Professional homeowner association managers often manage communities that include thousands of owners and millions of dollars worth of property. Beside traditional apartment manager responsibilities like making sure the grounds, pool and building remain in good shape, these managers must have a technical expertise that can only come from years of focused experience. The laws governing homeowner associations make managing one dramatically different than apartments. For one, the residents are owners, not renters, and the relationship between them is very different. Owners rightly feel that the manager "works for them". If owners violate established rules, the manager cannot evict them like a tenant. If an owner fails to pay monthly assessments, again, the manager isn't empowered to evict. The job takes patience, a high degree of organization and people skills.

While the manager's "dance card is full" day in and day out, some owners repeatedly assault the manager with information requests based on a "right to know". While it is true that the owners have a right to know about the associations business and most managers try to be cooperative, there simply aren't enough hours in the day to respond to each owner personally. Even when managers respond to board members, most business is deferred to board meetings for efficiency. Manager assault is sometimes based on the suspicion that the manager is up to something inappropriate. It is more often the case of an owner trying to micro-manage the association.

By contract, the manager is hired by the board of directors and under the direction of the Board President, not individual owners. The Board has the duty to keep owners reasonably informed. Newsletters and minutes usually fill this bill.

Most homeowner association managers put in a full day’s work, attend many evening board meetings PLUS are on call 24 hours a day for emergencies. These managers establish their management fees by the time it takes to get the job done. The monthly fee is not all encompassing. It is based on performing ordinary and routine services. When the number of extra or special services increase, so will the fee. It is prudent for the Board to protect the manager from overzealous owners. Assaulting the manager or peppering him with unnecessary requests will ultimately spoil the recipe.

For more information on this subject, see www.Regenesis.net.

Published: January 26, 2000

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Richard Thompson owns Regenesis, a management consulting company that specializes in condominium and homeowner associations. He is a nationally recognized expert on HOA management issues. Regenesis publishes The Regenesis Report, a monthly newsletter for HOA boards, developers and managers. To subscribe, go to Regenesis.net. He can be contacted by email at .