Best Practices for Handling your HOA's Work Order Requests

Accounting, overseeing day-to-day operations, and setting agendas are only just a few of the responsibilities that come with running a homeowners’ association (HOA). In addition to these priorities, HOAs must also manage their residents' work order requests to ensure the community is well-maintained.

Although handling work orders may seem time-consuming, they’re considered an advantage to the HOA. How so? Because HOAs often perform maintenance checks on their own, having someone point out an issue before it gets worse can boost efficiency and control costs. Read on to learn more about HOA work order requests and how to streamline the HOA work order process.

What’s an HOA Work Order?

A work order request is a formal notification that a maintenance, repair, or improvement task needs to be completed. It typically consists of the resident’s initial proposal, details about the incident, and additional information that a servicer may need to resolve the issue.

The HOA determines under what circumstances it’s appropriate to submit a claim. While requests vary by neighborhood, common ones include fixing broken windows, replacing water filters, or addressing other issues related to the resident’s home or the community. Your governing documents should outline which work order requests are permitted and how they should be completed.  

How to Streamline the HOA Work Order Process

A seamless work order process is vital to the success of any HOA. Here’s how to establish a hassle-free process and other tips to help your community thrive:  

1. Create a comprehensive work order form

A work order is only as good as the information you request. To gain full context and set expectations, HOAs must provide work order forms that are straightforward and thorough. Whether physical or digital, residents may be asked to include:

• A detailed description of the issue
• The exact location, date, and time it occurred
• The severity or urgency of the problem
• Supporting photos and videos
• Follow-up contact information

Additionally, all residents must know where to find forms and how to submit them. Boards should clearly communicate documents and procedures to promote trust, minimize misunderstandings, and mitigate issues.

2. Communicate proactively

Due to the often sensitive and urgent nature of work orders, timely and concise communication is key. Boards and management teams are responsible for processing all requests promptly, providing consistent updates, and sharing timelines. The workflow should begin immediately after a request is processed, and the following information should be communicated:

• Who the job is being done for
• The job location
• Who authorized the work order
• An order number
• The job assignee’s name
• Date of board approval and issuance
• Expected start and end dates
• Terms of service
• A detailed job description
• Materials used
• Material costs and hourly labor rate

3. Prepare a list of preferred vendors or maintenance staff

Having a vetted list of contractors and on-site maintenance staff is integral to fast-tracking work order requests. To ensure requests are up to par, keep handy a list of contacts who are ready to be deployed. This way, the HOA can quickly complete requests and address issues without calling multiple contractors.

4. Conduct regular maintenance checks and property inspections

Property managers or board members must keep a close eye on the state of the community. Conducting regular and proactive inspections can lead to greater resident satisfaction, fewer work orders, and greater peace of mind. The industry standard is to inspect communities for repairs weekly or biweekly. However, some inspections may need to be conducted more frequently, especially if an older building requires extra maintenance.

5. Gather and implement feedback

After the work order is finished, invite residents to submit positive and negative feedback. Understanding the tenant experience can help the HOA make adjustments that benefit everyone. Feedback best practices include:

• Follow up with the resident within three days of project completion
• Invite suggestions to improve the submission process
• Offer a follow-up phone call, if needed

6. Leverage software

Many HOAs are embracing technology to modernize and simplify work orders. Dedicated management software like TownSq boasts features that make submitting and tracking work order requests effortless. With the TownSq Requests feature, residents can submit maintenance request forms directly through the application. Plus, community administrators can:  

• Sort requests by status: pending, processed, completed, or closed
• Customize and update requests as needed
• Assign requests to the appropriate team member
• Track forms and monitor progress
• Receive instant notifications

Take the Friction Out of Service Management with TownSq

An organized work order process leads to smoother operations, higher property values, and unparalleled community harmony. Ready for rapid and simple service requests? TownSq makes it easy for HOAs to manage all incoming requests so nothing is overlooked. Request your complimentary demo to learn more today!