Escalations

What It Does

The Escalations feature helps board members handle issues that need board-level attention. Whether it is a unresolved maintenance problem, a dispute between neighbors, or a PMC concern, escalations keep everything tracked and organized.

Who It's For

Board members of HOA/condo communities.

How to Use It

Step 1: View Escalated Issues

Go to Board Portal → Escalations to see all open escalations. Each shows who escalated it, the original issue, priority level, and how long it has been open.

Step 2: Assign and Respond

Assign the escalation to a board member or committee. Add internal notes for the board and public responses for the person who escalated. Everyone stays in the loop.

Step 3: Resolve and Close

Once fixed, mark the escalation as resolved. The original requester gets notified automatically, and the issue is archived for future reference.

Common Issues

Q: An escalation has been sitting open for weeks. How do I follow up? A: Click the escalation to see the full history and last action. Add a note asking for an update, or reassign it if the current owner is swamped.

Q: Can homeowners escalate directly, or only through the PMC? A: Both. Homeowners can escalate from their resident portal, and PMC staff can escalate on their behalf. You will see the source on each escalation card.

Pro Tips

• Set a target response time (e.g., "Board responds within 5 business days") and share it with residents. It builds trust and keeps you accountable.
• Use priority tags (Urgent, Normal, Low) so the board knows what to tackle first at every meeting.

Related Features

• Messages/Broadcasts
• Meetings
• Members

Need Help?

Contact support at support@sanafai.com