East Hill Property Management employs a highly-qualified professionals, and we think residents should know what the manager has—and has not—been hired to do. The manager has two primary responsibilities: to carry out policies set by the board and to manage the association’s daily operations. Some residents expect the manager to perform certain tasks that just aren’t part of the job. When the manager doesn’t meet those expectations, residents naturally are unhappy. Since we want you to be happy, we’re offering a few clarifications to help you understand what the manager does.
• Our property managers are trained to deal with conflict, but he or she will not get involved in quarrels you might be having with your neighbor. However, if association rules are being violated, the manager is the right person to call.
• If you have questions about your statement or your account, please contact our office. We are happy to assist you during normal business hours. Despite this, it is the owner’s responsibility to make sure that their dues are paid on time. We offer free ACH withdrawal to all of our residents and we do offer the ability to pay your dues online. Please go to the first page of our website and choose Pay Online.
•While the manager works closely with the board, he or she is an advisor—not a member of the board. Think of them like a waiter. They will tell you all about the menu but you will be the one to order. Likewise, the manager is the expert at a number of topics and will gladly run down the pros and cons of any decision. However, the board members make the decisions.
• Although the manager works for the board, he or she is available to residents. If you need to see the manager, call and arrange a meeting. If a matter is so urgent that you need an immediate response, call the association emergency number or 911.
• For routine inquiries, like the date of the next meeting, please read the newsletter or check the association website. If this doesn’t answer your question, the property manager is always happy to answer questions.
• The manager is responsible for monitoring contractors’ performance, but not supervising them. Contractors are responsible for supervising their own personnel. If you have a problem with a contractor, notify the manager, who will forward your concerns to the board. The board will decide how to proceed under the terms of the contract.
• The manager inspects the community regularly, but even an experienced manager won’t catch everything. Your help is essential. If you know about a potential maintenance issue, report it to the manager.
• The property manager does not set policy, they are the ones who enforce the board’s policy. If you disagree with a policy or rule, you’ll get better results sending a letter or e-mail to the board than arguing with the manager.
• The property manager has a broad range of expertise, but he or she is not a consultant to the residents. Neither is he or she an engineer, architect, attorney or accountant. The manager may offer opinions, but don’t expect technical advice in areas where he or she is not qualified.