SOP – Community Care

213: New Accounts/Terminating Accounts

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  1. Occasionally an HOA Board may choose to seek management services elsewhere. When an account leaves, it is called a “terminated account”. Other times, an HOA will leave their management company and select Action to provide management services. They are a “new account.” It is important to keep track of all accounts as they come and go. Usually you will receive an email announcement about an account that will be terminated or of a new account that will be starting with Action soon.
    1. Upcoming accounts will be listed as “Future” on SnapHOA Management.
    2. Please note that at Action Property Management, we do not want to say anything critical or negative about an HOA Board that decides to seek management elsewhere, nor should we disparage another management company.
  2. The property address must be searched on every call. DO NOT TELL A CALLER THAT WE DO NOT MANAGE A PROPERTY (EVEN IF THE ADDRESS IS NOT IN SnapHOA Management) UNTIL YOU HAVE DONE THE FOLLOWING:
    1. If address is not in SnapHOA Management, ask for the name of the HOA.
      1. Check Term Acct. List (Community Care Tab in SnapHOA Management “Links”)
      2. Check SnapHOA Management: try searching by name or portion of the name of the HOA. Sometimes a caller will say they are calling about “American Heights”, but they really mean “Amerige Height”.
      3. ** (Ask if this is a new home that was just built (may not be a new account or terminated account – just that the developer has not informed us yet that the property was sold).
      4. If they still insist that they are managed by Action, ask a Lead for help.
  1. NEW ACCOUNTS
    1. Welcome Letter: New accounts will have a Welcome Letter sent to the homeowners to introduce Action and inform them of some important services. The Welcome Letter will be on Community Care Tab in SnapHOA Management “Accounting” for your reference. Often times a homeowner will not know that their HOA has chosen a new management company until they receive the Welcome Letter. Other homeowners will see the letter and assume it is junk mail and throw it away. You can read the letter and even send a copy to a homeowner if they need a copy.
      1. Notice the dates for making credit card payments or setting up Revo on the Resident portal.
      2. Understand that there can sometimes be delays on Revo credit card payments and e-check payments due to unforeseen circumstances. (Check the Community Care tab in the SnapHOA Management for additional announcements if there has been a delay.

  1. TERMINATED ACCOUNTS
    1. Term Accounts list
      1. The Terminated Accounts List gives the name of each HOA that Action no longer manages. You can use this list to provide callers the management company name and phone number that took over management at the time. Go to the “Links” on community care Tab in the SnapHOA Management to access the Terminated Accounts List.
    2. After an account is terminated all we do is provide new management #. After the new mgmt. co has picked up all of the records from us, all future requests from new management go directly to Marianne.
    3. Homeowners from terminated accounts may call Action for months after their HOA transferred to new management to inquire about their account. Provide them with the new management company’s phone #. They may say their new management instructed them to call Action , that Action took their money/cashed payment but didn’t forward it to new mgmt company. They may demand to speak to the accounting department. In all of these cases, advice them that all account records have been moved to new management and ask them to send proof of payment to new management so they can research; offer to warm transfer to new management.