Handling Complaints from Tenants

As landlords, we all must deal with tenant complaints and problems.

It is a recognized part of the job of being a property owner and manager. It is possible, however, to minimize these problems by developing a system for dealing with issues as they arise.

At a minimum, you should have a plan that addresses the following:

• A method for communicating with tenants and allowing them to easily communicate with you. Provide all tenants with a phone number (or two) where they can reach you, especially in an emergency. For non-emergency communications, you may prefer that tenants e-mail you to cut down on the number of phone calls you receive.
  
  
• A time frame for handling complaints. For minor problems, let tenants know that you will stop by on the next day you are scheduled to be on-site, and then provide a specific date and time. Any larger issues should be handled as quickly as possible, keeping the tenant apprised of the steps you are taking to address them.
  
  
• Documenting tenant calls. It is good business practice to keep a record of all tenant complaints. Document important conversations you have with tenants, along with the date and time, and keep a copy in their file. Tracking all communication and your response will help you (1) monitor ongoing issues for each rental unit; (2) keep tabs on issues that have the potential to escalate; (3) document any oral agreements between you and the tenant; and (4) estimate your maintenance and repair time and expenses.
  
  
• Emergency and late night calls. We have all gotten them—the late night or early morning calls from a tenant with a situation that cannot wait until morning. If these calls are inevitable, ensure you are ready to respond. Have phone numbers handy for the following contractors:
  • Plumber
  • Electrician
  • Board-up service for broken windows
  • Gas company
  • The upstairs and downstairs neighbors in your rental building (in case of leaks between units)

Taking the time to set up procedures such as these may not eliminate your tenant problems, but it may help reduce your frustration in dealing with them.