Improving communication with the Management Company site manager

I am confused. Is it not the HOA's board's job to manage the MC? They are the one's they hired to do the job. So the MC most likely is told NOT to directly communicate without them consulting with the HOA Board first.

Recently had to apply for a fence. You have 2 options for fence installations. One no attachments and one with attachments to neighbors. I filled it out. The MC submitted it to the HOA board. (Developer owned still). It was a few days later got the confirmation was approved. They have up to 30 days to reply.

So if it's a problem then set a date/time must receive their communication. That way you know if do not get something at 12 PM on Tuesdays as an example you then know they are slow to respond or fast. Setting a time from the sky doesn't prove your point.

Unless the HOA has an urgent issue, our MC requires all communication to be by email. This limitation by our MC has restricted our vendor pool, but I do understand why they want everything in writing for a paper trail.

For urgent matters, our Board President has the authority to work in our community's best interest and has a cell number for our PM, as well as to important vendor's(OUR PLUMBER). Those abilities need to be carefully considered when giving authority.

Depending on the issue, Board communication expected turn around time is 24-48 hours even for our PM. PM's often are responsible for multiple communities and are not always available to respond immediately. Resident's contacting the MC over general issues are advised of a turn around time of up to 5 days.

It is best if, and sometimes contained in the MC contract, there is only 1 designated Board member that is the contact point for the PM.

If the Board it not happy with the MC's or PM's response times, they can always change MC's. If you take your concerns over your PM's response times up to their MC management, be prepared for hopeful improvements or a total breakdown in the MC relationship.

Take your concerns to your PM directly and discuss if any changes in your expectations vs. their timely response can be agreed to. Then the Board can make communication changes based on their response or seek a new MC.

What kind of communication are we talking about and what do you mean by slow? I've had people call me a rage because they emailed me an hour ago and I haven't answered yet!

If homeowners and vendors are calling or emailing with questions, those should be promptly returned. My standard is 24 hours, but I only have one property; if you have a portfolio manager they have a heavy workload so I'd give them 48 hours.

I do prefer email to phone most of the time, because there can be disagreement over what was said in phone call.

As for managing the manager... in the big picture that is the board's job. You should not have to follow up with the manager to get them to respond to homeowner emails, but you should communicate your expectations for timely responses, and be prepared to impose some consequences if those expectations are not met.