You might be a great landlord, but things can sometimes go wrong, and tenant complaints are unavoidable.
Although you can’t stop tenants from complaining, there are steps you can take to keep your tenants happy. Here is a look at some that will have the biggest impact.
Although it might not seem important, take your tenants’ issues seriously. By remaining calm and listening, you should be able to determine what the problem is and how quickly it needs to be fixed.
For example, perhaps one room tends to leak following heavy rain. Just because your tenant has contacted you about a leak, that doesn’t mean it’s the same one. Assuming it’s not important could allow the problem to get worse, leaving you with expensive repairs and disgruntled tenants.
Using companies such as inventorybase.co.uk and their property inventory software to agree on the state of the property when the tenancy starts should mean your tenants won’t contact you unless there is a genuine problem.
If you’re difficult to reach or never reply to tenants’ concerns, you will end up with frustrated and distrusting tenants. Make sure you’ve provided your correct contact details and have let your tenants know when you will be available. You should also outline an emergency procedure in case something goes wrong outside those hours.
Fix Issues Swiftly
Odds are a tenant won’t contact you unless something is genuinely wrong, so ensure you deal with the problem in a timely manner appropriate to the urgency of the problem. For example, a cracked tile can wait a while, but a broken lock or issue with the boiler must be fixed immediately.
Regardless of the size of the problem, tenants are always happy to know that problems are being dealt with swiftly.
Nobody wants to be in a situation where their landlord is unwilling to fix a problem in their property. Showing your tenants genuine concern when something goes wrong will build trust and avoid further complaints.
If the situation get heated, remain calm and remove yourself from threatening situations.
Likewise, never shout back at a tenant or threaten retaliation such as ignoring maintenance requests or interfering with utilities as these acts are illegal and can cause you bigger problems in the long run.