Handling Tenant Complaints

By E-Renter Tenant Screening
Posted on March 14, 2013 under Landlord Tips | Be the First to Comment

We recently noticed a news story about a tenant complaining her landlord asked her to post a “Do Not Flush Tampons” sign in her bathroom. Apparently, the landlord blamed the tenant for plumbing problems in the four-unit building that was built in 1945.

The story unleashed quite a response, mostly consisting of stories describing plumbing problems caused by all kinds of things that shouldn’t be flushed. Whether the landlord was justified in asking the tenant to post the sign was no longer the focus.

Interacting with tenants invariably means dealing with complaints—whether they’re about you, the neighbors, the heat or any of the other approximately 10,000 subjects tenants complain about.

Here are some tips for handling tenant complaints:

• First, it’s important to establish good communication with tenants from day one. While you don’t want to encourage them to find fault with everything, do let tenants know that you want to know when they have a problem. Having the opportunity to make repairs keeps your property in top condition, and allows you to check on how the tenant is treating his or her unit.
  
• Devise a tracking system. Ask tenants to make requests in writing, and follow up in writing. Create an official form and have tenants complete it, or accept requests by email. You never know when you’ll need written records to back up your actions, so make this a standard procedure.
  
• Record details of how you handled the complaint. Include dates, times, notes about repairs made and when you followed up with the tenant. These details are important in case the tenant withholds rent for non-performance.
  
• If a tenant complains about fellow tenant’s behavior, parking habits, noise or other issues, don’t ask them to handle it on their own. Approach the offending tenant, point out the lease provision that prohibits whatever behavior that is offending the other tenant, and ask them to stop. It’s best to not identify the accuser. If the behavior continues, move on to written notices.

Most tenants will have issues at some time or another. Experienced landlords know that this is part of the job. But how you handle complaints can make a big difference in your tenant relationships, your stress level and your success.