Snow Removal

How do you handle unreasonable snow removal requests at your complex? Here in the Chicago area we have had very mild winters for the past few years and this year we are having a heck of a winter. Due to the mild winters people have become accustomed to not having to deal with much in the way of snow and expect all of the snow to be gone almost as soon as it falls. Not reasonable at all but residents don't understand that. Is anyone else dealing with this? How are you wording your answers to your residents so you don't come off sounding uncaring? Just curious to see what everyone else is dealing with!! :whistle:

Hello Candee,

I would say error on the side of caution. I do not know how you deal with snow removal if it is in house or contracted. If it starts snowing or there is a report of snow coming to the area I would start prepping to ensure of timely response. Then since you said you were in Chicago, then I would go by their ordenance as to what is required.

www.cityofchicago.org/city/en/depts/cdot...lk_snow_removal.html

I think that perhaps I was not clear in my question. Sorry about that. I have a contract with the snow removal company and I manage a few Associations in the suburbs of Chicago (I also have the pleasure of managing the rental side of the house for the developer). The contractor does come out within the parameters of the contract but since we have had such mild winters for the past few years our residents don't expect to see snow on the ground and as soon as it starts falling they want it gone. That is not realistic as we all know.

During an evening where it was pouring rain and it was freezing rain I had someone call and say they were going to call 911 and report us because the streets weren't safe. Any salt we dropped during the rain would have just washed away but we had salt down before it rained and immediately after. We also provide salt buckets in the entry ways for our residents if they feel an area is unsafe.

When it is snowing our residents expect the plows to come during the storm and clear the walkways even though they would be covered again before they are even finished with 1/2 the property. That is not what our contract states and I have explained the contract to more than one resident and put the information in the newsletter. I guess I am just wondering if everyone is dealing with the same thing or if my residents are just ........ demanding.

I hope that the contract is where it is in accordance with the city ordinance when it comes to snow removal. If they are and are performing in accordance with their contract, then this portion is good.

What I would look at is the total number of residents that are complaining. If it were a couple, I would talk to them one on one. If it is a large group, then I would hold a meeting as well as put out a letter. Being unreasonable, I would keep out of the language, but I would say that you are going in accordance with the city ordinance of what is required. That not being enough, then if they want to exceed that, then come up with a price and what it would cost above and beyond that.

May look at how your sister properties are handling it. Sometimes there are other issues there which may not even be related to the snow, but in the customer service area over all. I am just brainstorming here. I do think engaging the concern and getting input as to how to solve it to meet the residents’ concerns. Sometimes when they see what you are doing and that you are in accordance with the city ordinance, this will solve some. Not engaging could have move outs/nonrenewal which the cost of those alone may far exceed the cost of that little extra whatever to calm down the masses.

Depending on the average age and demographics of your residents and what is available to them as far as choices living other places have to be considered. Once you get locked into them and us, it goes downhill from there. If it is we and how can we resolve this, then that can be on the road to success. When you talk about the additional costs above and beyond and the understanding that rent rates are based upon what it costs to operate and an increase for such additional things may be necessary can have an impact good and bad depending on how it is delivered.

This is where it comes in a manager knowing their residents and their personalities as well as their own strengths and weaknesses. This will have an impact on how the whole subject is dealt with.

Managers can be great in many areas, but people skills in the end will win the day with residents and them knowing that one cares and are listening to them. Other’s experiences may not be of use because what worked for them may not be the same.
I can say that in Europe I had a situation with snow removal and mine was talking with the contractor and negotiating out a mutually beneficial arrangement that gave the residents what they wanted and the contractor was happy to work with me as it was a big contract and there were other people out there to do the task if need be. So, because they were really great about working with me, and they did not charge extra, I for sure wanted to keep doing business with them, because it was a team effort in taking care of the residents. When it came time to renew the contract I had no problems with it because they worked with us as a team to take care of the residents.

Snow removal policies must be in writing and should be published to all residents and visitors to the property in newsletters, through social media, posted in the Leasing Office and finally mailed to every resident. It could also be a part of the lease process. That is first.

Second. Yes, there are many residents who are expecting sidewalks and parking lots to look as though it never snowed a flake. Of course they are being unreasonable. However, they might also have a point. Is the team and the contractors doing everything they can to keep walks clear, etc.? Perhaps you should re-evaluate how effective the contractor is fulfilling the terms of the contract. Perhaps, residents are correct and you need extra help. You might consider during particularly heavy snow, adding more workers to the properties for snow removal only.

It is a "slippery slope" to try and please every person. You will not be able to, so stop making yourself crazy. I just caution you to make sure you understand the needs of residents. You may have someone newly diagnosed with an illness or disability not apparent at move in; you may have emergency situations occur and it would be life threatening for ambulances, EMTs, etc. to not be able to access residents' homes. So, I advise you to err on the side of the resident as much as possible and make sure contractors are doing all they can and as quickly as it is safe to do so to keep everyone satisfied. I have found that when Residents see people out there in the freezing below zero temps working to clear the walks and lots, they usually are happy knowing people are out there for their benefit.