As a property manager one of your jobs is to keep tenants happy. It can be most rewarding or on the other end it can be most frustrating and difficult part of the job as well. So, whenever a tenant makes a complaint it is very important to handle the complaint in professional manner. Every single complaint must be taken seriously or there can be some very frustrated tenants.
Below are some suggestions on how to handle the complaints so that they can be resolved as quickly as possible.
Document the complaint
We can all remember complaints but it also very easy to forget them as there are other tasks to handle as well. Forgetting complaints means unhappy tenants and no clear resolution to the issue. That’s why don’t forget to document them.
Address the issue immediately
Try to address the issue immediately or as soon as possible whichever the case may be. It does not take long enough for a simple maintenance call about small issue to turn into complaint about management and responsiveness.
Investigate excessive noise complaints
If there is a legitimate complaint about blasting music in the night then landlord must take action and deal with the violating party promptly.
Consider if the complaint is legitimate
While it is property manager’s responsibility to handle all complaints but there will be times when there are no grounds for the complaint made. For example, complaining about the off white color of the wall is not complaint as tenant was aware of this prior to moving in.
Assign importance level to complain
While mangers want to deal with all complains equally, some complaints are more important than others. It is best to assign each complaint a priority level so that you do not forget about more urgent complaints while dealing with the others which are not so urgent.
Provide written response
While you want to speak to the tenants about the solving the problem, it is better to put it in writing reassuring that the issue has been dealt with in a timely fashion.
Whatever the nature of complaint may be handling then in proper order and in professional manner will keep everyone happy.
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