Efficient HOA work order management is essential to any community. It ensures that board members can track and handle maintenance requests promptly and effectively. With a good system, the HOA can prevent minor issues from worsening and promptly address problems.
What is an HOA Work Order?
A work order is a formal request for maintenance or repair within an HOA community. It consists of details about the issue, including the location, estimated cost, required materials, and description.
The person responsible for handling work orders then assigns it to a vendor or technician. Typically, the HOA board is in charge of work order management. A professionally managed community will have an HOA manager or maintenance team responsible.
Work Order vs Service Request
It is essential to differentiate between service requests, work orders, and purchase orders. While some may use these terms interchangeably, they do have distinct qualities.
- Service Request. This is a resident’s initial report of a problem, such as a leaking pipe or broken window.
- Work Order. A work order is an approved service request. It includes all the necessary details for completing the job.
- Purchase Order. This is used to buy materials or hire external contractors for the job.
Board members should understand how these three differ from one another. In doing so, they can streamline the maintenance process, minimize confusion, and ensure that tasks are delegated to the right people.
Common Triggers for HOA or Condo Association Work Orders
Typically, when a maintenance need arises within the community, it triggers a work order. Maintenance needs fall into three categories: planned maintenance, unplanned maintenance, and resident requests.
- Planned Maintenance includes routine inspections, landscaping, and regular system checks. These tasks are usually scheduled in advance and help prevent costly repairs.
- Unplanned Maintenance involves emergency repairs, such as plumbing leaks, power outages, or structural damage. These issues require immediate attention to avoid further damage, so it is important to prioritize these work orders to ensure safety.
- Resident Requests are issues reported by homeowners. They can range from broken light fixtures to damaged sidewalks. Board members must evaluate these requests to determine whether they need urgent attention.
Best Practices for Streamlining HOA Work Orders
Some HOA boards find managing and addressing work orders challenging. Without a system in place, documents can get lost in the shuffle, and processes can overlap. Here are strategies HOA boards can adopt to ensure efficient and effective work order management.
1. Implement a Clear and Simple Request Process
Board members must first establish clear guidelines and define what qualifies as a work order. Residents should know the difference between routine maintenance, improvements, and emergency repairs. This helps prevent residents from making unnecessary requests so that the board can focus on urgent issues.
It is also important to have a standardized request form that residents can fill out. This form should ask for all pertinent details, including the description of the issue, the location, and date of occurrence, and more. If possible, residents can also attach photos and videos.
After submitting the request, the board or manager should acknowledge receipt. It also helps to give out an estimated response time based on the workload. This keeps residents informed and helps build trust.
2. Standardize Work Order Documentation
Standardized documentation is crucial for efficient work order management. Each work order should include specific details to avoid confusion and delays. These details include:
- Who the request is for
- The location of the job
- Description of the issue
- Materials needed
- Assigned vendor or technician
- Estimated start and completion dates
- Cost estimate
- Approval status
It is a good idea to take advantage of digital tools to document the work order. This allows boards and managers to update, share, and store work orders remotely. It also reduces the amount of paperwork.
3. Use HOA Management Software for Tracking Requests
Board members should make use of management software to track HOA work order requests. Many programs offer efficient work order management modules that simplify the process. These programs allow board members to receive, monitor, organize, and prioritize orders digitally. Homeowners can also submit work orders online.
Additionally, board members can forward the requests to vendors with just a few clicks. This saves time for everyone and helps provide real-time updates. Homeowners can also track the progress of their requests through the system.
Most HOA management companies utilize management software that comes with work order management. Board members should weigh their options and determine whether hiring an HOA management company is the best course of action.
4. Maintain a Vetted List of Contractors and Vendors
It is essential to have a vetted list of reliable contractors and vendors. This helps streamline the process greatly, as board members immediately know who to call when problems arise. Board members can respond to requests quickly because they don’t have to look for a new vendor every time there is a request.
As with management software, HOA management companies also have a network of vetted contractors and vendors. An HOA can access this network by hiring the HOA management company.
5. Ensure Transparent Communication
Transparent communication is essential for effective work order management. Board members should keep residents informed about the status of their requests. This includes confirming receipt of the request, providing estimated timelines, and notifying them of any delays.
It is not just with homeowners that board members should communicate with. The HOA board should also keep an open line of communication with vendors. Make sure requests are detailed. Board members should also seek regular updates to know the job status.
6. Conduct Regular Maintenance Inspections
Regular inspections help identify potential issues before they worsen. Board members should perform routine checks to ensure all community amenities are in good condition. This allows the board to schedule preventive maintenance, which can reduce the risk of costly emergency repairs.
It is best to conduct inspections monthly or quarterly, depending on the size and age of the assets. Board members should also keep a record of all inspections. If anything requires attention, board members can create work orders for necessary repairs.
7. Close Work Orders Properly
Once the work order has been completed, it is essential to close it correctly. This involves confirming that the job has been done to the satisfaction of the HOA or homeowner. Board members should inspect the work before marking the request as complete. Sometimes, this will involve asking the resident for verification.
The work order should document all final details accordingly. This includes jotting down the final costs and any notes from the technician. Proper documentation helps ensure transparency. Moreover, it can be valuable for future budgets and audits.
The Value of an Efficient HOA Work Order System
An efficient work order system benefits both the HOA and its residents. It can reduce long-term maintenance costs by addressing minor issues before they worsen. When board members respond to requests in a timely manner, it can also improve resident satisfaction.
In addition, an organized system can significantly help in financial planning. Using historical data, board members can track maintenance expenses accurately and budget for future needs. They can also identify any recurring issues that may need more attention.
Of course, board members often lack the time or resources to manage HOA work orders. Associations may be better off hiring an HOA management company to handle everything.
HOA Work Order Template
To make things easier, here is a free HOA work order template.
Download HOA Work Order Template Here
Building Towards a Better Community
A well-maintained community is a happy community. By streamlining HOA work order management, associations can achieve this goal and create a positive living environment for all residents.
Hillcrest offers HOA management services to communities in Chicago. Call us today at 630-627-3303 or contact us online to request a proposal!
