country is like that today. But if someone just refuses to believe it is NOT 1955, and plans pot lucks and INSISTS that people join in; well, pretty soon you'll have a community that feels like a family. People need something they care about enough to protect if you want them to start acting protective. If they care about each other, then they can be pursueded to care about each other's property too.

Put Mr. Sour Grapes in charge of the potato salad and the beer.

I used to do a "Volunteer day". Those who were interested could show up and do a small maintenance item. Like we would wash the pool furniture before pool season began. Plant some flowers. Paint a neglected fence. Clean up the streets..etc...I'd even have the kid's involved to keep them busy. (I let the kids form their own board at one point to have their feedback). The HOA would buy the supplies and the members the labor. Nothing major but enough to make an appearance difference. That's usually that is all that is needed to get some of the apathy cured. A small change like new paint or cleaning out weeds. It just makes it looks like someone cares so someone else will.

Our 200+ twin high rise HOA is about 43% tenant occupied & 57% owner occupied. Among the latter are about 20 owners who use their condo here as a 2nd home.

Our strong social committee puts together about six events a year--most recent was a Super Bowl potluck party. We're diverse by age cohorts and our Board and committees mainly are comprised of retired folks. We have an onsite PM & Mgr. Asst., both full time, and two full time engineers. M-F there are 4 daytime custodians and one at night. There are two daytime custodians and one at night on weekends/holidays. There's a 24/7 gate kiosk officer and another on duty 18/7.

I bring up the size of our staff because residents do, indeed, believe that this very visible staff will spot everything and handle the issue immediately. Some residents get grumpy if a stairwell light is burned out for a few days. They don't realize that the custodians only police the stairwells once a week. But they sure wouldn't want to pay for daily policing of our 4-25 story stairwells and three 4 story stairwells. The retirees, in general, had previously owned large detached homes and bought in our HOA specifically because they no longer wanted anything to do with yard work, pool care, gutter cleaning, etc., etc. The younger residents, mainly professionals, are very involved in their careers.

Our MC launched a work order section on our web site so we can report items immediately. It was well-publicized. But only a few of us visit it to report maintenance needs. So, I'd suggest such a web site to others, but have to confess that it may not be of much help unless it's repeatedly publicized. Reminders in your newsletter, Sheila, encouraging residents to report problems to mgmt. might help? The more sets of eyes, the better; everyone benefits, could be emphasized.

I guess that one of my points is that a pretty good social agenda doesn't necessarily correlate with spotting and reporting maintenance issues. I do think that social activities strengthen HOAs for other reasons, though.