March 20, 2020 – Los Angeles Board Members – Practices at Some Buildings in Response to COVID-19

Dear Board Member –

As you are well aware, each day now brings new challenges in how we respond to COVID-19.  In California, the ‘Safer at Home” order has been issued.  However, at this point, Action Property Management’s services have been deemed “essential services.”  Therefore, our operations to serve you continue as “normal” at this time.

I also want to note to you that Action has built a robust “on-call” team in Los Angeles with dozens of personnel trained in Action’s systems and ready to fill-in where needed.  This means that we have the resources ready and available to fill shifts that might open due to illness, quarantine or other reasons. 

We continue to be committed to partner with you in guiding your building operations through these volatile times.  In that spirit, we want to regularly highlight some of the practices and protocols that some buildings have implemented.  You may have already taken some of these steps, or some of these steps might not be optimal for your building.  But some ideas might be helpful for you – or spur other ideas that would be of benefit in your building. 

So, here is some information regarding some of the approaches that other buildings are taking:

Guest Restrictions: Some Boards have raised the question regarding whether or not any guests should be restricted in buildings at this time.  As of March 19, 2020, most of the associations we manage in California have not restricted guest access in buildings.  Here are some notes on this subject where restrictions have been implemented:

  • In virtually all buildings, deliveries from UPS, FedEx etc. have been restricted from going directly to units.  Rather, such deliveries are being made to the front desk.  See below under package delivery and meal/grocery delivery for more on this subject.
  • Some buildings have restricted re-models or have asked all non-essential in-unit work to be postponed.
  • Some buildings (but very few) have restricted move-ins and move-outs.
  • Some buildings have made requests that large item deliveries be postponed.
  • One building has restricted realtors and encouraged virtual tours for now.
  • It does not appear that any buildings have placed restrictions on nannies, dog-walkers, caregivers, etc.

We advise that Boards seek legal counsel from their own HOA attorney before imposing any restrictions.

Amenity Closures:  Many of our communities are considering the closure of various amenities.  The following is a summary of the percentage of Action clients in each major region who have closed various amenities:





Fitness Center/Gym

Inland Empire




Los Angeles




Orange County




San Diego




Bay Area




Package Delivery:  Some buildings have added staff to assist in the delivery of packages to front doors.  There are pros and cons to this approach.  Biggest motivation for this approach is to minimize traffic in lobbies (by eliminating residents going to lobby to retrieve packages) and reducing interactions with front desk staff.  Usually staff would deliver package to door, knock and leave package.  This could be supplemented with a phone call notifying resident of package delivery.  By leaving before the door is opened, social distancing is maintained. Downside is additional cost of staff and potential increase in theft if packages are left at doors if no one answers.   However, some buildings are assuming that knocks will usually be answered because, right now, units are usually occupied.  Some buildings simply require residents to call down for package and delivery is made when they make the call.

Meal/Grocery Delivery:  Same approach as with packages, but with meals and grocery delivery.  Motivation is to keep delivery personnel from roaming hallways and to keep residents from leaving their units to pick up at desk.  Pros and cons similar to package delivery, but with even more assurance of someone being home when order is made and food/groceries delivered.

Parking for Staff:  One of the concerns in some buildings is the risk that a building team member might be exposed while traveling to work on public transit.  This would result in a potential sickness for that team member, who may also infect other team members and/or residents.  In addition, public transit is being limited in some areas. To protect against this, in buildings where this is feasible, residents who have extra parking in the building have temporarily allowed building team members to use those parking spaces.  This encourages the staff to drive themselves and avoid the exposure on public transit.  The General Manager can help coordinate these efforts where it makes sense.

We will continue to bring you other ideas and suggestions as we see how various buildings and board members respond to the situation at hand.


PS:  Check out all of our communication on COVID-19 at this link: