How to Manage Tenant Complaints: Best Practices Every Landlord Should Know 

If you self-manage your rental properties, you’ll inevitably receive Tenant complaints from time to time. 

While these can be stressful, the right systems and procedures can make the process as easy as possible. 

It’s vital to handle all complaints promptly and effectively. This will increase tenant retention, help avoid legal issues, and reduce Landlord headaches. And, while no one likes to get complaints, the truth is that you want to encourage Tenants to tell you if something is wrong with the rental. This helps you address small problems early to avoid them becoming major issues. 

Below is a complete guide to preparing for and dealing with Tenant complaints. For additional landlord advice or tools to help you manage your rental properties, visit ezLandlordForms. 

What Types of Tenant Complaints Should Landlords Expect?

Before creating systems for dealing with complaints, it’s helpful to understand the most common types of issues tenants raise. This helps Landlords anticipate complaints and respond more efficiently and effectively. 

Some of the most common types of Tenant complaints include: 

• Maintenance issues and repair requests 
• Noise complaints
• Neighbor disputes 
• Lease violations
• Pest concerns
• Health or safety concerns 

 

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What Should Be Included in a Landlord-Tenant Complaint Process? 

The right systems for dealing with complaints will make it easy for Landlords to navigate all types of Tenant complaints. Here are some best practices to follow: 

1. Clear systems for Landlord-Tenant communication. 

Start by setting clear expectations from day 1. At move-in, ensure Tenants know how to report: 

• Routine maintenance requests 
• Emergency repairs
• Other complaints or concerns 

Whether it’s by phone, email, app, or property management software, have an easy process for communication and stick with it. 

2. Systems to track complaints and provide Tenants with progress updates. 

Keeping Tenants in the loop lets them know that you’re taking their complaint seriously and helps avoid having things fall through the cracks. Some best practices include: 

• Confirming receipt of every complaint. Even if you can’t address it or resolve it immediately, send confirmation that you have received it and are going to investigate it ASAP. 
• Investigating the complaint, determining whether the Landlord or Tenant is responsible for the repair, and making a plan of action. 
• Updating the Tenant throughout each step of the process (for example, service call scheduled, parts ordered).
• Following up after the resolution to ensure the Tenant is satisfied with the result. 

3. Prompt response and resolution.  

Prompt responses to Tenant concerns builds trust and increases Tenant satisfaction. While every complaint isn’t urgent, you should try to resolve complaints as quickly as possible. 

To ensure a swift resolution of Tenant issues: 

• As soon as possible, investigate to assess the issue and determine its severity. 
• Create and communicate a plan of action. 
• Take the steps necessary to put the plan of action into effect 
• Monitor the process and ensure completion. 
• Conduct inspections or follow-up visits to ensure the issue is effectively resolved

4. Thorough documentation. 

Keep records of all communication with Tenants and all actions you take. Good documentation is key for avoiding recurring issues and ensuring you’re protected if legal issues arise. Plus, it helps you track expenses and stay organized. 

Be sure to document: 

• The initial complaint
• All communications with the Tenant or other parties regarding the complaint
• Actions you take to resolve the issue 
• Receipts, invoices, and other documentation you receive  
• Any follow-up needed 

Tips for Minimizing Tenant Complaints 

While good systems help you deal with complaints, prevention is even better. Here’s how you can minimize Tenant complaints: 

• Stay on top of preventative maintenance: Have a preventative maintenance checklist and stick to it. 
• Use a detailed Lease Agreement: This should include clear guidance on maintenance responsibilities and procedures for reporting issues. 
• Be proactive about establishing good Landlord-Tenant communication: A good relationship makes handling complaints easier. 
• Never skip Tenant Screening: When you only rent to qualified applicants with a solid rental history, you reduce the risk of having difficult Tenants. 

Get the Most Out of Your Real Estate Investment 

Tenant complaints are part of being a Landlord, but they don’t have to be overwhelming. Take actions to reduce the risk of complaints, have a plan for dealing with them, and learn from each complaint. 

Self-managing rentals doesn’t have to be stressful. With tools from ezLandlordForms, you can manage your rental like a pro. Create a free account today and start simplifying your property management.