Contributed by Jennifer Miller
Community associations develop and nurture many partnerships over the years, but seasoned professionals and volunteers say the relationship between an association and its management company is arguably the most significant.
“One of the best things boards can do to protect property values is to hire a good management company. It’s also one of the largest decisions a board can make,” says Kate Bushey, an attorney with Kaman & Cusimano in Cleveland.
“Volunteer boards have a fiduciary responsibility to make the right decisions for their community, but they may not have the expertise to successfully do that,” says Mike Packard, PCAM, senior vice president of acquisitions for Associa in Carlsbad, Calif. “Hiring a management company also provides continuity. Boards may change from year to year, but the right management company will remain consistent.”
Packard, along with Greg Smith, CMCA, AMS, PCAM, director of learning and development for Associa in Lodi, Calif., wrote Selecting Management: How to Find the Right Community Association Management Company. The book was published earlier this year by CAI Press.
Veteran volunteer leaders rely on the expertise of a management company. “It’s a lot of behind-the-scenes work to make sure you’re managing payroll and paying correct taxes, staying aware of legal policies, and finding quality vendors,” says Joyce Sachs, who has served on the board of the 1219 W. Wynnewood Condominium Association just west of Philadelphia for the past decade.
Before making a decision about a management company, collect input from homeowners. “Survey your community and listen to what the community as a whole wants,” says Sachs, a member of the CAI Board of Trustees and president-elect of CAI’s Keystone Chapter. She also suggests having an open board meeting to allow homeowners to share their expectations.
Communication and mutual trust between association boards and management companies are key factors in the long-term success of any relationship. “The key to a successful partnership is open communication and attempting to resolve conflict with open dialogue, the same way you would in any relationship,” says Smith, a past CAI president.
Once a new management company has been chosen, it’s essential to set expectations, clearly define roles for both parties, and stick to them. It’s also important to bring concerns to management company leadership. “Companies can almost always work to fix staffing or other issues, but they can’t change what they don’t know about,” says Kelly Zibell, a member of the CAI Board of Trustees.
Finding and nurturing a positive board/management company relationship takes time and shouldn’t be rushed. Sachs, chair of CAI’s Homeowner Leaders Council, suggests giving a new management company almost a full year to settle in and gauge how they’re doing while recognizing boards should not let too much time pass before addressing issues.
And remember: Money isn’t everything. “Changing companies for cheaper fees is not going to be a solution unless the community also is willing to cut services,” says Zibell. “You simply won’t be able to cut management costs in this environment.”
The right attitude and a clear, organized plan can make the task of hiring a management company less stressful and hopefully productive. “At the end of the day, there’s no ‘perfect’ manager or management company. You just have to get as close as you can for your community,” says CAI Rocky Mountain Chapter President Mike Wolf. “Ultimately the management company is helping you run the business of your association. You need to be happy with that partnership.”
Jennifer Miller is a freelance writer in the Washington, D.C., area.
>> Read more about finding the right management company match in Common Ground September/October 2025.
>> Purchase Selecting Management in print and digital.
