Login | Register

Communication Policy and Procedures

For The Landing at Oakwood Lakes COA
 
Please remember to call 911 immediately for any true emergency—including medical crises, fires, crimes in progress, or any other situation involving an immediate threat to life or property.
 
1. Purpose
The purpose of this policy is to establish clear, efficient, and professional guidelines for communication between COA unit owners, residents, the Board of Directors, designated committee chairs, and the property management company. This policy aims to minimize misunderstandings, protect privacy, and ensure timely responses and compliance with Ohio laws and association governing documents.
 
2. Approved Official Communication Channels
Official association business must use designated channels. Currently the COA uses the Town Sq portal, email or phone number. 
 
Here is the link for use of the portal: Town Square Training/Information
 
Using the management company resident portal software can simplify communication; ensuring messages reach the right people at the right time; provide centralized document storage; and streamline COA communication efforts, saving board members time and boosting resident satisfaction.
 
Informal tools like personal text messages, phone calls to board members' private lines, or social media posts are not official methods. Restricting official business to formal channels prevents errors, confusion, duplication and administrative chaos.
  • Primary Written Channel: Official email or the TownSq resident portal. 
  • Emergencies: Immediate phone calls or TownSq postings sent out by board members or management personnel.
  • Notices and Board Meetings: Posted on the TLOL community website, TownSq official portal, or mailed/emailed according to state statutes.
  • Prohibited Channels for Official Requests: Personal social media accounts, personal phone calls, public neighborhood groups (e.g., Nextdoor, private Facebook groups), or verbal comments made outside (quarterly or annual) formal meetings. 
 
3. Resident-to-Board / Management Communication Procedures
  • Routine and Formal Inquiries in addition to Non-Emergency Maintenance Requests may be submitted by residents via the following channels:
  • Response Times: Management and board members aim to acknowledge routine inquiries within 24 to 48 business hours. Requests submitted outside of the TownSq resident portal may take longer for a response.
 
4. Association-to-Resident Broadcast Procedures
  • Maintenance & Project Updates: Management will communicate regarding approved or potential painting, construction or landscaping projects, (scopes, start/completion dates) utility disruptions, snow removal updates, community events, policy changes etc. via TownSq broadcast messages or the COA monthly community newsletter.
  • Meeting Notices: Agendas, policy changes and updates, meeting minutes, and supporting materials will be posted or distributed to residents at least the mandatory minimum number of days in advance, as required by state statues and COA bylaws. 
 
5. Standards of Conduct and Etiquette
  • Professional Tone: All communications must remain civil, professional, and focused on community business. 
  • Prohibited Content: Personal attacks, profanity, harassment and defamatory or misleading statements directed at the Board, contracted employees, neighbors, or committee members are strictly prohibited. 
  • Consequences of Violations: Violators of communication standards may receive a formal written warning or face restrictions on direct access to Board members and or Property Management communication channels.
 
6. Confidentiality and Records
  • Private Matters: Executive COA Board sessions, personnel issues, individual violation details, legal disputes, and delinquent account information remain strictly confidential and will not be shared via general email communication methods.
  • Public Record: Residents should treat non-confidential association emails as potential public records subject to inspection or legal discovery.