The way you handle tenant complaints will have a major impact on your success as a rental property owner and manager. The good news is that our experience has proven most tenants don’t complain. The bad news is that if complaints go unanswered, you will face serious challenges with your tenant. These are some of the ways that professional property managers deal with tenant complaints.
Respond Quickly When You Receive a Complaint
If your tenant calls and leaves a voice message with a complaint, it’s important to return the call. If the tenant ends an email, it’s important to respond to that email. Even if you don’t have an answer or a resolution right away, make sure you take the time to respond. Let your tenant know you are going to handle the complaint, and how soon you plan to do it.
Take Complaints Seriously
All complaints must be taken seriously, whether your tenant is upset about noise, large gatherings on the property, or possible drug use. Don’t brush any complaints aside, no matter how minor they may seem to you.
Consider Legitimacy and Safety
Consider if the complaint is legitimate. Complaining about the color of the walls or the grass in the backyard are not as serious as a complaint about a stove that has problems lighting. You want to consider safety issues first, and treat them immediately. Address the issue and follow up with the tenants, letting them know what will be done and when.
Responding to Complaints Reduces Vacancy
After the issue is addressed, send a note to your tenant by mail or email noting what has been done and asking whether the tenant is satisfied. If you don’t treat a tenant complaint seriously, you’ll have an unhappy tenant and the situation can escalate. Unhappy tenants do not renew leases. Reducing vacancies and keeping margins up is an important part of successfully managing a rental property.
If you have any problems managing tenant complaints and you need some help, please contact us at Crest Premier Properties.