1. Listen Like You’re Their Best Friend
When a tenant comes to you with a complaint about a neighbor, the first thing they want is to be heard. This is your moment to put on your best “I’m totally on your side” face and listen carefully. Whether it’s a noise issue, parking squabble, or the age-old “they’re stealing my Wi-Fi” problem, hearing them out with empathy goes a long way. At Nesbitt Realty, we know that sometimes tenants just need to vent—and we’re happy to lend an ear. (And maybe a cup of coffee if it’s been a long day.)2. Get the Facts Straight
Once you’ve heard the tenant’s side, it’s time to play detective. Get all the details: Who? What? When? Where? How loud were they, exactly? It’s important to avoid jumping to conclusions or taking sides until you have all the facts. After all, what sounds like a party to one person could just be a marathon of “The Great British Bake Off” to another. Remember, as a property manager, your goal is to remain neutral and gather as much information as possible before moving forward.3. Be the Calm Mediator
Once you’ve gathered the facts, it’s time to approach the neighbor (cue the smooth jazz music). Diplomacy is key here. Rather than barging in and making accusations, start the conversation calmly. Most of the time, neighbors aren’t even aware that their actions are bothering someone else. A polite nudge can work wonders. For example: “Hey, just a heads-up—your epic karaoke sessions are great, but maybe tone it down after 10 PM so we can all sleep like babies.” Problem (hopefully) solved!4. Create a Plan for Resolution
If a simple conversation doesn’t cut it, it might be time to step in with a more formal approach. This could involve outlining community rules (especially if it’s an HOA community), issuing a formal warning, or even suggesting some sort of compromise between the tenants. Think of yourself as the peacekeeper with a plan. Nesbitt Realty loves a good plan. In fact, we’ve got a whole playbook of creative solutions ready for any complaint that comes our way. From noise-canceling headphones to designated “quiet hours,” we’re all about keeping the peace.5. Document Everything
In property management, documentation is your best friend. Make sure you keep a record of the complaint, your investigation, and the actions you took. This will protect you down the road if the issue escalates (and it’s great for making sure everyone stays accountable). Whether it’s noise disturbances or parking wars, keeping a paper trail ensures that you’re covering your bases.6. Know When to Escalate
Sometimes, despite your best efforts, the situation might get out of hand. If that’s the case, don’t be afraid to bring in reinforcements—whether it’s local law enforcement for noise violations or legal action for more serious issues. And in extreme cases, it may even be necessary to review lease terms or consider eviction. At Nesbitt Realty, we hope it never gets to this point, but we’re always prepared to do what’s necessary to protect the integrity of our properties and ensure that everyone feels safe and respected in their homes.7. Follow Up Like a Pro
Once you’ve handled the complaint, don’t forget to follow up with both tenants. Make sure the issue is resolved, and check in to see if there’s anything else you can do. It shows that you care about their well-being and are committed to creating a positive living environment. Plus, a follow-up lets tenants know you’re on top of things—because, hey, you are!Final Thoughts: Managing Tenant Complaints the Nesbitt Realty Way Handling tenant complaints about neighbors might not be the highlight of your day, but with a little patience, empathy, and a dash of Nesbitt Realty flair, you can smooth things over and keep your property running like a well-oiled machine. And who knows? You might even help turn feuding neighbors into best buds. (Okay, maybe that’s a stretch—but we can dream!) At Nesbitt Realty, we’re here to help with any tenant issues, big or small. Because at the end of the day, we believe in not just managing properties but building communities.
