The HOA must take meaningful action to ensure that all contractors are held accountable for the services they are contracted to provide.

Community Management (CM) is responsible for managing the community’s contracts and overseeing its contractors. However, an important question remains: Who holds CM accountable? More importantly, who ensures that CM is effectively holding contractors accountable?

Without a clear chain of accountability and consistent contract enforcement, community funds can continue to be spent without residents receiving the services they are paying for. This appears to be an increasingly concerning issue across multiple BCC contracts and contractors.

For example, some time ago, Comcast stopped providing antivirus software, resulting in an additional cost of approximately $100 per year for residents. Yet, it appears that no effective action was taken to address the loss of that contracted benefit or ensure that residents received appropriate value for their payments.

CM and the HOA should establish a comprehensive contract-management process that ensures every community contract is:

  • Properly written, with clear service requirements, performance standards, deliverables, and remedies for non-performance.
  • Properly executed, with all parties fulfilling their contractual obligations.
  • Properly enforced, including consequences for missed, delayed, or incomplete services.
  • Properly monitored and verified, with documented confirmation that contracted services were actually delivered.
  • Regularly reviewed, to ensure the community continues to receive the value for which residents are paying.

Accountability must apply at every level. Contractors must be accountable to CM, and CM must be accountable to the HOA and the residents.

Community funds should not continue to flow simply because a contract exists. Payment should be tied to verified performance and delivery of the contracted services.

The goal is straightforward: Every dollar collected from residents should produce the service, value, and outcome that residents were promised.