At Key Community Management, making a difference involves providing high quality association management to communities which includes are relentless pursuit of customer service. Providing better service starts with providing better information through enhanced marketing material, the addition of quality staff members, upgrading our systems and increasing the size of our corporate office.

We know board members would like to see the difference between management cultures before considering interviewing a new management company. Our comparison below is facts based, and I believe you will feel confident after reviewing our processes for success vs. your current service provider, that we have met your expectation for a meeting.

The first set of facts I would like to provide is a step by step comparison of two different corporate cultures:

Current Management company

  • Staff multiple departments
  • Communities subsidize multiply offices
  • They use a department based approach
  • They subcontract site inspections
  • Emergency calls go to a call center
  • All legal concerns are attorney directed
  • No oversight on invoice payment
  • Invoices have limited storage
  • Management company owns website
  • Managers service 15-20 communities
  • Questions are directed to voice mail
  • Payment history controlled by accounting
  • Limited board training, if any

Key Community Management

  • We staff four manager focused departments
  • We have one main office
  • Our property manager is your main contact
  • Our mangers are in full control of violations
  • We staff our 24 hr. emergency line
  • We staff a legal resources department
  • Treasurer reviews/approves all invoices
  • We store invoices for 7 years in cloud
  • We provide a community owned site
  • Our mangers service 8-10
  • Questions are answered by front desk
  • Manager responsibility with less errors
  • Annual board training at no charge

These are important comparisons because these decisions directly affect owners’ desire for information, owner balance oversight and cost control. We have also found that reviews on social media are an indicator of the management company’s ability to satisfy the simple questions, follow up on projects and requests of the owners.

This section provides more detail on some of the specific staff and processes that support our transparent approach in financial management, covenant clarification, bill paying accountability, etc.  These processes facilitate our high retention rate, positive community feedback and quality service while reducing administrative costs.

Legal Resources Department: Diana Kennedy is Director of the Legal Resources Department, which includes manager training regarding HOA legal matters, assisting with legal and collection issues and serving as the liaison with local law firms. She also offers training for board members on the many aspects of HOA governing documents, state statutes and corporate responsibility. Diana reviews legal inquires with board members to advise them on a resolution or to recommend that an attorney would be needed. This saves time and money for the community.

Administrative Services Manager: Customer service is our number one priority. We want questions or concerns to be resolved quickly and accurately.  Our Administrative Services Department is the first point of contact and can provide accurate answers or direction, without the caller being directed to departments.

Payables Lockbox: This is a web-based invoice processing system which allows board members to review and approve invoices before payment is made and view checks after payment. Historical invoices are stored electronically for seven years.

Violation Resolution: Owner communication is a priority. If a violation of the CCRs takes place, we assist owners by including a resolution guideline with our violation letters that provides feedback on how to resolve the issue. This process speeds up resolution and reduces administrative costs. Our goal is to reduce letter writing, address violations with a hearing and resolve issues quickly to the satisfaction of the CCR’s and the owner.

Accounting: Our accounting department can handle all accounting questions quickly and accurately for managers if board members need past transaction information or clarification. They work diligently to add account posting items that provide transparent financial reporting while eliminating vague posting accounts such as “miscellaneous expenses” or combining printing with postage. All posting items are clearly defined and can be accounted for in a separate report.