This is another important question relating to HOA customer service. Property Managers are too busy with a host of projects to deliver excellent customer service hour-by-hour. That’s where support staff come in, to assist owners immediately with common needs, like access to documents, information on how to submit architecture requests, board meeting dates, etc. If the calls and emails all flow to the HOA property manager, that may be a red flag. HOA Managers are often in the field, meeting with boards, walking properties with vendors, drafting budgets, compiling board packets, interpreting reserve studies, overseeing projects, and on and on. When they’re out, the phones don’t get answered, emails aren’t read, and owners become frustrated. They pass that frustration on to the HOA board of directors.