Owning properties that you have decided to rent out does lead to inevitable complaints. You could have the world’s best tenants, but the complaints will still be there. It may not be something that you are actively doing or not doing, and could be linked to property maintenance issues or the neighbors who live next door.
It doesn't matter the issue, you are the property manager, and it is your duty to handle all complaints. If you do not address tenant complaints, then you are not only looking at unhappy tenants but other legal issues as well. Your first priority should be to make sure that your tenants see that their complaints are taken into consideration and that steps are taken to resolve their issues. Having a communicative relationship with your tenants is very important.
Prevent Complaints
Remember that by providing things like typical upgrades, minor maintenance tweaks, and keeping up with maintenance dates will be enough to curb most of the problems before they grow into larger issues.
Let Them Know You Are on It
Always respond promptly to any complaint that comes your way even if you know that there is no course of action that can be taken to resolve the issue immediately. Make sure that you let the tenant know that you are working on it, even if you are only mentally preparing how to handle the problem.
Record the Condition of the Place
It is wise for a property manager to list whatever condition the property is in. You will need to record all preexisting damage and conditions in a well-documented record before the tenant agrees to take possession. This document then needs both yours and the tenant’s signature showing they have agreed to take possession of the dwelling as is.
Complaints about Other Tenants
It is inevitable that you will receive complaints, not about fixtures and appliances, but about the behavior of other tenants. Complaints could range from too much noise to even a disagreement over who gets what parking space. The biggest mistake a property manager can make is asking the tenants to handle these problems on their own. It is your job to approach the tenants and single out his or her particular behavior. In some instances you can even tell them that their lease prohibits such behavior.
Leave a documented paper or electronic trail. Use emails and notes to respond to complaints so that you have a record of everything that was communicated and what the final resolution was. Make sure that all of your interactions with your tenants are on a positive note, and show them that you take corrective action with complaints as soon as you hear of them.
Source: http://www.letstalkpm.com/profiles/blogs/tips-for-handling-tenant-complaints
http://triumphpropertymanagement.com/8-tips-to-successfully-handling-tenant-complaints
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