Kuester Management Group Advises on Handling HOA Complaints More Effectively

Kuester Management Group sheds light on ways to deal with complaints and disagreements in the HOA.

It is impossible to please everyone all the time. There will always be homeowners who are agreeable to the rules and regulations of the HOA, and those who push back. The goal is to keep the best interests of the community as a whole in mind, which makes widespread participation in HOA meetings even more essential. Kuester Management Group has released a statement to the press regarding approaches to keeping the peace while dealing with challenging situations.

“Homeowners aren’t usually complaining just to be difficult,” says Bryan Kuester, President of Kuester Management Group. “Typically the issue is one that they are passionate about and they may not understand why the HOA has made the decisions that it has. It is imperative that the Board be able to explain why certain rules and regulations are in place, and how they benefit homeowners and the community.”

One of the most important things the HOA can do is listen, says Kuester. Let the homeowner express their concern so that the board understands where they are coming from. Ask for further clarification if something is unclear or could be misinterpreted. Validating their concerns and responding to complaints in a timely manner – even if just to say it is something that will be looked into further – can make them feel more valued and respected. Be vigilant about following up and following through with agreed upon actions as well.

Have a system in place for managing concerns. Homeowners should put their thoughts down in writing and submit them to the board for review. Make sure someone is in charge of checking email or a submission box or whatever the process is to ensure nothing is overlooked. Then gather all necessary information to make an informed and ethical decision.

Lack of communication and misunderstanding are common contributors to issues in the HOA. Make it a point to highlight one or two important rules in each issue of the newsletter and explain the purpose behind these rules. Regularly review HOA documents to ensure regulations are not outdated and are still relevant. If there is valid concern, consider amending the rules.

If there are homeowners who are very vocal or passionate, encourage them to become more involved by running for a seat on the board or joining a committee. This way they can be more active in the decision-making process and have their voice and ideas heard in a new way. Many people have good intentions but aren’t sure of how to best express them. Everyone wants to make the HOA community a better place for all to live.

Hiring a property manager can provide HOAs with more support and insight in handling difficult situations, encouraging homeowner involvement, reviewing and updating rules and regulations, and much more. For more information, contact Kuester today.


Kuester Management Group, a division of Kuester Companies, works to protect property values and enhance the quality of life in each of its managed communities. Providing a full range of association management services, Kuester Management Group has worked to foster strong, resilient, and unified communities across North and South Carolina. The company is proud to offer on-site property managers, all zealous for building strong communities meant to stand the test of time. More information is available at www.kuester.com or @KuesterCompany.

Media Contact
Company Name: Kuester Management Group
Contact Person: Bryan Kuester
Email: bryan@kuester.com
Phone: 704-973-9019
Country: United States
Website: www.kuester.com