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Resident Communication Preferences

Each resident can specify how they want to receive notices and communications from your HOA. Propty respects these preferences and ensures compliance with California law and SMS regulations (TCPA).

What you'll need
  • Access to the Residents section of your property
  • Resident contact information (email address and/or phone number)
  • Familiarity with your HOA's communication policies
California Law

California Civil Code § 4041 requires HOAs to allow residents to choose their preferred method of delivery for official notices: email (digital) or physical mail (paper). Associations must honor these preferences and maintain records of each resident's choice.

Setting Communication Type​

Each resident must specify whether they prefer digital or paper delivery of notices.

1. Go to the Residents section​

From your property dashboard, click Residents in the left sidebar.

2. Click on a resident​

Click the resident name to open their detail page.

3. Scroll to the Communication section​

On the resident's profile, find the Communication section.

4. Choose communication type​

Select one of these options:

  • Digital — The resident will receive notices via email and SMS. This is the default for most residents.
  • Paper — The resident will receive physical mail at their registered address or alternate mailing address.
nota

California Civil Code § 4041 requires that residents explicitly state their preference. Propty records the selection and the date it was made for compliance documentation.

5. Save​

Click Save to apply the preference.

Alternative Mailing Address​

If a resident prefers paper delivery but wants notices sent to an address different from their unit, you can specify an alternative mailing address.

1. Open the resident's profile​

Navigate to Residents and click the resident name.

2. Find the Mailing Address section​

In the Communication section, look for Alternative Mailing Address.

3. Enter the alternate address​

If the resident wants paper notices sent to a different address, enter:

  • Street address
  • City
  • State
  • ZIP code

4. Save​

Click Save. All future paper notices will be mailed to this address instead of the unit.

tip

Alternately mailing addresses are common for:

  • Residents who live out of state
  • Owners with property management companies
  • Second-home owners

Language Preference​

Propty supports multiple languages. Residents can choose their preferred language for notices and portal access.

1. Open the resident's profile​

Navigate to Residents and click the resident name.

2. Select language preference​

In the Communication section, choose the resident's preferred language:

  • English
  • French
  • Spanish

3. Save​

Click Save. Notices, invoices, and the resident portal will be served in the selected language.

tip

Setting language preferences is especially important for:

  • Non-English speaking residents
  • Canadian residents (French-speaking Quebec)
  • International owners

Text message (SMS) notifications require explicit resident consent per the Telephone Consumer Protection Act (TCPA). Propty logs all SMS consent to maintain compliance.

Resident SMS opt-in​

Residents opt into SMS themselves through the portal:

  1. They log into the resident portal.
  2. They go to their Account Settings → Communication Preferences.
  3. They provide their phone number and check a box confirming they consent to receive SMS.
  4. They save their preference.

As a manager, you can see each resident's SMS consent status in Propty:

  1. Go to Residents and click the resident name.
  2. In the Communication section, check the SMS Consent field.
  3. The field displays:
    • Status (Opted In / Not Opted In)
    • Consent Date (when they opted in)
    • Consent Source (Portal, Manual, etc.)

TCPA compliance tracking​

Propty automatically logs:

  • The date and time the resident consented
  • The method (portal, phone, in-person)
  • Their phone number
  • Any consent withdrawals (if the resident opts out)

This record is maintained for legal compliance and auditing.

Important

Managers cannot grant SMS consent on behalf of a resident. Residents must actively opt in themselves. This is a TCPA requirement. If a resident wants SMS but hasn't opted in, direct them to their portal account settings.

Disability Accommodations​

Propty provides a field for recording accessibility needs and accommodations for residents with disabilities.

1. Open the resident's profile​

Navigate to Residents and click the resident name.

2. Find the Accessibility section​

Scroll to the Accessibility or Notes section.

3. Record accommodation needs​

Enter any accessibility requirements, such as:

  • "Large-print notices"
  • "Screen reader compatible documents"
  • "Phone call instead of email"
  • "Documents in Braille"
  • "Mobility accommodation for meetings"

4. Save​

Click Save. This information is internal only and not shared with other residents.

nota

Accessibility accommodations are mandatory under the Americans with Disabilities Act (ADA). Recording them in Propty ensures your team remembers and honors each resident's needs.

Communication Preference Scenarios​

Here are common situations and how to handle them:

ScenarioAction
Resident wants to receive notices by email onlySet Communication Type to Digital; ensure their email is correct
Resident has a physical mailing address different from their unit (e.g., business address)Set Communication Type to Paper; enter the alternate mailing address
Resident prefers notices in SpanishSet Language Preference to Spanish
Resident is deaf and needs video relay serviceRecord in Accessibility notes; send digital notices with captions if applicable
Resident wants SMS notifications about late paymentsEnsure SMS Consent is enabled; set up SMS alerts in notification settings
Resident wants to opt out of SMS but keep emailEnsure SMS Consent is disabled; keep Communication Type as Digital for email

Best Practices​

  • Ask upon move-in. When a new resident moves in, set their communication preferences right away. Send a welcome email or packet asking how they prefer to be contacted.
  • Honor stated preferences. If a resident says they want paper notices, send paper even if email would be faster. This is required by law.
  • Confirm alternative addresses. When entering an alternate mailing address, confirm it with the resident to avoid mail going to the wrong place.
  • Document language preferences. Especially if a resident requires translation services, note this so your team remembers for future communications.
  • Review accessibility annually. Check in with residents who have accessibility needs to see if their accommodations are still working or need adjustment.
  • Maintain TCPA records. Keep SMS consent records for at least 3 years in case of disputes or audits.

Troubleshooting​

A resident didn't receive a notice they said was mailed​

  • Verify the mailing address is correct (check the resident profile).
  • If the address is wrong, correct it and re-send the notice.
  • Consider asking the resident to provide proof of address if there's a dispute.

A resident is getting emails but they requested paper only​

  • Check their Communication Type setting — it should be Paper.
  • Even if set to Paper, some system notifications (like portal invitations) may still go via email. These are separate from official notices.

A resident's phone number for SMS is no longer valid​

  • Update their phone number in the resident profile.
  • If they no longer want SMS, they can opt out themselves in the portal, or you can note that SMS consent is invalid.

A resident wants to receive notices in a language Propty doesn't support​

  • Currently, Propty supports English, French, and Spanish.
  • For other languages, you may need to arrange translation services manually or contact support to request additional language support.
  • TCPA compliance requires that residents actively opt in themselves.
  • If you manually set SMS consent, ensure the resident has actually approved this.
  • Document any consent you record manually (e.g., phone call where they agreed to SMS).

Can I force a resident to use email instead of paper?​

  • No. California Civil Code § 4041 gives residents the right to choose paper delivery.
  • However, you can offer incentives (e.g., "Receive notices 3 days earlier if you choose email").