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Communication: The Most Important Tool Available During HOA Construction Projects
from Echo Journal – Issue 3 2022
by Echo
COMMUNICATION
Homeowner association construction projects can be an overwhelming experience – the noise, the inconvenience, intrusions into the comfortable enjoyment of units and common areas. Many of these annoyances cannot be avoided and necessarily need to be endured through the course of the project. But what can the HOA’s board of directors, property management, and construction professionals – “the team” – do to minimize impacts on the community?
Communication and Setting Expectations
The clarity of information about the project and the regularity with which it is delivered to the membership can make a huge difference in the mood of the community. Adding surprise or confusion to the mix can aggravate nerves that may already be frayed simply from the project’s existence. Pre-Construction
Communication should take place early and often in run-up to the beginning of construction activity. In the early stages, before finer details are set, the membership should be educated on the big picture – the nature and purpose of the project, the targeted start month, the estimated duration, the people and companies that will be involved and the roles they will play. A “town hall” meeting of the membership is an excellent means for doing this. The project architect and the general contractor can be invited to give a presentation outlining the steps of the project. They are the ones most qualified to explain the details and are also the ones most able to develop the membership’s confidence in the project and in the people performing the work. Helpful answers to questions are productive for both reducing people’s worries and building support.
COMMUNICATION
As the project start date grows near and projectexecution logistics are worked out, a second town hall should be held to inform the membership of the specific details in terms of the timing of work, what sort of noise and inconvenience can be expected, and where on the property work will be performed during given weeks or months. The more certainty members have about how and when their lives will be disrupted, the more effectively they can plan around the inconvenience.
At least a week before construction starts, the HOA should post notices and send a reminder to residents of the upcoming work and any time frames anticipated to bring substantial noise or inconvenience. Residents will appreciate the heads-up so that they can plan their schedules accordingly. For example, those who work from home may opt to go into the office on loud days for undisturbed work time. During Construction
A point of contact should be established so that members can reach someone during the project with questions (and gripes, if any). It is important that they have a reliable communication channel to get the answers they need, and in a timely manner. A member disgruntled by poor or slow responses will not be a friend to the project and can become a thorn in its side if not given appropriate attention. At the end of the day, everyone wants to feel heard and respected.
A process should be established for providing notice of project activity, both to the membership as a whole and to individual unit residents. For all-member project notices, it is helpful not to communicate on other subjects at the same time, as that can cause some to overlook construction-specific content. Similarly, it may be wise to consider setting up a stand-alone project-notice space in the common area independent of the community’s regular bulletin
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boards. This will more likely result in the project notices being read.
Notice to individual unit residents is a more sensitive topic, as this is typically done in conjunction with the need for access to the interior of a unit or deck to perform project work. It is critical that the notice process be strictly followed, because a failed attempt to schedule unit access can throw off the sequencing of work for an entire cluster of units and can impact other aspects of the project. The best practice is to deliver notices to the unit homeowner/ resident once or twice in the two weeks leading up to the required access (twice is always better), followed by another notice 48 or 72 hours before access. Also, follow up in person or by phone if there is no proactive resident response to the notices. Timely access is critical.
Unit interior work can be highly challenging for both unit residents and the personnel performing it. In some instances, a kitchen, bathroom, other room, or deck might be unusable during work hours – or not usuable at all for many days – depending on the specific work. Also, residents may need to move furniture to allow unfettered access to certain areas of a unit. This is all quite disruptive from a habitability standpoint, but it is necessary to finish the work. Communication is key, as a good information flow with residents can reduce the discomfort of in-unit work and, at the same time, help avoid instances of uncooperativeness.
Privacy and Respect
It is important to always respect the privacy of residents. For example, if workers use scaffolding, ladders, a swing stage, or work at ground level outside windows, affected residents should be notified in advance so they are not alarmed and can safeguard their privacy. If there will be loud, disruptive work next to or near a unit, residents need to know beforehand. The same goes for water turn-offs for plumbing work, power shutdowns for electrical work, and the like. Putting oneself in affected residents’ shoes makes the right thing to do – and how to do it – quite clear.
For in-unit work, it is necessary to obtain consent to enter the unit and to set expectations about when the workers will arrive and leave and their break schedule in between. For everyone’s safety and nerves, workers should always knock before opening the door of a unit (even when a unit key has been provided with permission to enter). Before entering, workers should always announce themselves loudly.
There should be no bantering or other unnecessary noisemaking, eating, or other behavior that could make a resident feel like their home is a public space. Minding manners is not just the right thing to do; it is a professional requirement. Again, workers should take to heart how they would want and expect to be treated in the awkward situation of having workers in their home.
Patience and Sensitivity
Since the pandemic, people’s homes have become even more central to their lives. The home is not just a place where people live and work – it is a part of who they are. It is typically their largest financial investment. So, workers must tread carefully and be sensitive to how the project is going to affect homeowners. The patience of a resident needs to be respected and managed by setting clear expectations and giving regular updates. Cooperation flows from there.
When a resident becomes frustrated and angry about a construction project, it is important to have empathy and to remember that people are emotionally invested in their homes for good reason. Workers should slow down and give undivided attention to the person expressing a problem. They must be thoughtful in devising solutions that adequately address the concerns. They must execute proficiently and in a friendly manner. It is often not that simple, but the more one keeps these things in mind, the better and easier it gets.
In Summary
The purpose of a project is to preserve and improve the fitness and habitability of a home. There is nothing but good in that goal. But HOAs should not let the “getting there” part leave a bad impression that affects members’ feelings about the completed work. They must identify with the people whose lives are affected and work from there to reduce negative impacts.
David Mangini, Esq., is general counsel at Saarman Construction Ltd., a general contractor that has specialized in occupied-property reconstruction work for 39 years over three generations. The company has a long history of HOA projects and a well-informed appreciation for the needs of communities and their members.
Nick Berg, PCAM, is president of CitiScape Property Management based in San Francisco.
SILVERCREEK ASSOCIATION MANAGEMENT
A strong and organized association speaks volumes to residents. It shows pride of ownership and care for the property that invites added comfort and trust. And the better the association performs, the easier it is for the association to keep the property up-to-date and secure.
Our management expertise and work with quality vendors help your association and manager do required jobs effectively, giving you more time to focus on the important business at hand.
Bridging the Gap
At Silvercreek Association Management, we know the challenges board members face. We have decades of experience bridging associations with owners, managers, and boards. Our knowledge of the industry helps you streamline decision making and problemsolving. Our extensive history in the field can be your guide. • Attending monthly or quarterly meetings of the Board of Directors • Providing association meeting minutes • Providing ongoing and timely communications with all members • Collecting and tracking association dues • Creating and maintaining monthly financial statements • Preparing and updating annual budgets • Generating tax forms • Tracking and updating the board on all legally-required local and state requirements and assisting with compliance • Orchestrating property evaluations with contractors for repairs and assessments • Aiding with maintaining the property and surrounding landscaping to required levels • Building and negotiating contracts with vendors • Reconciling accounts with vendors • Completing year-end accounting records for your CPA • Keeping owners up to date with end-ofthe-year budgets
Our core mission at Silvercreek Association Management – and the touchstone of everything we do – is to manage communities with its people in mind. That means we don’t just aim to check off standard management boxes but to listen and cater to the unique and individual needs of each and every member of a community.
Our promise to you is that we remain diligent in understanding your community’s specific needs. We refine and tailor our work and bigger picture goals to ensure that your community consistently runs smoothly, residents’ needs are heard, guidelines are communicated, and that a happy, healthy neighborhood is continually fostered.
We believe in enhancing the livelihood of communities through our unparalleled dedication to customer service, our ability to offer professional expertise in all areas of HOA management, and our tireless drive to ensure that the communities we take care of are heard, happy, safe, and thriving.
We aim to consistently go beyond the confines of typical HOA management duties, and we like to think it’s because we genuinely care about how your community functions. We understand that managing a community can be a demanding responsibility, but our team of experts understand how to get things done with efficiency and finesse.
We are excited to partner with your Community and looking forward to our future together!
