Listening and Caring: The Best Way for HOAs to Manage Community Complaints
Addressing community complaints is one of the most important things an HOA can do. It’s also something Signature Management Solutions takes seriously and does exceptionally well.
When handled the right way, a complaint isn’t just a problem. It’s a chance to build trust and strengthen the community. Let’s talk about how.
Can We Talk?
Complaints should be easy to make. That means offering multiple ways for residents to share concerns: anonymously, over the phone, by email, or through a simple form on your website.
Flexibility helps people feel heard. No matter how the message comes in, treat it with care and urgency. Every concern matters.
Show People They’re Being Heard
Whether you’re on the phone, in a meeting, or on Zoom, how you listen matters. Pay full attention. Make eye contact. Let the person finish before jumping in. Ask questions to clarify. And take the time to reflect back what you heard.
Here are a few ways to show you’re really listening:
- Restate what was shared and outline next steps
- Thank them sincerely for speaking up
- Follow through with updates and check-ins
Our community managers are trained in this kind of engagement. When a resident speaks, they know they’re being taken seriously.
Go Beyond Email
A written complaint deserves more than a written reply. If someone reaches out by email or website form, respond there, but also offer a phone call or face-to-face conversation when possible.
Anonymous complaints deserve attention too. Review them carefully, and bring them to the board when necessary.
What Happens Next?
Once a concern is raised, let the resident know what steps you’ll be taking. That kind of transparency builds confidence and shows that the process is fair.
Some complaints are straightforward. Others may need a closer look. Start by reviewing your governing documents, including the Bylaws and CC&Rs, to see if the issue is already addressed. If there’s any legal uncertainty, consult the association’s attorney. It’s also worth checking whether any state or federal laws might apply to the situation.
Most of the time, the answers are already available. You just need someone who knows where to look and how to apply them fairly.
Create a Clear Process
People speak up more when they know the process is fair. That’s why it helps to create a consistent system for handling complaints.
We recommend:
- A standardized complaint form
- A step-by-step follow-up process
- Encouraging neighbors to speak to each other first when appropriate
The HOA board should get involved when:
- There’s a legal or safety issue
- A rule or regulation is being violated
- A dispute affects the larger community
- Direct resolution between neighbors has failed
Every situation is different. What matters is having a clear, consistent approach.
Keep the Conversation Going
After the concern has been addressed, follow up. Ask if the resolution feels right. Share what comes next. And make sure residents feel comfortable speaking up again in the future.
Sometimes, the most important changes come from someone raising their hand and saying something doesn’t feel right. That voice deserves attention.
Need Help Handling It All?
Signature Management Solutions provides 24/7 support for associations that want to do things the right way. With over 30 years of experience, we help communities handle complaints, enforce policies, and keep everyone informed and engaged.
You don’t have to do it all yourself. Let us help you create a stronger, more connected community.
