There’s a common misconception among many HOA and condo board members that once a management company is hired, everything is being handled seamlessly behind the scenes. After all, they’re the professionals, right? But in the world of community association management, trust but verify is more than a catchphrase—it’s a best practice. If you’re on the board of your Florida association, monitoring your management company’s performance isn’t micromanagement. It’s fiduciary responsibility.
Board Members Are Busy People
Board members are volunteers, often juggling personal careers and lives, while trying to navigate complicated regulations, budgets, vendor contracts, and community concerns. Hiring a management company is supposed to make all of that easier. But even the best contract in the world won’t safeguard your community if no one is checking whether that contract is being fulfilled.
If you're questioning whether your current company is delivering the value it promised, it may be time for a reality check. Use this article as your guide to identifying performance gaps, asking the right questions, and getting the tools you need to take control. If you’re considering a change, we invite you to request a proposal here to see what working with a proactive partner truly looks like.
Ignorance Is Not Bliss
So how can your board know if your management company is really performing?
It starts with communication. Is your property manager responsive and accessible? Do they return emails in a timely manner, provide proactive updates, and address community concerns without requiring a second follow-up? It seems simple, but communication breakdowns are one of the top reasons boards part ways with their management companies. Ask to see response time metrics if you’re unsure—and pay attention to how often you're the one initiating follow-ups rather than receiving them.
Financial transparency is another critical area to monitor. Your board should have easy access to monthly financial reports, bank reconciliations, reserve balances, and operating budgets. These documents should not only be accurate, but also timely. If your financials are delayed month after month, it may be a sign of internal disorganization—or worse, deeper issues. Want to compare standards? Florida’s Department of Business and Professional Regulation outlines record-keeping requirements here: https://www.myfloridalicense.com/intentions2.asp
It’s also wise to ask whether the company’s accounting methods meet current best practices. Are your reserves kept in separate, interest-bearing accounts? Are invoices reviewed by your CAM and double-checked for accuracy before payment? The Florida Administrative Code explains the requirements surrounding reserves, while the Internal Revenue Service provides insight into exempt income and tax rules for associations.
Why Does This Maintenance Issue Keep Happening?
Next, consider how your manager handles maintenance and vendor oversight. A strong company doesn't just call the plumber when there's a leak—they manage service contracts, obtain competitive bids, inspect completed work, and follow up on recurring issues. If you find yourself asking why the same problem keeps coming back, or why it took three weeks to fix a broken gate, these are red flags. Make sure your management company is using platforms that track work orders and vendor response times, and that your CAM isn't simply reacting—but planning ahead. If you're unclear about bidding requirements, Florida's Sunshine Laws on transparency in contracts might help: https://www.myflsunshine.com/
It’s also important to evaluate how well your management company enforces your governing documents. Violations should be addressed consistently and fairly, with adequate documentation and communication. This includes everything from improper parking and unsightly patios to unauthorized architectural changes. If your board members hear more from upset homeowners than from your management company about these issues, something’s wrong. The Florida Condominium Act and HOA Act outline the rules associations must follow.
Who's The New Person?
Are you also seeing consistent turnover in your CAMs? That’s worth noting. A revolving door of managers can be disruptive and erode institutional knowledge. High turnover might indicate problems within the company that could eventually impact your community. If your assigned manager changes more than once a year, ask why.
Technology is another area where performance can vary widely. Is your company offering secure, modern portals for owners to pay assessments, review documents, or submit service requests? Are you still doing things by fax or waiting for paper reports? If your board is spending time reprinting documents or chasing down updates, you’re not getting the efficiency today’s tech can provide. The Cybersecurity & Infrastructure Security Agency has best practices your company should follow to protect your data.
We're Covered...Right?
Evaluating insurance readiness is also part of performance. Does your management company schedule regular reviews of your insurance policies, ensure flood and windstorm coverage are up to date, and help your board understand replacement cost estimates? The Florida Office of Insurance Regulation is a great resource to stay current on what's required and what changes might be coming.
Now let’s talk about the most important measure: homeowner satisfaction. Are your residents generally happy? Do they feel heard and respected? A good management company reflects well on the board. When complaints about communication, service delays, or maintenance escalate, your board takes the blame. Consider conducting an annual homeowner survey. If you’re unsure how to set this up, check out the guidance from HUD on community engagement and fair housing best practices.
Checkin It Once...
Midway through your board’s term is a great time for a performance check-in. Schedule a sit-down with your manager to review key performance indicators. Request a report of completed work orders, reviewed invoices, resolved violations, processed architectural applications, and any vendor changes in the past 6-12 months. Ask how your management company is preparing for legislative updates, like those announced on Florida Senate’s bill tracker.
If your board is preparing for a budget season, it’s even more critical to know if your management company is negotiating the best contracts, identifying cost-saving opportunities, and offering guidance on rising expenses like insurance or utilities. The Florida Public Service Commission provides helpful data on utility increases that could affect your association’s budget. If your manager isn’t proactively bringing this to your attention, they may not be delivering full value.
Don’t forget to review your contract. Are all agreed-upon services being performed? Are there hidden fees that keep showing up unexpectedly? The Florida Attorney General’s website outlines deceptive practices and your rights under consumer protection laws. If your company isn’t following through on deliverables, it’s time to revisit that agreement—and possibly your partnership.
If any of this sounds familiar and you’re wondering what other boards are experiencing, the Division of Condominiums offers complaint records and updates on licensing for management firms. It’s a great place to verify credentials and see how your provider compares.
Still unsure whether it’s time to make a change? You don’t have to do it alone. Mid-year reviews or RFPs can open doors to improved service without disrupting your community. Reach out here for a custom proposal based on your unique needs—we’re happy to help you evaluate your options.
Whether you're navigating new legislation, dealing with budget concerns, or hearing homeowner frustration, remember: the management company works for you. You’re not a bystander—you’re the board. Ask questions. Request documentation. Follow up. That’s how successful, stable communities are built.
And if you’re ready to see what a results-driven management company can do,
—because your community deserves better.
