Top Tenant Complaints and How to Solve Them

Tenant grievances are an inevitable consequence of becoming a landlord. Even the best-managed property, managed by some of the most experienced owners, will undoubtedly have challenges that irritate occupants.

The speed with which you manage and control these complaints will predict how long you keep your tenants. Tenants who do not believe their concerns are being acknowledged are often more inclined to move. However, when you keep your tenants happy, you’re more likely to see them stay long-term.

This blog will cover common complaints tenants can make and how to handle them.

Be Accessible to Tenants

Before you consider dealing with complaints, ensure that you are readily available as a landlord. A renter who is having a tough time reaching you will only become more upset. Therefore, it’s in your best interest to ensure that you’re available to tenants.

However, this does not imply that you must be available 24 hours a day. Maintain consistency in your availability and have multiple methods for tenants to contact you in the event of a crisis.

You should also make certain that when you get a tenant grievance, you pay attention. Regardless of how small the problem is, the tenant needs to know that you’re paying attention. Listen to your tenants carefully before speaking. Dismissiveness will only make the situation more complicated.

Finally, retain all official correspondence and receipts for the cost incurred. These may be useful if the circumstance ever escalates into a lawsuit.

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Resolve Issues About Maintenance and Repair Works

Tenant’s complaints about maintenance and repair works are among the most widespread. Tenants cannot handle them immediately since they are not property owners. They are often reliant on you, the landlord, to rectify them.

Tenants aren't always aware of building maintenance issues. Although they may be able to explain the problem in general terms, they may be unable to pinpoint the root of the issue. If your property is a multi-family building, talk to the other tenants to confirm whether they're experiencing a similar problem.

Once you receive a maintenance complaint, the very first thing you should do is visit the property yourself. Request a convenient opportunity to enter the unit and get a clear understanding of the issues.

Once you've determined what's exacerbating the tenant's maintenance complaint and launched into repairing it, share information with the tenant. Tell them what caused the damage, how you're dealing with it, and how long it will take for it to be resolved. Follow up with the tenant several days after the complaint has been resolved to ensure that there are satisfied.

Handle Complaints Related to Pests

There is nothing more likely to cause you to lose valuable tenants than pest contamination. Very few tenants will put up with pests for long. Start by performing regular property inspections to prevent pests.

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If you've not already, look for qualified and dependable pest control services in your neighborhood. Make a note of their contact details so that it’s easily accessible in an emergency. If a tenant approaches you with a pest complaint, take immediate and effective measures. Contact the exterminator and inform the tenant of the scheduled visit.

Handle Complaints About Noisy Neighbors

Once you receive an allegation about a noisy neighbor, request that the tenant first try and speak with the neighbor who is provoking the unrest and fix the situation cordially. The tenant should be able to deal with the situation on their own. However, if the tenant is unable to rectify the conflict, it’s time for you to intervene.

If the troublesome neighbor is also one of your tenants, refer them to the lease's noise level clause or the terms of quiet enjoyment of a property, which is almost certainly included.

Things become more complex and difficult when the neighbor is not your tenant. In these kinds of cases, engaging the city's local law enforcement department is the simplest and most direct way to resolve the problem.

Issues with a Pet

The majority of renter concerns about pets involve particularly barking droppings left in shared outdoor areas and violent behavior. When it comes to barking dogs, treat the problem in almost the same manner you would a noise complaint.

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First, try to reach an amicable agreement. However, if the dog owner cannot restrict the barking, in some cases, you may ultimately have to request that the dog be removed from the property or face eviction. While eviction ranks as the last resort, it’s preferable to forfeit one troublesome tenant rather than several.

In the case of droppings, the first action is to request that the owner clean up after their pet. If the behavior persists, you can file a complaint with the city. You can also point the tenant to the rental agreement, which should include hygiene and property sanitation provisions.

Aggressive behavior in a tenant pet should be addressed immediately. If a tenant feels threatened by a potentially hostile animal, the owner must act immediately. If the situation has not been resolved in less than a week, issue documented cautions and consult the city bylaw.

Closing Thoughts

Whatever category of complaint you are dealing with, remember to pay attention to the tenant and genuinely comprehend the complaint. Do not dismiss the complaint and respond as soon as possible. Finally, communicate your actions to the tenant. You will boost your tenant retention rates if you respond to complaints fast and effectively.

The best course of action if in doubt would be to hire a reliable property management firm like Draper Realty. We are a full-service property management company that can help you improve your rental properties and ensure the achievement of a maximum ROI from your property.

Our property management team possesses cutting-edge resources. Our property management services encompass advertising your vacant rental property, screening potential tenants, conducting routine property inspections, collecting rent promptly, handling maintenance aspects of your property, and more. Contact us today to learn more!

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