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Tellico Village POA reports stronger‑than‑expected February results and survey findings; residents press on water costs and reserve figures
Summary
POA staff presented a balance scorecard showing high resident satisfaction in areas such as golf and customer service, HelpSpot response improvements, and financials with expenses and gross profit better than plan; residents asked for clarity about water costs and the reserve balance, which staff reported as $37 million.
POA staff presented an updated balance scorecard and financial snapshot that the board described as "exceeding expectations" in several categories, while residents used the public comment period to press the board on the costs of water service and reserve balances.
Joel presented the balance scorecard beta and early property‑owner survey findings, saying the survey will be 13 questions and take about 10 minutes; initial beta results showed golf and parks & rec rated highly while satisfaction with the cost of POA‑provided water service was among the lowest scores. Joel also flagged improvements in customer experience and HelpSpot response times, reporting year‑to‑date HelpSpot responsiveness of roughly 85 percent.
Judy presented financial results for February and year‑to‑date, reporting expenses about 9 percent better than plan and gross profit 4 percent better than plan for February and 7 percent year‑to‑date. Judy said stronger water and sewer margins and controlled expenses were primary drivers and noted two lot sales and favorable interest income helped reserve contributions. When asked by an online participant about reserve balances, a board member clarified the POA’s reserves remain at $37 million (not $10 million as the question suggested).
Residents who commented in person raised questions about the cost and scope of hiring an advisory/search firm and whether that cost is reflected in the 2026 budget; staff said the cost is not yet known and communication plans will be determined once the amount is known. Joel and other presenters said the scorecard will move from February snapshots to a year‑to‑date dashboard over the next months so the board and residents can track trends.
What to watch
- Survey rollouts: staff plans a full property‑owner rollout after beta testing; customer experience and HelpSpot metrics will be refreshed monthly. - Budget communication: residents requested clearer information on whether advisory‑search costs and other one‑time items are included in the 2026 budget; staff said communications will follow once costs are determined.
Quotes
"How satisfied are you with the cost of POA provided water services?" Joel said the water cost item was the lowest scoring in the survey beta.
"No we are not down to 10 million in reserves. We still have 37 million in reserves," a board member said in response to an online question.
