Best Practices for Handling your HOA's Work Order Requests

Best Practices for Handling your HOA's Work Order Requests


Homeowners Associations (HOAs) have the responsibility of managing and maintaining common areas and amenities shared by the residents. This requires a good system for handling work orders, or service requests, from the homeowners. Ineffective handling of work orders can lead to delays, dissatisfaction, and ultimately affect the association's reputation. This blog post aims to provide some best practices for handling your HOA's work order requests.


1. Establish clear procedures

The first step in handling work order requests is to establish clear procedures for receiving, tracking, assigning, and completing the requests. This includes defining the types of services that are covered, the priority levels, the expected response and completion times, and the communication channels. The procedures should be communicated to all stakeholders, including the residents, the staff, and the vendors. This will ensure that everyone is on the same page and that there is accountability and transparency in the process.

2. Use a work order management system

To streamline the handling of work order requests, HOAs should consider using a work order management system. This can be a software application or a cloud-based service that automates the entire lifecycle of a work order, from creation to completion. The system should allow residents to submit requests online or through mobile devices, track the status of their requests, receive notifications and updates, and rate the quality of service. The system should also provide managers and staff with real-time visibility into the workload, the status of requests, and the performance of vendors. This will improve efficiency, accuracy, and customer satisfaction.

3. Prioritize preventive maintenance

HOAs should not wait until something is broken or damaged to take action. Preventive maintenance is the key to avoiding costly repairs and ensuring the longevity of common areas and amenities. HOAs should develop a preventive maintenance plan that outlines the tasks, schedules, and responsible parties. This can include regular inspections, cleanings, repairs, replacements, and upgrades. The plan should be reviewed and updated periodically based on feedback, performance data, and changing needs.

4. Communicate proactively

Communication is critical in the handling of work order requests. HOAs should communicate proactively with residents, staff, and vendors, to ensure that everyone is informed and engaged. This can include sending regular newsletters, emails, or text messages, that highlight the status of ongoing work, upcoming events, and important notices. HOAs should also encourage residents to provide feedback, suggestions, and complaints through surveys, forums, or town hall meetings. This will enable HOAs to identify issues early and address them promptly.

5. Monitor and improve performance

Finally, HOAs should monitor and improve the performance of their work order handling process. This can be done by using metrics such as response time, completion time, quality ratings, and costs, to evaluate the effectiveness and efficiency of the process. HOAs should also conduct regular audits, reviews, and evaluations, to identify areas for improvement and make necessary changes. By continuously improving the work order handling process, HOAs can provide better services, increase customer satisfaction, and enhance their reputation.



Effective handling of work order requests is critical for the success of HOAs. By establishing clear procedures, using a work order management system, prioritizing preventive maintenance, communicating proactively, and monitoring and improving performance, HOAs can provide excellent services to their residents, staff, and vendors. At Community Connect Systems, we provide a range of HOA service request management apps and solutions that can help streamline your work order handling process. Contact us today for more information.

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