Being a landlord is another job, however attentive you may be, you may not be able to stay on top of it. As a landlord you must ensure you deal with tenant complaints in the right manner. Dealing with tenants’ concerns will help you establish your reputation as a person who cares about the well-being and safety of their tenants.
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What are most common tenant complaints
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Lack of repairs and/or maintenance
Complaints about maintenance or necessary repairs is very common with rental properties and sometimes there isn’t an easy fix.
You must ensure at the start of a tenancy that both parties are aware of their responsibilities. For example; damp issues, mould, issues with electrics, plumbing and safety aspects such as locks on windows and doors, light bulb changing or how to deal with the fire alarm system. Perhaps you can prepare a house guide for your tenant.
If a repair has been reported to you by your tenant, it is always good practice to let them know you are aware of their issue and you are working to find a solution as quickly as possible.
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Poor communication with the landlord
Tenants expect landlords to be reliable and be available. Landlords may assume do not have to reply to all communication. Sometimes they may feel a complaint is not valid or is not their responsibility at all though this lack of response can be seen as an unwillingness to listen to concerns.
A landlord must ensure the balance of communication between both parties is correct. Tenants are to be provided with as much information as they need, but respect tenant privacy too.
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Unannounced presence of landlord at the property
All landlords must be aware that turning up unannounced to a property, or pressurising a tenant by requesting access to the property too frequently, can be seen as a criminal offence. Unless there is an emergency, a landlord should always give their tenant at least 24 hours’ written notice to enter the property and this access should always be during reasonable hours.
Good communication is essential between a landlord and a tenant and both parties should be respectful of the needs of each other to ensure a successful tenancy. Even though the property belongs to the landlord, it is the tenants’ home.
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Noisy neighbours
Issue of noisy neighbours is not directly the responsibility of the landlord . Especially if the neighbours are not additionally tenants of the landlord. It is still something tenants expect a landlord to do something about.
To resolve this issue; a landlord could offer to increase insulation or install soundproofing, however, it is best to encourage a tenant to try to resolve the situation on their own. If this does not work, a landlord may consider addressing the issue with the owner of the other property themselves.
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Unwanted pests
No individual wants to have their home invaded by bugs or rodents, therefore if a tenant has complained about this issue, a landlord should take an immediate action. A landlord must call pest control promptly, and check-in with their tenant after a week of their attendance or so to ensure the problem is completely resolved. In a bid to prevent pest issues occurring in the first place, best practice would involve a landlord inspecting and treating a property periodically.
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Dealing with tenant complaints
There are many successful ways to deal with your tenants’ complaints to make sure that the issues in question are tackled in a prompt and competent manner. By following the below points; you can ensure both yourself and your tenants are happy…
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Take complaints seriously
When you receive a complaint, tell and show your tenant that you have listened, that you understand and that you will act on it accordingly. Never ignore issues and assume tenants will find a solution themselves.
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Ask lots of questions
Find out as much as you can about the problem your tenant has, so that you have all the information you need to come up with a solution.
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Have empathy
Put yourself in your tenant’s shoes. how would you feel if you were the one with the complaint and how would you want someone to fix the issue for you?
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Explain how you are going to solve the issue
Always keep your tenants updated on how yoy are working to resolve their issue. To assist in an efficient solution, you must always give a realistic time frame and should never promise something you cannot deliver.
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Avoid repeating behaviour that has caused previous complaints
Whenever possible, ensure your tenants that you understand what happened and that issues of similar nature will not happen again. Whether that involves you keeping a closer eye on the maintenance or simply being quick to respond to communication.
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Get the support you need to manage your property
Getting the right support to help you manage your rental property can often be the best way to help your tenants as well as yourself.
Blue Crystal property management service means you can be free to enjoy the benefits of being a landlord and get on with your life. We have dealt with the needs of landlords for many years. You can be reassured that your property is being managed by our highly experienced team.
Book your 30-minute complimentary property consultation by phone: 020 8994 7327 or email: pm@bluecrystallondon.co.uk.
