Toddlers complain. Teenagers complain. Really, everyone complains. As a landlord, you know that residents do too. How do you deal with it?
'I don’t' is not a good answer. 'I’m a pro at handling complaints' is a good answer, but not the answer most landlords can give. So for those of you trying to figure out how to handle this battlefield, we’ve got some suggestions.
Come up with a system to record and resolve issues. When a resident tells you the water heater needs fixed write it down ASAP. If they tell you in person and you write it down in front of them, even better, because this lets them know you care and you are trying to remember. Also give yourself a timeline to take care of these problems. A broken water heater would be of higher concern than a broken window screen so be sure to prioritize needs while also making sure everything is taken care of in the end.
Try to have answers ready. Sometimes residents make complaints because of preference or wants but that you don’t really have to take care of. However, you do need to show you’re listening and not brushing their concerns off like a piece of lint. So when they ask why you can’t offer visitor parking, why they can’t paint their walls, why they’re currently stuck with 1970’s style lighting, have an answer ready for them. Refer to the lease agreement if you need to.
Keep in contact. There are times when you’re trying to resolve a complaint and it’s taking longer than you’d thought. This could be for any number of reasons, but whatever the reason is, let the resident know that you haven’t forgotten them and let them know what is going on. Communication can help you avert further complaints.
Know the rules. Residents may complain to you about noisy neighbors, suspicions that someone is using drugs, participates in gang activity, or something similar. Not all of these cases require you to resolve the issue, but it does help if your resident asks and you have an answer so they know what step to take.
