and long-term value are top priorities. Few people understand this landscape better than Kristie Rose-Zapp, president of large-scale master-planned communities at FirstService Residential Texas. With more than 20 years in the industry, including 14 with FirstService, Kristie has worked coast to coast, from New York to California and now deeply rooted in Texas since 2022. Her role gives her a panoramic view of what residents want, what boards need, and where the master-planned sector is headed.
“I've lived in some of the most culturally rich places in the country. Texas brings that same sense of culture and connection, but with the added benefit of space and community. It’s the trifecta.”
- Kristie Rose-Zapp, President of large-scale master-planned communities at FirstService Residential Texas
Master-planned communities thrive in Texas’ fastest growing regions
Kristie oversees some of Texas’ most dynamic master-planned communities, including Wolf Ranch, The Colony and Sunfield in the Austin area, Ladera Ranch in San Antonio, Campo Del Sol in El Paso, Pomona in Houston, and Pecan Square and Harvest in Dallas. These communities reflect the state’s shifting demographic map and indicate how today’s Texans want to live.
Texas continues to experience extraordinary population growth, driven largely by domestic and international migration. According to the Texas Demographic Center, the state’s population is projected to rise from 31.2 million in 2024 to 42.6 million by 2060, with suburban and exurban counties experiencing the fastest growth. This trend is especially visible around the Dallas–Fort Worth, Houston, Austin and San Antonio metros. As reported by the Texas Real Estate Research Center, the state issued 781,020 new single single-family permits between 2020 and 2024, a 40.9% increase over the prior five-year period, underscoring the scale of development required to keep up with demand.
In particular, Dallas–Fort Worth added approximately 152,000 new residents in the last year, making it the fastest growing metro in the nation. Families are drawn to the area’s affordability, job growth, and abundance of new housing options in suburban corridors known for strong schools and accessible amenities. Austin, meanwhile, added just over 50,000 new residents over the same period, ranking seventh nationally in numeric growth. Its expansion is more driven by educated professionals seeking a niche lifestyle compared to DFW’s broad appeal.
“Families are moving away from dense city centers and into communities that offer robust lifestyle programming and social connection,”Kristie explains.
“People want to feel proud of where they live and to build real connections with their neighbors.”
Her perspective mirrors what CAI research continues to validate: planned communities consistently deliver higher home values and stronger resident satisfaction. Furthermore, homes in these communities are generally valued at least 4% higher than comparable non-HOA homes.
How FirstService sets itself apart in a competitive Texas market
With Texas ranked among the top three states for HOA growth nationally, the need for professional management services has surged. But Kristie is quick to clarify that in the world of large-scale master-planned communities, success requires a specific skillset. These communities are complex ecosystems with significant operational, financial, and service demands. What truly matters is whether a management partner has the capabilities and depth of resources needed to support them.
“Large-scale communities need a partner with real operational strength,”Kristie explains.
“They require advanced financial tools, strong vendor partnerships, and the experience to navigate challenges smaller associations may never face. What sets us apart is the blend of local expertise and national backing. Our purchasing power, technology platforms, and vetted vendor network deliver measurable value—while our service-first mindset ensures every community still gets personalized support. That balance of scale, capability, and human connection is what builds trust and elevates the communities we manage.”
Local expertise backed by national strength
FirstService operates locally, with teams embedded throughout Texas markets, but benefits from being part of North America’s largest HOA management company that manages over 9,000 communities across the U.S. and Canada. This scale gives Texas boards access to proven operational standards, risk management resources, and best practices that newer or smaller firms simply cannot provide.
Unmatched purchasing power and vendor relationships
Because FirstService manages thousands of communities nationwide, clients benefit from:
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Aggregated vendor relationships that leverage economies of scale for maintenance, landscaping, insurance, technology, and amenity services.
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Vendor credentialing and compliance systems that ensure only vetted, insured, financially stable vendors serve communities. The VIVE vendor verification program screens background checks, licensing, insurance and financial stability, offering a safer and more reliable vendor pool for associations.
This structured vendor ecosystem helps communities save money, reduce risk, and ensure consistent service quality.
Financial strength and specialized programs through FirstService Financial, Inc. (FFI)
A key differentiator in Texas is FFI, a specialized subsidiary that works exclusively with FirstService–managed communities, that provides financial and insurance solutions tailored to association needs. Through FS Insurance Brokers, communities gain access to specialized guidance and programs across property, liability, cyber, D&O, workers’ compensation, earthquake, and flood insurance.
FFI’s scale, including 30+ broker partners, strong 25% loss ratios, and 5–10% long-term premium savings, helps communities secure competitive coverage and pricing. In addition, FFI offers cash management tools that optimize reserve yields and secure funds, along with lending solutions that streamline capital project financing through national lender partnerships.
Most services come at no added cost, giving Texas boards access to robust financial tools and insurance advantages other companies cannot replicate.
Consistent service and lifestyle expertise
Beyond financial strength and resources, Kristie highlights the importance of community connection.
“We feel connected to every community we manage because those are our homes—our neighborhoods—too. That connection drives us to deliver the highest standard of care.”
This sense of connection shows up in:
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Leadership stability and increased continuity.
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Beautification and lifestyle programming that reflects the cultural richness of Texas communities.
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Strategic planning support for boards around budgets, compliance, and long-term asset protection.
The result: A partner that delivers stability, savings and communitywide value.
Why communities switch: the biggest concerns Kristie hears from new clients
When a community transitions to FirstService, Kristie says concerns typically center on poor communication, lack of transparency and inconsistent follow through from their prior management company.
“Many new clients tell us their previous management company did not listen,”she says.
“Competitors often avoid the tough conversations, especially around budgets, compliance or ACC guidelines.”Her team takes the opposite approach, emphasizing strategic planning and resident centered solutions.
“We become a conduit of information. Our goal is to understand the needs of the residents and board and create solutions that set the community up for long-term success.”
Success story: turning communication challenges into resident engagement
Kristie recently worked with a large-scale Texas community struggling with declining resident satisfaction after years of inconsistent service from their prior management partner.“There was a breakdown in communication and accountability,”she recalls.
Her team introduced a structured communication plan, transparent budgeting, and improved lifestyle programming.
“Within the first year, resident satisfaction improved significantly. People felt heard again, and that made all the difference.”
Technology and lifestyle programming: a dual engine for stronger communities
Technology and lifestyle programming are becoming essential pillars in modern Texas communities. Kristie notes that while digital tools improve efficiency and transparency, quality of life programming is just as critical for building genuine connections.
FirstService Residential uses platforms like FirstService Residential Connect™ to streamline communication and give residents immediate access to their accounts, requests, and community updates. Kristie explains that Connect
“removes barriers and creates transparency, helping residents feel more in control of their experience.”
Tools like HODA (Homeowner Digital Assistant) further simplify communication by providing instant, textbased answers, ensuring residents get information exactly when they need it.
Master-planned communities today expect more than amenities; they want meaningful experiences.
“We design programs that promote mental, physical, and social wellbeing,”Kristie says. Paired with technology, residents are informed, engaged, and connected, strengthening the sense of belonging that defines successful large-scale community living.
Real voices: what residents are saying
“Great community management. The team is responsive, helpful and keeps the property running smoothly. Very satisfied with the service.”- J. S., Fort Worth, TX
“Wonderful customer service and easy communication. Issues are handled professionally and the neighborhood is well maintained.”- M. F., Dallas, TX
The path forward for Texas master-planned communities
With growth continuing across the state, master planned communities will play an increasingly vital role in shaping Texas’ housing landscape. CAI forecasts that by 2040, community associations will become the dominant housing model nationwide.
Kristie believes the future belongs to communities that balance innovation with human connection.
“People want technology that makes life easier,”she says.
“But they also want conversations, events, relationships, and support. The communities that blend both effectively will be the ones that thrive.”To learn more about FirstService Residential, visit us at fsresidential.com/Texas.