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Seven Tips to Handle Tenant Complaints and Maintenance Requests

Updated: Sep 6, 2023

Handling tenant complaints and maintenance requests is an important part of being a landlord or property manager. Here are some steps to follow when addressing tenant complaints and maintenance requests:

Respond promptly

It's important to respond to tenant complaints and maintenance requests promptly. Acknowledge the request or complaint and let the tenant know that you will address it as soon as possible.

Evaluate the situation

Evaluate the situation to determine the severity of the issue and the appropriate course of action. For maintenance requests, assess the issue and determine if it requires immediate attention or if it can wait. For complaints, gather all the relevant information and try to determine the cause of the problem.

Communicate with the tenant

Keep the tenant informed throughout the process. Let them know what you're doing to address the issue and when they can expect a resolution.

Take action

Take the appropriate action to address the complaint or maintenance request. This may involve repairing or replacing damaged items, addressing noise complaints, or addressing other issues that are affecting the tenant's quality of life.

Follow up

After the issue has been resolved, follow up with the tenant to ensure that they are satisfied with the resolution. This can help to build trust and maintain a positive relationship with the tenant.

Keep records

Keep detailed records of all complaints and maintenance requests, including the date, time, and nature of the issue, as well as the actions taken to address it. This can help to protect you in case of any legal disputes.

Prevent future issues

Look for ways to prevent future issues from arising. This may involve improving the property's maintenance and repair schedule, addressing common complaints proactively, or providing additional resources to help tenants address issues on their own.

Handling tenant complaints and maintenance requests requires prompt, effective communication and a commitment to resolving issues quickly and fairly. By following these steps, you can help to build a positive relationship with your tenants and maintain a well-managed rental property.


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