If a tenant makes a complaint, be it a maintenance, noise, safety or health concern, you should be careful in how you approach it. Poorly handling a tenant’s complaint can worsen the situation.
Here is what to consider doing:
Inform them to make the complaint in writing
If your tenant calls to tell you about an issue they are facing, encourage them to follow up the verbal report with a written one. Inform them to provide in-depth details about the complaint in their email.
If it’s a dispute with a fellow tenant, ask them to include their name and house number, the name of the other tenant and house number and the reason behind the conflict. If it’s a maintenance issue, ask them to include their name and house number and in-depth information about the needed maintenance or repair on the complaint.
Give an in-depth response
Upon receiving the email from your tenant, ask questions to ensure you are well-informed. When you are ready to issue a solution, send a detailed response to your tenant. Be empathetic in your response. For example, if they want you to repair a broken water heater, acknowledge the difficulty they may have gone through due to the inconvenience.
Further, send your response promptly. Taking too long to respond after obtaining the needed information from the tenant can make them believe you have ignored their complaint. If you need more time before solving the issue, let them know.
Implement solutions to prevent future complaints
If possible, implement strategies that prevent that particular problem from recurring, eliminating the chances of similar complaints in the future.
A tenant can forward a complaint to state agencies, including the Housing Court if you fail to handle the matter effectively. Thus, it’s vital to act quickly to save yourself from costly cases.
