How RealManage Ensures a Smooth HOA Management Transition: The Arts Residences Case Study

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Switching management companies can feel overwhelming for any community. Residents rarely see what happens behind the scenes during a management transition—and that’s exactly how it should be.

When The Arts Residences, a 59-unit luxury condominium in San Antonio, Texas, transitioned to RealManage, the goal was to make the change feel effortless for residents and the board while laying the foundation for long-term success.

That’s exactly what the RealManage Elevated Onsite team is built to deliver. As RealManage’s premium management service for master-planned communities, luxury high-rises, and other complex properties, Elevated Onsite combines dedicated on-site leadership, disciplined operations, and connected technology to deliver a hospitality-inspired management experience.

Led by Kendall Abbott, Vice President of Transitions and Client Success, the Elevated Onsite team has successfully transitioned numerous associations, consistently turning complex transitions into seamless, well-executed successes.

The transition at The Arts Residences is an excellent example. Seeking to move away from a developer-affiliated management company, the board wanted a more responsive, client-focused management partner. Board President Karen Miles and her fellow board members selected RealManage Elevated Onsite to lead the transition.

The First Challenge: Filling a Critical Staffing Gap

The transition encountered an early obstacle when the board’s selected general manager was unexpectedly unable to onboard, leaving a critical staffing role unfilled.

Kendall Abbott acted quickly to keep the transition on track. She appointed Lisa Gonzalez, an experienced Client Success Manager, to serve as Interim General Manager for six weeks, ensuring leadership continuity and uninterrupted support until the permanent General Manager was in place.

The results were immediate. Board President Karen Miles stated:

“Lisa has done an amazing job as our interim GM. I have received numerous compliments about her from Arts residents, concierges, and various hotel team members. She has accomplished more in the several weeks she has been here than our prior GM accomplished in six months. On behalf of the Board, we very much appreciate her efforts and accomplishments.”

This approach — deploying senior managers as interim GMs during transitions — reflects RealManage Elevated Onsite’s standard practice for protecting communities from disruption when unexpected staffing issues arise.

How RealManage Resolved a Last-Minute Insurance Lapse

Beyond the staffing challenge, the team faced another critical issue during the transition: the community’s insurance policy was set to lapse with very little notice from the outgoing management company.

Fortunately, RealManage Insurance Services (RMIS) gave Kendall Abbott and her team immediate access to the expertise they needed. With little time to act, they partnered with RMIS to:

• Assess the community’s insurance needs
• Evaluate available coverage options
• Secure a stronger policy at a competitive rate before the existing coverage expired.

What could have been a major disruption became a seamless solution.

This outcome illustrates the value of having integrated insurance resources rather than relying on external brokers. It gave the RealManage team the speed, expertise, and coordination needed to protect the community during a vulnerable transition period.

What Makes RealManage Elevated Onsite Management Different?

With a hands-on approach and deep industry expertise, Kendall Abbott and her team continue to orchestrate seamless community transitions, stepping in as interim General Managers when needed, fostering strong relationships with board members, and solving challenges before they impact the community. Their ability to adapt, problem-solve, and lead with confidence reflects what sets RealManage Elevated Onsite team apart from traditional HOA management companies:

• Dedicated on-site leadership: Experienced on-site managers provide visible leadership, oversee daily operations, support boards, and deliver an exceptional resident experience.
• Interim GM coverage: Senior team members can step in as interim General Managers when a community experiences a staffing gap, ensuring uninterrupted leadership and service continuity.
• Integrated insurance resources: Through RealManage Insurance Services (RMIS), communities benefit from in-house insurance expertise, enabling teams to respond quickly when coverage issues arise.
• Transition-focused leadership: Experienced transition specialists manage every stage of the onboarding process, minimizing disruption for boards, residents, and community operations.
• Connected technology: RealManage’s integrated technology platform supports greater visibility, operational efficiency, and communication throughout the community.
• Enterprise-wide expertise: On-site teams are backed by specialists across finance, insurance, technology, Community Asset Services, and client success, giving communities access to expertise whenever it’s needed.

Ready to Transition Your Community?

If your HOA or condo association is considering switching management companies, RealManage Elevated Onsite Management specializes in transitions that protect communities from disruption — even when unexpected challenges arise. Request your proposal today.

Frequently Asked Questions

What is RealManage Elevated Onsite Management?

RealManage Elevated Onsite Management is RealManage’s premium management service for large, luxury, master-planned, and high-rise communities. It provides a dedicated on-site management team backed by RealManage’s nationwide network of experts and CiraNet technology to deliver exceptional service, operational excellence, and an enhanced resident experience.

How does RealManage handle an HOA or condo management transition?

RealManage assigns a dedicated transition team led by experienced Client Success Managers and transition specialists. The team manages the handover of financial records, vendor contracts, insurance documentation, and resident communications. Where needed, senior RealManage staff serve as interim general managers to maintain service continuity throughout the transition period.

How does RealManage handle insurance lapses during a community transition?

Through RealManage Insurance Services (RMIS), the transition team has direct access to in-house insurance professionals. When a lapse risk is identified — even on short notice — RMIS specialists assess the community’s needs, source coverage options, and bind a new policy quickly. This eliminates the delays that come with routing insurance problems through external brokers.