Response time?

Started by JackieB4 • 17 replies • 167 views

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JackieB4 (California)
Posts: 398

Posted:

As a Board Director, I'm curious about the "normal, generally acceptable" response time from PM for simple requests:
"Please send an eBlast to members, reminding them to mail their election ballots."
"Have you received xyz's application to be our Inspector of Elections?"
"When will membership be notified of the increase in our monthly fee?"
"What is our notification process for towing cars?"
These are questions over several months...not all @ once.
We are a 40 year old HOA - 140 SFHs, and new PMC = x 6 months. We meet every 60 days.
As always, thanks.

KerryL1 (California)
Posts: 14,550

Posted:

Does every directors send such emails to the PM?

In my HOA of 7 directors, only the president sends emails like your samples to the PM. If the other directors have occasional questions, they send them via the president. Sometimes the president will know the answer, e.g., about towing policy.

Our contract with our previous MC stated that the president was the liaison between Board members & the PM.

If all directors may email the PM with these questions, bases on long board experience with onsite PMs, the PM can become oveburdened with constant interaction with directors.

JackieB4 (California)
Posts: 398

Posted:

Kerry, I am the President.

DeanJ
Posts: 1,786

Posted:

Quote:

Posted By JackieB4 on 04/30/2025 6:04 PM
As a Board Director, I'm curious about the "normal, generally acceptable" response time from PM for simple requests:
"Please send an eBlast to members, reminding them to mail their election ballots."
"Have you received xyz's application to be our Inspector of Elections?"
"When will membership be notified of the increase in our monthly fee?"
"What is our notification process for towing cars?"
These are questions over several months...not all @ once.
We are a 40 year old HOA - 140 SFHs, and new PMC = x 6 months. We meet every 60 days.
As always, thanks.

For those requests, I would expect a response between 1-3 days.

JackieB4 (California)
Posts: 398

Posted:

Dean, I appreciate your quick response. I tend to agree. Our dialogue is via email...

DeanJ
Posts: 1,786

Posted:

Quote:

Posted By KerryL1 on 04/30/2025 7:26 PM
Does every directors send such emails to the PM?

In my HOA of 7 directors, only the president sends emails like your samples to the PM. If the other directors have occasional questions, they send them via the president. Sometimes the president will know the answer, e.g., about towing policy.

Our contract with our previous MC stated that the president was the liaison between Board members & the PM.

If all directors may email the PM with these questions, bases on long board experience with onsite PMs, the PM can become oveburdened with constant interaction with directors.

A 7 member board for an HOA is excessive and leads to the issues you are trying to control.

KerryL1 (California)
Posts: 14,550

Posted:

Thanks for the reminder that you're president, Jackie, It's hard to remember the HOA role of everyone who posts.

Our PM replies within 24 hours to the president's queries unless the PM needs to do some research. But ours is onsite M-F 8-5p, and we are his only account.

If your PM has multiple accounts to manage, I can see you might need to allow 3 days for a reply.

We have no "issues," Dean, as directors must go through the president to contact the PM unless the director has been assigned by the Board to some particular role that requires working with the PM.

JackieB4 (California)
Posts: 398

Posted:

Thank you Kerry.

DeanJ
Posts: 1,786

Posted:

Quote:

Posted By KerryL1 on 05/01/2025 9:29 AM
Thanks for the reminder that you're president, Jackie, It's hard to remember the HOA role of everyone who posts.

Our PM replies within 24 hours to the president's queries unless the PM needs to do some research. But ours is onsite M-F 8-5p, and we are his only account.

If your PM has multiple accounts to manage, I can see you might need to allow 3 days for a reply.

We have no "issues," Dean, as directors must go through the president to contact the PM unless the director has been assigned by the Board to some particular role that requires working with the PM.

Why would your treasurer have to go through your president to get an explanation of an entry on a financial report? And why do you want to create that extra work for the president?

I live in a county of 1/2 million people and a 1 billion dollar budget and they operate quite well with a board of 3. Why an HOA would need a board of 7 is a bit baffling.

SheliaH (Indiana)
Posts: 6,964

Posted:

"Normal, generally acceptable" response time is subjective- some people are OK getting a response within 3-5 days, while others want a callback as soon as they hang up or an answer immediately after hitting send. For that matter, "simple" can also be subjective because people aren't always clear as to what they're asking.

In looking, at your sample questions, you might want to start by seeing what you can put on your community website to save everyone time, such as the notice for towing cars or notices of assessment increases. Remind people (regularly) what's available and to look there first before sending the email.

I think emails should address more specific questions, like "I submitted my ARC request on X date and as of today. I haven't heard anything." Send acknowledgement of receipt within 24-48 hours, 72 if sent on a weekend or holiday. If the issue will require board review before a response is made, say so within 5 business days.

In some cases, the response won't be made until the next board meeting becsuse research is necessary. People should be told this as soon as possible and the board needs to be mindful of tye time do they don't dither, hoping people will forget.

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

KerryL1 (California)
Posts: 14,550

Posted:

As I wrote above, Dean, "unless the director has been assigned by the Board to some particular role that requires working with the PM," directors don't contact the PM. Obviously a treasurer has a "particular role."

Why my HOA has 7 directors is not germane to this thread and I will not sabotage it to go down your path, Dean.

KerryL1 (California)
Posts: 14,550

Posted:

Oh, and Shelia makes a good point about placing more info on the website --if you have one, Jackie.

(We have one, but it's very user UNfriendly!)

JackieB4 (California)
Posts: 398

Posted:

Sheila, most issues have subjective components, which keeps legal happily busy. My question of what's your time frame for usual response time from PMC is simple. A day, a few days, weeks, a month, etc...simply wanting to know the general experiences of our loyal readers/contributers. There is no right vs wrong.
Thank you, Jackie

ElleN (Idaho)
Posts: 1,338

Posted:

Lol

Well said, Madam President.

DeanJ
Posts: 1,786

Posted:

Quote:

Posted By KerryL1 on 05/01/2025 1:46 PM
As I wrote above, Dean, "unless the director has been assigned by the Board to some particular role that requires working with the PM," directors don't contact the PM. Obviously a treasurer has a "particular role."

Why my HOA has 7 directors is not germane to this thread and I will not sabotage it to go down your path, Dean.

All I am pointing out is your procedures are a result of your HOA’s structural decisions. In a 3 member board, there is zero reason to have communications restrictions between the board and PM.

KerryL1 (California)
Posts: 14,550

Posted:

Good gawd, Dean,, why do you keep nagging on your r unrelated obsession?

MarshallT (New York)
Posts: 414

Posted:

I think 2 business days is reasonable, certainly not more than a week. Did the PMC contract have an SLA section? If not, you could always bring the matter to the company and ask about response times.

JackieB4 (California)
Posts: 398

Posted:

Marshall, a few business days seems to be the norm. Thanks for responding.
Jackie

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