Tenant Complaints and How to Solve Them
As a real estate investor, dealing with tenants is part of the job. Whether managing commercial properties, long-term rentals, or short-term rentals, you are likely to run into tenant complaints from time to time.
Most of the time, the relationship with a tenant goes well with few complaints that are easy to resolve. However, occasionally, a tenant becomes challenging and requires more time and energy.
Understanding common complaints and how to troubleshoot the issues will prepare you to deal with difficult situations. Owning rental properties offers a way to earn extra income on a long-term investment. Position yourself for success with tenants.
Common Tenant Complaints
Maintenance Issues
The best way to avoid confusion on maintenance issues is to outline responsibilities in the lease agreement. For example, if the tenant is responsible for maintaining the lawn, list the responsibility in the lease.
Maintaining most systems within a rental property falls to the property owner. For example, the property owner typically must resolve or schedule HVAC maintenance, plumbing issues, roof repairs, and other investments in the property.
When a tenant reports a maintenance issue, respond quickly and communicate the plan to resolve the issue. Then, follow up with clear communication throughout the process.
Neighbor Complaints
If a property owner receives complaints from neighbors about the tenants, it's essential to respond and address the issue. Remember, you may have the neighbors longer than the current tenants. You want to maintain a positive relationship with all parties involved when possible.
Communicate with the tenant to remind them of their obligations. For example, a noise complaint may require a reminder of the local noise ordinances. If the neighbors complain about an unkempt lawn, remind the tenant about their responsibility to maintain the property.
The goal is to help resolve the issue. If the tenant fails to follow their lease agreement, you may have to seek legal steps to enforce the agreement. While it's always best to start with positive communication, you want to respect the neighbors' rights.
Unannounced Landlord Visits
A property owner cannot enter a rental property without notice in Florida. However, a tenant cannot deny a reasonable request for entry from the property owner.
From time to time, the property owner must schedule maintenance or repairs. The property owner also has a right to inspect the property. Tenants also have a right to privacy, and the law requires a landlord to give notice before they enter the property.
If the tenant complains about an unannounced visit from the property owner's management company or home service provider, follow up on the complaint. If it's simply a communication mistake, apologize and investigate the breakdown in communication with the appropriate people. If the problem was an intentional unannounced visit, take time to understand the laws. The property owner risks legal consequences when they fail to follow the law.
Prioritize Good Communication
Dealing with tenant complaints starts with a good plan for communication. Follow the guidelines in the lease and comply with the local laws.
When dealing with a complaint, determine if the issue is valid. Did you fail to meet your obligations as a landlord? Is the tenant difficult and unreasonable? Act based on each unique situation.
Owning rental properties offers many benefits. Yet, it also comes with responsibilities. Do your part to maintain a positive reputation for quality tenant relationships.