Leveraging property management technology to simplify community living

The changing landscape of property management

Technology has reshaped nearly every aspect of our lives — making daily tasks simpler and faster. From checking weather reports, finding directions, reviewing restaurants, ordering groceries, and paying bills. In today’s world, people expect immediate, personalized solutions to a multitude of questions and requests. As the trend toward community living continues to grow — where one in three homes are now part of a community association and 78% of new construction homes are being planned within these communities — residents also expect property management technology that best meets their needs within their communities.

Much like banking, retail, travel, healthcare, and practically every other industry, leading property management companies must embrace digital innovation to support the more traditional methods of serving their customers, like phone calls, emails, paper notices, and front desk visits.

While residents continue to depend on these traditional methods, especially for complex issues or personal matters, they also increasingly expect faster, more convenient options for everyday tasks like checking account balances, booking amenities, or reporting maintenance issues.
 

Listening to residents and property management teams

At FirstService Residential, we studied this shift and learned it’s more than a trend — it’s a necessity to deliver the exceptional customer service we promise our residents. A real differentiator in supporting residents, boards, and property managers.

Our process began by engaging directly with our property management teams to understand their daily responsibilities. We learned that most of their time was spent answering common inquiries from residents. These weren’t complicated or unusual questions; they were everyday questions like, “How much money do I owe?” or “How do I submit a work order?” or “What are our pool hours?”

Though typically simple, these inquiries consumed many hours of each day, especially as they were frequent questions from many residents, and that reduced the time that managers could invest in focusing on big-picture objectives in the communities they serve.
 

Introducing HODA^®

It became clear that innovative technology was the key to elevating community living. FirstService could offer residents a more convenient way of getting answers to their common questions, and support our property management teams to be even more successful and propel a community forward.

That's why FirstService Residential invested in creating HODA, our Homeowner Digital Assistant.

HODA was designed to address one simple, yet critical request: How can we make life easier for residents and managers?

This smart technology provides residents with instant responses to many inquiries, anytime, in any language, through text, website chat, and Alexa. HODA can also respond to a wide range of everyday resident inquiries, including:

• Account balance and payment history
   
• Profile and communication preferences
   
• Community information and documents
   
• Amenity bookings
   
• Service requests and work orders
   
• Architectural modifications

"HODA is transforming the property management industry by making it easier for residents to get the information and service they need — on their own time, no matter where they are. At the same time, it frees up our property managers and board members to focus on strategic projects to improve their communities. That's the kind of innovation we're proud to lead with at FirstService."

David Diestel, CEO of FirstService Residential

Want to learn more about property management technology? Discover how HODA can enhance your community here.
 

Enhancing the resident experience

By implementing property management software like HODA, residents get the customer service they deserve, and our property management teams and board members can focus on long-term strategic goals to move their communities forward.

“HODA is really changing how we support both residents and property teams,” said Jeff Hahn, CIO at FirstService Residential.

"It can give residents quick answers whenever they need them — and resolves nine out of 10 inquiries at first contact, setting an industry standard. It’s not just about technology; it’s about creating experiences that make living in our communities simple."

With fewer resident inquiries to manage, property management teams could now focus more on prioritizing enhancing service quality, planning structural improvements, and building great relationships with vendors that provide essential products and services to their community.
 

Real-world results

HODA was recently introduced at the Blue and Green Diamond condominium in Miami Beach, Florida — and the response has been overwhelmingly positive.

Before HODA, the property management team was juggling a high volume of daily inquiries on top of their regular responsibilities. Even for a strong and seasoned property management team, the process required significant time and energy. With HODA now handling most questions from their residents, the team has more capacity to focus on the needs of the broader community.

“HODA is a huge support for our team," stated Aldo LaRussa, property manager at the Blue and Green Diamond communities.

"It manages most inquiries from our residents instantly, improves service quality and responsiveness, supports our teams, and makes life easier for everyone involved. Our residents are happier, and my team and I can tackle bigger projects for the community."

Board members from many FirstService-managed communities are weighing in with positive reviews. A board member at a master-planned community in Texas, expressed the significant impact HODA has had on their community.

"HODA has made a huge difference in the way our property operates. Now that HODA is handling our residents’ requests, we’ve been able to work on much-needed community improvements — like adding a dog park and enhancing our outdoor gathering spaces."

Property management technology that fits everyday life

Resident expectations are evolving, shaped by the convenience of on-demand access in nearly every aspect of life. From streaming entertainment to managing finances, people expect quick answers and seamless interactions — and community living is no different.

HODA was created to reflect that shift. It’s about complementing the human touch and offering our residents options. Residents can always reach out to our customer care team if they need or want to, but for most questions, HODA can provide an immediate, reliable solution.

FirstService Residential remains committed to offering flexible service options to over 4.5 million residents — whether they prefer digital tools like HODA, direct conversations with a property manager, or a blend of both. The goal is clear: to make Life, simplified. And without ever compromising exceptional service.
 

The future of property management software

FirstService Residential is helping shape a future where residents feel supported, informed, and connected. As the industry continues to evolve, so do the expectations of the people who live in managed communities. Property management software like HODA reflects our ongoing commitment to making community living simpler — for residents, board members, and our property management teams.

Discover how HODA and property management technology can enhance your community here.

Learn more about how FirstService Residential leads in property management and supports boards here.