5 Most Common Tenant Complaints and What To Do About Them

December 11, 2023

As a landlord, you strive to make sure your tenants are happy, comfortable, and satisfied. Even so, situations might arise that cause them annoyance or discomfort, resulting in tenant complaints.

Let’s explore some of the tenant complaints against landlords and how you can solve them quickly and efficiently.

1. Delayed or Inadequate Maintenance

One of the most common tenant concerns is the time a property manager takes to respond to a maintenance issue. In fact, a recent study reports that 79% of tenants say that a property manager who is slow to respond to maintenance problems is their top complaint.

Every type of property you manage needs regular upkeep and updating to make sure that everything is working correctly and up to code. When small things are overlooked or unattended, they can quickly turn into larger problems that require more time and money to fix in the long run.

Solution: Implement a Transparent Maintenance Process Aided by Technology

Make sure to have a system in place that allows tenants to submit a maintenance request so that you’ll see it immediately. While some property owners prefer to handle these kinds of requests by phone or email, specialized software might be a great solution to this problem.

Apps and software for property managers can streamline the request process, making repairs and property maintenance easier for everyone. Using technology makes communication clear and ensures evidence is always documented. Your rental spaces are an investment, and having happy tenants is one of the primary keys to success.

2. Lack of Communication Between Tenants and Management

Regarding communication, renters want to know that their property manager is available for open and clear communication. Unresponsive managers won’t be able to hold onto and attract quality tenants if they feel like their needs and concerns aren’t being heard.

Solution: Establish Open Communication Channels

You’re only human, so it’s natural that you’re not connected to your phone or computer at all hours of the day. Communication is part of the job, so you should consider including something in your rental agreements about your office hours or when you’re available to respond to your tenants’ needs. Again, software might come in handy to open up communication even further.

There are several ways to communicate, but remember that the tone should always be professional and understanding. Keep paper and digital records of things like lease agreements, inspections, or maintenance work so you have a record to refer to in the future.

3. Disputes Over Rent or Unexpected Fees

Part of any standard rental agreement is the amount due and when it needs to be paid. However, tenants might sometimes decide to withhold rent until certain conditions are met, like repairs or maintenance that haven’t been attended to promptly.

For example, suppose a tenant complains about smells coming from the drains, but you haven’t had time to send someone out to check it out. It turns out there’s a problem with the pipes causing the smells and making their home unlivable, so your tenant refuses to pay the rent or even takes legal action.

Another scenario could be fees caused by property damage because of the tenant. Things happen, like damage caused by pet owners, children, or simple accidents. Your tenant might refuse to pay for these damages and hope that it is eventually taken out of their security deposit.

Solution: Clearly Outline Rent Terms and Provide Transparent Fee Structures

Go over the terms of rent with your tenant when they sign the rental paperwork. Outline what can happen in different scenarios and what the tenant will be responsible for paying for in the case of property damage.

You and the tenant should always have access to this document to refer back to. Remember that your tenants might not be familiar with technical jargon, so keep the wording easy to understand and transparent.

4. Complaints About Noisy Neighbors or Disruptive Behavior

Tenant noise complaints are relatively common since they disrupt the home's happiness and peace. This can be tricky because a property manager or landlord can’t control how noisy neighbors behave if they don't live on-site.

On the other hand, you might receive a noise complaint about your tenant from another person in the building or around the property. In this case, you have a lot more control over the situation.

Solution: Set Clear Rules Regarding Noise and Address Complaints Professionally

If your tenant is complaining about a noisy neighbor, you could encourage them to confront the neighbor themselves to see if they can reach an agreement. If not, you can approach the noisy neighbor courteously and express your and your tenant’s concerns.

If you’re receiving complaints about your tenant being noisy, you need to let them know in a professional manner. If the problem persists, you can add a clause to the lease to include quiet hours when tenants should not disturb their neighbors. You will need a lawyer to legally modify the lease, but it sets clear rules and expectations as to how tenants should behave to keep renting your property.

5. Concerns About Property Security or Safety

Your tenant might have concerns about safety if something needs to be fixed, like locks, cameras, or other security equipment. As a manager, you are responsible for providing tenants with a safe, clean property with updated equipment and safety features.

Solution: Invest in Security Measures and Address Concerns With Urgency

If your tenant raises security issues, it’s important to address them immediately. Everyone has the right to feel safe and secure in their home.

Listen to their concerns and make sure that everything is up-to-date: working security cameras and emergency lighting, tested smoke and carbon monoxide detectors, and functioning doors and windows with locks. These are just a few examples.

You can also cover emergency plans with your tenants so they know what to do in the case of a natural disaster or other safety emergency.

Proactively Avoid Tenant Complaints With TIDY

TIDY is your tool for keeping tenants happy while making your job easier. Our technology and services assist property managers with daily tasks, including cleaning, turnovers, and maintenance. Our powerful software and exceptional services help to make your job easier so that you can continue to cater to your tenants’ needs in the best way possible.

Start using TIDY today to discover how software, artificial intelligence (AI), and the human touch come together to create the ultimate property manager tool you never knew you needed.

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