One of the tough parts of running a rental is handling complaints. No matter how well you run your business, occupant complaints are inevitable. Understanding the most common complaints and implementing systems to prevent or address them can make handling them easier. Here is what to do about the five most common renter complaints.

1. "Maintenance still hasn't come."

Waiting days for hot water or a leak to get fixed is going to make anyone frustrated. Delayed or ignored maintenance requests are the fastest way to lose an occupant's trust.

What To Do:

Set up an automated system that categorizes maintenance requests by urgency. Then sends updates by text or email. Even a quick message saying "we got it" makes a big difference.

2. "It's so noisy!"

Complaints about loud neighbors, barking dogs, and late-night music are probably the most common complaints you will get. They are also the fastest ways to turn a satisfied resident into someone shopping around.

What To Do:

Have clear, enforceable quiet hours in your lease agreement and post signage in shared areas. Document and follow-up on any noise complaints. Further, consider soundproofing investments, such as door sweeps or thicker flooring underlayment, can significantly reduce noise.

3. "I can never find parking."

If someone's circling the block every night just to park walking distance from their home, it's only a matter of time before they complain or leave.

What To Do:

If you have enough parking for your residents, keep an eye on how those spots are used. If non-residents are slipping in, it's time to tighten enforcement. If parking spaces are limited, offer solutions. Share a map of nearby street parking or work with a local business to lease a few extra spaces for your occupants.

4. "I never hear back from your office."

When an occupant reports a small issue like a dripping faucet or weird noise and no one replies, that small problem often turns into a major repair. Delayed responses don't just annoy occupants, they cost money.

What To Do:

Create an internal policy to respond to emails within 24 hours and call within half a day. You can use a shared inbox and a simple tracking system. If you're very busy, set up automated replies with clear response times or hire a virtual assistant to handle communications.

5. "Rent keeps rising."

Nobody enjoys seeing their rent increase, especially when their rental has had numerous issues.

What To Do:

Communicate rental increases as soon as possible. Make sure that you explain the increase and what they will get from it, like upgrades or service improvements. Further, you can offer renewal incentives to help mitigate the impact of an increase.

No matter what complaints you receive as a rental manager, Occupancy Solutions can help. We'll work with you to develop systems to avoid and address the most common occupant complaints. With our expert help, you'll always be prepared.