Tenants are the lifeblood of the property management business. In nearly all cases, the tenant/property manager relationship is a pleasant one. Beyond the rent collection and technical aspects of the business, you have the chance to connect and make a positive difference in their lives, and they in yours.
Yet there are tenant complaints. When analyzed and classified, most complaints fall into these six categories.
1. Maintenance or Work Orders
One of the major complaints that tenants make is “My landlord does not listen to my work order request. It takes them forever to fix the problem when they finally get around to it.”
This particular statement can be true in following two cases:
- Management does not receive the request in proper order
- Management does not have enough resources on hand.
The management should inform the tenants in detail and clearly how to file the request order. A phone number. a procedure to file the request order, and instruction on how to use the tenant maintenance module or communication portal should be explained in the lease.
2. No Privacy
Management team or landlord has right to come to the property, but not in a way that the tenant think that they are losing their privacy.
Let your tenant know well in advance that you will be coming to the property and for what reason. Even if you are going there to do the repair work you should schedule it well in advance with the tenant.
3. Bad Customer Service
Another common complaint that tenants have is that their landlord and his or her team do not talk with them nicely and look down on them.
One should always talk to the tenants nicely and listen to them even if it is not in their interest. This is true not only for the property manager, but also everyone in the office, in maintenance or the subcontractors hired to provide support. People are just people, after all, and pleasant conversations and interactions are critical to tenant retention and community reputation.
4. Security Deposit Refund
One of the major thing that bothers tenants are that landlord didn’t refund the deposit entirely or not on time. This image can reflect badly on the business.
During the time of leasing, landlord should provide a checklist of items and if possible take photos of the house so that there is no dispute later. During the move-out time, provide your tenant with the detailed explanation of the charges that are recovered from the deposit in lieu of broken items or damage. Attach the photos of the damaged walls or appliances etc. This will save a lot of money and tension to both the parties.
5. Unnecessary Application Fee
Common complaint from tenants is that “we have to pay application fee which is a waste”.
Show your tenants politely the benefits of application fee and the credit and background check reports. Sometimes people cannot foresee the benefits and they need to be explained in a different way. Tell them that this is for their and their family’s safety so that the management does not rent the premises to an unwanted person who can pose a safety threat to nice people living here.
6. Noise Issue
If you have multi-story complex, one of most common complaints is that “the people living on the floor above me make lot of noise”.
Try and talk to both the tenants separately without making personal judgment and accusation remarks. If needed and if there is availability, offer to have one of them to move to a different apartment number. Offer an extra layer of padding in the carpet to better soundproof higher floors.
The most important thing in receiving and resolving tenant complaints is to listen to their concerns. When you understand the issue, you can best offer and implement a solution that is fair and equitable to all parties.