Complaints are inevitably filed by tenants, and it is essential for property management to deal with them effectively. All complaints should be properly tracked and addressed, which will not only keep the tenants satisfied and safe, but also timely resolution of the complaints, especially maintenance issues, keeps the property in a fantastic condition over the long run.
Certain tenants will be frequent complainers, while some will complain only when the issue has become big. However, the property manager must have an effective system to deal with all complaints consistently and professionally. Here are a few pointers for dealing with tenant complaints.
Recommend Contacting the Property Manager
Tenants should be encouraged to contact the property manager as soon as possible, in case they have any issues or complaints. Once tenants know that there is someone to address their complaints, they will not overuse or misuse this privilege. It is best to provide a phone number, where tenants can call during the specified time. Make sure there is someone attending the call and it does not go to voice mail.
Use of Complaint Form
When the property is huge, tracking complaints will become difficult unless it is recorded. In such a situation, it is better to have a written record, in the form of complaint forms. The information on such a form should include, name of tenant, unit number, date, and type of complaint. The later part of the form can be reserved for recording when the complaint was attended to, what type of repairs were made, whether the issue was resolved, how it was resolved, and so on.
Prompt Resolution of Complaints
Property manager should have in-house staff or a list of contractors who can be called on a short notice to do the required repairs. However, certain issues can be quite complex, and cannot be fixed within a short time. In such a case, the tenant should be kept updated about what is being done about the issue. Once the problem is solved, the tenants should be told about their issues being resolved, even if they are obvious to them. Nevertheless, property management must have a strict policy of resolving issues as soon as possible, as that will prevent further damage, or the problem becoming worse.
Dealing with Interpersonal Issues of Tenants
Apart from maintenance and repairs complaints, there will be some complaints from tenants about other tenants on the property. For instance, the most common complaint is about the noisy neighbor, who creates disturbances at odd times. Property manager has to deal with such complaints professionally and with tact. It is also necessary to include clauses in the lease agreement regarding expected behavior on the property and the penalties for not adhering to such terms.
First start by investigating the issue, and find out if the tenant in question is indeed creating a nuisance. If the tenant is found to be noisy, rude, or sloppy, then initially a warning should suffice. This warning should be documented as well for future legal reasons if it comes to that. You have to cover your bases. If matters do not improve then the tenant should be made aware of the consequences, and if the problem persists, the last resort is serving an eviction notice.