A guide to condo and HOA management in Massachusetts: Pros, cons, and more

What is HOA management?

HOA management is professional support that helps a homeowners association handle the day-to-day work of running the community. A management company works alongside the board to keep operations organized and carry out board decisions, giving directors more time to focus on the community’s long-term needs.
 

What is condo management?

Condo management helps trustees handle the day-to-day work of running a condominium association and caring for the property. Through professional condo association management, trustees get support with ongoing operations while continuing to make the decisions that shape the community.
 

What do condo and HOA management companies do?

Common condo and HOA management services in Massachusetts include:

• Board meeting support: Preparing agendas and board packets, supporting meetings, coordinating meeting minutes, and helping directors stay organized around follow-up items.
   
• Compliance support: Helping boards keep up with governing document requirements, disclosure obligations, and changing state requirements that affect association operations.
   
• Rule enforcement: Tracking violations, communicating with homeowners, and helping the board apply community standards consistently under approved policies.
   
• Property inspections: Reviewing common areas, amenities, landscaping, and other community assets to help identify maintenance needs and operational concerns.
   
• Maintenance coordination: Managing maintenance requests, coordinating repairs, supporting preventive maintenance, and helping oversee larger capital projects.
   
• Financial management: Supporting budgets, financial reporting, assessment processing, reconciliations, accounts payable and receivable, and year-end financial reporting.
   
• Assessment collections support: Monitoring accounts, communicating with homeowners, and helping the association manage collection activity according to its policies and applicable requirements.
   
• Resident support: Providing a central point of contact for homeowner questions, service requests, account concerns, and other community needs.
   
• Condo/HOA management technology: Giving boards, managers, and residents access to digital tools that can support communication, document storage, reporting, service requests, and other routine tasks. For example, HODA® helps managers send updates, residents submit requests, and boards access the information they need to stay organized and make decisions.
   
• Reserve planning support: Helping boards stay organized around long-term financial needs and upcoming capital improvement projects so the association can plan ahead more effectively.

Pros of professional HOA community management

Professional HOA management can make it easier for boards to handle their responsibilities and support the community effectively:

• Access to expertise: Professional HOA community management gives boards support in areas such as finance, compliance, local regulations, insurance, and property maintenance. That expertise can help boards avoid costly mistakes and make more informed decisions about the community.
  
  A management partner may also provide access to specialized resources beyond the community manager. At FirstService Residential, boards can draw on support from affiliates such as FirstService Financial, FirstService Energy, and FirstService Development Advisors.
   
• Support with legal and compliance responsibilities: Massachusetts HOAs must keep up with evolving state requirements, governing documents, and other obligations. A professional management company can help boards stay organized around these responsibilities and work with qualified legal counsel when specialized guidance is needed.
   
• Consistent rules and conflict support: A management company can help enforce community rules and regulations consistently, document concerns, and support the board in addressing and resolving conflicts before they escalate.

Potential cons of professional HOA management

Choosing the wrong management partner can come with trade-offs that boards should understand:

• Management fees: Professional management adds to the HOA budget, but experienced support with budgeting, vendor oversight, and financial planning can help reduce avoidable costs and identify savings over time. Self-managed HOAs often end up paying more in the long run.
   
• Less direct involvement in daily tasks: Boards may give up some hands-on involvement, but they still retain decision-making authority while management professionals help handle complex responsibilities and keep operations moving.
   
• The quality of the management partner matters: Not every management company provides the same level of service, resources, or expertise. Boards should carefully evaluate the company’s experience, communication practices, technology, financial controls, and support systems before making a decision.

10 questions to ask when choosing a condo or HOA management company

How do you determine which association management company will provide you with the best service? Here are 10 questions that you should ask when consulting with condo or HOA management companies to help you make the important decision.

1. How long have you been managing communities?

   HOA management companies may come and go, and this can leave you and your board in a bind. Finding a company that has been in the business for some time is an excellent way to confirm that your association management company is here to stay. Not to mention having a professional association management company with decades of expertise could prove very helpful if your community needs legal, accounting, emergency response, and maintenance expertise.
   
   The biggest benefit by far is that a company with longevity has most likely encountered and solved any issue or problem your community has; there’s nothing they haven’t seen before.
    

2. How many communities do you manage?

   There is no right or wrong answer, but a lower ratio of communities to manager often means that your manager will have more time for you and your needs, and will be able to provide the best service.
   
   Sometimes, residents equate company size with more dedicated service. While you may think you would be better served by a small, family-run business, this isn’t always the case. Small companies may be stretched thin, with one manager across many communities, often with no backup support should the manager become ill or need to take time off.
   
   Typically, the larger companies have a greater depth of experience and resources, which allow them to deliver better service to your community.
    

3. Will I have easy access to the management team?

   Being able to get in touch with someone who can handle problems quickly and make decisions is essential. The right association management company should be able to provide you with various methods of contact.
   
   Look for companies that have invested in association management software, which allows for direct communication with the management team, and can be quicker and more efficient than more antiquated forms of communication.
    

4. Do you have references?

   The best association management companies will be able to easily provide customer references, reviews, and testimonials. Pay special attention to the reviews of services that are most important to you, or from communities similar to yours.
    

5. What are the terms of the contract?

   A full-service association management contract is usually anywhere from one to two years long — and your management company may have penalties or fees associated with ending your contract early. If this is true, you'll want to learn about it immediately. On the flip side, there may be added benefits to renewing a contract year after year.
    

6. What services are included?

   An organization may call itself a full-service condo or HOA management company. However, this can mean very different things within the industry. Will the company help with strategic planning, arranging preventive maintenance, and fund collection? Obtain a list of what services are included before you sign a contract.
   
   Also, ask if the price you are quoted is all-inclusive, or if there are any additional fees.
   
   Learn more in our guide to average property management fees in Massachusetts.
    

7. How will a manager be selected for my community?

   All HOAs, whether condos, high-rises, or large communities are different. In order to provide the best service, association management companies should have a detailed process to find the right manager to fit the needs of your community.
   
   For example, if many of your community’s residents speak a foreign language, the right association management company will be able to staff your community with a manager who is fluent in that language and can communicate with and understand the needs of your residents.
    

8. What qualifications do your property managers have?

   When it comes to the day-to-day business of managing your community, you'll want to check that the managers who will be working with you have the right training and qualifications to deal with the situations that inevitably arise.
   
   Look for companies that offer experienced management teams with bench depth, and that provide associate education programs and board member training.
   
   And, as the laws and regulations are constantly changing, check that your community manager is up to date, as evidenced by professional memberships and training.
    

9. How do you handle maintenance issues when they arise?

   A condo or HOA management company will have procedures in place that clearly define how they'll respond to maintenance and any other emergency issues that may arise — because as we all know, these issues always happen when we least expect them.
   
   Find out if an association management company has their own maintenance crew and if they work with preferred vendors. Will they get multiple quotes, negotiate the best price, and pay bills on your behalf? The right association management company for you will be invested in saving your community money and provide you with cost-effective maintenance solutions.
    

10. How often will you communicate with me?

    Look for a company that sets up a regular schedule of communication, such as monthly reports and statements. Attending regular board meetings is an essential part of providing the best service and managing a community well.
    
    Additionally, the best association management companies should be accessible 24/7 and able to answer routine questions quickly. Look for HOA management companies with a 24-hour customer care center, which provides answers to residents’ questions, while freeing up the manager to manage the community.

About FirstService Residential

As North America’s leading property management company, FirstService Residential supports Massachusetts board members and building owners with local expertise backed by national resources. Our teams help with meetings, recordkeeping, financial management, resident communication, and 24/7 customer care. This way, boards and owners can focus on long-term goals instead of day-to-day administration.

Contact a member of our team today to learn more about how we can serve your community.

This information is provided for general informational purposes only and is not intended to constitute, and should not be relied upon as, legal, regulatory, financial, or operational advice, or as a representation or guarantee of any specific services, capabilities, or outcomes. Property management needs, regulatory requirements, market conditions, and available services vary by jurisdiction, property type, and community. FirstService Residential provides services through locally based affiliates and associates, and services and results may vary by community, region, contractual terms, and applicable law.