The Art of Communication - Balancing Homeowner Desires and Contractor Actions

As a community manager, the ability to effectively service association's vis-à-vis contractors and to satisfy homeowner expectations is a difficult balancing act. When working with a contractor, there are specific roles and responsibilities enumerated within a contract for the performance of services, and in particular, architectural and landscape improvements. The execution of these tasks requires direction and guidance, leading sometimes to varied interpretation of contractual issues by the manager. In such cases, the manager is also in the position of safeguarding the needs of the homeowners who are to receive these services. The demands and expectations of these homeowners can often place a strain on the manager in his or her fair dealings with a contractor.

As a manager, one must carefully walk the line as we attempt to be reasonable in working with a contractor while serving as advocate for the homeowner. For example, if the Association is responsible for the exterior landscaping abutting a home, the owner should not expect control of what the Association's contractor is planting. This is usually approved between the Board and the contractor. However, when the Association is not responsible for the exterior, it is imperative that guidelines be set controlling what can and cannot be done by the homeowner. When the interests of one group collide with the other, we can ill afford to alienate our client or its membership. By the same token, few contractors will continue a relationship with either a manager or a Board if demands are unreasonable.

The key to our mutual success – manager, homeowner and contractor – is communication. As many of our associations place architectural and exterior modification restrictions on their individual homeowner's ability to enhance their own property – it is incumbent upon us to inform both homeowners and contractors with regards to the constraints of living in an association. These constraints are not meant to place unreasonable controls or burdens on the homeowner. It is important that every contractor understands the architectural guidelines within a community so that communication is clear when dealing with each of the parties. Educating the contractor is as important as educating the homeowner. We are all on the same side.

We also need to respect each homeowner's desire to maintain his/her home both inside and out, whether the home is small or enormous. It is helpful to publish on a regular basis association guidelines that clearly detail the limitations for exterior modifications. These rules make the sharing of community (common) property fair and convenient as well as help to strengthen the value and integrity of the individual home.

By having interested homeowners serve on committees within the homeowners association, it helps everyone in developing standards for all aspects of living within the association. It is good advice to have the various community contractors – landscape, maintenance, painters, just to name a few – meet with the Board members and/or committees to develop standards under which most reasonable expectations will be met. Everyone will take “ownership” of the guidelines needed to reinforce the values of the home and the community when there is better communication and mutual respect. Working with the contractors – the experts in their various fields – will help to establish the uniform standards necessary for an association to adopt. Working together with the homeowner volunteers will help set standards that are based upon the consensus of the community – not just the manager or the board of directors.

A few hours of time on everyone's part are all that it takes to set standards that most everyone can live by. The key is always to keep minds as well as doors open for suggestions. The homeowners live in the community – it is their community, personal pride, and investment at stake. Working as partners, we can all achieve the same means. Good communication makes it possible.