Positivity: The Importance of Connecting with New Owners Tiana Kleinhoff
So, you get the demand letter from the closing agent/title company, you fill everything out and send it back. You wait. In some instances, you wait, you wait, and you wait. Eventually you receive a check for assessments and/or transfer fees. You update your records with the minimal information they provide to you on the new homeowner, and you’re done, right? No! We all know that the new homeowner gets information about the homeowner/condo association in most closings. That is the opposite of understanding what it means to live in an association. Also, if you have ever purchased a home you know there is an overabundance of paperwork during, and at closing for said purchase. The closing agent does the best job they can with explaining everything, but it is often too much information presented at once to a new homeowner who is already overwhelmed with the home buying experience.
Is it really that surprising when the new homeowner starts ripping up the lawn to install that amazing in ground pool or water feature they have always dreamed about?! As a manager or board it is your job to educate your new homeowner. That doesn’t mean run over there and start yelling or telling them how horrible they are. Don’t start spouting CC&R lingo. Let’s talk about some options.
In a perfect world, they know they live in an association, they have already read all applicable governing documents and understand their responsibilities. We don’t live in a perfect world. So, how do we let this homeowner know what his/her responsibilities are before they start ripping up the lawn? Positive lines of communication. If you are lucky enough to have an active association community, you should already have clear indications of that fact. Your monument sign should be clean, clear, and well kept, showing that you care about your community. Your message board(s) are located where they will be seen and have relevant information on them reflecting
16 Community Associations Journal | January/February 2017
what your association is currently doing and how to get involved. These natural signs of an association will give a clear indication that not only is there an association, but that they are actively involved in the community and that there are enforcement policies. If you are even luckier, you have a welcome committee!! This group of people is tasked with the amazing privilege of doing a meet and greet with new homeowners and giving them the warmest welcome humanly possible to their amazing new community, maybe even providing some yummy snacks! Wow, now we have a new homeowner who may even be willing to join a committee!
Now, we don’t all have active associations, and the above items may not be enough for all new homeowners to understand that they have obligations in their new community. One of the easiest ways to let them know is a new homeowner binder. This binder cost can be included in your transfer fee; it’s not expensive and doesn’t have to be a financial burden. This is your new homeowner’s first glance at your Community and the direction it is heading, therefore it needs to be full of positive energy. If it’s just an indexed copy of your association documents telling them what they cannot do, that’s not very inviting. This should be a happy, welcoming packet of information. The first thing they should see, should say WELCOME TO THE NEIGHBORHOOD!, or something to that effect. The binders we provide to new homeowners have a welcome page inside the plastic on the front cover, to ensure it’s the first thing they see. This welcome page tells them who is the managing agent, how to contact them and exudes the association’s excitement to have them here.
It is important to make absolutely sure that this new homeowner understands the association’s intent, which is to be positive. Community associations aren’t meant to nag, their purpose is to
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