With being a good landlord, one of the most useful skills is learning to manage tenant complaints. Tenants are the backbone to your success in the rental business, so you want to ensure you always respond to their concerns.
In this post, we’ve listed some of the most common tenant complaints and outlined how to solve them.
Let’s get into it!
Issue 1: Demand for Security Deposit Refund
While some tenants are patient, some can hound you to return their security deposit right away. Some may also complaint if deductions are made.
To resolve this, sit with your tenants during the lease signing and walk them through the entire security deposit clause. Ensure they understand what deductions can be made and the refund process.
By doing this, tenants will understand the reasons their security deposit refund was not returned right away, or the reason their refund is only partial. This will also encourage tenants to keep property damages minimal and the unit reasonably clean.
Issue 2: Property Repair Request
While it’s true that not all property maintenance requests are urgent, it’s still your duty to update a tenant. Make sure that a proper report system is established. This will help prevent the request from getting lost in the flurry of numerous daily tasks you face.
Classify urgent matters and outline them in the lease agreement in order to manage the renters’ expectations. They must know the difference between what constitutes an emergency and what doesn’t. If the matter affects the livability of the tenant greatly, then this repair request must be acted upon immediately.
Ensure that the renter knows where and how to report a maintenance issue. If the issue is non-urgent, provide the tenant with a timeframe, as well as regular status updates. Once the repair is complete, ask for feedback to know whether the issue was resolved to the satisfaction of the tenant.
If you have a non-essential request, such as repainting the unit a different color, deal with it in a firm but tactful way.
Issue 3: Noise and Disturbances
As a landlord, it’s one of your responsibilities to let a tenant experience quiet enjoyment in your premises.
Some noises are uncontrolled, such as outside traffic and neighborhood pets. However, you can take steps to find solutions for disturbances within your control. For instance, create policies that discourage tenants from being a source of disturbance, especially at nighttime.
You can also send notices to tenants creating the disturbance and remind them of the policies stated in the lease. If the disturbances continue, you can evict a particular tenant.
You can also consider setting up soundproof walls and sealing gaps so external noise is limited.
Issue 4: Lack of Landlord Response
When a tenant has a concern, they seek your help. If you are hard to reach, it can be frustrating. So, always ensure you are readily available to help your tenants through phone calls, messages or visits.
You can create a system where tenants can report their issue. Then, be sure to give a status update within a reasonable time. If you’re in the middle of something important, you can message the tenant to let them know that you’re aware of the issue and will provide feedback as soon as you can.
Provide an outstanding customer service and make your tenants feel that you’re always around to answer their concerns.
Issue 5: Lack of Privacy
Tenants have a right to their own privacy. While there’s nothing wrong in being a meticulous landlord, certain limitations need to be observed.
Always provide reasonable notice before conducting a property inspection. Don’t just drop in unannounced as renters might be occupied or have scheduled activities. You want to avoid pushing a tenant to break the lease for this reason.
Here are some things that breach a tenant’s privacy. Do not:
- Read a tenant’s mail without permission
- Enter the rental unit for no particular reason.
- Show up unexpectedly very frequently.
- Spy on the tenants’ activities to catch them committing a violation.
In general, respect your tenant’s privacy and trust that they’ll follow the policies stated in the signed lease.
Even if conflicts are inevitable, avoid causing or escalating an issue by being non-responsive. It’s true that you may have many duties as a self-managing landlord, but that doesn’t give you leeway to provide low-quality service. A bad service will cause tenants to search for other rental properties to transfer to.
If you’re short on time or lacking industry knowledge, hire a property management company that offers full management services. At Real Canadian Property Management Solutions, we do just that! You’ll enjoy the break from responsibilities, while finding great comfort that your tenants are in good hands.
Contact us today for more information!