Frequently Asked Questions
Question: Who do I call if there is an urgent matter related to the community after hours? (Examples: irrigation leak, gate inoperable, fire, etc.)
Hawaiiana Management Company has an emergency phone number for after hour emergencies. Homeowners can call (808) 593-6800 between the hours of 5pm to 8am Monday through Friday and 24/7 on weekends and holidays.
Question: I am new to the site don’t know where to find what I am looking for.
To quickly find what you need, find the search bar underneath the page tabs or at the bottom of each page. Enter a key word search for the topic and a list will be provided. Still having trouble? Use the “Contact Us” form to ask a question.
Question: I have a complaint. Who do I contact?
There are several options when communicating complaints, concerns, and issues to the association. Below are some recommendations.
- Communication should be in writing whenever possible to avoid misunderstandings or miscommunications. (All information is confidential)
- Email Leila Kaneshiro, Managing Agent, at leilak@hmcmgt.com.
- Provide a detailed account/description of the issue with as much documentation as possible (e.g. photos, supporting documentation, date/time/location of incident).
- Include name, address, phone number, and email address.
Question: Can I speak to someone instead?
Yes, homeowners can contact Kipuka’s managing agent, Leila Kaneshiro, at (808) 792-0509. Depending on the circumstance, the managing agent may request for the complaint/issue to be in writing.
Homeowners have three options when they want an issue addressed before the board. First, they can attend a monthly board meeting, which are held the 3rd Thursday of every month at 6:30pm at the Kipuka pool. Second, homeowners can write a letter and/or email to the board of directors c/o Hawaiiana Management (see below for address) . Lastly, homeowners can use the “Contact Us” feature of the website:
- Hawaiiana Management Address: Leila Kaneshiro | Management Executive
- Hawaiiana Management Company, Limited
- Pacific Park Plaza, Suite 700
- 711 Kapiolani Boulevard | Honolulu, HI 96813
Question: Who is the managing agent and who is the on site property manager? What is the difference?
Kipuka’s managing agent is Leila Kaneshiro with Hawaiiana Management, who handles Kipuka’s daily operations. A managing agent performs the day-to-day management tasks, taking primary responsibility for administrative, record keeping requirements, and assisting in the physical management of the association. The managing agent provides the board of directors with regular financial and other management information, as well as provide guidance/context for decisions. The managing agent has a duty to individual owners, but takes direction from the board of directors.
Kipuka’s on site property manager is Natalie Canoy-Paiva with Pacifico Facility Management & Maintenance. An on site property manager is responsible for the day-to-day operation in Kipuka ensuring that the property is well maintained. On site managers routinely inspect the grounds, facilities, and equipment to determine whether maintenance or repairs are needed. They also meet with residents to provide assistance with anything related to Kipuka such as landscaping, trash, gate, pool, etc.
- If an issue relates to your Kipuka account or a complaint, you would contact Leila Kaneshiro with Hawaiiana Management.
- If an issue relates to Kipuka property, you would contact Natalie Canoy-Paiva with Pacifico Facility Management & Maintenance.
Question: What if I get it wrong and call the wrong person?
Kipuka’s managing agent and on site property manager work together in tandem. If an issue is elevated to the wrong individual it will be forwarded to the correct person for resolution.
Question: I am a tenant. How do I complain? Can I attend a board meeting?
Tenant residents of Kipuka entered into a private contract with the homeowner and/or property manager for the home. This means that all issues, complaints, and questions need to be addressed through your homeowner landlord and/or designated property manager. Homeowners and property managers, as the designee for the homeowner, can address issues with the managing agent directly. Property managers are the best resource for tenants. Board meetings are restricted to homeowners only, therefore, tenants and property managers may not attend meetings.
Question: I don’t have a property manager and the homeowner lives out of state. What do I do? Can I contact the board, managing agent, or on site property manager?
Hawaii state law requires homeowners hire a property manager when they are renting out a property in Hawaii and no longer live in the state.
Hawaii Revised Statutes Section 521-43(f) provides:
“Hawaii law requires that a landlord who does not reside in Hawaii but is renting out the landlord’s Hawaii property, or who resides on a different island than where the property is located, must hire a Hawaii property manager who resides on the same island where the landlord’s rental unit(s) is located.”
If your landlord lives out of state and did not provide a property manager, contact them right away. They may not know about this law, but still need to comply with it. The board, managing agent, and on site manager can only assist homeowners and/or property managers. Adhering to this law protects the homeowner and tenant.
Question: I am a tenant. What are governing documents? How can I follow the rules when my property manager didn’t provide them?
Governing documents are the legal documents that established our community and by which the association is governed. Governing documents are rules that the community is expected to adhere to. Every homeowner received their governing documents and should provide them to their tenant. If not, ask the landlord or property manager for a copy right away. If a community rule is violated the homeowner is warned and subsequently fined if the violation is not remedied. The landlord/property manager can transfer those fines to the tenant that is residing in the property. Ultimately, get to know the governing documents to avoid warning letters and fines.
Question: The front gate and/or exit gate is stuck open, who do I call?
If the entrance or exit gates are stuck open, it is not considered an emergency, as residents can still enter and exit the community without obstruction. It is standard practice to wait until the following business day to call for service when the gates are stuck open, helping to save costs for the association. In this case, we encourage residents to message the association by sending a message using the “contact us” page.
Question: The front/exit gate is stuck closed and I can’t get in or out of the community. Who do I call?
The gates are only considered an emergency if one or both of the entrance and exit gates are stuck closed, preventing residents from entering or exiting the property. In this case, immediate intervention is required, and Hawaiiana Management Company’s after-hours emergency service should be contacted at (808) 593-6800.
Question: Who do I contact for a pool and/or gate fob?
Natalie Canoy-Paiva, on site property manager, issues pool and gate fobs to homeowners and property managers. She can be reached at (808) 829-6027 or via email at natalie.kipuka.pfmm@gmail.com. Registration is required prior to distribution. Pool fobs cost $10.00 and gate fobs cost $50.00. Checks are the only form of payment accepted and can be made payable to AOUO Kipuka at Hoakalei.
Question: My pool and/or gate fob isn’t working. What do I do?
Contact Natalie Canoy-Paiva at (808) 829-6027 or email natalie.kipuka.pfmm@gmail.com. She will provide further guidance on how to resolve your fob issue. Please allow 72 hours for a response. Only homeowners and property managers can be assisted.
Question: I need to have my gate directory information updated, whom should I speak with?
Natalie Canoy-Paiva handles all gate related issues including repair, maintenance, and updates. She will be the best resource in updating the gate directory and ensuring proper functioning of the gate. She can be reached at (808) 829-6027 or via email at natalie.kipuka.pfmm@gmail.com. Please allow 72 hours for assistance excluding emergencies.
Question: Why doesn’t Kipuka offer recycling?
Kipuka is a private community with trash service included in the monthly dues paid by homeowners, and recycling is not included. In addition, there is only one company (our vendor) on the entire island that offers trash service to private communities.
Question: I have a large family and one trash can is not sufficient. Can I purchase another trash can?
No. Kipuka has a refuse contract for one trash receptacle pickup per household once a week. We are unable to change the terms of the contract for individual households, which means the Kipuka association would have to renegotiate the contract. In 2022, the board of directors determined that the majority of homeowners in Kipuka do not want/need additional trash service or the increase in dues that would necessitate. If residents have excess trash there is a refuse center less than 3 miles from Kipuka. Ewa Refuse Center is located at 91-1000 Geiger Road in Ewa Beach. Hours of operation are 7am to 6pm daily (except Christmas and New Year’s Day). Their website is https://www.honolulu.gov/opala/quick-links/waste-drop-off-locations/rules-for-residents.html. For your convenience, Ewa Refuse has a live camera to view the lines at: https://www.youtube.com/watch?v=hUhTJhCnOOc.
Question: What happens if I put out a second trash can or place excess trash on the side of my receptacle?
Kipuka has a trash policy and governing documents that outline the rules for trash. All trash must be bagged and inside the receptacle, no exceptions. Furthermore, additional receptacles are not permitted in the community. The site manager, as part of inspections, will document if a home has an extra receptacle and/or trash is left outside of the bin and a violation letter will be generated for not complying with association rules. After the initial warning letter, fines are imposed. It is recommended that residents with excess trash drive to the Ewa Refuse Center to dispose of extra trash.
Question: How does cable, internet, and phone work in our homes? Aren’t residents supposed to connect cable?
No. As a private community, Kipuka has negotiated a contract with Spectrum cable services. Consequently, cable, internet, and phone are all included in the monthly dues that homeowners pay. As residents move in and move out, they are supposed to leave the internet and cable equipment in the home for the next resident.
Question: The previous owner did not leave the cable receiver and internet equipment in our home. What can I do?
From time to time this happens in the community. Contact Spectrum at 808-582-6100 or visit their website at www.spectrum.net to request a cable box and modem. There is a Spectrum store located at 4450 Kapolei Parkway, Bldg J in Kapolei. They can be reached at 808-586-2620. Inquire on their hours of operation.
Question: How do I find out how much water I am consuming? I don’t want to wait for the Hawaiiana statement to budget for my water.
Each home has its own water meter located outside of their home near the garage on the lawn. On the first of every month, a water meter reading is generated for every home and electronically sent to Guardian Water & Power, who manages Kipuka’s water meter system. Within the first week of every month, that information is transmitted to Guardian’s online portal where homeowners can log in and view their consumption and related water bill.
Question: How do I access the Guardian website and create an account for myself?
A detailed PDF file has been uploaded to the FrontSteps private portal, which is only for homeowners, with instructions on how to create an account. Log into FrontSteps and click on “documents” on the upper left side of the page. A drop down menu will appear, click on “internal documents”. Folders will appear, click on “Important Miscellaneous”, and then on “Guardian Instructions”. Follow the instructions.