Ah, tenant complaints about property maintenance—the delightful emails, the urgent calls, and the occasional overly dramatic text about “disaster-level situations” (spoiler alert: it’s often a clogged sink). At Nesbitt Realty, we’ve seen it all, and we know how to keep cool while keeping tenants happy.
Step 1: Listen Like a Pro
When tenants reach out with a maintenance issue, resist the urge to sigh loudly. Instead, lend a sympathetic ear and jot down the details. Sure, the “emergency” might turn out to be a lightbulb change, but hey, empathy builds trust!
Step 2: Sort the Mountains from the Molehills
Not all complaints deserve a flashing red siren. Leaky roofs? Top priority. Strange noises that “might be a ghost”? Low priority—unless, of course, it’s October. Create a system to tackle urgent issues first while keeping the smaller ones on your radar.
Step 3: Channel Your Inner Messenger Pigeon
Good communication is everything. Let tenants know:
- You’ve heard them.
- You’re on it.
- They can stop sending hourly updates.
A simple, “We’ve scheduled a repair for Tuesday at 10 a.m.,” goes a long way toward quelling tenant anxiety.
Step 4: Call in the Big Guns
By big guns, we mean trusted contractors. There’s nothing worse than hiring someone who “fixes” the problem only to have it return two days later with friends. Reliable pros save time, money, and your reputation.
Step 5: Keep Your Receipts (Literally)
Document every complaint, repair, and resolution. This isn’t just for fun—though spreadsheets are undeniably satisfying—it’s essential for protecting yourself from disputes and keeping tabs on recurring issues.
Step 6: Stay Ahead of the Curve
Why wait for tenants to complain? Preventive maintenance keeps your property in tip-top shape and tenants smiling. Plus, fewer emergencies mean fewer 3 a.m. wake-up calls. (You’re welcome.)
Step 7: Stand Your Ground
Not every tenant request is reasonable. If someone insists on a full kitchen remodel because the fridge is “so last decade,” politely remind them of the lease terms. It’s okay to say no—just say it with a smile.
The Nesbitt Difference
At Nesbitt Realty, we know that tenant complaints are part of the rental property game. But with a little humor, a lot of organization, and a dash of empathy, you can turn every complaint into an opportunity. Because happy tenants = longer leases, and fewer vacancies = more time to enjoy your coffee.
Got tenant complaints? Don’t sweat it—Nesbitt Realty has your back.
