Maintenance & Work Orders

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WHY WE ASK YOU TO SUBMIT A WORK ORDER
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When you have a maintenance issue or concern, it can be tempting to make a quick phone call or send an email. While those are helpful for updates, submitting a formal work order is the most important first step — and here's why it matters for the whole community.

 

The Bottom Line

A phone call can get lost. A work order in the system creates a paper trail. When the HOA Board can see a work order, we have the ability to keep our community manager accountable — tracking what was reported, when it was assigned, and whether it was resolved. Without that record, issues can fall through the cracks.

 

Submitting a work order:

• Creates an official record of the issue
• Gives the HOA Board visibility to track and follow up
• Ensures proper follow-up — requests don't get lost or forgotten
• Helps identify patterns (e.g., recurring problems that need a longer-term fix)
• Holds all parties — vendor, manager, and Board — accountable

Phone calls and emails are helpful for updates after a work order is in, but please use a work order as your first step.

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HOW THE SYSTEM WORKS
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Our community is managed through William Douglas Management. Once you submit a work order through their portal:

     • Our community manager typically reviews and assigns work orders daily
     • General maintenance is typically handled on Fridays for requests submitted earlier in the week
     • The HOA Board can monitor open and completed work orders to ensure accountability

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HOW TO SUBMIT A WORK ORDER
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Follow these steps to submit a work order through the William Douglas Management portal:

1. Go to the William Douglas website: hawhornemgmt.com
2. Sign in to your homeowner account
3. Navigate to the Work Orders or Maintenance Request section
4. Fill out the form with as much detail as possible — see "Tips for a Good Work Order" below
5. Submit the request and note your confirmation or work order number
6. Follow up by phone or email if needed, referencing your work order number:
   Garrison Polius — (704) 347-8900 — GPolius@wmdouglas.com

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TIPS FOR A GOOD WORK ORDER
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A clear, detailed work order helps Garrison assign the right vendor and gets your issue resolved faster. Include:

• Location — your address and the specific spot (e.g., "front yard near mailbox," "backyard gate")
• Description — what the problem is and when you first noticed it
• Urgency — is this a safety concern, or general maintenance?
• Photos — attach a photo if possible; it speeds up diagnosis and vendor dispatch
• Prior history — if this is a recurring issue, mention it

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QUESTIONS?
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Contact your community manager or an HOA Board member if you have trouble accessing the portal or submitting a request. We're here to help make sure every issue gets the attention it deserves.