How to Handle Disputes Between Residents in HOA Communities
Disclaimer: AMG provides operational support to HOA boards but does not offer legal advice. Any legal concerns should be directed to qualified legal counsel. This content is for informational purposes only.
“When neighbors resolve issues fairly, a neighborhood grows stronger—not divided.”
Disagreements happen in every community—but they don’t have to harm relationships or morale. How an HOA board responds to a resident dispute can make all the difference between escalation and resolution.
At Association Management Group (AMG), we assist HOA boards by facilitating fair, consistent processes that help maintain civility and compliance within the limits of each association’s governing documents.
Here are six practical steps for addressing disputes between residents while keeping fairness, professionalism, and respect at the forefront.
Step 1: Determine if It’s an HOA Matter
The first step is knowing when the board should step in—and when it should not. The HOA’s authority comes from its governing documents and applicable laws. Staying within that scope protects both the board and residents.
Typically within HOA scope:
Violations of CC&Rs, rules, or architectural guidelines
Nuisance or safety issues defined in governing documents
Improper use of common areas
Typically outside HOA scope:
Personal disagreements between residents
Property line disputes (private legal matters)
Harassment, threats, or criminal activity — these are matters for law enforcement
If a homeowner complains about noise, first check whether the community’s rules include quiet-hour restrictions. If they do, the board may address it through the standard enforcement process. If not, the board can direct residents to local ordinances or voluntary mediation resources.
Step 2: Document and Respond Consistently
Consistency builds credibility. Every complaint—no matter how small—should follow the same general intake and review process.
Suggested process:
Record the concern (date, time, and summary).
Acknowledge receipt promptly.
Review supporting evidence (photos, details, or messages).
Confirm whether a rule applies before taking further action.
Step 3: Communicate Calmly and Stay Neutral
When emotions run high, boards should stay neutral and focus on facts—not feelings. The key is to enforce documents fairly and avoid personalizing issues.
Best practices for communication:
Reference governing documents, not opinions.
Use consistent, neutral wording (“the association’s rules require…”).
Avoid assigning blame or judgment.
Example:
In a Greenville community, a disagreement over parking escalated online. The board calmly reminded residents that official decisions are based only on written rules—not social media discussions. The neutral tone helped de-escalate tension.
Step 4: Follow the Formal Process Fairly
If informal reminders don’t resolve an issue, follow the association’s enforcement procedure as outlined in its governing documents.
Typical steps may include:
Courtesy reminder (optional)
Formal written notice citing the rule and facts
Opportunity to correct or “cure” the issue
Hearing or opportunity to be heard
Written decision or outcome
Important note:
HOA boards should always consult their attorney when interpreting governing documents, applying fines, or issuing enforcement actions. AMG facilitates administrative steps—such as notices, scheduling, and documentation—but does not provide legal advice or interpretation.
Step 5: Close the Loop and Learn from Each Case
After a dispute is resolved, proper follow-up helps prevent repeat issues and rebuilds resident confidence.
Suggested follow-up:
Confirm compliance in writing.
Thank residents for cooperation.
Identify any recurring patterns or confusing rules.
Share educational reminders with the community if appropriate.
Example:
A Raleigh HOA noticed recurring trash-bin complaints. After resolving a few cases, the board sent a community-wide reminder about collection day rules—complete with photos. Complaints nearly disappeared.
Step 6: Promote Civility and Prevent Future Conflicts
Even with fair processes, the best way to minimize disputes is to nurture a culture of respect.
Ways to build civility:
Adopt a brief “Community Civility Statement” and display it online and in meetings.
Recognize residents who model courtesy and cooperation.
Host low-pressure gatherings to encourage positive neighbor interactions.
Fair Process Builds Trust
Conflict is unavoidable, but confusion isn’t.
When HOA boards approach disputes with fairness, structure, and consistency, they preserve trust and create a more harmonious neighborhood. AMG supports boards by facilitating efficient administrative systems, communication tools, and education that make dispute management smoother and more transparent.
At AMG, we believe well-managed communities are peaceful communities.
About the Author
Paul Mengert, CEO of Association Management Group, has spent over 40 years helping community associations operate more effectively, transparently, and fairly. He has personally served on HOA and condo boards in both North and South Carolina, bringing a firsthand understanding of the challenges board members face.
Paul is a nationally recognized educator who has trained managers and board members across the Carolinas and in dozens of other states. He teaches decision-making and governance strategies and is a frequent guest lecturer at Wake Forest University School of Law. Named Educator of the Year by the Community Associations Institute, Paul is known for combining deep experience with a practical, solutions-first approach that boards trust. Learn more at AMGworld.com.
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Speaker: Paul Mengert, CEO, Association Management Group
Disclaimer
This presentation is for informational purposes only and does not constitute legal advice. AMG supports HOA boards in operational and administrative matters and refers legal questions to qualified counsel.
Introduction
Hi, I’m Paul Mengert, CEO of Association Management Group.
Today, we’re talking about one of the most rewarding ways to strengthen your HOA — organizing community events that bring neighbors together.When residents come together, a neighborhood becomes more than a collection of homes — it becomes a community. Events help neighbors connect on a personal level. They build trust, increase volunteerism, and even make meetings more productive because people already know one another.
Here are five practical tips to help your HOA plan events that truly make a difference.
Tip 1: Define the Purpose and Plan Smart
Every successful event starts with one clear question: Why are we doing this?
Are you welcoming new homeowners, raising funds, or simply building connection? When your purpose is clear, the details fall into place.
Build a simple plan — set a budget, assign responsibilities, and communicate expectations early.
For example, one HOA turned its routine “Spring Social” into a New Neighbor Picnic. Color-coded nametags helped break the ice, and by the end of the day, several new volunteers had joined committees.
A clear purpose and thoughtful plan keep everyone aligned — and stress low.
Tip 2: Choose the Right Time, Place, and Partners
Timing and setting can make or break participation.
Pick a date that works best for your residents. Avoid school or holiday conflicts, and announce it early. Walk the site before the big day — check lighting, parking, restrooms, and accessibility.
One HOA hosted an outdoor movie night but forgot to test the lights. A simple walkthrough beforehand would have saved them from improvising with flashlights. They added it to their checklist, and the next event went perfectly.
And remember — always collect vendor Certificates of Insurance (COIs) for your records. AMG helps boards facilitate this process and stay organized.
Tip 3: Create Activities That Build Connection
The best events invite participation, not just attendance.
Think about your residents:
Families enjoy scavenger hunts or bounce houses.
Adults may prefer trivia or food trucks.
Pet owners love friendly contests or “yappy hours.”
When residents laugh together, they form relationships that make the entire community stronger.
Tip 4: Communicate, Engage, and Follow Up
Even a great plan can fall short without clear communication.
Start early — send a save-the-date six to eight weeks ahead, event details at four weeks, and reminders the week before. Use email, flyers, your HOA portal, and text alerts so no one misses the invitation.
During the event, thank volunteers and personally welcome guests.
Afterward, share photos, post highlights, and ask for quick feedback. One community discovered through feedback that residents preferred earlier start times — a small change that doubled attendance the following year.
Good communication turns one-time participants into long-term supporters.
Tip 5: Build a Culture of Connection Year-Round
A single event can spark community spirit — but consistency keeps it alive.
Host smaller gatherings between big events: coffee mornings, walking groups, or “Porch Nights.”
Recognize volunteers publicly.
Highlight residents’ achievements in newsletters.AMG supports boards with the structure that keeps this momentum going — providing tools for communication, scheduling, and vendor coordination — so you can focus on people, not paperwork.
Closing
Successful events aren’t about perfection — they’re about participation.
When your board defines clear goals, communicates openly, and follows through, you create more than an event — you create belonging.
At AMG, we believe strong communities aren’t just managed — they’re connected.
Thanks for watching, and to learn more about how AMG supports HOA boards in building engaged, thriving neighborhoods, visit www.AMGworld.com
To view our informational pamphlet from this webinar. Click here or on the image.
AMG facilitates community association management and provides educational resources. AMG does not provide legal or financial advice. For questions involving statutes, insurance coverage, or disputes, please consult licensed professionals.
