Tenant complaints are inevitable in property management. How you handle them can determine the success of your landlord-tenant relationship.
Common Tenant Complaints
- Maintenance issues (AC, plumbing, electrical)
- Noise from neighbors
- Building cleanliness
- Security concerns
- Service charge issues
Professional Response Protocol
Step 1: Listen and Acknowledge
- Let tenant explain fully
- Show empathy
- Don't become defensive
- Take notes
Step 2: Investigate
- Gather relevant information
- Inspect if necessary
- Consult with building management
- Document findings
Step 3: Respond
- Provide timeline for resolution
- Explain what actions will be taken
- If complaint is unjustified, explain why politely
- Keep communication in writing
Step 4: Resolve
- Take promised actions
- Follow up on progress
- Confirm resolution with tenant
- Document the outcome
Step 5: Follow Up
- Check if solution worked
- Ask for feedback
- Prevent recurrence
Handling Difficult Complainers
- Stay professional always
- Don't take it personally
- Focus on facts
- Know your legal obligations
- Document everything
When Complaints Are Unjustified
- Explain your position clearly
- Reference lease agreement
- Provide evidence if available
- Offer alternative solutions
- Know when to stand firm
ProperLE's service request system helps you track complaints from submission to resolution with full documentation.