How Boards Should Handle a Harassing Manager Situation

Most HOA boards expect disagreements. What they do not expect is a manager whose behavior feels intimidating, aggressive, or inappropriate. When that happens, boards often feel stuck between protecting homeowners and maintaining a professional relationship with a vendor.

Ignoring the issue rarely makes it better. In fact, harassing behavior tends to escalate when it goes unaddressed. Boards that act early, document carefully, and communicate clearly are far more likely to resolve the situation without lasting damage to the community.

Recognize When Behavior Has Crossed the Line

Not every uncomfortable interaction is harassment. Managers sometimes need to enforce rules firmly, and that can feel unpleasant. The difference is pattern and impact.

Warning signs of harassment may include:

• Yelling, intimidation, or aggressive language
• Public shaming of homeowners
• Retaliation after complaints are filed
• Dismissive or threatening communication
• Repeated disregard for board direction

If homeowners feel afraid to speak up or avoid contact with management altogether, the issue is no longer about personality. It is a governance and risk issue.

Take Complaints Seriously and Acknowledge Them

One of the biggest mistakes boards make is minimizing early complaints. Even a single report deserves acknowledgment.

Boards should:

• Thank the homeowner for coming forward
• Acknowledge receipt of the complaint promptly
• Explain the next steps in the review process

Effective complaint handling helps de-escalate emotions and shows that the board is paying attention. A structured approach to complaints protects both homeowners and the association. https://neighborhood.online/blog/addressing-complaints-in-hoas-strategies-for-effective-resolution

Document Everything Early

Harassing manager situations depend heavily on documentation. Without it, boards are left with conflicting stories and limited options.

Documentation should include:

• Dates, times, and locations of incidents
• Exact language used when possible
• Names of witnesses
• Related emails, messages, or voicemails

Encourage homeowners to submit complaints in writing. Clear records give the board credibility and leverage when action is required.

Review Communication Practices

Many harassment complaints stem from how communication is handled. Boards should assess whether the manager’s tone, frequency, or delivery method is contributing to the problem.

Establishing clear communication standards helps prevent abuse of authority and reduces one-on-one confrontations. Centralized, transparent communication channels also make inappropriate behavior easier to identify. https://neighborhood.online/blog/hoa-communication

Address the Manager Directly and Professionally

Once there is sufficient documentation, the board must act. Avoid informal conversations or side emails. Harassment issues should be addressed formally, often in executive session.

When addressing the manager or management company:

• Present documented behavior, not personal opinions
• Reference specific incidents and patterns
• State clear expectations for corrective action
• Set timelines for improvement

This approach keeps the discussion factual and reduces defensiveness.

Watch for Retaliation or Repeat Behavior

After intervention, boards should monitor for retaliation or continued misconduct. Repeat behavior is a strong indicator that the issue will not resolve without escalation.

Boards should apply the same consistency used when addressing repeat rule violations within the community. Patterns matter, and inaction sends the wrong message. https://neighborhood.online/blog/addressing-repeat-rule-violations-in-hoa-communities

Communicate Carefully With Homeowners

Transparency does not require sharing details. Boards should acknowledge that concerns were raised and confirm that the issue is being addressed.

Avoid naming individuals or sharing disciplinary actions. Focus on reassurance, process, and next steps.

Know When to Escalate or End the Relationship

If behavior does not improve, boards must be prepared to escalate. This may include requesting a different manager, involving senior leadership at the management company, or terminating the contract.

A manager who harasses homeowners exposes the association to legal and reputational risk. Protecting the community must come before preserving a vendor relationship.

Final Thought

Harassing manager situations test board leadership. Doing nothing often feels easier in the moment, but it almost always makes the problem worse.

Boards that respond early, document thoroughly, and enforce standards consistently protect homeowners, strengthen trust, and demonstrate responsible governance. Addressing the issue is not about conflict. It is about accountability and care for the community you serve.