Top Tenant Complaints and How to Solve Them
As a landlord, tenant complaints are inevitable, and even the most successful landlords face them. At Rising Tide Property Management, we believe that how you handle these issues will determine your success.
Ignoring tenant concerns only leads to frustration and increases the likelihood of turnover, which can negatively impact your ROI. Here are the top tenant complaints and how we solve them quickly and efficiently to keep your tenants happy and your investment thriving.
Repairs and Maintenance Issues
Repairs and maintenance issues are some of the top-most concerns for tenants. After a tenant notifies you about an issue, they expect you to handle them as quickly as possible, depending on the severity of the issue.
Usually, for emergency issues, you should be able to handle them within 24 hours of getting proper notification from the tenant. The following are examples of emergency issues that require immediate response:
- Gas leaks.
- Electrical hazards.
- Fire outbreak.
- Carbon monoxide leaks.
- Broken locks or windows.
- Burst pipes or severe leaks.
- Sewage backups.
- Major roof leaks.
For non-emergency issues like minor plumbing issues, appliance issues, or squeaky doors, a response within a few days may be necessary.
Ideally, after receiving a maintenance complaint from a tenant, visit the property yourself. But remember to notify the tenant before the scheduled entry.
Next, begin addressing the issue and communicate with the tenant about how you’re going about resolving it.
Landlord Entry
This is another top concern tenants usually have. Just because you own the property doesn’t mean you can access it at any time. After a tenant signs a lease, they obtain a right to privacy.
Among other things, the right to privacy guarantees them the right to live in peace and quiet. This means that you must notify them first before entering their unit. In fact, most states require a notice of at least 24 hours before landlord entry.
Therefore, to prevent potential landlord harassment issues, always notify the tenant beforehand. Also, have a legally justified reason to enter. Such reasons include:
- To inspect the unit.
- To respond to a repair and maintenance concern.
- To show the unit to prospective tenants or buyers.
- To respond to an emergency.
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Pest-Related Issues
No quality tenant is going to continue staying in a pest-infested home. Pests like cockroaches, bed bugs, and rodents are not only an eyesore, but also a threat to one’s health as well.
So, once you receive a complaint about a pest invasion, make sure you act quickly. Get in touch with a professional pest remediation service for efficient extermination.
You may also want to have the home inspected for pest infestation regularly to prevent the issue from arising in the future. Preferably, do this as often as you do routine inspections. That can be before a tenant moves in, sometime during the tenancy, and after moving out.
Pet Complaints
Most tenant complaints involving pets relate to dogs. This can be in terms of their feces, aggression, and barking.
When it comes to a barking dog, treat the issue as you would a noise complaint. Begin by seeking an amicable resolution first. If the problem doesn’t stop, issue the tenant with a warning in writing.
Next, ask the tenant to remove the dog from the property or else risk an eviction. While an eviction should be the last resort to take, it could be better to lose one difficult tenant than several good tenants.
When it comes to pet complaints regarding feces, the first thing to do is ask the owner to pick up after themselves. If the issue persists, invoke the city bylaws regarding the issue. You can also refer the tenant to the terms of the lease agreement regarding maintaining the unit’s sanitary condition.
As for aggressive pets, you’ll need to act quickly. An aggressive dog can result in dangerous situations and even lead to unwarranted bites. Therefore, try to resolve the matter as quickly as you can. Issue the responsible owner with a written warning and contact the local municipality for action.
Top Tips on How to Resolve Tenant Complaints
Open Communication
Have clear channels for communication. Provide the tenant with multiple ways to report complaints. This should include communication channels such as phone, email, and even an online portal.
Respond Promptly
Once a tenant has reached out to you with a concern, act as quickly as possible. This alone can make all the difference in your tenant retention ratio, which is key for optimal ROI.
Most states also have laws regarding the timeline for repairs and maintenance by landlords. In the state of California, for example, landlords must make repairs within 30 days after getting written notice from tenants.
Be Fair
Handle disputes fairly. Whenever you approach an issue, make sure to do so with a neutral and objective mindset. Give both sides a listening ear and seek a fair resolution.
Understand Your Legal Obligations
Begin by familiarizing yourself with the local landlord-tenant laws. This will ensure that you handle complaints within the strict confines of all applicable statutes.
Establish Clear Rules
Ensure that key issues are clearly addressed in the lease agreement to eliminate any potential confusion and protect yourself legally.
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Bottom Line
As a landlord, tenant complaints are inevitable! However, what matters the most is how you handle them. A fast and efficient response is key to a solid landlord-tenant relationship. Luckily for you, these tips have got you covered!
Rising Tide Property Management is a reliable and professional property management company serving Redondo Beach and the surrounding areas. We can help handle all your property management needs, from property marketing to tenant screening, rent collection, and even tenant complaints. Get in touch to learn more!