There is much more to running an HOA than property management alone. A significant part of the job is maintaining peace within the community. Homeownership can be a rewarding experience, but living in a community with many different kinds of people presents unique challenges. One of the most sensitive tasks is dealing with complaints, which directly impacts resident satisfaction. Competence in handling these issues guarantees peaceful living and fosters community cohesion over time.

This guide offers a thorough, step-by-step process on how to handle HOA complaints, combining input from homeowners and tested strategies to keep your community running smoothly. Additionally, we include findings from a 2022 homeowner satisfaction survey, highlighting key areas where HOA management can continue refining its processes in handling complaints.

Understanding HOA Complaints

Complaints in an HOA setting will always arise—from dissatisfaction with rule enforcement to mismanagement of shared property. These complaints represent the voice of the residents, and addressing the root cause requires patience for effective resolution.

The general nature of these complaints relates to how an association governs or maintains a community. While problems may seem insignificant, they can escalate into larger issues if not handled appropriately. Complaints can range from infractions of community regulations, conflicts with neighbors, or concerns about how the HOA manages its funds. The key is to listen, investigate, and resolve in a manner consistent with HOA policies and regulations.

Why Homeowner Complaints Are Important

Handling complaints promptly and systematically serves several crucial purposes within the HOA community:

Maintaining Community Standards: One of the most important functions of the HOA is to ensure consistency in maintaining homes and common areas. Complaints, especially those related to rule violations, give the HOA an opportunity to address these issues and maintain community standards.
Quality Lifestyle: Living close to neighbors can sometimes lead to conflicts. Noise complaints, property maintenance issues, or disagreements regarding shared spaces can all reduce the quality of life for residents. Resolving these complaints efficiently and fairly benefits the entire community and helps maintain a pleasant living environment.
Providing Feedback for HOA Improvement: Complaints offer valuable insights into areas where the HOA may need to adjust its practices, whether it’s communication, enforcement of rules, or maintenance. Addressing these concerns helps the HOA improve its policies and service delivery.

Types of Common HOA Complaints

HOA complaints generally fall into four major categories, each requiring a particular approach for effective resolution:

1. Rule Violations

The most common complaints are related to violations of community rules or CC&Rs (Covenants, Conditions, and Restrictions). These rules ensure that the community remains orderly and visually appealing. Common rule violations include:

Unauthorized Changes: Homeowners may make changes to their property without proper approval from the HOA, such as painting a house in unapproved colors or building fences that don’t comply with community guidelines.
Noise Complaints: Complaints often arise from loud parties or persistent noise disturbances that disrupt the serenity of the community and irritate neighbors.
Neglect of Lawn or Garden Maintenance: Failing to maintain one’s lawn or garden can negatively affect the community’s appearance, leading to complaints from other homeowners.

2. Maintenance and Repairs

With shared amenities such as pools, parks, and recreational areas, many HOA communities experience deterioration over time. Homeowners may voice complaints about:

Damaged/Broken Shared Facilities: Complaints arise when shared facilities such as tennis courts or playgrounds remain out of service for extended periods.
Landscaping Issues: Poorly maintained green spaces, withered plants, or neglected lawns can become a source of frustration for residents who rely on these areas for recreation and enjoyment.

3. Management Practices

Complaints about management practices often involve how the HOA board communicates with residents or handles community funds:

Unclear Communication: A lack of clear communication regarding important rules or decisions can upset homeowners. Updates on maintenance schedules or changes to HOA rules must be timely and transparent.
Financial Transparency: A common concern among residents is how HOA fees are allocated. When money is mismanaged or finances are not handled transparently, trust between homeowners and the HOA board may deteriorate.

4. Neighbor Disputes

HOA boards typically do not mediate personal disputes between neighbors, such as property line disagreements, unless they involve a violation of HOA rules. The HOA’s role is limited to enforcing community rules, and they should not intervene in private matters unless there is a breach of those rules.

Results of the 2022 Homeowner Satisfaction Survey

The 2022 Homeowner Satisfaction Survey provided valuable insights into common complaints and their impact on resident satisfaction. Several areas were highlighted where HOAs could improve their operations to better serve their communities:

Communication: One of the top complaints from homeowners was slow or inadequate communication from HOA boards. Many small issues can be resolved through clear and timely communication.
Rule Enforcement: Inconsistent enforcement of community rules was another major issue raised in the survey. Perceived favoritism or unequal application of the rules can erode trust in the HOA, leading to dissatisfaction among residents. Fair and consistent rule enforcement is key to maintaining harmony within the community.

Complaining about HOA: A Step-by-Step Process

Effective complaint handling within an HOA should follow a structured process to ensure fairness and transparency. The following steps can help ensure that complaints are addressed in a fair and impartial manner:

1. Clearly Articulate a Complaints Policy

A well-defined complaints policy is essential for effective resolution. The policy should clearly state:

Filing Complaints: Homeowners should be informed about how to file complaints through an online portal, via email, or in writing.
Acknowledgment Procedures: The policy should establish a timeline for acknowledging complaints, typically within 1–2 days of receipt.
Resolution Pathways: The policy should outline the steps for addressing complaints, including timelines, investigation methods, and procedures for escalating unresolved issues.

2. Acknowledge Complaints Immediately

Acknowledging complaints in a timely manner reassures the complainant that their issue is being taken seriously. This acknowledgment should occur within 24–48 hours of receiving the complaint. Providing a reference or tracking number allows the complainant to follow up on the status of their complaint.

3. Research Thoroughly

The backbone of any complaint resolution is a thorough investigation. The HOA board should:

Gather all necessary documents and information related to the complaint.
Interview the parties involved to gain a full understanding of the situation.
Analyze the information collected to determine whether the complaint is valid and what follow-up action can be taken.

4. Develop a Solution

Once the investigation is complete, the HOA board should develop a plan to resolve the complaint. This may involve:

Quick fixes for immediate problems.
Long-term strategies to prevent similar issues from arising in the future.

If necessary, the board should consult experts or legal counsel to ensure that the solution complies with community policies and regulations.

5. Clearly Communicate the Resolution

While it’s important to inform the complainant that the board is taking action, specific details about the outcome of the complaint, such as any notices or violations issued to other homeowners, should not be disclosed. The HOA can inform the complainant that the board is addressing the matter but must maintain the confidentiality of any enforcement actions.

6. Document the Process

Maintaining accurate records of each complaint, from submission to resolution, is crucial for tracking trends and improving future processes.

7. Use Feedback to Improve

Complaints offer valuable learning opportunities. The HOA should gather feedback from residents on how complaints are handled and use this information to improve its policies and procedures. Regular training for board members and staff will help them stay prepared to manage complaints effectively.

Encouraging Community Participation

Proactively engaging with the community can prevent many issues from escalating into formal complaints. Regular town hall meetings and feedback sessions offer residents a platform to voice their concerns in a constructive environment. This open dialogue allows the HOA to identify potential problems and address them before they grow into major issues.

Building a Stronger, Happier Community Through Effective Complaint Resolution

Effective complaint handling plays a vital role in maintaining harmony and satisfaction within a HOA community. A formalized process for resolving complaints ensures that issues are addressed efficiently and fairly, leading to an improved quality of life for residents.

Need Help with HOA Management?

Handling complaints can be challenging, especially in larger communities. Professional assistance can ease the burden and improve efficiency. Bruce Evans Property Management specializes in managing HOAs and resolving homeowner complaints professionally and courteously. With professional experience, Bruce Evans Property Management ensures that your community is well-managed, and your residents are satisfied.

Contact Bruce Evans Property Management today at (559) 732-0313 to learn how they can help your community thrive!

Matthew Miller

CMO and Co-Owner of RHB PM

His extensive background as a business owner working within the property management industry allows him to provide valuable insights and strategies to the company. Along with a strong focus on client satisfaction and a dedication to delivering exceptional results, Matthew ensures that every client receives personalized attention and top-notch service.