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4 Steps to Resolving Tenant Complaints

No matter how hard you try or how amazing of a job you do at managing your rental property, one thing is inescapable: tenant complaints. Things go wrong; it’s just part of owning a rental property. And even the most pleasant tenant can bring up something they’re not happy with at any point during the lease term. The big difference between a horrible and great experience comes down to how you handle those complaints. So what is a foolproof way to resolve tenant complaints?

Acknowledge All Tenant Complaints No Matter How Small


No matter how big or how small the issue is, all tenant complaints should be acknowledged and addressed. It may not feel like a big deal for you, but it can be to your tenant. Even the smallest problems can turn into a world of pain if not handled properly, so make sure to communicate with your tenant when complaints arise. While you don’t have to hop to every small issue immediately, make sure you let your tenant know you’ve heard them and explain how and when you plan to address the issue.


Documentation is Important


While not every complaint will be blown out of proportion, there are times when tenant complaints turn litigious. Making a habit of documenting everything is an easy way to help defend yourself in the event the issue takes a legal turn. Document any complaints you receive as well as your responses. Take note of any communication, including the date and time, to avoid any claims of a lack of response. Make a habit of following up in writing as well. This can help create a timeline and show the steps you took to try and resolve the issue.


Fix the Problem


The best way to resolve a tenant complaint is to fix the issue quickly and efficiently. That being said, if the complaint isn’t reasonable and you’re not able to accommodate their request, try and fix it by offering another solution. For example, just because your tenant isn’t happy about the scratches on the kitchen counter doesn’t mean you have to replace them. Acknowledge their complaint and explain in a professional manner why you’re not able to repair the cosmetic issue. If the complaint is something that needs to be addressed and repaired, communicate with them your plan to fix the issue and be sure to do so quickly and thoroughly.


Follow-Up With the Tenant


Follow-up after the job is done or the complaint resolved can make a world of difference. Reach out to them after a week or so to make sure they’re still satisfied. Doing so gives a personal touch to the situation and can show your tenant that you care.

Complaints will always be a part of being a landlord. It’s just part of the job. So if handling complaints efficiently and professionally isn’t something you think you can do, hire a professional property manager like Real Property Management Colorado to do it for you! Our team specializes in every aspect of property management, tenant complaints included!

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