If the board members are the true decision-makers and not management, how can I contact the board members directly?
We can disclose the names of the board members, but we are not allowed to share their personal contact information. Please remember they are homeowners, like you. They are not paid for their work, and they have lives outside of their obligations to the association. One of our functions as management is to act as a communications liaison for the board. Additionally, by communicating through us, it ensures the message reaches all board members. Remember that a majority of the board makes decisions; not a single member.
We do not filter or edit communications to the board. Any message sent to us with instructions to send to the board will be sent verbatim. Even if the nature of your communication is to lodge a complaint about our company, we are obligated to and will deliver that message. The board will then decide upon the response and instruct us to send it back to you.
You can send correspondence to the board via mailed letter to our office, fax to (314) 380-3100 or email to service[AT]ajenning.com. Please remove [AT] and replace it with the “@” symbol when emailing. Please be clear in your communication that it is directed to the board, not to management, and we will deliver that message and follow-up with a response.
I called / emailed your office but haven’t heard back yet. How long will it be before I hear from you?
A difference between our company and other larger property management companies is that we don’t “departmentalize” our work for your community. With them, no one person can answer all of your possible questions. With us, with limited exceptions, you do have a community manager capable of addressing all of your questions. However, the downside to this arrangement is that the one person you need to speak with may not always be immediately available. They may be away from their desk, visiting communities, meeting with board members, contractors, other homeowners, etc.
For most needs, you should expect to hear back from us the same day or the next business day. Exceptions can occur if we are extraordinarily busy or the issue you need to discuss is complex, especially if it requires us to first obtain information from a third party to be able to answer. But for the most part, we get back to people the same day or next business day.
Is your office open to visitors?
Yes, but only with an appointment. We contract for a phone receptionist service to ensure someone is always able to take your calls, but those workers are remote. None of our local staff members are receptionists assigned to be in the office full-time. Most of our staff are property managers, and they are often away from their desks visiting communities, attending meetings, etc. Most of the time there is at least one person in the office during office hours, but it may not be the person you need to talk to.
If you contact us in advance for an appointment, we can ensure the staff member you need to speak with is here when you come.
What are your office hours?
Our office hours are 9am to 5pm Monday through Friday, except for federal and major holidays. We are closed on the following holidays:
- New Year’s Day
- Martin Luther King Day
- Presidents Day
- Memorial Day
- Juneteenth
- Independence Day
- Labor Day
- Columbus Day
- Veterans Day
- Thanksgiving
- Black Friday
- Christmas Eve
- Christmas
- New Year’s Eve
In the event Independence Day, Christmas or New Year’s Day fall on a Thursday, we will also be closed the day after.
What are the differences between the property management, the association and the board of directors?
The association is made up of all homeowners in the community and is the governing entity of the community.
The association takes actions based on the direction of and decisions made by the board of directors. The board is composed of homeowners who volunteer their time and are either elected to their positions by the homeowners or appointed to fill vacancies by other board members. The board members are the true decision makers for your community.
Property management, which is our company, is hired by the board to handle the day-to-day administration of the association, carry out the decisions made by the board of directors and act as an advisor to the board. We are not the decision makers for your community except for powers delegated to us by the board, the governing documents or our management contract with your association.