Regardless of the number of times a problem occurs, it is your duty to handle these issues promptly in the most effective way possible.
Properly handling a tenant's complaints and issues can go a long way in improving your reputation and retaining your renters. If tenants feel as though their needs are being addressed, they'll be more likely to rent long-term. They'll also be more likely to recommend your properties to other potential tenants.
In this post, we've put together some of the most common tenant complaints and we are offering our best solutions for each problem.
Keep on reading!
1. Maintenance and Repair Issues
Tenants can often complain about maintenance, especially if the property maintenance is not to standard.
You should ensure that your property is always in perfect condition and that all service providers carry out their duties as required and on time. By doing this, you will avoid some of the frequent tenant complaints.
The first step to handling such complaints is setting up an effective resolution system. Your lease should clearly state the steps to be taken when a tenant raises a maintenance request or complaint. It should outline the expected response for different maintenance requests or complaints, and indicate how to go about handling an emergency maintenance issue.
Ensure that you promptly respond to all requests and if possible, provide a time frame on when the issue will be resolved. Make sure to inform the tenant on any changes that may be made and follow up after the issue has been resolved. This shows that you are committed to providing your tenants with quality service.
2. Noisy Neighbors
Sometimes, if a tenant makes a lot of noise, a neighboring tenant will make a complaint.
As the landlord, it is your responsibility to ensure that all your tenants are comfortable. You should be aware this is per the "Implied Covenant of Quiet Enjoyment," which cannot be waived.
To resolve this complaint, you can consider increasing insulation and adding soundproofing. This can go along way to reduce tension level between tenants. But, as a landlord, you may not be able to afford such a move.
So, alternatively, you should reach out to the tenant causing the noise and inform them that it is not right to disturb other people's peace. Ensure that your lease agreement incorporates tenant's responsibilities and has penalties to those who do not follow them.
3. Pest Invasion
Sometimes, there are pests that invade properties. It's possible that it's due to a natural cause, but it is very important to mitigate such issues. Pests, such as cockroach and rodents, can be very frustrating for tenants.
You can get ahead of this problem before it surfaces by carrying out routine fumigation in your property. Also, ensure that all tenants uphold good hygiene practice to avoid attracting rodents.
4. Poor Communication
Tenants may feel that important information is not relayed to them on time or never gets to them at all. For instance, if there are noisy renovations planned to take place, or a power or water outage, you should warn your tenants in advance.
It is important to inform tenants in advance so that they can plan or reorganize their activities.
Additionally, ensure that you provide multiple accessible ways for tenants to reach you. It's a good idea to set up a tenant's portal where you can post important messages and issues. The portal can be very useful since tenants can access it on their mobile phones.
5. Poor Customer Service
If you speak rudely to your tenants, there is bound to be a complaint. You must be respectful and treat your tenants fairly. Your property is home to your tenant.
Remember that your tenants are very critical to the success of your investment property. Bearing that in mind, ensure that you always act in a professional manner when dealing with tenants. Disagreements should be handled in a timely manner and end amicably.
6. Pet Complaints
If you allow pets in your property, you may experience pet-related complaints.
Some of these complaints may include:
- A pet's aggressive behavior
- Loud noises from the pets, such as barking
- Unattended waste from pets
In such a case, reach out to the tenant and ask them to find ways to mitigate the issue.
Also note that when making your lease agreement, ensure that you clearly state whether pets are allowed on your property or not. If you allow pets, specify the type of pets allowed.
If you don't allow pets, but a tenant has one nonetheless, then you can simply serve them an eviction notice. Ensure that you follow the guidelines dictated by the law on how to evict a tenant who fails to abide by the terms of the lease.
Those are some of the most common tenant complaints you may encounter. It is important to make sure that you address these issues as soon as they are raised to avoid further conflict.
If you need help managing your units or dealing with tenants, reach out to Windermere Property Management. We are a leading Spokane property management company. Our team can effectively and efficiently handle your tenants as well as all your other property management needs.