Question 1

What's the smallest association you'll manage?

Accepted Answer

We manage associations as small as 12 units. Below 12 units, governance complexity is low and our fees typically can't sustain the level of service we deliver. We're happy to refer smaller associations to managers who specialize in that size range.

Question 2

What types of associations do you manage?

Accepted Answer

We manage homeowners associations, condominium associations, townhouse associations, cooperatives, new developments, and master plan communities — ranging from 12 to 250+ units.

Question 3

How long does it take to transition from our current manager?

Accepted Answer

Most transitions complete in 30–60 days. We handle the entire process — document collection, financial cutover, vendor introductions, and resident notification. Your board doesn't have to coordinate anything. We've done this dozens of times.

Question 4

Do you require a long-term contract?

Accepted Answer

We prefer a one-year contract. For special cases we may adjust. After the contract ends, it converts to month-to-month with 30-day notice to exit.

Question 5

When do we receive monthly financial statements?

Accepted Answer

Monthly financial statements are accessible by the Board of Directors through the online portal and can be downloaded at any time. We provide real-time access so board members can review financials and ask questions whenever needed. Full transparency.

Question 6

How does dues collection work?

Accepted Answer

Dues are collected through the online portal via ACH, debit card, credit card, or auto-pay. We do not accept checks. We manage the full AR policy with real-time board visibility. If an owner needs to pay by check, cash, or money order, they must deposit directly at the association's physical bank branch. We've shifted to digital platforms due to past issues with bounced checks and fraudulent activity.

Question 7

Do you handle special assessments?

Accepted Answer

We work with the board and reference the reserve study analysis. Our goal is to avoid special assessments whenever possible. When they're necessary, we manage the entire process — project scoping, owner announcements, payment plans, and collection.

Question 8

How transparent are you about vendor pricing?

Accepted Answer

Completely. Every vendor bid is visible to the board before work is approved. We do not mark up vendor invoices. If any markup exists, it is disclosed in writing in your management agreement. You will never receive a surprise invoice.

Question 9

Do you help with annual budgets?

Accepted Answer

Yes. We prepare a draft annual budget for board review each fall — typically 60 days before your fiscal year end. The budget includes operating expenses, reserve contributions, and any planned capital projects. The board approves the final version.

Question 10

How do you handle maintenance requests?

Accepted Answer

Residents submit a ticket through Buildium or through Property Meld. We use a variety of vendors: preferred vendors of the association, preferred handymen, third-party vendors, and our in-house team through My Handyman Chicago. We use whoever is the best candidate for the job.

Question 11

What is My Handyman Chicago and how does it relate to Altus?

Accepted Answer

My Handyman Chicago is our sister company. It's an optional service utilized when they're the best solution — either economically or for speed. We bring them in when it makes sense, not by default.

Question 12

How do you handle after-hours emergencies?

Accepted Answer

We monitor emergency lines and respond to actual emergencies: loss of heat, water intrusion, safety issues, gas smells. When an emergency is happening, the priority is to stop the damage within 30 minutes or less. That requires coordination between unit owners, the board, and our maintenance team. We stop the damage immediately, then address the full repair the next business day.

Question 13

Do you conduct regular property inspections?

Accepted Answer

Yes. Full-Service clients receive regular common area inspections — frequency varies by property type and size, but typically quarterly for most associations. Inspection reports with photos are delivered to the board portal within 48 hours of the inspection.

Question 14

Do you attend board meetings?

Accepted Answer

We attend both virtual and in-person meetings. We push for virtual whenever possible and attend in person when the association has a physical meeting space. Minutes are drafted within five business days of the meeting.

Question 15

How do you handle violations?

Accepted Answer

Full-Service includes violation tracking and enforcement. We conduct regular inspections, issue violation notices per your governing documents, track cure status, and escalate to fines or legal referral as appropriate. The board approves the enforcement policy; we execute it.

Question 16

Are you familiar with the Illinois Condo Property Act?

Accepted Answer

Yes. Our senior property managers stay current on the Illinois Condo Property Act, Chicago RLTO where applicable, fair housing requirements, and insurance mandates. We flag compliance issues proactively — you shouldn't have to track legislative changes yourself.

Question 17

Are you a CAI member?

Accepted Answer

Yes. Altus Property Partners is a member of the Community Associations Institute (CAI) Illinois chapter. We participate in CAI education programs and follow CAI best practices for community association management.

Question 18

How do we communicate with our property manager?

Accepted Answer

Your board chair has a direct line to your senior strategist — not a call center, not a junior coordinator. For routine items, the board portal is the primary channel. For urgent matters, direct phone and email access is always available.

Question 19

What technology do you use?

Accepted Answer

We use a hybrid of technologies: Buildium (property management software), Property Meld (maintenance coordination), CompanyCam (photo documentation), a digital phone system for central communication, and Microsoft Teams for internal team coordination. All integrated to provide more touchpoints with every client. The technology is here to allow us to be more responsive while giving us the bandwidth to serve every association with senior-level attention.

Question 20

Can owners and residents access a portal?

Accepted Answer

Yes — click 'Resident Center' in the navigation bar above, or visit the owner portal directly. Board members have additional access to financials, vendor bids, and management reports.

Question 21

We're currently with another management company. How does switching work?

Accepted Answer

We handle the entire transition — document collection from your current manager, financial account cutover, vendor introductions, and resident notification. Most transitions complete in 30–60 days with zero gap in service. We've done this dozens of times and have a documented process for every step.

Question 22

What documents do we need to provide?

Accepted Answer

We'll request your governing documents (declaration, bylaws, rules and regulations), current vendor contracts, financial records, and owner/resident contact information. Your current manager is required by Illinois law to provide these within a reasonable timeframe. We manage the request process on your behalf.

Question 23

What if our current manager is uncooperative during the transition?

Accepted Answer

It happens. We've navigated difficult transitions before. We know the legal requirements for document transfer in Illinois and will escalate appropriately if your current manager is non-compliant. Your board won't have to manage this conflict directly.

Frequently Asked Questions for HOA & Condo Boards

More resources for board members

Switching Management Companies Guide

Service Tier Comparison

Our Three Commitments

Still have questions? Let's talk.