A big part of managing a homeowners association is dealing with HOA complaints. Homeowners tend to be very vocal about their concerns with the community and their neighbors, so it is unsurprising for an HOA board to be bombarded with them. A competent board, though, knows exactly how to handle complaints when they come their way.
In this article:
What Is a HOA Complaint?
HOA complaints typically refer to grievances or issues that homeowners have. It is usual for an HOA to field complaints, especially with residents from all walks of life. With clashing personalities and differing viewpoints, disagreements come with the territory.
Types of Homeowners Association Complaints
Complaints can come in different forms. However, there are two general categories of complaints: complaints against the association and complaints against neighbors. Both of these complaints typically come from residents.
Complaints Against Homeowners Association
According to the 2022 Homeowner Satisfaction Survey by the Foundation for Community Association Research, 87% of homeowners are satisfied with their HOA board. Still, that does not mean everything is perfect. Homeowners can still have grievances against their associations, which usually manifest in the form of HOA complaints.
While communities can experience a variety of issues, the most common complaints against HOAs include:
- Poor or a lack of communication from the HOA board
- Disagreements about dues or special assessments
- Failure to adhere to or enforce the governing documents
- Deferred or poor maintenance and repairs
- Lack of financial transparency and accountability
Complaints Against Neighbors
While HOAs face a multitude of complaints, it is more common for homeowners to complain about their neighbors and fellow residents. Again, these complaints can encompass a wide range of issues, including but not limited to the following:
Noise. Perhaps the most prevalent one is an HOA noise complaint. Parties, loud decorations, and general shouting can cause disturbances within a neighborhood, prompting residents to file complaints.- Pets. Homeowners might complain about a neighbor’s barking dog or a dog’s aggressive behavior. Dogs might also make a mess of a neighbor’s garden or yard. Sometimes, owners neglect to keep their dogs leashed in common areas or fail to pick up after them.
- Parking. Homeowners might complain about a neighbor blocking their driveway with their vehicle. Sometimes, when a homeowner has guests over, it can also create a traffic issue.
- Home Exteriors. Homeowners might complain about a neighbor’s unkempt lawn, overflowing garbage bin, or offensive decorations.
Can you complain to the HOA about a neighbor? In a word, yes. Most associations allow homeowners to submit complaints about neighbors, especially when they involve rule violations.
How to Deal With HOA Complaints
Whether the complaint is directed at the HOA itself or a fellow neighbor, HOA boards must know how to address and resolve these issues effectively. In doing so, boards can maintain harmony within the community.
Dealing With Complaints Against HOA
Here are the steps for dealing with complaints against the homeowners association.
1. Acknowledge Receipt
The first step in addressing complaints against the HOA is to acknowledge receipt. Whether the complaint is received via email, letter, or in person, promptly acknowledging it shows that the HOA takes concerns seriously and is committed to finding a resolution. Sometimes, even just knowing that their concerns have been heard is enough to settle homeowners’ qualms.
2. Understand Where They Are Coming From
Before jumping to conclusions or dismissing the complaint, HOA boards should take the time to understand the homeowner’s perspective. Listen to their concerns and try to see it from their point of view. This demonstrates empathy and can help in finding a mutually satisfactory solution.
3. Check for Solutions
Once the HOA board understands the complaint, it must assess whether any viable solutions are within the HOA’s rules and regulations. Consult the governing documents and relevant policies to determine the appropriate course of action.
4. Communicate
After identifying a solution, the HOA board must communicate it clearly and transparently to the homeowner who made the complaint. Provide details on how the issue will be addressed and any steps that need to be taken. Open communication fosters trust and demonstrates the HOA’s commitment to resolving disputes amicably.
Dealing With Complaints Against Neighbors
Here are the steps for dealing with complaints against neighbors.
1. Acknowledge Receipt
Like complaints against the HOA, the HOA board should promptly acknowledge receipt of complaints against neighbors to show that it takes the matter seriously.
2. Investigate
The next step is to conduct a thorough investigation to gather information and evidence related to the complaint. This may involve speaking with witnesses, reviewing relevant documents, or conducting site visits if necessary.
3. Determine Whether to Intervene
Not all neighbor disputes require intervention from the HOA. Evaluate the severity of the complaint and determine whether it falls within the HOA’s jurisdiction. Some issues may be better resolved directly between neighbors.
4. Discuss Solutions
If the HOA board finds that intervening is necessary, it is essential to facilitate a discussion between the involved parties to explore potential solutions. Offer options for dispute resolution (internal or alternative) to help promote a resolution that satisfies both parties. Mediation or arbitration can effectively resolve conflicts between neighbors without resorting to legal action.
In cases where the complaint involves illegal activity, it is best to contact and work with local authorities. If the complaint violates HOA rules or regulations, the HOA board must follow the established procedures for sending a violation notice and enforcing penalties if necessary.
5. Enforce
Once a solution has been agreed upon, the HOA board must ensure it is implemented and enforced consistently. Follow up with both parties to confirm that the issue has been resolved satisfactorily and take further action if necessary to ensure compliance.
General Tips for Handling HOA Complaints
While some concerns are minor and quickly resolved, others can escalate into significant disputes if handled improperly. Here are some general tips for handling HOA complaints effectively.
1. Create a Homeowners Association Complaint Form
Establishing a standardized process for submitting complaints can streamline the resolution process and ensure all necessary information is provided. A complaint form should include fields detailing the nature of the complaint, relevant dates, and any supporting documentation. Having a clear and consistent method for reporting complaints, the HOA can better track and address issues promptly.
2. Seek Professional Assistance
In complex or contentious situations, seeking guidance from professionals with expertise in HOA management or legal matters can be invaluable. An HOA management company can provide assistance with administrative tasks, rule enforcement, and dispute mediation. Similarly, consulting with a lawyer specializing in HOA law can help the board navigate legal complexities and ensure compliance with applicable regulations.
3. Know the HOA’s Limits
It’s important to recognize that not everything falls within the HOA’s authority. Certain issues, such as disputes between individual homeowners that do not violate HOA rules, may need to be resolved independently. Understanding the scope of the HOA’s jurisdiction can prevent unnecessary intervention in matters outside of its control and help maintain good relationships within the community.
4. Be Understanding Yet Firm
While it’s essential to address legitimate complaints promptly and effectively, it’s also important to distinguish between valid concerns and frivolous or repetitive complaints. Some issues may stem from misunderstandings or differences in interpretation of HOA rules, whereas others may be motivated by personal grievances.
In cases where complaints are groundless or have already been resolved, it’s crucial to communicate this tactfully but firmly. This way, the HOA board can avoid wasting resources and causing unnecessary conflict.
Address HOA Complaints Effectively
Every HOA board should know how to handle homeowner complaints. This is crucial to maintaining peace and harmony within the community, demonstrating empathy and helping build homeowner satisfaction.
Elite Management Services offers expert HOA management services to community associations. Call us today at (855) 238-8488 or contact us online to learn more!
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