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How to Handle Tenant Complaints

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Marina Shlomov - Monday, February 6, 2017

How to Handle Tenant Complaints How to Handle Tenant Complaints

Tenants can complain about a variety of things, ranging from the need for pest control to problems with neighbors or parking issues. A property management company in Atlanta is going to need to be able to handle all the personality types that form your tenants, as well as their complaints. A little bit of knowledge and a lot of planning can lead to successfully handling these issues.  

 

Create a clear complaint process

 

Create a clear method for tenants to file a formal complaint and make sure the tenant is familiar with this process. This process will allow for increased efficiency in handling complaints within your property management team as they come in.  

A clear reporting process leads to organization. Atlanta property managers will be able to adjust the files to determine which complaints need to be addressed first, which complaints are still opened and need attention, and which have been completed. 

Make sure that the lease agreement between both parties’ states clearly what is and is not the responsibility of the Atlanta property management company. Help tenants, but also be sure to remind them – cordially – of their responsibility. 


Most importantly, keep records of all complaints and all solutions provided. 

 

Be responsible and available

 

No one ever said dealing with tenants would be easy. However, as the landlord, you are responsible for maintaining a welcoming and safe place for your tenants. After all, they are paying to rent the space, you need to make sure it is livable and satisfactory to the best of your ability. 

But what happens when you have tenants who nitpick or constantly complain? What if you feel as though you can never make them happy? The best way to handle this situation is to keep your emotions at bay. You are going to get frustrated, you are going to get angry...it happens. But, whatever you do, do not take it out on your tenants. To them, their concern is real and credible. Do your best to address their concerns and offer solutions. Sometimes just seeing that they have choices can relax a tenant.

Responsibility of all parties are listed in the lease. You have stated what you will provide and the tenant has agreed to follow rules. Do your best to make sure you fulfill your end of the agreement. 

 

Noise complaints

 

In any residential area where you have multiple families living near to each other, with some shared walls or community spaces, you will likely have noise complaints. Daily living causes noise and, in some areas, sounds are amplified more than others. 

When a noise complaint is received, determine whether the complaint is for excessive noise or if it is daily noise caused by thin walls and apartment living.

If the noise truly is excessive, this is where an Atlanta property management company takes on the role of a mediator. You may choose to address the situation directly with the tenants. Take care of feelings, as these individuals will still have to reside closely. Or, you may choose to take an indirect approach by posting notices in the area or on doors of all tenants, reminding them of the community rules stated in the lease. 

What you do not want to do is avoid the complaint. When tenants feel as though they are not being heard, they may file additional complaints or take further (or more serious) steps to combat what they feel as a problem.  

 

Maintenance complaints

 

Always respond to the maintenance requests of tenants. They reside in the home and they know when things are not working properly. Keep clear records of the repairs and follow up to make sure they are completed satisfactorily.  Always promptly respond to maintenance complaints or requests. By choosing to ignore them, you could lead to more costly repairs at your rental home and/or possibly safety hazards. 

Lease agreements should address which appliances the property management company is responsible for and what the tenant needs to handle. If your resident contacts you about an item that is their responsibility, be understanding of the issue and inform them of the agreement. It will comfort the tenant if you or your team follows up with them to make sure the service issue has been successfully rectified. 


The way that you choose to respond to a tenant complaint can make or break the relationship between a tenant and property management company. Tenants complain when they have a concern – no matter how insignificant it may seem. As a management team, you have provided a clear explanation of what you will provide for your tenant. Stay calm and work through each complaint as it comes in. You may realize that once a tenant feels heard, their complaints may dissipate. 

If you have issues with loosing tenants, you might be having an issue with non resolved tenant complaints. If you need help managing your Atlanta rental property and your tenants, give us a call at ALH|Podland Realty, you can always reach us at 404-937-1850.

Atlanta property manager Marina ShlomovMarina Shlomov, a managing partner at ALH|Podland Realty & Rental Homes Property Management is the author of many articles on Landlording, Property Management, and Real Estate Investing. A residential builder in the state of Georgia since 1999, Marina is an investor herself. Her property management company is intended “For Investors” and “By Investors” for a simple reason – she knows what investors’ goals are and she works hard to reach their goals. In her spare time, Marina likes to spend time with her family, friends, garden, read and travel. Check her out at www.alhpodland.com. You can find Marina’s articles and comments at @rentalhomesatl on Twitter, on FacebookGoogle+, Blogger. and YouTube, Bigger Pockets and REI CLub and LinkedIn.



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