What to Look for in a Community Association Management Partner
Key questions and criteria to help your board evaluate potential management companies and find the right partner for your community.
Choosing a community association management company is one of the most important decisions your board will make. The right partner can change how your community runs day-to-day: streamlining operations, improving communication, and freeing board members to focus on strategic decisions instead of putting out fires.
The wrong choice can lead to frustration, financial missteps, and the very problems you were hoping to solve. We've seen boards hire the lowest bidder only to spend months chasing down missing financial records. We've also seen communities transform after finding a partner who actually returned phone calls. The difference comes down to asking the right questions upfront.
This guide will help your board evaluate potential partners with confidence.
Communication and Responsiveness
Communication makes or breaks a management relationship. When evaluating potential partners, pay close attention to how they communicate during the sales process. It's a preview of what you can expect as a client.
Questions to ask:
- What is your typical response time for board inquiries? For homeowner requests?
- Who will be our primary point of contact, and what is their workload?
- How do you handle after-hours emergencies?
- What communication tools do you use (portals, apps, email)?
- How often will you provide status updates on ongoing projects?
Red flags to watch for:
- Slow responses during the proposal process
- Vague answers about manager workload or account assignments
- No clear emergency contact protocol
- Resistance to scheduled check-ins or regular reporting
The best management companies reach out before you have to ask. You shouldn't have to chase them for updates. One board told us they'd waited three weeks for their previous manager to respond about a pool pump failure. By the time they got an answer, the repair cost had doubled. That's not a partnership.
Ask for references specifically about communication, and follow up with those communities to understand their real experience.
Financial Transparency and Reporting
Your management company will handle significant funds on behalf of the association. Financial transparency isn't just nice to have. It's essential for your responsibility to members and for building trust in the community.
Key areas to evaluate:
- Bank account structure: Are association funds held in dedicated accounts, or commingled with other communities? Dedicated accounts provide clearer tracking and protection.
- Reporting frequency: Monthly financial statements should be standard. Ask to see sample reports and evaluate their clarity and completeness.
- Budget development: How involved is the management company in annual budget preparation? Do they provide historical analysis and projections?
- Reserve studies: Do they handle reserve studies and help the board understand funding requirements?
- Audit support: How do they help with annual audits or reviews? Do they have experience with your current auditor?
Request sample financial reports during your evaluation. A good management company should be able to show you clear reports that help the board make informed decisions. We've seen reports that were nothing more than a bank statement printout, and we've seen reports with clear budget-to-actual comparisons, aged receivables, and reserve fund tracking. The difference in what a board can actually do with that information is night and day.
Technology and Modern Tools
Technology has changed community management. Modern tools can improve efficiency, transparency, and homeowner satisfaction, but only if the management company actually uses them well.
Essential technology capabilities:
- Owner portal: 24/7 access to account information, documents, and payment history
- Online payments: Multiple payment options including ACH, credit card, and recurring payments
- Document management: Digital access to governing documents, meeting minutes, and community announcements
- Violation tracking: Clear process for tracking and resolving compliance issues
- Work order management: Clear process for submitting, tracking, and completing maintenance requests
- Board portal: Secure access to financials, vendor contracts, and board-specific documents
Questions to ask:
- Can we see a demo of your owner and board portals?
- What percentage of homeowners actively use online payments?
- How are violations documented and tracked through resolution?
- What training do you provide for board members on your systems?
Be wary of companies that rely heavily on paper processes or outdated systems. While not every community needs cutting-edge technology, basic digital tools are now expected for effective management.
Local Market Expertise
Community association management isn't one-size-fits-all. Tennessee has specific requirements, market conditions, and community expectations that differ from other states. Local expertise matters.
Why local knowledge matters:
- Regulatory familiarity: Tennessee Nonprofit Corporation Act requirements, filing deadlines, and best practices
- Vendor relationships: Established relationships with reliable local contractors, landscapers, and service providers
- Market rates: Understanding of fair pricing for services in your specific area
- Community dynamics: Experience with communities similar to yours in size, type, and character
Questions to ask:
- How many communities do you manage in our immediate area?
- What Tennessee-specific regulations should we be aware of?
- Do you have relationships with vendors who work in our area?
- Can you provide references from communities similar to ours?
A company with strong local presence will handle challenges more effectively and bring established vendor relationships that can save your community time and money.
References and Track Record
Past performance is the best predictor of future results. A thorough reference check is essential, and it should go beyond the names the company provides.
Reference questions to ask:
- How long have you worked with this management company?
- What prompted you to hire them? Have they met those expectations?
- How would you rate their communication and responsiveness?
- Have there been any significant problems? How were they handled?
- What do you wish they did differently?
- Would you hire them again?
Beyond provided references:
- Search online reviews and Better Business Bureau ratings
- Ask your current vendors if they've worked with the company
- Connect with board members from other communities they manage (LinkedIn can help)
- Check for any complaints filed with the Tennessee Real Estate Commission
A quality management company will welcome thorough due diligence. Hesitation to provide references or defensiveness about past issues are significant warning signs.
One board we know discovered through a LinkedIn connection that their top candidate had lost three communities in the past year. The company's provided references were all brand-new clients. That five-minute conversation saved them from a costly mistake.
Contract Terms and Pricing Structure
Understanding the contract terms and pricing structure is crucial before making a commitment. Management contracts can vary significantly, and the details matter.
Key contract elements to review:
- Term length: Most contracts run 1-3 years. Shorter terms provide more flexibility; longer terms may offer better pricing.
- Termination clause: What notice is required? Are there penalties for early termination?
- Scope of services: What's included in the base fee vs. billed separately?
- Fee increases: How are annual increases determined? Is there a cap?
- Insurance requirements: What coverage does the company maintain?
Common pricing models:
- Per-unit fee: Monthly fee multiplied by number of units
- Flat monthly fee: Fixed amount regardless of unit count
- Hybrid: Base fee plus per-unit component
The lowest price isn't always the best value. Evaluate the total package: services included, company reputation, and fit with your community's needs. A slightly higher fee from a responsive, competent company often provides better value than the cheapest option.
Key Takeaways
- 1Evaluate communication during the sales process, as it predicts future performance
- 2Require detailed financial reporting and dedicated bank accounts
- 3Verify technology capabilities with live demonstrations
- 4Prioritize local market expertise and vendor relationships
- 5Conduct thorough reference checks beyond provided names
- 6Understand all contract terms before signing, especially termination clauses
Frequently Asked Questions
- How much does HOA management cost in Franklin and Williamson County?
- Management fees in Middle Tennessee, including Franklin and Williamson County, typically range from $15-30 per unit per month for full-service management. This varies based on community size, amenities, and service level. Larger communities often pay less per unit, while smaller communities or those with extensive amenities may pay more. Always compare the total value, not just the price.
- What's the difference between full-service and financial-only management?
- Full-service management includes all aspects of community operations: financial management, vendor coordination, homeowner communication, violation enforcement, and board support. Financial-only management handles accounting, collections, and financial reporting but leaves operational tasks to the board. Most communities benefit from full-service management.
- How long does it take to switch HOA management companies?
- A typical transition takes 30-60 days. This includes providing notice to your current company, transferring records and funds, setting up new systems, and communicating changes to homeowners. A good new management company will handle most of the heavy lifting during this transition.
- Are HOA management companies required to be licensed in Tennessee?
- In Tennessee, community association managers are not required to hold a specific license. However, if they handle real estate transactions or property leasing, they may need a real estate license. Look for companies with professional designations from CAI (Community Associations Institute) such as CMCA, AMS, or PCAM.
- What should I look for in a Nashville area HOA management company?
- Prioritize companies with local expertise in Middle Tennessee. They should understand Tennessee's regulatory framework, have established relationships with reliable local vendors, and be accessible for in-person meetings. Ask about their experience with communities similar to yours in size and type, and verify their responsiveness during the proposal process.
- What if we're unhappy with our management company?
- Review your contract's termination clause first. Most contracts require 30-90 days written notice. Document specific issues and discuss them with your manager and their supervisor. If problems persist, begin evaluating alternatives while providing proper notice. Don't wait until the relationship is completely broken to start looking.
- How many communities should a property manager handle?
- A dedicated community manager typically handles 6-10 communities, depending on their size and complexity. Ask about your assigned manager's portfolio and whether they have support staff. If your manager is stretched too thin, response times and service quality will suffer.
- What questions should we ask HOA management company references?
- Focus on real experiences: How responsive is the company? Have there been problems, and how were they resolved? What do they wish was different? Would they hire this company again? Don't just ask if they're satisfied. Dig into specific situations and outcomes.
- Is it worth paying more for a larger HOA management company?
- Larger companies offer resources like backup support, specialized expertise, and technology investments. However, they may also have higher manager-to-community ratios and less personalized service. The best fit depends on your community's needs and priorities. Both large and boutique companies can provide excellent service.
Disclaimer
This content is provided for general informational purposes only and does not constitute legal, financial, accounting, or other professional advice. The information is specific to Tennessee community associations and may not apply in other states. Industry practices and market conditions change, and this content may not reflect current circumstances. Reading this article does not create a professional relationship with Verdei Group. Every community's situation is unique, and the evaluation criteria discussed may not apply to your specific circumstances. Before making decisions about management partnerships, consult with qualified professionals as appropriate for your association's needs.