Communication

Euclid’s internal systems are designed to immediately respond to the needs of homeowners.  Our Customer Response Team is available with personalized service, Monday through Friday from 7:30 AM to 5:30 PM.  Our Team utilizes Euclid’s proprietary customer service program which provides real-time access to every association’s Community Profile.  The Profiles are customized to include community specific information such as owner maintenance responsibilities, preferred vendors, work orders and any special details or procedures requested by the Board.  With this information at their fingertips, any member of our Customer Response Team can quickly resolve 70-80% of all homeowner service requests and questions without pulling your manager away from more elevated tasks.

Communication is essential in the effective management of your community.  We deliver the following points of communication on a continual basis:  

·         We allow the owners to designate how they would like Euclid to communicate with them on all service and general requests.  This includes phone calls, letters, emails, and texts.  Owners will receive their acknowledgement letter and completion letter in their preferred form of communication.  All of these communications are electronically tracked and recorded on the Activity Report for the Board to review.  Imagine the efficiency of your Association’s communications. Homeowners will be standing in line at the grocery store and receive a text that the broken sprinkler they reported is repaired.

·         The Board packet will include the Activity Report. This is a computerized list of all requests and the actions taken. The Activity Report includes requests from Board meetings, Homeowners, Board Members, vendors, correspondence, property inspections, etc. It includes the date, concern, review date, origin, action taken, etc. The Activity Report allows the Board to view all requests and actions taken since the last meeting.

·         All requests receive an individual reference number to ensure proper follow through.

·         One week after the Board meeting the Board will receive a copy of the draft minutes and an action list generated from the meeting. The activity list will include all action taken since the meeting.

·         Each owner that contacts Euclid with a service issue will receive an acknowledgement letter providing an expected completion date.

·         With each service request, the vendor receives an acknowledgement letter stating with whom we spoke, identifies the service request, anticipated completion date, and requests they contact us when the work is completed.

·         Every owner with a service request will receive upon completion a confirmation stating that their service request has been corrected.

·         Each month, around the 10^th, the Board and Finance Committee will receive a complete set of financial statements via email.  Each Board Member will continue to receive them in their Board packet.  However, the electronic delivery will allow the Board to review the financials as soon as they are prepared.

·         Each financial report, previous or current, can be emailed to the Board or an owner.

·         Each month, Euclid prepares a “financial analysis” that accompanies the financial statement.  This report attempts to take the financial statements and simplify them in words.  The report also identifies action needed from the Board. 

·         Each month the Board will receive a collection analysis page that will identify any action that is necessary during the meeting.  This will include approval of liens, foreclosure, payment plans, write-offs, etc.

·         Each owner, upon move-in, will receive a welcome letter explaining the basic expectations of living within a community association and a copy of the Rules and Regulations.