No matter how excellent you are at managing your rental home, you’re bound to encounter a complaint or two from a tenant. The most important thing is to learn how to handle such situations properly.
Knowing how to find the right resolutions for tenant complaints can help strengthen your relationship with your renters and earn their trust. It will also result in happy tenants who will consider renewing the lease for the long term. Tenants who feel that their complaints are dismissed or ignored will end up leaving so landlords should address complaints well.
Tenant complaints can be categorized into four areas, which makes it easier to resolve:
- Maintenance
- Noise
- Pest infestation
- Pets
Identifying and knowing how to resolve each issue can make you an outstanding landlord in your renter’s eyes.
Maintenance Complaints
One of the most frequent complaints landlords hear has to do with maintenance problems. No tenant likes being inconvenienced by a broken pipe, leak, or inoperable appliance.
Landlords must be quick to conduct an inspection once they receive a maintenance request. Few residents know how to properly diagnose a maintenance problem and the source of the issue may not be what the tenant initially pointed out. Landlords must often bring in a professional to locate the solution to the problem.
However, visiting the rental unit yourself allows you to speak with the residents and inform them how the issue will be resolved. It is best to let them know how much time the repair will take and to make a follow-up or ask for feedback after the issue has been fixed to ensure that all is well.
Noise Complaints
If a renter approaches you to complain about a neighbor creating noise, you can advise the renter to first communicate with the person to end the disturbance. If the tenant isn’t able to resolve the problem, you can handle the situation.
If the party concerned is another renter, it can be easy to resolve. You can send the renter who was reported for a noise complaint a reminder about property policies regarding limiting noise. You can also let them know about the implied covenant of quiet enjoyment. If the noise disturbance continues, then it may be time to consider an eviction.
If the neighbor is not a tenant, you can speak with them yourself, but if the issue is not resolved, you can make an official complaint with local law enforcement.
Pest-Related Issues
If a complaint about pest infestation arises, be quick to address the issue. A property infested with pests like termites, mice or bed bugs can be quick to drive tenants away.
Contact an exterminator right away and let your renters know when the extermination of pests will happen. To prevent the issue from crossing over to other rental units if you own a multi-family property, consider including all rentals. You can schedule this regularly to ensure the problem does not reoccur.
Pet Problems
If you accommodate tenants with pets, you might find yourself receiving a tenant complaint regarding a pet making excessive noise. When you encounter this issue, you need to talk with the pet owner. It will help to document your reminders by sending written notices.
If you receive reports of aggressive pet behavior, you must manage the problem immediately since injuries can occur leading to high medical costs and issues with tenant safety. Speak with the pet owner directly and make a quick decision to ask the renter to leave or rehome the animal if no prompt action is taken.
If it’s not noise or behavior causing the problem, it may be connected to unhygienic practices. For example, if the renter does not clean up after their dog, then you can speak with the renter about the duties of a pet owner. You can also point out the cleanliness clause for tenants with pets in your lease agreement. If you have issued several warnings but the issue continues, consider a tenant eviction.
Managing Complaints
As a landlord, you can expect to receive complaints from your renters for several things. When this happens, you need to exercise patience and be proactive. Be easy to reach to avoid escalating the issue. Leave renters with multiple ways to contact you.
Here are things to remember when dealing with a tenant complaint:
- Empathize and listen to your tenant to promote respect and understanding and improve your relationship.
- Avoid being dismissive of tenant concerns and strive to be open-minded.
- Tenants expect prompt action when they report an issue so act proactively.
- Document all tenant communications and keep notes about how the issue is handled.
- Keep the renter in the loop while addressing the complaint. Inform them how long the issue will be resolved, especially concerning property repairs and what specific action you have taken.
Bottom Line
Landlords need to take action right away when tenants report complaints. The quicker you resolve issues, the better your chances of keeping residents for the long term.
You can also opt to hire a property management company. They will handle tenant concerns on your behalf and will provide outstanding customer service as part of their tenant management services. If you’re seeking one, contact TrustArt Realty today!
