Tenant complaints are a natural part of owning a rental property. Whether it’s a faulty appliance, leaky faucets, or noisy neighbours, the way you respond to these complaints can make all the difference in your landlord-tenant relationship. Responding to complaints promptly and with professionalism not only helps resolve the issue but also helps build stronger relationships and encourages lease renewals. In this blog, we’ll go through some expert advice to address tenant concerns efficiently and professionally.
Listen, Acknowledge, and Understand
When it comes to tenant complaints, your first step should always be to listen. Tenants want to feel heard, and a dismissal or rushed response from a landlord can further escalate the situation. Whether the complaint is made in person or over the phone, give your tenants a chance to fully express their complaint without interrupting before asking any questions.
Acknowledging their concern is important, even if you don’t know how you’ll resolve the issue yet. Phrases like “I understand why that would be frustrating” go a long way in showing empathy. Make sure to document the complaint, noting the time it was received, the details provided by the tenant, and any immediate responses or actions you took. Keeping good records helps ensure accountability and consistency in follow-up actions.
Investigate and Communicate Promptly
Once the complaint has been received, don’t delay in acting and investigating the issue. Depending on the complaint, this might involve speaking to contractors, scheduling maintenance checks or visiting the property yourself. Gathering the necessary information is important to determining the best course of action.
You need to remember to communicate during this process – let your tenants know exactly what you are doing to remedy the situation and what they should expect from you. Your tenants will appreciate being kept up to date, even if there are no solutions yet. You can let them know that you’re looking into the issue and provide a reasonable timeline for a follow-up. For example, “We’ve contacted our plumbing contractor and expect a response within 24 hours. I’ll update you by tomorrow afternoon.” Clear, timely communication will go a long way to reassure your tenants that their concerns are being prioritized.
Offer a Solution and Follow Through
Once you’ve finally identified the cause of the issue, offer a clear plan for resolution. Be sure to stay honest about what you can and cannot do. If multiple options exist, involve the tenant in choosing the solution that works best for them. For example, if a repair needs scheduling, offer available time slots to accommodate their schedule.
Most importantly, follow through! Delaying the fix can further escalate the existing situation and risk significant damage to your landlord-tenant relationship. Once the issue is resolved, check back with your tenants to ensure everything is working properly. A quick message like, “Just wanted to confirm the repair to your heating system is working well. Please let me know if you have any concerns,” reinforces that their satisfaction matters.
Even in cases where a complaint can’t be resolved the way the tenant wants due to legal, budgetary, or logistical restrictions, providing a thoughtful explanation and any possible alternatives shows professionalism and effort.
Handling tenant complaints requires a mix of empathy, clear communication, and timely action. By taking the time to listen, investigating the issue thoroughly, and offering a range of accommodating solutions, you can effectively turn complaints into opportunities to strengthen your landlord-tenant relationship.
Do you need help resolving a tenant complaint, or do you simply want to plan for the event of a complaint? GIL can help with expert property management services. Contact us today to get started or get a free property management consultation online.
