1910 Archibald Ave., Suite J
Ontario, CA 91761
(909) 930-9750
Fax: (909) 930-9498
Background and Qualifications
Haven Management Services was recently formed to specialize in managing residential communities with an emphasis on mobilehome parks. Haven Management Services has entered into management contracts with the non-profit and municipal clients of Community Asset Management.
Haven Management Services features a highly professional staff with substantial experience, well-established policies and procedures, a strong track record of positive resident relations, and fully computerized financial and accounting systems. We currently manage thirteen mobilehome parks. Three of the properties under management are owned by cities located in Los Angeles, and San Diego Counties. In addition, we currently manage ten mobilehome parks owned by non-profit corporations.
There are several significant functions involved in successful mobilehome park management. These include the implementation of strong financial controls, establishment of good resident relations and communication, enforcement of park rules and regulations, compliance with all applicable laws, and the proper maintenance of the park using all available cost saving measures. Haven Management Services and their key staff have extensive experience in all of these areas.
Haven Management Services can provide all of these management services at a level unsurpassed in the industry. Through our experience working with cities and non-profit corporations, we have significant expertise in working with the unique requirements of bond-financed acquisitions. We have been involved with the underwriting, rating and management plans for several mobilehome park bond transactions. We understand the requirements of coordinating the bond document provisions with management policies and community requests.
Management Policies
Our primary objectives in the management of mobilehome parks are to meet
the financial goals of the owner, to establish and maintain positive
resident relations and to keep the park in excellent physical condition.
These objectives work to the benefit of the ownership and the residents
in both the short and long term. These objectives serve to prevent
exposure to claims and liabilities and preserve the value of the park
owners’ and residents’ investments.
In order to meet the objectives outlined above, our management team establishes clearly defined policies and procedures for an on-going and orderly system in the park. These policies and procedures provide our on-site managers with detailed guidelines for their conduct and promote resident receptivity to the new ownership structure.
Every park that we manage is assigned to a Property Manager. The Property Manager oversees the performance of the on-site staff and participates in decisions for each property. It is essential that we have well-trained and hard-working on-site managers. Our first steps when taking over the property management function of a mobilehome park include a physical inspection of the park in order to help us establish a list of any deferred maintenance items, and the orientation of the on-site managers to our policies and procedures. We provide the on-site managers with extensive training for this purpose.
Our training includes all of the day-to-day activities and duties of the on-site manager. These include the accurate and timely collection of rents, the handling of delinquencies, move-ins and move-outs, rule enforcement, park maintenance and outside vendors, regulatory requirements and monthly reporting requirements.
The Property Manager follows up on their training of the on-site manager with frequent inspections of the park. These inspections cover both the physical plant and the office records and let us know how the manager is doing. Further training and direction are provided as necessary. Should we get to a point where the on-site manager is not progressing as needed or is not well received by the residents, we are knowledgeable about the requirements for termination and hiring and take appropriate action.
The Property Manager is available to meet with the resident homeowners’ committee and/or representatives of the owner upon request and keeps in frequent contact by telephone. We provide a written monthly report to the owner that addresses the condition of the park, its financial performance, and ongoing activities and concerns of the residents. Our experience in working with cities and non-profits has demonstrated that we can effectively work as the conduit for communication between the park and the owners’ staff
Resident Relations
Resident relations are the most often overlooked aspect of successful mobilehome
park operations. It is the resident community that usually creates the
impetus for action in mobilehome parks. It is the residents’ rents
that will serve as the basis for repayment of the funds used to buy and
operate the park. The nature of the ongoing relationship between those
responsible for managing the park and those residing in it will determine
to what extent the ownership of the park is a burden or a blessing.
It is important when a city or non-profit acquires a mobilehome park that the owner’s goals and efforts are met with good public reception. A lack of understanding by those most affected will result in resistance to the program. The residents’ most frequently asked questions usually are concerned with what will affect them most directly and most immediately. “What will my rent be?” “How much will it increase and when?” “What will my lease look like?” “Will improvements be made to the park and when?” And so on. It is imperative that the owner, and its selected management company, be direct and upfront with the existing park residents.
The manner in which the property management program is developed and implemented will be a determining factor in whether the mobilehome park operation is deemed a success by those most directly affected – the residents. We usually recommend the establishment of a Resident Advisory Committee to focus and channel the questions or concerns that the resident community may have.
Common discussion points with residents include the rental agreement, park rules and regulations, park maintenance, on-site management and park improvements. In several of the parks that we manage, elected residents are also part of the management structure and have input on the property budgets and performance. Our experience allows us to deal with most of the topics covered with residents directly. However we know when there are issues that must be presented to the park owner, and do so as promptly as possible. Our written communications and periodic meetings with the owner also provide opportunities to forward issues raised by the residents.
When Haven Management Services assumes management of a property, a letter is distributed to all residents advising them of the change, letting the community know which personnel they will see on-site and our telephone number and address. Within thirty days, all the residents are invited to a meeting in the clubhouse to meet the new management staff and ask any questions they may have. A process whereby we meet with the homeowners committee on a regular basis gives us the opportunity to keep residents informed and to listen to their concerns. In our experience, most of the resident concerns can be dealt with in a satisfactory manner. We have the common objective of creating and maintaining the best community possible.
In addition to these regular meetings, we are available upon request
(or if we deem it necessary) to conduct either general park meetings
or meetings with one or more residents on ad hoc issues. We also feel
it important that a park have a monthly newsletter. Ideally this is written
by several park residents with management contributions. Typically the
park pays for publication. If there is no interest by residents to participate,
the Property Manager and on-site Manager create the newsletter.
Another key factor in a happy mobilehome park is the level of social
activities that occur. We strongly encourage activities such as exercise
classes, bingo, potluck dinners and group trips. With the owner’s
approval we like to sponsor a summer barbecue and a holiday party between
Thanksgiving and Christmas.
Having open communications and being responsive, promoting community activities, and doing our job with regard to park rules and maintenance, makes for very positive resident relations. These, combined with reasonable rent levels or increases, result in a park that remains free of the hostility that sometimes develops between park owners and homeowners. The park shows a pride of ownership and becomes a desirable place to live.
Financial Reporting
Haven Management Services currently interfaces with a variety of park owners
from both the public and private sector. Our financial accounting and reporting
is fully computerized and uses the general ledger and property management
systems provided by Yardi. This computer software is utilized by many of
the major property management companies in the United States.
We prepare annual budgets for every property we manage and, once approved by the property owners, these budgets are entered into the Yardi system. This facilitates the preparation of monthly reports for the owners that include a written update on their property with an explanation of any budget variances and month-to-date and year-to-date financial schedules. We can also provide full general ledger reports, accounts payable distribution reports and balance sheet reporting, as requested.
Our finance and accounting department is readily available to answer any questions as they arise. Our existing clients frequently utilize our ability to wire transfer funds to them to facilitate their cash flow and bond payments. We are audited annually on behalf of our city and non-profit clients and have easily achieved satisfactory results.