Complaints are a natural part of managing properties where residents live in proximity, whether in a rental building or an HOA. For property managers, knowing how to resolve these issues is key to keeping loyal renters satisfied.
Today’s article outlines the five most common renter issues property managers face and provides practical solutions for resolving them effectively.
Maintenance & Repair Delays
We live in a fast-paced world and have come to expect immediate responses to practically everything, from food delivery services to instant information at our fingertips via smartphones. This need for immediate action includes timely responses to maintenance and repair requests in rental units. Tenants have come to expect swift action when they make repair requests to keep their home functional and safe.
When a faucet is leaking, a toilet is clogged, or the locks on the doors are malfunctioning, a tenant should receive a response in a reasonable amount of time. One of the best ways to handle maintenance requests fairly and prioritize issues based on security and functionality is to establish a process for renters to request repairs. Make it easy for tenants to report issues via an online portal, an app, or a dedicated maintenance phone line. The repairs may not be able to be fixed instantly, but the communication technology can let the renter know that the request has been received and may even provide an estimate of when the repair or maintenance will be completed. It is critical to keep communicating with tenants about repairs so they understand the process and when they can expect the necessary repairs to be completed.
Noise Complaints
A top source of friction in a rental community is often noise from crying babies, barking dogs, or loud neighbors. What starts as a small complaint can quickly spiral out of control, with neighbors complaining about each other.
Whether it is loud behaviors or noise coming from a child, dog or stereo, sound complaints are fairly common. While there is no easy solution, it is always a good idea to remind neighbors of noise ordinances and to be courteous to each other about noise early in the morning and late at night.
To ensure everyone understands, a noise requirement may be in the lease, and a friendly verbal reminder may be enough to keep the noise level down. If issues continue after a written reminder, consequences may be needed.
To help with noise issues, consider adding insulation when the opportunity arises or adding carpeting to quiet heavy footsteps across the ceiling.
Security Issues
Safety should always be a top priority for property management companies. If renters are complaining about broken locks or windows, unfamiliar people on the premises, or poorly lit walkways, the issues should be handled quickly and with safety in mind.
While these issues do occur throughout the year, it is best to perform regular safety checks, such as reviewing exterior lighting and surveillance cameras, and connecting with renters to ensure they feel safe.
Pest Infestations
Pests such as mice, rats, stink bugs, cockroaches and bedbugs are common issues, especially in older buildings. If your renters do complain about these critters, take action immediately before it becomes an even bigger issue. Contact professional exterminators who can take measures to rid the community of the creatures and set up regular checks to ensure they do not return. It is also critical to keep common areas clean to prevent pests from having a food source, such as trash or crumbs.
Parking Issues
Parking can be a huge pain point for some rental communities. If parking is scarce around your property, it may be best to assign spots to each unit. It may also be a good idea to have rules about guest parking to reduce confusion and conflict.
By understanding and implementing proactive, well-communicated solutions for these five common renter complaints, maintenance delays, noise, security concerns, pest infestations, and parking issues, property managers can transform potential friction into opportunities for building trust and loyalty. Addressing these issues promptly and effectively is not just about resolving problems; it’s a vital strategy for maximizing renter satisfaction, improving retention rates, and ultimately, ensuring the stability and long-term success of your property portfolio. Talk to our team at Thayer & Associates for your property management needs.