The 5 Most Common Tenant Complaints: How To Fix Them
If you are a property manager, or if you own a rental property, you understand that managing your residents can be a bit of a challenge. It is not unusual for tenant complaints to arise from time to time, and if you are prepared for them ahead of time, you can deal with them quickly, keeping your renters happy. That way, you don't have to worry about as much tenant turnover, and you can boost your retention rate.
Even though you may feel like the occasional tenant complaint can be irritating, addressing them quickly can help you save time, money, and improve your relationship with your renters. What are some of the most common examples of tenant complaints that you might deal with?
1. Issues With Maintenance
It is possible that maintenance problems might be the most common tenant complaint that landlords and property managers have to deal with. The first step in handling maintenance issues is to prevent them from happening. Therefore, make sure you stay on top of maintenance issues to prevent repairs from being required. This means getting the roof inspected regularly, having the electrical system inspected from time to time, making sure the hot water heater is working properly, and ensuring that the HVAC unit is properly taken care of.
Even with this type of maintenance, it is possible that you may have some resident requests from time to time. You need to have a firm policy in place where residents can submit a maintenance request. Ideally, this should be an electronic system that allows you and the renter to track the request as it moves through the proper channels. Do not forget to follow up with the renters after the issue is addressed to make sure they are satisfied with the result. Proper communication is critical for addressing these issues.
2. Problems With Neighbors
Another common tenant complaint that you might deal with is noisy neighbors. There are some situations where people might be calling you because your residents are noisy. Then, there are other situations where your residents might be calling you because their neighbors are noisy. There are different reasons why people might get irritated by noise. Maybe there is a party going on next door, or perhaps there are pets who are barking loudly. Even though this is an issue that is likely out of your control, your residents probably expect you to do something.
There are ways you can deal with this issue. For example, you might want to install some soundproof baffles, or you might want to add some more shrubs to increase privacy. Even adding some additional insulation can keep the noise at bay. Keep in mind that this is not something that you have total control over. You should encourage your renters and neighbors to work it out amicably, but if you believe your residents are the problem, you may have to take a look at your contract to see what solutions you have available.
3. A Pest Infestation
You do not want your house to be invaded by pests, but infestations can happen from time to time. Bugs, rodents, and cockroaches can quickly infiltrate property, spreading throughout the walls. You need to deal with this issue quickly if you do not want it to get worse.
Of course, the best way to deal with this issue is to prevent it from happening in the first place. That means you may have to get your property sprayed from time to time to keep the pests out. You may also want to add some advanced devices in the walls that emit sound waves to keep the pests away. If you believe your residents have a pest infestation, you need to reach out to a professional who can deal with the issue as quickly as possible. Do not forget to schedule a follow-up appointment to make sure the pests stay gone.
4. Poor Communication
Sometimes, the complaint is relatively straightforward. Your renters might not be happy because you aren't doing a great job communicating with them. Either you or your property manager should make sure you are available to your residents. There are situations where an emergency might arise, and you might have to roll out of bed to deal with it.
If you want to reduce the number of emergency calls you get, make sure you are responsive to emails, phone calls, and text messages. If you show that you are willing to address issues the first time you are asked, you will have a lower chance of having to deal with a problem in the middle of the night. You must make sure your renters understand exactly how to get in contact with you. You might want to have a dedicated electronic channel that makes it easier for renters to track when you have received the request.
5. Mold and Mildew
You might also get complaints from renters about mold and mildew. Just like pests, mold and mildew can be significant problems. You need to address this issue quickly because it could be a health and safety hazard for the people living on your property. You do not want them to get sick, which could lead to a host of other legal issues.
Make sure you educate your venters about how to prevent mold and mildew from growing in the apartment. Mold tends to like warm, wet environments. You should encourage your renters to always run the bathroom vent when they are showering. It might even be helpful to open the window to allow the moisture to escape.
Then, if you confirm that your property has mold and mildew, you need to deal with it as quickly as possible. There might be some quick solutions you can pour on it to try to kill it, but there is a good chance that there is mold on your property that you cannot see. That is why you need to reach out to a professional mold remediation specialist who can clean it up for you.
Keep Your Tenants Happy To Ensure High Tenant Retention Rates
Ultimately, these are just a few of the most common tenant complaints that you might see. Even though you might get irritated by your residents calling and asking for help, you need to do everything in your power to keep them happy. By being proactive about maintenance, you may be able to reduce the number of emergency calls and complaints you get. If you can increase your attention rates, you can ensure a steady stream of renewals on your property.
1,000,000+
SQUARE FEET MANAGED
800+
UNITS MANAGED
$100,000,000+
VALUE OF REAL ESTATE SOLD
1000+
SATISFIEID TENANTS
