Dear Residents,
The Board of Trustees and Management would like to share important information regarding the Association’s organizational structure and the proper procedures for reporting and resolving service-related concerns.
Our goal is to improve communication, provide accountability, and ensure that resident concerns are directed to the appropriate department for timely review and resolution.
Who Should You Contact?
Residents are encouraged to contact the department responsible for their concern:
Building Maintenance: Building repairs, incomplete maintenance work, and facility cleaning.
Grounds: Lawn maintenance, mowing, edging, irrigation, and general grounds conditions.
Recreation: Community activities, events, and recreational scheduling.
Accounting: Questions regarding Association accounts and financial matters.
Association Office: General administrative questions and concerns.
What If Your Concern Is Not Resolved?
The Association has established a service escalation process to ensure that concerns receive the appropriate level of attention.
Residents should first contact the responsible service department. If the issue remains unresolved, the matter may be elevated through the following levels:
Department Manager
Community Administrator
Assistant Community Manager
Community Manager
Board of Trustees, when management-level efforts have been exhausted and Board oversight or a policy decision is needed.
When following up on an unresolved concern, residents should provide their original request date, work order number (if available), a description of the issue, and any previous communication or supporting photographs.
This process allows Management to review the history of the concern, determine what action has been taken, and identify what additional steps may be necessary.
Why Is This Important?
Following the proper communication process helps prevent duplicate requests, reduces delays, and ensures that the appropriate staff members are given the opportunity to address concerns before they are escalated.
The Board of Trustees is responsible for establishing Association policies, approving budgets, and providing oversight, while Management is responsible for overseeing daily operations and coordinating service requests.
Please Note: Urgent safety concerns or active property damage should be reported immediately through the Association’s emergency contact procedures. For life-threatening emergencies, call 911.
We encourage all residents to review the attached presentation, “Community Service and Accountability,” which provides additional information about the Association’s organizational structure, departmental responsibilities, and service escalation procedures. Also attached is the LVW Staff Contact Information Sheet.
Thank you for your cooperation as we continue working to improve communication, accountability, and service throughout Leisure Village West.
Leisure Village West Association
Board of Trustees and Management