How to Handle Tenant Complaints


As a property manager, you will undoubtedly receive tenant complaints. Being able to effectively handle tenant complaints and appease your tenants is an essential skill that every property manager should have. Successfully managing tenant concerns will help tenant retention and strengthen the relationships you have with your residents. Here are some of the most common complaints and how to handle them.

  1. Neighbours

    Tenants complaining about noisy neighbours is very common. When you’re living in shared spaces with shared walls, you’re likely to hear some noise every once and a while. If the problem seems to be an ongoing valid issue rather than noises from daily life, then you should absolutely address it with the tenants. If you did take action against the noisy tenants, then follow up with the complainants to let them know that you addressed their concerns. You should always keep records of complaints and any action you took in case they need to be referenced at a later date.

  2. Maintenance

    Maintenance is another reason that tenants will complain. If you’re ever unsure, here’s our guide for responding to maintenance requests. Dealing with urgent requests in a timely manner will be imperative. After something has been repaired, it is always best to follow up with your tenants to make sure the problem has been resolved successfully. At the end of the day, they are the ones who have to live there and would appreciate if the building is well maintained.

  3. Pests

    Tenants don’t want pests and neither do you. This is a tenant complaint that you should act on immediately. If tenants believe they have any sort of pests in their unit, it needs to be addressed before it can escalate any further and cause any permanent damage. Regularly monitor entrances and exits to your building to make sure that pests won’t have easy access.

Be genuine

Being honest and genuine with your tenants will serve you well in the long run. You should take your tenant’s complaints seriously and assure them they are being heard. Your tenants want to believe that you truly care about their well-being and whether or not their needs are being met. Genuinely caring about your tenants will boost your reputation and make your property management company stand out. Here are some other ways to leverage your property management company.

Be available 

You should provide your tenants with a number of ways that they can contact you, as well as emergency numbers if they encounter a problem outside of business hours. Acting quickly and professionally is imperative as no one wants to think their landlord is absent in an emergency.

Be Proactive

Be proactive when dealing with tenants and try to reduce the opportunities for them to complain. If you know something needs fixing, do it before your tenants can complain about it. This reduces tension between both parties and will ultimately help you. Check in every once and a while with your tenants to see if everything is working properly and to ensure they’re satisfied.

Be professional

Even if you get to know your tenants, this is first and foremost a business relationship and should always be treated as one. If you don’t think that the complaints are justified, you should always try to remain calm. It can be frustrating to deal with tenants who constantly complain but it is best to try to remove emotions from the equation.

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Emily Stewart

The author Emily Stewart

Emily is the Marketing and Communications Coordinator at RentMoola. She's a reader, skier, and self-proclaimed Beyonce superfan.