What FirstService Residential does and who they are
FirstService Residential is a property management company that operates homeowners associations (HOAs) for residential communities across North America. They handle the day-to-day tasks that keep an HOA running: collecting dues, maintaining common areas, enforcing community rules, managing vendors, and organizing board meetings. If your HOA hired FirstService, they are the company your board contracted to run the administrative and operational side of your community.
FirstService is one of the largest HOA management firms in the United States and Canada, operating thousands of communities. They are a private company owned by Brookfield, a real estate and asset management firm. Being large means they have standardized systems and processes, but it also means your community is one of many they manage, so responsiveness can vary by location and staffing.
Understanding what FirstService does — and what they do not do — helps you know who to contact when something in your community needs attention, and what to expect from the process.
Key Takeaways
- FirstService Residential collects HOA dues, maintains common areas, enforces CC&Rs (community rules), and manages vendors on behalf of your HOA board.
- Your HOA board makes policy decisions and sets budgets; FirstService executes those decisions and reports back to the board.
- You contact FirstService for routine issues like maintenance requests, rule violations, or questions about your account; you contact your board for policy changes or disputes about how rules are enforced.
- FirstService charges a management fee, usually a monthly amount per unit, which is included in your HOA dues.
- Your community's CC&Rs and governing documents are the rules FirstService enforces, not rules FirstService creates.
The difference between your HOA board and FirstService Residential
This is the most important distinction to understand. Your HOA board is made up of homeowners elected by the community. They set policy, approve budgets, decide whether to raise dues, and determine how strictly rules are enforced. FirstService works for the board, not the other way around.
FirstService Residential is the management company hired to carry out the board's decisions. They implement the rules the board sets, collect the money the board budgets for, and report back to the board on what is happening in the community. If you disagree with a rule or think a rule is being enforced unfairly, the board is the body that can change policy. FirstService can only enforce what the board has told them to enforce.
In practice, this means: if your neighbor's yard violates the CC&Rs and FirstService sends them a violation notice, that notice comes from FirstService but the decision to enforce that rule came from the board. If you think the rule is wrong or unfairly applied, your complaint goes to the board, not to FirstService. FirstService's job is to follow the board's instructions consistently.
What FirstService handles on a day-to-day basis
FirstService's responsibilities typically include collecting monthly or annual HOA dues from homeowners, processing payments, and sending statements. They maintain a record of who has paid and who is behind. If you fall behind on dues, FirstService usually sends notices and may eventually refer the account to an attorney for collection.
They also manage the common areas of your community — landscaping, pool maintenance, parking lot repairs, lighting, and other shared spaces. FirstService coordinates with contractors and vendors, gets bids, schedules work, and tracks expenses against the budget the board approved. They respond to maintenance requests from residents and handle emergency repairs.
FirstService enforces the CC&Rs and community rules. If someone violates a rule — a car parked in a no-parking zone, a yard that is not maintained, a pet policy violation — FirstService sends a notice. They track violations, document responses, and escalate to the board if a homeowner does not comply. They also organize and attend board meetings, prepare financial reports, and handle correspondence between the board and residents.
How to contact FirstService and what to expect
Most FirstService communities have a local management office with a property manager assigned to your community. You can usually reach them by phone, email, or an online resident portal. Your HOA documents or community website should list the contact information for your property manager.
For routine matters — a pothole in the parking lot, a question about your account, a maintenance request — contact your property manager directly. They can usually respond within a few business days. For urgent issues like a water leak or a safety hazard, many communities have an emergency line.
Response times vary by community and by how busy the office is. Some property managers are very responsive; others manage many communities and may take longer. If you do not hear back within a week, follow up. If you have a complaint about how FirstService is handling something, you can escalate it within FirstService's office, or you can bring it to your board.
FirstService fees and how they affect your HOA dues
FirstService charges a management fee for operating your HOA. This fee is typically a monthly amount per unit — for example, $50 to $150 per month per home, depending on the size and complexity of your community and the services included. This fee is part of your total HOA dues, not separate from them.
The exact fee your community pays depends on the contract your board negotiated with FirstService. Larger communities often pay less per unit because the costs are spread across more homes. Communities that require more services — a large pool, extensive landscaping, frequent rule enforcement — may pay more. Your board reviews this fee periodically and can negotiate with FirstService or seek bids from other management companies if they think the cost is too high.
You can usually find the management fee listed in your annual budget or in the HOA's financial statements. If you want to know exactly what FirstService charges your community, ask your board or request the management contract.
Common issues residents have with FirstService
The most common complaint is slow response time. FirstService manages thousands of communities, and some property managers are stretched thin. If your maintenance request sits for weeks, that is a legitimate frustration. The solution is to follow up directly with your property manager, escalate within FirstService's office, or bring the issue to your board if it is a pattern.
Another common issue is rule enforcement that feels inconsistent or unfair. One neighbor gets a violation notice for a yard issue while another does not. This can happen because FirstService relies on reports from residents or board members, and not every violation is caught. It can also happen because the board has told FirstService to enforce some rules more strictly than others. If you think enforcement is unfair, document what you see and bring it to the board.
Some residents feel that FirstService prioritizes collecting dues over maintaining the community, or that they are too aggressive in pursuing late payments. This reflects the board's priorities — the board decides how much weight to give to collections versus maintenance. If you think the community's priorities are wrong, that is a board issue, not a FirstService issue.
What FirstService does not do
FirstService does not own your community or make final decisions about policy. The board does. FirstService does not decide whether to raise dues, change rules, or pursue a major renovation. FirstService implements those decisions once the board makes them.
FirstService also does not manage your individual home or your private property. They manage common areas and enforce community rules, but they do not enter your home, repair your roof, or maintain your yard unless you live in a community where the HOA is responsible for exterior maintenance (some are, some are not).
FirstService is not a government agency, and they cannot force you to do anything without going through a legal process. If you do not pay HOA dues, FirstService can refer your account to an attorney, but the attorney has to file a lawsuit or a lien. FirstService cannot straightforward take your home or your money.
Frequently Asked Questions
Can I contact FirstService directly if I have a problem with a rule enforcement?
Yes, you can contact your property manager to ask why a rule was or was not enforced. They can explain the board's policy or the reason for the decision. If you disagree with the rule itself or think it is being applied unfairly, you can ask to bring the issue to the board. The board is the body that can change or clarify how a rule is enforced.
What happens if I do not pay my HOA dues to FirstService?
FirstService will send you notices and statements. If you continue not to pay, they will eventually refer your account to an attorney. The attorney may file a lien against your home or pursue a lawsuit. You will owe late fees and legal costs on top of the original dues. Contact FirstService or your board when ready if you are having trouble paying.
Can FirstService change my HOA rules or raise my dues?
No. FirstService can only enforce rules and collect dues that the board has set. The board votes on rule changes and dues increases. If you want to change a rule or challenge a dues increase, you need to attend a board meeting and make your case to the board members.
How do I know if FirstService is doing a good job?
Look at whether common areas are maintained, whether maintenance requests are handled in a reasonable time, and whether the community feels well-run. Ask other residents what their experience has been. Attend a board meeting and ask the board how they evaluate FirstService's performance. The board should review the management company's work regularly and can replace them if they are not satisfied.
What if I want to switch to a different management company?
That decision belongs to your HOA board. If you think FirstService is not performing well, bring your concerns to the board in writing or at a meeting. If enough residents agree, you can push for the board to seek bids from other management companies. The board can terminate FirstService's contract and hire someone else, though there may be a notice period in the contract.