Calendar icon January 18, 2024

7 Common Tenant Complaints and How to Deal with Them

Before we get to common tenant complaints, let’s get a property management complaint clear: It can feel like the only time tenants are responsible is when they have a “complaint.” We’ve had plenty of property managers express this frustration! 

The key for property managers is to put a plan in place to proactively prevent issues that might lead to resident complaints. By offering residents valuable services and deploying proactive strategies, property managers can avoid a lot of the headaches of dealing with complaints.

Of course, no matter how well you anticipate problems, they will inevitably arise. So, today, we’re sharing our findings from conversations with property management companies on the ground. We’re outlining the top seven tenant complaints they shared with us and the best process to resolve rental complaints or disputes.

Common Tenant Complaints

We polled a group of single-family property managers, asking them to list the most common tenant complaints their companies deal with. We’ve grouped the specific complaints into broader categories. Without further ado, here are the top seven.

1. Maintenance issues

Maintenance issues were by far the most common tenant issues listed. From plumbing and water backup complaints to water heater or furnace issues to regular wear and tear.

Perhaps the most important factor in these types of complaints is response time. Maintenance issues are unavoidable to some extent, so the way in which a property manager deals with them when they occur makes all the difference.

Property managers often use property maintenance software to help automate and manage responses to maintenance requests. Platforms like Property Meld can help optimize work order management, response-time tracking, communication, scheduling, and more.  

Another key to managing maintenance complaints is to ensure you have preventive maintenance strategies in place. This can be a resident rewards system that encourages residents to take preventive measures themselves. An air filter subscription is another way to ensure critical maintenance issues pop up less frequently. We include both of these services in the Second Nature Resident Benefits Package (RBP) and have seen them prove quite effective.

 

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2. Aging appliances

While you might wrap this into maintenance issues, it comes up enough to warrant its own category. Aging or malfunctioning appliances are some of the top renters’ complaints we hear about from property managers.

As with other maintenance issues, the key is a quick response time and quick resolution. Property managers can use similar maintenance software tools to respond to and schedule repairs with appliance vendors.

A preventive strategy here is to ensure that all appliances are up to date when you have a transition between residents.

3. Utility costs

None of us love paying for utility costs, and this is another top complaint we’ve heard property managers report from their residents. Residents may complain about the rising cost of heat in winter or air conditioning in summer.

Property managers have different approaches to utility bills. Some will put the utilities in their name or the property owners’ name and then bill it back to the resident during occupancy (which eliminates the headache of transitioning between tenants). Others will put everything in the residents’ names when they move in. Still others will take a hybrid approach – for example, putting water in the owners’ name and energy and internet in the residents’.

Whatever way you slice it, though, the rising cost of energy and utilities is a headache. One way to help residents through this is by providing services that help build their financial security and reward them for on-time bill payments, etc.

A Resident Benefits Package achieves this by giving residents services they value and are willing to pay a little extra for. For example, the Second Nature RBP includes a move-in concierge service that helps residents find the best prices for utilities in their area and set them up without the hassle. It’s all done in a single phone call.

4. Rent concerns

Residents may also complain about strict rent payment deadlines or rent increases. There are a few ways to address this. First, it’s critical to set expectations from the very start. Let residents know what rent deadlines will be and help set up an easy payment system to remove barriers to on-time payments. For rent increases, you can give them the option of locking in a rate for a longer-term lease.

Once expectations are set, you are in a better position to enforce them.

Another great way to approach resident rent concerns is to give them incentives for paying rent on time and help them build financial stability through those payments. In our RBP, we provide credit reporting services to ensure that every on-time payment benefits the residents’ credit. And our resident rewards program gives residents perks for on-time payments, too.

5. Pests

Another common reason residents might reach out is to address pest problems like bed bugs, cockroaches, mice and other rodents, etc. These rental complaints must be addressed immediately to avoid a pest issue becoming a pest infestation.

Property managers typically have trusted vendor relationships with pest control and exterminators in place to deal with pests immediately should any issues arise.

While preventive measures like sprays can be somewhat effective, we’ve found that the ROI just isn’t there for most property management companies. A better strategy is to have on-demand pest management services available to deal with the issue if and when it happens.

On-demand pest control nips the problem in the bud, and you’re not overpaying for services you don’t need.

6. Safety

Feeling safe in our own homes is critical to our quality of life. Safety concerns may not always be a property manager’s responsibility, but tenants may still reach out about them.

While PMs can always recommend security systems, the key here is simply to ensure the property is in good condition. At a move-in inspection, ensure all locks are in working order, windows close and lock properly, and outdoor lighting is in good condition. States also may have laws concerning locks, keys, and security, which property managers should be familiar with.

Another great way to invest in resident safety is to provide renter’s insurance. A renter’s insurance program can give residents peace of mind about risks and protect the owner from unexpected loss of income or property damage.

One more increasingly important factor in safety? Identity protection. Cybercrime occurrences have surpassed home burglaries in the past three years. With identity protection, you can provide a valuable service to residents and a buffer to their finances while they get restoration.

7. Communication gaps

Lack of communication can cause big issues.

Setting expectations from the start, and keeping residents regularly informed of important updates and information, is key to their satisfaction. From their welcome letter and lease agreement to renewal notice to move-out instructions, every touchpoint matters in ensuring residents are getting the best experience and value from your property management company.

With communication, it’s critical to track your teams’ response times when handling tenant complaints and how quickly tenant issues are resolved. Any time you receive communication from a resident, your team should respond promptly and with the best service possible.

This brings us right into our next section, where we’ll outline in more detail how that communication should progress.

How to deal with tenant complaints in your rental properties

Here are a few different tactics and processes to have in place at your property management company to take care of renters’ complaints before they become a sticking point or damage the relationship.

Never ignore a complaint

Any property manager can tell you that ignoring a complaint is possibly the worst thing you could do. Not only will it lead to disgruntled residents, but ignoring serious issues like maintenance problems, pests, or safety can lead to escalating problems that could cost your clients a lot of money.

Even if a complaint doesn’t have merit, property managers should respond with a clear explanation to ensure residents know they were heard.

Get as much information as you can

When your team first receives a complaint, they should ask lots of questions to ensure they fully understand the issue. Get all the information you can so that you can get to a solution.

There are plenty of software tools on the market that can help with this step. For example, Mezo is an AI-driven property management software that takes requests directly from residents and uses conversational AI to ask these questions in real time. This helps identify the actual issue, help the residents resolve it themselves, or escalate it to the right vendor.

Be empathetic in your communication

You’ll get much further with residents if your approach is empathetic rather than combative. If they’re happy, they’re more likely to stay, to pay on time, and to be an easier customer to deal with. Train your team to listen and respond with empathy and excellent customer service.

Explain the steps to resolution

Overcommunicate and keep your tenant in the loop. Explain the steps that will be taken to resolve their issue. Follow up after to ensure that they are satisfied. You can use software tools to help track this and support communication through a dashboard, automation, etc.

Take preventive measures to avoid repeat issues where possible

If it’s within your power, set up preventive measures and reassure your residents that similar issues won’t arise again – or that you’re ready for them when they do. Again, some useful strategies could include an air filter delivery service, on-demand pest control, and more.

Communicate value

Remind your residents of the value you provide them! Got a pest complaint? Remind them that on-demand pest control is already part of their resident benefits package – an add-on value that not every property will include. Of course, you don’t want to be exploitative about this, but a successfully resolved issue is an opportunity to communicate the value of the property they’ve chosen.

How to resolve rental disputes when complaints go unaddressed

Though it should be rare, disputes will occasionally arise between tenants and property managers or owners. If a dispute does arise, it’s critical to know the laws in your area and to seek legal advice about tenants’ rights and what you’re required to do by law.

Here are a few key ways to deal with rental disputes:

  • Keep communication open: Initiate open and clear communication with the resident. Encourage them to express their concerns and provide details about the unresolved issues. This dialogue can help in understanding the problem better. 
  • Document everything: Keep detailed records of all communication, including emails, letters, and notes from conversations. Documentation is essential for legal purposes and can serve as evidence if the dispute escalates.
  • Inspect the property: Have a thorough inspection of the rental property to assess the validity of the complaints. Document any issues found during the inspection, and share the findings with residents.
  • Offer solutions: Propose viable solutions to address the specific complaints. Work collaboratively with the resident to find mutually agreeable resolutions. This may involve repairs, maintenance, or other actions to remedy the situation.
  • Legal consultation or mediation: As we mentioned, given the variation in state laws, it's crucial to seek legal advice. You may also want to consider a professional mediator before taking more serious legal action.
  • Follow proper procedures: Adhere to any applicable eviction or dispute resolution procedures outlined in your state's landlord-tenant laws. Failing to follow proper procedures may lead to legal consequences.
  • Document resolutions: Once a resolution is reached, document the agreed-upon actions in writing. Both parties should sign the agreement, creating a legal record of the terms agreed upon to avoid future misunderstandings.

Remember, the specifics of these steps may vary based on your location and the unique circumstances of the dispute. Always consult with a legal professional to ensure compliance with local laws and regulations.

How Second Nature helps deal with tenant complaints and rental disputes

One of the best ways to address inevitable complaints is to ensure you have a good relationship with your residents. Keep communication open, set clear expectations, and be responsive. It’s also important to ensure that you offer a great resident experience overall.

Second Nature’s goal is to help property managers provide the best resident experience possible. To that end, we’ve developed a robust and customizable Resident Benefits Package that helps support preventive strategies, rewards responsible resident behavior, and protects residents’ financial stability.

Learn more about the benefits of an RBP and how we’re helping property managers drive resident satisfaction.

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10 Best Property Management Websites for Property Managers

One important approach that property managers can take to keep up to date with current industry trends and approaches is to maintain a watchlist of different property management websites. That's because these sites often reflect best design practices and website templates as well as content sharing ideas. Today we'll cover some of the top property management websites, all considered favorites and regularly featured on “Top 10” lists in the industry, with a focus on what makes each one distinctive, whether from a design optic or a content perspective. 1. Second Nature It may seem odd for us to mention ourselves first on this list, but we are genuinely proud of our brand and messaging! After all, we’re in this business for a reason – and that’s why the content of the Second Nature website is so squarely people-focused, with an emphasis on solutions that improve the lives of residents, investors, and property managers alike. There’s a robust business principle underpinning this “Triple Win” philosophy: residents want their needs proactively anticipated, and they're willing to pay (and stay) for that service. This is particularly true for a younger generation that is attuned to the convenience offered by services such as Uber and Amazon. That’s why the language used on the website reflects a humanistic approach that goes beyond transactional basics, preferring “residents” rather than “renters,” for example, or “home” rather than “rental property.” It’s also why Second Nature’s “Resident Benefits Package” is front and center, and designed to give residents, investors, and property management businesses a win. Accordingly, like all successful marketing, Second Nature’s value proposition is not only tangible – it’s personal. Visit www.secondnature.com to learn more. 2. Nest DC The Nest DC website also focuses on the families behind the doors and the people behind the investment portfolios. Although residential real estate management is associated with a certain gravitas, the language as well as the overall branding of the Nest DC website plays off of a certain “avian” riff and is designed for easy readability. Where most sites incorporate an “About Us” page, for instance, Nest DC features an “About the Birds” content piece. It’s all done with serious intent, however, and the website design is sleek, clear, and user-friendly. Visit www.nest-dc.com. 3. Bay Management Group As soon as you hit the homepage of the Bay Management Group website, it’s clear that its primary target audience consists of real estate investors and property owners. That said, the site does host an impressive library of instructional and advisory videos for tenants, property managers, and landlords, as well as investors. With the tagline “property management that’s a cut above the rest,” home page testimonials, and a blue-toned web design of the sort favored by financial institutions to connote trustworthiness, the focus is on differentiation through delivery of high-quality property management services to deliver reliable rental income. Beyond its primary “free property management analysis” feature, other web functionalities include a blog, owner portal, tenant portal, and various program application options. Visit www.baymgmtgroup.com 4. Rentberry Rentberry is a global rental platform describing itself as a “transparent and secure home rental platform that connects tenants and landlords.” With the tagline “Renting done right – finally,” its principal focus is on prospective tenants and landlords. Top-level navigation includes online rent payments/rent collection. It also includes tenant screening functionality as well as options to search listings for vacancies or create a property listing. Among the usual resources (blog, help center, FAQ, contact information), Rentberry also features pricing guides for both tenants and landlords to help streamline the onboarding process. Visit www.rentberry.com 5. Grace Property Management & Real Estate Based in Denver (Colorado), Grace Property Management & Real Estate focuses on both residential and commercial properties in Denver. Although the company was founded in 1978, its online presence boasts astute use of online marketing tools and property management solutions, to say nothing of search engine optimization, with numerous calculators and other resources available from the top-level menu. Like many companies with a strictly regional presence, Grace Property follows the tendency of including full social media and phone contact information in the header. Visit www.rentgrace.com. 6. MESA Properties MESA Properties gives its geographical focus the hero image treatment, with the tagline “Servicing the Inland Empire, Eastern San Gabriel Valley and High Desert.” Below the header, it also bills itself as “an owner-centered property management company.” Accordingly, much of the functionality on offer from the top-level navigation is focused on professional property manager services and resources for owners, but it does include resources for tenants, including maintenance request options, and portal login. Visit https://www.mesaproperties.net/ 7. Golden State Property Management The Golden State Property Management website presents with the tagline “Total property management of the most comfortable homes in the South Bay,” as well as two prominent feature buttons aimed at residents (“Pay Rent”) and potential residents (“Search Vacancies”). With straightforward top-level menu options, mobile-friendly design, and high-contrast navigation elements, this site is exemplary in its simplicity. Visit www.goldenstatepropertymanagement.com 8. Sleep Sound Property Management Sleep Sound Property Management takes aim at the stress of managing the rental process, and as such takes on an advisory persona in its content. With the word “guarantee” appearing over 10 times on the homepage alone, the message is clear: this is a company devoted to providing great property management services in support of maximizing investment returns. Its “Why Choose Us” page also highlights its investments in cloud-based property management software, also designed to ease the stress of managing property investments. Visit www.propertymanagementportlandor.com 9. Good Life Property Management The website of this San Diego-based property management company is one of the only companies in the industry to highlight customizable user elements (color and font size) in the header of every page of its website. From the marketing perspective, this sends an important signal that the company is serious about finding ways to partner effectively with its community of investors and tenants. Visit www.goodlifemgmt.com 10. Luxury Property Care Luxury Property Care bills itself as “Florida’s only full-service property management and investment concierge for residential and commercial properties.” Its focus on offering high-end services is reflected in its mission statement: “Treat yourself to the luxury you deserve and let us handle every aspect of investing in off-market real estate and building a first-class rental empire with ease.” It’s also reflected in the website design scheme, with black and gold color elements being a popular way for brands to convey notions of elegance and prestige. Visit www.luxurypropertycare.com Follow the Second Nature Website to Keep Tabs on the Property Management Industry At SecondNature.com, you’ll find an abundance of resources designed to keep you up to date on events, analysis, and expert perspectives in the field – all geared toward helping property managers create a “Triple Win” that benefits residents, investors, and property managers alike: Triple Win Property Management Blog Triple Win Property Management Podcast Triple Win Property Management Events Learn more about Second Nature’s Resident Benefits Package, which is designed to generate revenue and establish Triple Win conditions for your residents, investors, and business.

Calendar icon February 26, 2024

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10 Best Property Management Blogs to Read and Learn From

As a property manager, one of the best ways to stay attuned to the latest trends, technologies, and strategies in the field is to read industry blogs across a range of property management websites. That's because the content of these blogs often consists of shared best practices and practical tips from peers and other experts. They also help you keep abreast of any regulatory changes and compliance requirements that may inform your business decisions and strategies. Today we'll cover some of the top property management blogs, with a focus on what each site brings to the table. 1. Second Nature The SecondNature blog provides insights on a wide range of topics related to property management, including market trends, technology, resident retention, and more. Its focus is primarily on a “Triple Win” philosophy, which expresses the idea that residents, property managers, and investors can go beyond transactional basics to create new, mutually winning experiences. In that vein, sample blog post titles include “How to Start a Resident-focused Property Management Company in 13 Steps,” “9 Ways to Improve Your Resident Experience,” and “How to Craft a Lease Renewal Letter that Wows Your Residents.” With top categories ranging from “Operational Efficiency” to “Resident Experience” and “Homeowner Insights,” the SecondNature blog is a valuable, highly readable resource for property owners and managers alike. Visit the SecondNature blog 2. Bay Management Group Blog The Bay Management Group manages over 6,000 units throughout Pennsylvania, Maryland, Northern Virginia and Washington, D.C. Its blog reflects this partially regional focus, with categories including “Owning a rental property in Maryland,” “Owning a rental property in Pennsylvania,” and the like. However, much of the content is broadly relevant to the property management business, with articles including “7 Ways to Ensure Your Potential Tenant’s References are Real,” “Tips for Successful Real Estate Partnerships” and “What is the Renter’s Bill of Rights and How Does It Protect Tenants?” This is a great blog that hosts archives going back to July 2012, making it one of the more venerable sites in this list. Visit the Bay Management Group Blog 3. Nest DC Blog Nest is a Washington management firm that focuses on homes and residents in and around Maryland, with expertise in single family homes, condos, multifamily housing, and mixed-use property in high-density, urban environments. Its clean, stripped-down design dispenses with the standard trappings of blogs such as tags and categories, and features both job listings and articles, with sample titles including “Important Factors for Real Estate Investing,” “Best Practices for Tenant Screening,” and “A Guide to the Eviction Process in Washington DC.” Visit the Nest DC Blog 4. Buildium Blog The property management software company Buildium publishes blog posts and other resources on a wide range of property management topics, from accounting & taxes to legal considerations, to marketing tips and the latest news from Buildium. Clearly, the content is aimed at a broad segment of the property management community, including rental property owners, property maintenance professionals, and real estate investors. Sample blog post titles include “The ins and outs of HOA reserve fund accounting,” “The best rent payment app in 2024: Comparing 8 online rent payment systems,” and “The 5 best multifamily property management software solutions in 2024.” Visit the Buildium Blog 5. Appfolio Blog Another software company, Santa Barbara (California)-based AppFolio focuses on SaaS for the real estate market. You do not need to be a user of the Appfolio software to find its blog relevant – in fact, much of the content focuses on issues of broad interest to property management and property investment groups, with sample blog article titles including “Three Leasing KPIs Every Property Manager Should Track to Optimize Their Business,” “4 Ways to Strengthen Vendor Relationships,” and “Your Ultimate Guide to Leasing Season: How to Maximize Occupancy and Efficiency.” Visit the Appfolio Blog 6. BiggerPockets BiggerPockets is positioned as a complete resource for anyone looking to succeed in real estate investing. Thus, its blog is squarely focused on matters relating to property investment and rental income, with titles that reflect that focus (e.g., “12 Ways To Make Passive Income From Real Estate Investing,” “High Credit Borrowers Get Punished and New Landlord Laws Put Tenants First,” and “2024 Rental Market Outlook: Is a Shift Coming Next Year?”) However, it also provides a number of articles with potentially broader interest to property management services (e.g., “Put THIS in Your Lease Agreement (So Tenants Don’t Break It!)” “9 Ways Your Property Management Tool Can Improve Your Business,” and “The Rise and Fall of the American Shopping Mall”). Visit the BiggerPockets blog 7. Rentometer Blog Rentometer provides a number of offerings around its collection and analysis of approximately 10 million rental records annually. The Rentometer blog is an extension of this capability, and aims to provide marketing insights to help manage real estate businesses. Its blog publications date back to 2018, and provide perspectives on remote property management, tools for growing real estate businesses, and more. Sample titles include “6 Tips for Communicating Rent Increases,” and “How to Use Rent Comps When Setting Your Rent Price.” Visit the Rentometer Blog 8. Propertyware Blog Like Buildium, Propertyware is an acquisition of the RealPage corporation but it continues to maintain a blog featuring news, trends and tips on single-family rental properties. Sample titles include “10 Tips For Maintaining Electrical Safety At Your Rental Homes,” “What’s Hot: Tankless Water Heaters for Rental Housing,” and “How Rental Property Software Helps in Processing Security Deposits.” The blog has also compiled different article series under various themes and topics, making it easier to navigate the wealth of information on offer. Visit the Propertyware blog 9. Rent Manager Blog The Rent Manager blog is largely focused on news about this property management software developed by London Computer Systems (LCS), and features tips and best practices for users, as well as news on feature enhancements. However, the blog also includes a dedicated category for property management trends, with articles such as “The Benefits of AI for Residential Property Management,” “Why Lowering Renewal Rents is a Smart Move for Multifamily in 2024,” and “Resident Screening: The Lost Art of the Reference Check.” Visit the Rent Manager blog 10. All Property Management Blog The All Property Management Blog reflects its identity as a marketplace of property management services, with articles aimed at real estate investors as well as property managers. Blog categories include property management tips and advice, product reviews, and content related to property taxes and finances. Sample titles include “How to Rent Out an Apartment: The Go-To Guide for New Landlords,” “Top 10 Rental Listing Syndication Websites and Time-Saving Tips,” and “5 Successful Rental Property Management Strategies.” Visit the All Property Management Blog Follow the Second Nature Blog, Podcast, and Events to Keep Tabs on the Property Management Industry At SecondNature.com, you’ll find an abundance of resources designed to keep you up to date on events, analysis, and expert perspectives in the field – all geared toward helping property managers create a “Triple Win” that benefits residents, investors, and property managers alike: Triple Win Property Management Blog Triple Win Property Management Podcast Triple Win Property Management Events Learn more about SecondNature’s Resident Benefits Package, which is designed to generate revenue and establish Triple Win conditions for your residents, investors, and business.

Calendar icon February 21, 2024

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