Financials, monthly and clean
- Monthly board financial package delivered on a predictable date — not when someone gets around to it.
- Bank reconciliations included in the package. Separate operating and reserve accounts, every month.
- Aged delinquency report with action status, not just balances.
- Annual budget process started early enough to be a conversation, not an ambush.
Vendor accountability
- Scope-of-work documents the vendor actually signed. Not handshake arrangements you inherit.
- Insurance certificates current and tracked. The manager catches the lapse — the board doesn't.
- Snow, landscape, and emergency response on a documented response standard.
Board support
- Meeting packets out in advance. Agenda, financials, action items, and decisions needed — clearly laid out.
- Minutes drafted and circulated promptly after meetings.
- Document control — declarations, bylaws, rules, policies, contracts — all in one organized place the board can access.
Owner experience
- A real human answers the phone during business hours. Emergencies have an after-hours path that works.
- Owner portal with statements, payment history, and a way to submit maintenance requests.
- Notices written in plain English. Boards shouldn't have to translate their own management company.
Communication
- Bad news delivered as quickly as good news — both in writing.
- A named primary manager, not a queue.
- Annual reflection: what worked, what didn't, what's next.
None of this is exceptional. It's the floor. Anything below it is the board doing the manager's job.