Landlords can expect two things right: The profit potential is huge, and tenants will complain.
Homeownership has its natural ups and downs, with ongoing maintenance issues, frustrating neighbors, and even the occasional financial hardship. As a landlord, you’ll need to deal with these issues as your tenants arise, so it’s important to know how to deal with tenant complaints and concerns.
We’ll walk you through common tenant issues, the step-by-step process for resolving complaints, and what you can do to proactively prevent problems.
Step-by-step process for handling tenant complaints
Tenant complaints are an important part of a landlord’s job, but this step-by-step process can help tenants stay satisfied and protect themselves, with extensive documentation and a clear approach to resolving issues promptly and appropriately.
1. Confirm receipt of complaint
The first thing a landlord should do is notify the tenant that they have received a complaint. This gives tenants peace of mind as they can rest assured that you are aware of the problem and actively looking for a solution.
2. Investigate the problem
Get as much information as possible about current issues.
For example, if a tenant complains about a cockroach infestation, call an exterminator to identify the problem and provide a solution.
If they complain about a noisy neighbor (and another tenant), try to learn more about when the neighbor is noisy, what kind of noise they make, and whether the noise level is legally acceptable according to local regulations.
3. Communicate findings
Report your initial findings to the tenant and explain your findings. For example, if they keep complaining that their air conditioner is blowing hot air, let them know what the core problem is as explained by an HVAC expert. If you can’t offer a solution right now, let your tenant know when they’ll hear more from you and what it will involve, such as scheduling a repair appointment or getting a quote from the company.
4. Develop a solution plan and timetable
Find a solution to your current problem and start implementing it. Let your tenants know what the solution is and the time frame they can expect the problem to be resolved. Keep in mind that some issues (especially emergency maintenance or safety issues) may have tight time frames and legal requirements that you must comply with.
5. Solve and document problems
Implement the resolution. Carefully document your solution and its implementation, including tenant confirmation of the solution. Let them know how to follow up on ongoing issues.
Common tenant complaints (with tips for resolving them)
When it comes to tenant complaints, there are some common issues landlords often face. Let’s discuss the most common issues tenants face and look at some suggestions for solutions.
maintenance issues
Maintenance issues are one of the most common and important tenant complaints that landlords need to address. Issues can range from minor issues like paint damage or pool chemicals that need to be balanced, to serious safety issues that occur when the furnace stops working during a snowstorm.
These tips can help solve the problem quickly:
- Maintain good relationships with experts, including HVAC experts, plumbers, and electricians.
- Provide clear expectations regarding standard schedules based on the type of maintenance issue; some are emerging, some are not.
- Encourage tenants to alert you immediately if they suspect there may be a potential problem so you can address it before it becomes an emergency.
Noise complaints
Noise complaints can be frustrating for both tenants and landlords, especially since it may ultimately be something that the landlord cannot fully control. Landlords may influence noise levels in nearby properties they own, as they can require tenants to maintain respectful noise levels at certain times. However, if they fail to do so, it could become a civil dispute between the tenant and their neighbours.
To help resolve noise complaints, landlords can share noise limits or quiet hours with tenants in advance. You can also contact the tenant with the noise complaint as early as possible in the hope of resolving the issue as quickly as possible.
pest infestation
Pests come in many varieties, from the nuisance to the nightmarish to the downright dangerous. Some harmless spiders can be frustrating, but for people allergic to wasps, a yellow jacket infestation can be fatal.
Pest infestations should be treated immediately by professional exterminators. Ask your tenants to notify you immediately if they suspect a potential problem so you can use pest control services as early as possible.
Security Question
Security issues are a significant concern for tenants when they arise and may include:
- Tenants are unable to protect their property, such as broken locks, doors or windows
- Repair issues create safety hazards, including exposed wiring
- Hazardous environments, including untreated mold or pest infestations in your home
- Improper home ventilation
Conducting a proper security inspection before a tenant moves in can help identify and resolve potential safety issues. Safety concerns should be addressed as quickly as possible and may be considered an urgent complaint.
communication problems
Communication is an important part of a positive landlord and tenant relationship, and some tenants will complain if they feel open or if regular communication is lacking. For example, they may become frustrated if they do not receive notice of an upcoming inspection or maintenance far enough in advance to request time off to be present.
Communicate regularly with your tenants. Aim to provide as much advance notice as possible of any changes, upcoming maintenance or inspections. For non-urgent tenant requests, please try to respond within 24 hours.
Proactive Strategies to Prevent Tenant Complaints
Preventing tenant complaints is often much less stressful than actually dealing with them. Here are some proactive strategies to stop tenant complaints before they happen.
Conduct a thorough move-in inspection
Landlords should conduct a thorough property inspection with tenants before they actually move in. During this process, document the current condition of the property, including any ongoing maintenance issues. This can prevent future disputes about damage to the property and whether the tenant was responsible. View the landlord’s move-in checklist for more information.
Perform regular property maintenance
Preventative property maintenance is easier, more convenient, and often more cost-effective than emergency repairs. Regular property maintenance and inspections can reduce unplanned repairs in the future, including:
- roof inspection
- HVAC maintenance and cleaning
- Drain water heater
- Proactive pest inspection and prevention
- Clean leaves from gutters
Clearly communicate property expectations
Clear, open communication is critical to reducing future tenant complaints. You can set these expectations:
- How to request maintenance or ask future questions
- Maintenance costs that you are or will not be willing to bear; for example, you will repair the HVAC system, but you may ask the customer to pay for pool cleaning
- Timetable for different types of maintenance requests
- Expectations to maintain property condition
- Any property rules, including those to help you comply with your HOA or local ordinances
Dealing with difficult tenants and baseless complaints
Sometimes, you may find yourself on the receiving end of unfounded complaints from stubborn tenants. For example, they may ask you to repaint the interior of a home that they have lived in for two years and is in good condition. Or they may insist that having a spider in their home means the home needs a full pest treatment.
When this happens, it’s important to protect yourself. Make sure to do the following:
- record all interactions and events, Include the proposed solution or the reason why you are not offering another solution. Make sure these are traceable and ask for recordable confirmation from the tenant.
- Be firm, Stand your ground as necessary and never offer solutions that you may not intend to follow in the future.
- Reaffirm your policy, Review the lease agreement you both signed.
- Seek legal advice as needed for complex situations, Especially if the tenant threatens legal action or refuses to continue paying rent.
In some cases, difficult tenants will try to get their way by refusing to pay rent. If this happens, you will need to follow standard eviction protocols. This means it’s always a good idea to start with great tenants.
final thoughts
Tenant complaints are an inevitable part of being a landlord. Some landlords prefer to work with a property management company to deal with most tenant issues directly, creating a buffer between landlord and tenant.
That said, landlords who work directly with tenants should take steps to proactively prevent as many complaints as possible and have a plan in place if something goes wrong. Being prepared is a huge asset that both you and your tenants will be grateful for when problems arise.
Save time and money with this refreshing guide to managing your own property.
exist self-managed landlordAmelia McGee and Grace Gudenkauf share tips for efficient property management, tenant screening and onboarding, and scaling your business, all to help you escape the 9-to-5 drudgery and create lasting wealth through real estate.
Notes on BiggerPockets: These are the opinions written by the author and do not necessarily represent the views of BiggerPockets.
