As a landlord or property manager, it might feel like your tenants are always complaining about something. Yes, you’re legally obligated to abide by certain tenant rights laws, but you still have the opportunity to resolve tenant complaints peacefully and diplomatically. We’ve put together the most common complaints heard from renters, and compiled 5 tips to help you deal with them all.
Common Complaints
To start, let’s cover what renters care about when it comes to their home or apartment. Along with the top-requested amenities renters want, they also don’t want to deal with the following:
- Noisy Neighbors
- Pests
- Appliance/Maintenance Issues
- Safety Concerns
Tips to Deal with Common Tenant Complaints
So, how exactly should you approach a renter’s complaint? Our five tips walk you through the process.
Now, let’s break down these tips individually.
Tip #1: Acknowledge the Complaint
First and foremost, your tenant wants to be heard. With that in mind, the first thing you should do when receiving a complaint is to listen. Give them time to explain themselves in full and, once they’re done, acknowledge their issue by repeating it back to them. This shows you’ve been listening and care about their concerns.
Tip #2: Clear the Air
By repeating your tenant’s complaint back to them, you’re also giving them time to process what they’ve said. It allows them to make any corrections and clarify any questions you have. Have a conversation about the complaint and make sure you understand the tenant’s expectations when it comes to a resolution.
Tip #3: Be Straightforward
In the same vein as knowing your tenant’s expectations, make sure to express yours, as well. Speak in a straightforward manner and leave your emotions at the door. Remember, this isn’t a personal problem your tenant has with you, it’s an issue with their living space. Get your message across respectfully and directly without taking personal offense to your renter’s complaint.
Tip #4: Provide a Follow Up Date
No one likes to wait around for an answer to their question, or in this case, a complaint. Even if you think your tenant is in the wrong, you still want to show respect and act professionally. When you have your first conversation — whether it’s over the phone, via email, or in person — be sure to let your tenant know when they can expect to hear back from you. Give them a time and date and stick to it. Not only will this allow your tenant to feel like they’re in the know, it will also save you from receiving countless follow-up calls and emails from said tenant.
Tip #5: Find a Solution
Whether it’s a noisy neighbor who blasts music at 11pm every night, or a broken lock on the front gate that needs to be replaced, taking care of your tenant’s complaint is perhaps the most important part. Speak to the noisy neighbor and remind them of the terms of their lease, or call a locksmith to repair the gate and ensure your tenant’s safety. Whatever route you go, just be sure to let your tenant know how you’re going to handle the problem.
Even if it’s something that can’t be resolved exactly the way they’d like it to be, speak to your tenant about your reasoning and explain it calmly and rationally to them. You might be surprised at how understanding they are when spoken to in a respectful manner.
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