As a property manager, you know that dealing with tenant complaints goes hand in hand with your position. Part of being a good property manager or landlord is promptly responding to complaints and concerns posed by residents within your apartment complex or HOA.
It can be tough to do that though, especially when you have dozens of units and it seems all the complaints come in at once. The most common complaint property managers get from residents revolves around maintenance. From roof leaks to broken appliances, these issues tend to have quite a bit of urgency associated with them. Failing to give the issue the attention it deserves can result in a safety concern at worst and an unhappy tenant at best.
Here’s how you can minimize response time for resident complaints and ensure successful communication and, ultimately, solutions to the problem at hand.
Make Yourself Accessible
Accessibility is a key attribute of a property manager. Make sure your tenants and residents know you are always available to address any complaints or concerns they may have. Even from the first time you meet with the resident, be sure to establish rules and expectations so they know how to contact you when needed. Set specific hours they will able to reach you, though, as some residents may abuse the privilege for non-urgent requests.
Be Professional
When responding to a resident complaint, take the time to listen to their issue, display genuine concern, and assure them that the problem will be resolved in a timely manner. Keep a level head when dealing with a resident, especially when personal issues arise between the two of you. Let them know your top concern is to make sure they are satisfied with their current living arrangement. Resolve issues peacefully and with plenty of professionalism.
Use a Resident Complaint Form
Consider implementing a complaint form system that residents can fill out to explain their grievances. This is especially useful when you have several tenants to manage at one time. This system will help you prioritize the requests so you can address them as quickly as possible in order of importance. Another benefit of using this form system is that some residents many feel more comfortable writing out their grievance rather than having a face-to-face confrontation.
Be Prompt
Now that you know what the issue is, respond to the resident right away to let them know you received it. Once you have acknowledged the complaint, let them know when they can expect it to be solved. Even if you can’t actually repair the issue that day, validating their concern in a prompt manner is key. Of course, emergencies will take precedence, so a leaking roof or storm damage will take priority #1 on your list.
Know Your Contractors
Having a construction and maintenance contractor you can trust — skilled specifically in multi-family properties and home owners associations — is imperative. Developing a strong business partnership with a contractor whose sole focus is to address exterior and interior maintenance issues for properties like yours can make all the difference in how quickly you respond to tenant complains.
All you have to do is call them up and let them know the issue to be resolved. They will begin work in a timely manner because they are already aware of your HOA’s standards and regulations. This partnership is vital to ensuring you can address resident complaints fully, quickly, safely and professionally.
Contact All Star Construction Maintenance
The All Star team works with HOA and multi-family complexes throughout Minnesota, making us your trusted resource for resolving resident complaints quickly and easily. To learn more, contact us at 952-942-7454.
