How To Handle Renter Concerns

How To Handle Renter Concerns Sunset Plaza Apartments Jackson

As a property manager for an apartment complex or other residential building, you’re bound to encounter some tenant concerns. These can range from a simple noise complaint to news of broken or inoperable appliances.

While some of these issues can be resolved with a few quick calls or emails, others require plenty of legwork on your end. Whether you’re a seasoned professional or new to the world of property management, here are the steps you should take to handle renter concerns.

Listen and Communicate Effectively Successful communication depends on your ability to both talk and listen. No matter who the tenant is or what the situation involves, try not to be dismissive of the issue at hand; instead, try to get to the bottom of the situation. Get as many specifics as you can by asking follow-up questions. Just as journalists must get the who, what, where, when, why, and how of a situation, so too should property managers.

Listening and asking questions doesn’t just help you collect necessary information about a resident’s complaint; by investing yourself in the conversation, you’re demonstrating an elevated level of compassion and respect. This may help placate tenants and avoid escalating the situation. Your genuine concern will build a stronger resident-landlord relationship, one that may keep tenants happy, even in the face of a leaky roof or pesky appliance.

Remain Professional This advice goes hand-in-hand with effective communication.

Inevitably, a frustrated tenant will focus their emotions outwards, and you’ll be standing in the line of fire. Understand that, so long as you’re doing everything you can to help your tenant, you are not the reason behind their rage. Professionalism for a property manager is identical for professionalism in any other industry—it requires a calm but determined demeanor, a firm hold on your temper, and the absence of threats or raised voices. Even when faced with shouts, curses, or insults from a tenant, you should remain stoic and understand that this is the culmination of stress, not an indicator that you’ve personally made a grave error.

Keep Tenants Updated As you go about addressing issues, particularly ones that involve more time and effort, be sure to keep impacted residents posted.

That’s not to say you should be chatting with them 24/7; rather, keeping tenants posted means alerting them to current and next steps during your office or business hours. Be sure to set a rigid schedule and emphasize that outside-of-hours contact is reserved for emergencies. Make sure to respond to during-hours questions and other messages in a timely manner, and maintain that smooth communication throughout the entire process to keep renters satisfied. After all, happy renters lead to lower turnover rates, which can make you happy, too!

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