It takes a family of service providers to support a large residential community. Problems with on-site janitorial or concierge staff may prompt HOA boards to change management companies. Use this information to ensure a property management firm is a good fit for your HOA’s vendor needs.
The janitorial and concierge vendors your property management firm uses are critical to maintaining a clean and safe living environment. Owners dissatisfied with the quality of these services should make their concerns known and discuss how the manager plans to address the concerns.
80% of HOAs raised regular assessments in 2025.
Top reasons included rising vendor labor costs.Source: Community Community Associations Institute, Neighborhood Community Management
If the issues are inherent to the vendor (it’s simply how they perform the work) and the management company is unable or unwilling to change vendors (the firm is locked into a long-term agreement, or the management fee reflects a multi-property vendor contract), the HOA may consider changing management companies. Before taking that step, establish expected measurable performance standards and prepare a list of questions for interviewing new firms to ensure you’re making an informed decision.
Understand How Services May Change
Review your management agreement to determine whether vendor services fall under the property management company’s umbrella or are outsourced. Firms with in-house janitorial and maintenance services or lobby attendants typically offer financial savings and convenience, and should be able to resolve issues of concern. If the vendors serving your building are third-party providers, you may or may not have the option to retain a vendor on a selective basis.
Establish Measurable Performance Standards
Before engaging other management firms in a conversation about their approach to vendor management, put your service expectations in writing. Create separate lists for each service category. Janitorial service expectations might include:
- Cleaning frequency for public areas
- Trash removal schedules
- Response time for reported spills
For concierge services:
- Visitor management procedures
- Incident reporting requirements
- Emergency response procedures
- Uniform standards
While you don’t need to be an expert in these areas (that’s the vendor’s role), focus your expectations on the issues that caused your dissatisfaction and drove the decision to make changes.
Discussion Points With Ask Perspective Management Companies
Come to the meeting with prospective property management companies with a list of discussion points related to vendor management. Explore your options for janitorial and concierge staff (in-house or outsourced). General topics related to making a change include:
- Vendor notifications of changes
- Training and knowledge transfer procedures
- Scheduling
- Security review and access updates (code/lock changes)
- After-hours/emergency contacts and procedures
Signs of a Strong Vendor Management
A high-performing HOA management company takes the burden of day-to-day operations off your plate—including vendor management. Look for a property management firm that:
- Offers in-house vendor support or works with a known group of providers
- Views itself as a contract manager, not just an administrator
- Conducts regular inspections and documents findings
- Uses measurable performance standards
- Communicates proactively with the board and vendors
- Holds third-party vendors accountable through documented follow-up
- Maintains competitive procurement practices while preserving continuity when vendors are performing well
Considering changing property managers? At GNP Realty, our experienced team is well-prepared to manage the big transition tasks (accounting, vendors, staffing and owner communications), and we also know the importance of managing the small details!
Ready to start the conversation? Contact us!
This article is the second in a five-part series on best practices for HOAs considering changing property management companies based on a specific area of concern. Read part I on financial red flags and watch for upcoming posts on maintenance response times, property portals for owners and communications.
