While recruiting, screening and hopping tenants on board into vacant properties are fundamental roles of a property manager, one of the most important roles they hold is responding to renter complaints. It’s important that every complaint is taken serious, regardless of it’s severity. What may seem minor to you, can be major to them, so the last thing you want to do is make your renter feel like they aren’t important. This can cause problems not only between you and the renter but also the landlord and nobody wants an ongoing web of conflict especially if it is an issue that can be resolved. Here are 4 tips we suggest to be taken into consideration:
1. Document the Complaint Immediately
Sometimes, we can be so busy with current tasks and projects that we’d like to get done so it’s only natural to put other things on the end of our priority list. However do your best to not put this one on the end of the list. As soon as you put a complaint as something you’ll “deal with later”, you are setting yourself up to have to deal with an even unhappier client and in the future, a probable low chance of any business references.
2.Provide Your Tenant With a Written Response
While speaking to them in person or calling them back is highly preferable, if you do happen to have a lot on your plate, providing your tenant with a written response will reassure them that the issue is being dealt with in a timely manner and that you are taking their complaint serious.
3. Keep Your Tenant Updated
Sending your tenant an email or two isn’t enough. When you are working on their complaint, email them updates on the process. Explain if there will be any delays in addressing the issue(s). People appreciate honest and clear communication. Even if you may have to tell a tenant something they might not like to hear, at the end, they will appreciate the updates.
4. Make Sure Your Tenant Knows What to do in Case of an Emergency
Let your tenant know when or how he or she can contact you and what to do in case of an emergency. Give them the alternative ways of contacting you outside of your normal working hours. Anything can happen, so it’s important that they have a way to reach you no matter what!
One of the major ways you set an impression on your tenants, is in the manner and timing of your responses to complaints. This is what truly establishes a great relationship between you and your tenants. The better the relationship, the better the business between you, your tenant and the landlord/property owner.
We are pledged to the letter and spirit of U.S. policy for the achievement of equal housing opportunity throughout the Nation. See Equal Housing Opportunity Statement for more information.