It is not uncommon for homeowners in a community association to express criticism toward the board of directors regarding its decision-making or management of the association. Board members often accept this scrutiny as part of their role. However, in certain cases, that criticism crosses the line—either due to the content of the message or the manner in which it is delivered.

Frequently, member complaints stem from a fundamental misunderstanding of the board’s duties and responsibilities. Emotional or aggrieved homeowners who believe they have been wronged may circulate inaccurate or misleading information, despite the fact that the board’s powers and obligations are clearly outlined in the association’s governing documents and applicable provisions of the Ohio Revised Code.

Too often, these criticisms are based on subjective interpretations rather than a fair or informed assessment of the facts. The situation is further complicated by the ease with which misinformation can be spread. Social media platforms such as Facebook, Nextdoor, WhatsApp, and X (formerly Twitter) allow disgruntled owners to rapidly amplify their messages. In some instances, owners take their grievances to the entire community via mass email, copying both residents and board members.

This type of behavior can create a chilling effect on the board, discouraging effective governance and decision-making. Understandably, board members may feel compelled to respond in kind, offering rebuttals or clarifications. However, doing so often escalates the conflict, further straining relationships among board members, the complaining owner, and other residents who may take sides.

Strategies for Board Members to Consider:

1. Remain Focused on the Association’s Business Boards should not allow one disgruntled member’s opinion to derail or dictate their decisions. Board members have a fiduciary duty to manage the association’s affairs in accordance with its governing documents and relevant law. When necessary, consult with property managers, legal counsel, or other professionals to confirm that the board’s decisions are sound—but otherwise, stay the course.
2. Avoid Engagement on Social Media Do not respond to disputes or complaints on social media. Online discussions often become emotionally charged and exaggerated, which increases the risk of defamatory statements or reputational harm. Engaging in such forums rarely leads to resolution and can further entrench divisions within the community.
3. Handle Mass Email Appropriately If a member sends a complaint via mass email, the board’s response should be brief and succinct. A simple reply stating that the board does not address individual concerns through mass emails and advising the sender to use appropriate channels (such as the property manager or a designated association email address), is sufficient. Avoid responding to the substance of the complaint.
4. Consider Legal Counsel Involvement If the conduct becomes particularly disruptive or defamatory, consider having the association’s attorney send a formal letter to the owner. The letter can reiterate the appropriate complaint channels and put the individual on notice that continued public dissemination of false or damaging information may result in legal action.
5. Proactively Communicate with the Community If warranted, the board may choose to send a neutral, informative communication to all homeowners explaining how concerns should be raised and, if appropriate, correcting misinformation that has circulated. This can help educate residents and reinforce proper procedures.

In all situations, board members should maintain professionalism and avoid being drawn into emotional exchanges. Staying calm and measured in responses helps preserve the credibility and authority of the board. When issues become particularly complex or heated, consult with your legal counsel to ensure your response is appropriate and legally sound.

As communication technology continues to evolve, so too will the challenges of managing community discourse. If your association is facing similar issues or has questions about appropriate communication protocols between owners and the board, please contact our attorneys at (614) 228-0207.