Managing Challenging Residents: A Condo Board Handbook

As a condo board member, you find yourself juggling multiple responsibilities in the vital interests of the larger community. More often than not, you have to step up in the role of a mediator in the face of conflict, whether the complaint is related to noise, unpaid assessments, or repetitive rule violations.

If handled improperly, these issues can snowball quickly and throw you into a dilemma. However, with a clear process in place and the right support, boards can be well-positioned to tackle such residents with tact and professionalism to maintain harmony among residents.

Record all Interactions

The primary rule of resolving conflict is to keep everything in writing, whether it's a complaint by a resident, a warning letter you issued, or notes of your meetings. Documented communication can protect your board from unwarranted claims and ensure consistency in managing conflicts.

Digital tools like Connected Management’s Owners Forum aim to facilitate transparent, trackable communication between all stakeholders, including board members, residents, and management. This prevents misunderstandings from the outset and sets out a clear timeline of events to guide necessary action. 

2. Apply Rules Consistently

Boards should strive to ensure that building rules and bylaws are enforced fairly and uniformly, no matter who the resident is. Selective application of rules can expose you to charges of favoritism or discrimination from the disgruntled party, which comes with legal implications.

If your association works through an updated rulebook, make sure to refer to it in all your communication, such as specifying which rule has been broken and its attendant consequences.

For guidance on how to set easy-to-understand policies, see CAI’s sample rule enforcement guidelines.

3. Promote clear, composed dialogue

It’s only natural for emotions to run high during conflicts, which is why clarity and professionalism are all the more important. Avoid using provocative language and stick to plain facts, with de-escalation being your ultimate goal. de-escalate wherever possible. Maintain written communication as the conflict unfolds, like warnings or follow-ups.

4. Recognize When to Escalate

If a resident refuses to comply even after repeated actions, legal counsel is the best course of action. You may also bring into effect any formal actions in light of the association’s governing documents.

Since most boards comprise volunteers, conflict resolution is not their forte, which is why seeking external support is only reasonable.

5. Leverage Your Management Partner Effectively

An experienced management company like Connected Management serves as a neutral force or buffer between residents and the board. We work to ensure that rules are consistently enforced, manage challenging discussions with diplomacy, and thus reduce tension between residents and the board.

We empower boards to confidently navigate and resolve conflict situations by leveraging digital communication tools, sustained guidance, and transparent documentation.

Final Thoughts

Conflict is inevitable, but living in chaos is not. By adopting clear processes, strong communication, and uniform enforcement, your board can be well-equipped to resolve resident issues with success.

Looking for support to address a challenging resident situation? Explore how Connected Management helps boards enforce rules with clarity and care.