This prestigious award is presented annually to a business leader who personalities the leadership, business success, and civic involvement that was characterized by the late Carl H. Lindner in our community. As we continue to celebrate the life and accomplishments of Mr. Lindner, we are pleased to present the 2022 Award for Entrepreneurial and Civic Spirit to Mr. Bortz. 

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Here are five keys to successfully managing neighbor-to-neighbor conflict in an HOA. 

1. Be transparent with homeowners. One of the most common sources of friction between association boards and homeowners is a lack of communication. Naturally, the board has the right to make some decisions on behalf of the association without consulting homeowners. How and when you convey those decisions is key to gaining buy-in and trust. Think of regular communication and transparency as tools to maintain community harmony. By implementing and using up-to-date tools — such as a community website, a regular community newsletter, and a homeowner portal — board members can build community confidence in their decision-making process. Having that confidence will be especially beneficial when serious neighbor-to-neighbor disputes arise. 

2. Educate homeowners about the board’s responsibility – and theirs.  Keeping the peace starts by ensuring HOA members are familiar with everyone’s responsibilities. Homeowners have a duty to respect their neighbors by following the HOA’s rules and regulations. They need to understand the board has a fiduciary responsibility to enforce the rules and regulations set forth by the community covenants and restrictions. And they need to recognize the board can’t – and shouldn’t – step into the middle of every dispute. Providing regular, gentle reminders about rules, regulations, and responsibilities through your association’s communication channels is an easy, proactive strategy for setting and reinforcing expectations. 

3. Know when to get involved. Meddling in neighbor-to-neighbor disputes is one of the worst things a board member can do. To the greatest extent possible, complaints should be resolved between neighbors. However, the board may need to get involved if the dispute violates community covenants and restrictions, Department of Housing and Urban Development regulations, or the Fair Housing Act regulations. Being knowledgeable about your HOA’s rules and regulations will help you determine with greater certainty when neighbors should sort things out on their own and when you need to launch an investigation. 

4. Be fair. In theory, this is a no-brainer. But because you are both a member of the board and of the community, it can be difficult to enforce in practice. To keep the peace — and mitigate any legal risk down the road —board members should not take sides or show favoritism when conducting an investigation or doling out violations. What you do for one, you must do for all. Keep in mind that any exceptions could be perceived as a precedent for future incidents. 

5. Hire a qualified association manager. Association boards hire association managers to make their lives easier. Among their many duties, an association manager will handle homeowner complaints, violations, and other tasks so board members can live in peace alongside their fellow community members. 

Managers should not be referees in neighbor-to-neighbor issues, but they should be knowledgeable about the community’s rules and recognize when it’s time to step in. Experienced association managers can also help the Board navigate the best path forward when these situations occur, whether it is enforcement of the governing documents or consulting with a third party such as an attorney. 

Just as important, an accomplished association manager can serve as a guide to the board. Regular discussions between the board and the association manager about the processes and procedures outlined in the declarations, by-laws, and rules and regulations of the community will ensure board members are equipped to navigate challenging conversations in both formal and informal settings. Likewise, association managers can help association boards step up their communications strategies to improve transparency, foster trust, and mitigate disagreements over the long term. 

The Best Strategy to Manage Your Community 

At Towne Properties, we provide expert teams that serve as guides, mentors, and partners to volunteer board members. We rely on tried-and-true policies and standards to provide stability, build trust between boards and homeowners, and help communities to thrive. 

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Candidates who look good on paper don’t always have what it takes to deliver. Industry certifications, insurance, experience, and other baseline requirements are essential qualities every candidate should possess. However, they don’t necessarily indicate if the candidate has the capacity, skillset, and leadership qualities to keep your community on track. 

In fact, poor matches are often the result of not digging deep enough. To improve your chances of hiring the best association manager, here are five mistakes to avoid during the screening and interviewing process. 

Mistake #1 – Underestimating the importance of people skills 

One of the association manager’s most important duties is to serve as the primary point of contact for community members. They must serve as problem solvers and arbitrators, juggling everything from financial questions and maintenance requests to complaints about neighbors. For that reason, it’s not enough for an association manager to be detail-oriented; they must also possess exceptional communication, customer service, and conflict resolution skills. 

Questions to ask include: 

· What is your strategy for handling upset or angry community members? 

· How many direct management representatives will be available for the community? 

· What technology/software platforms do you use to communicate with community members? 

· How do you track and communicate owner concerns that need to be escalated to the board for discussion? 

Mistake #2 – Undervaluing years of experience 

It’s true that years of experience do not necessarily translate into effective leadership skills. But experience still matters. Experienced managers are better able to anticipate the needs of community and board members. They are more equipped to manage issues with a steady hand. They are more likely to have built relationships of trust with local vendors. And they can more effectively serve as a guide and tactician for board members. 

Questions to ask include: 

· How many years has your company been providing association management services in our area? 

· What is the average tenure of your managers? 

· How many years of experience do you require for your managers? 

· What kind of support do you provide to your managers? 

· What certifications do your managers hold? 

Mistake #3 – Working with a company that does not invest in its people 

Why should you question the staff development programs of prospective association management companies? Because their staff will be interacting with your community members. Comprehensive training programs ensure association managers are current on everything from laws and regulations to industry best practices. Moreover, companies that invest in staff development are also invested in staff retention — leading to less turnover and greater stability in your association management office. 

Questions to ask include: 

· How is your staff training program structured? 

· How do you support staff in attaining certifications and advancement opportunities? 

· What is your staff retention strategy? 

Mistake #4 – Not aligning services with needs 

There are the fundamental services you would expect from any association manager, such as property maintenance and collections and enforcement. But what about the higher-level needs of your community? How will your association manager facilitate board meetings? How do they intend to communicate with community members? What are their accounting system capabilities? These are not always universal service offerings and need to be clearly defined as you interview candidates. 

Questions to ask: 

· How would you describe your ability to coach board members in their day-to-day duties? 

· Can you provide samples of what we can expect to receive for monthly financials? 

· How do you track routine services to make sure they are completed and on time? 

· What is the manager’s role in soliciting and reviewing proposals for services and repairs? 

Mistake #5 – Failing to adequately vet responsiveness policies 

How quickly will your association manager respond to emails, voicemails, and text messages? Within 24 hours? Or maybe 48 hours? Or simply when they get to it? Response times can be a source of contention, which is why board members should always vet a candidate’s policies for responding to community members. This should include defining how your property manager will handle requests and concerns when they are unavailable. After all, he or she will need to take time off. Who will be there to keep operations moving in their absence? 

Questions to ask: 

· What is your policy for responding to emails and phone messages? 

· How do you handle after-hours and weekend emergencies? 

· How will you ensure community needs are addressed during time off? 

How to hire the right association manager for your community 

For more than 60 years, Towne Properties has helped communities thrive. Highly trained and qualified, our association managers and support teams serve as guides, mentors, and partners to volunteer board members. We understand what it takes to develop and maintain positive relationships with owners, and we excel at helping associations achieve their goals. 

Discover why our customized, full-service association management solutions are trusted by more than 800 associations throughout Ohio, Kentucky, and North Carolina.

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After the rush of the election is over, new board members need to set their sights on fulfilling their responsibilities. But what are the duties of an association board member? What does your sphere of influence entail? How can you most efficiently prioritize the association’s needs? How do you balance your time with the daily requests of the homeowners you represent? 

These are not uncommon questions for newly elected board members. The good news is, you don’t need to have all of the answers. The key to success is hiring an experienced association manager to provide guidance and support. 

An association manager can be your most important ally in ensuring the board’s obligations — and the community’s expectations — are met. By leaning on an association manager for day-to-day business, you will have more time to focus on big-picture items. 

So what should board members expect from their manager? Here are eight services a professional manager will provide to help ensure you have a successful board: 

1. Board coaching and guidance. If you’re feeling lost about what comes next after the election, you’re not alone. Questions about roles, responsibilities, and governance can trip up even seasoned board members. An effective association manager will coach the board of directors on their duties and assist with strategizing for future needs. 

2. Homeowner relations. Skillful association managers understand how to navigate the ebb and flow of community relations. Yes, this includes fielding questions and concerns from residents. But it also involves other duties, such as maintaining all homeowner files. By serving as a single point of contact for homeowners, association managers are well-positioned to ensure homeowners are treated equally and fairly under the community’s governing documents. 

3. Association communications. Keeping residents informed is vital to keeping satisfied residents. Because communications are so closely aligned with homeowner relations, this is another service that is best entrusted to an association manager. Your association manager should, at a minimum, provide routine updates to the members and regularly update your association website with relevant information. 

4. Meeting organization and management. Well-trained association managers will double as facilitators. They should play an active role in preparing for and conducting meetings, including creating agendas, putting together board packets, documenting action items, and ensuring proceedings stay on track. 

5. Maintenance and repairs. Not sure what it takes to hire a roofing company, fix a pool, or repair concrete curbs? You don’t need to; your association manager should execute all approved exterior maintenance and repairs. Effective association managers will build and maintain a pool of trusted and vetted vendors that can deliver high-quality service for the best deal possible. Some maintenance needs, like a burst pipe or backed-up sewers, can’t wait. Your association manager should also handle these emergencies by providing a 24-hour answering and emergency system. 

6. Financial and accounting services and recordkeeping. Managing community finances and accounting require dedicated time and attention. Association managers should do the heavy lifting for the board by providing full accounting services, from supervising banking and reserve accounts to handling accounts payable and receivables. In addition, they should take inventory, keep ongoing records, and review and maintain documents with the board, committees, and legal counsel. 

7. Risk management. Like any organization, associations need to ensure proper risk management controls are in place and followed. Board members can lean on their association managers to ensure vendors are properly insured, arrange for the right HOA insurance, and review and file insurance claims. The association manager should also ensure the association is compliant with laws and statutes and advise when board discussions or actions are at risk of deviating from the association’s and board’s governing documents. 

8. Collections and enforcement. This is one of the most sensitive topics of community management. It is also another area that board members can and should turn over to their association managers. From conducting property inspections to tracking delinquency to initiating collection efforts, association managers are trained to handle these matters with persistence and tact. 
 
Finding the Right Association Manager for Your Community 

The list above encompasses duties that all association managers should be able to fulfill. However, not all association management firms are equal. Experience, capabilities, and cultural fit are essential to building trust with residents. 

At Towne Properties, our association managers go above and beyond the call of duty to ensure the communities we serve are at their best. Trusted by more than 800 associations, we are creative, client-first problem-solvers with an extensive track record of success. 

Learn more about how our customized, full-service management solutions can improve your operations so you can achieve your priorities. 

Association Manager Duties at-a-Glance 

The following list is a high-level summary of the duties and services an association manager should provide: 

• Manage the community’s day-to-day business, including responding to members’ questions and concerns 

• Coach the board of directors on their duties and assist with strategizing for future needs 

• Oversee association communications, including website management and routine updates 

• Provide a 24-hour answering and emergency system 

• Provide homeowners with the community’s rules and regulations 

• Provide governance 

• Review and maintain documents with the board, committees, and legal counsel 

• Organize, manage, and document meetings 

• Take inventory; keep ongoing records 

• Establish banking and reserve accounts 

• Provide full accounting services for the HOA 

• Manage collections of delinquent accounts 

• Conduct regular property inspections 

• Vet and manage vendors 

• Obtain bids 

• Execute approved exterior maintenance and repair 

• Supervise all employees and contractors 

• Reserve recommendations to the board/coordinate planning with engineering study 

• Arrange for proper insurance coverage 

• Review and file insurance claims 

• Maintain all homeowner files 

The post 8 Ways an Association Manager Makes Life Easier for Community Board Members appeared first on Towne in the News.

Stats like these inspire observers to use words like “robust,” “red-hot” and “overheated” in discussing the state of the multifamily industry. Is this strong market built to last? Or is it too good to be true? What key trends will chart the industry’s direction in 2022 and beyond? 

Read Full Article Here

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The ORA® Power Ranking is based on the relative strength of over 128,000 properties across various review sites and ILSs. It is an independent ranking; a property or a management company is not required to be a J Turner Research client to qualify for the monthly rankings.  

Ranking on the Elite 1% indicates online review scores for a property across various platforms was in the top 1% of 128,000 properties analyzed. 

Towne Properties Managed Communities in the Elite 1% 

Congratulations to the 20 properties in the Elite 1%.  

1. The Enclave 

2. Fieldstone Apartments 

3. Bent Tree Apartments 

4. Galbraith Pointe Apartments and Townhomes 

5. Desales Flats 

6. Millcroft Apartments and Townhomes 

7. Hilltop Apartments 

8. Merrick Place 

9. Timber Glen 

10. Fox Run Apartments 

11. Indian Creek 

12. Four Bridges 

13. Bishop's Gate 

14. WaterStone Landing 

15. Village of Coldstream 

16. The Lofts At Shillito Place 

17. U Square at the Loop 

18. The Estates of Fernview Apartments 

19. Roebling Row 

20. Deerfield Crossing 

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Management Companies w/ 25+ Communities 

1. WRH Realty Services 
2. Berger Rental Communities 
3. Van Metre Companies 
4. Bonaventure 
5. Panco Management 
6. Griffis Residential 
7. Princeton Properties 
8. Blue Ridge 
9. Altman Management Company 
10. Towne Properties 

Top 250 Communities in the Nation 

61. Fieldstone Apartments 
149. The Falls at Landen 
154. Lawrence Landing Apartments 
203. Bishop's Gate at Somerset 
208. Hilltop Apartments

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The Pillar Awards recognize organizations and their employees that are truly connecting with their communities through their time, commitment and giving, whether it be volunteering, charitable giving, pro bono work and more. 

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Centralizing operations may not be a novel concept, but is relatively new when applied to multifamily real estate management. Centralized operations allow companies to serve residents and prospective residents quicker, while also improving workflow and efficiency across the portfolio. Some companies have created centralized corporate teams with specialists and others are using artificial intelligence. Companies such as Yardi Systems, Travtus and Knock also offer software that simplifies centralizing operations. 

While the idea of centralizing operations has been ​​gaining momentum, recent events may have sped up adoption. Michael Tuer, vice president & general manager of the western region for Yardi Systems, told Multi-Housing News that the labor shortages and the COVID-19 pandemic have accelerated the trend at which multifamily operators are converting to centralized operation 

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Presented in an easily understood letter grade / report card format, the epIQ Index delivers the most authentic, relevant, and actionable resident experience and community performance data over a rolling 365 day period. Use epIQ to make strategic decisions throughout your entire organization – driving higher value at community and portfolio levels. 

• 75 -Bent Tree Apartments 

• 76 – The Falls at Landen 

• 117 – Bishop's Gate at Somerset 

• 130 – Village of Coldstream 

• 146 – Hilltop Apartments 

• 174 – Groton Lofts 

• 180 – Lofts at Shillito Place 

• 190 – Mallard Landing 

• 219 – The Valley Active Senior Living 

• 245 – Monmouth Row 

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