How do you manage all your homeowner requests and inquiries?

Started by BrendonB1 • 7 replies • 1747 views

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BrendonB1
Posts: 4

Posted:

Pretty cool resource. Didn't even know this existed til I did some googling. Was wondering how folks managed all their homeowner requests and inquiries that come in via phone/email/etc?

Are you using email or software or some paper/pen list system? Quick search of the net brought up this blog about HOA request tracking

(removed due to posting rules)

Seems interesting, but wanted to check what folks were doing and if there were any standard things I should be aware of.

thanks a bunch,

-brendon

CarolR11 (Colorado)
Posts: 2,563

Posted:

Welcome to the Forum, Brandon.

The methods that HOAs use to handle requests/complaints/inquiries depends a lot on their size and the size of their Boards, whether they're condos or detached homes and whether or not they have property managers or are self managed.

So tell us more about your HOA!

TimB4 (Tennessee)
Posts: 21,059

Posted:

Brendon,

Hoping that you are wanting some information and not trying to drum up business for that site, Welcome. Please read the posting rules.

We use pen and ink as software driven solutions always runs the risk of what about the person who follows. If they don't understand the software, don't like using computers, have an apple vs. a PC, etc. all the previous work would have been wasted.

SteveM9 (Massachusetts)
Posts: 3,699

Posted:

Complaints/Requests sent by usmail. By requiring usmail people need to write it out, put it in an envelope, stamp it, mail it. Its a more thought out process. People are likely to send only legitimate letters vs easy email complaining 10 times a day. There is something to be said about NOT using email.

Track by excel sheet, printed, discussed at meeting.

Old people, who are the most likely to volunteer for officers/bod usually have no idea how to use a computer, but they can read paper.

In reality, you could use any ticket tracking software, you don't have to pay these guys $24 month.

BrendonB1
Posts: 4

Posted:

Interesting point on the snail mail.

MelissaP1 (Alabama)
Posts: 13,836

Posted:

I had a rule. If you wanted something you had to attend a board meeting. If you could not attend then understand that any letters you submitted would be read out loud to all in the room. I wasn't the "backdoor" President who gave you money because I liked you. If you had an idea, it was welcomed as long as you presented to all the board members and reviewed the budget we discussed. Plus we had a rule of 3 bids of licensed/insured contractors only to do projects. Unless it was "Volunteer day". Where the HOA bought supplies and the members volunteered the labor.

There are many ways to present requests. I just make sure people understood those request are open and could be discussed in an open meeting. However, if it was truly a personal/financial issue that may not be brought up in front of everyone. Just that the situation was being handled and action was being taken. I didn't want to embarrass anyone who may have owed money but were on payment plans with us.

Welcome to the board. We have lots of areas you may enjoy looking at. We are about educating HOA members. So spread the word!

Former HOA President

JohnC46 (South Carolina)
Posts: 14,265

Posted:

My last HOA had a policy that any complaints had to be to the BOD and in writing with ones name and address on it like a letter to the editor.

The BOD then had to verify said complaint. If unable to verify, the complainer was notified of such. Sometimes we would recommend a course of action like if disturbing the peace, then call the police.

If able to verify the complaint was valid, then the BOD became the "official complainer" so as to protect the original complainer.

Quite often if the complainer was a Chief Complaining Officer (CCO) we responded that we would look into the situation. Sort of like benign neglect. You get to know who the CCO's are real fast.

Though I am the one that believes in public shaming, we never read the original complaint into the record as we wanted to protect the complainer from any repercussions.

Additionally we tracked all ARC requests by address so we could have a record of any prior requests/changes. We did use paper but were discussing changing over to an electronic database.

SheliaH (Indiana)
Posts: 6,964

Posted:

People can bring it to a board meeting, contact our property manager (who then brings it to the meeting) or they can send a letter or email. We don't respond to anonymous letters for any reason

If it is not right do not do it; if it is not true do not say it. Marcus Aurelius

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