No matter if you're a first-time landlord or a professional with years of property management experience, some tenant complaints might make you pretty confused. But the good news is that any complaint can be handled with the help of effective communication strategies and certain tech tools.
Since complaints are inevitable, let's take a look at the five most common complaints tenants made this year so you can develop possible solutions- in case you have to deal with similar issues in 2020.
1. High security deposits
The majority of renters don't like paying big security deposits, and this year was no exception. Why is it happening? By requiring large security deposits, landlords tend to protect their property or expensive items in the rental. They keep security deposits mostly for damage, missing property, and abandoned items. In case of excessive wear and tear of the rental, the security deposit covers any costs above and beyond normal wear and tear.
The tenants' concern is that the security deposit might not be returned because of small damages unintentionally done to the rental.
To prevent any complaints regarding security deposits, determine the difference between damage and average wear and tear so that the tenants won't panic over every minor dent or nick (unless there are too many of them). To be on the safe side, include a specific clause in the lease agreement outlining the conditions of security deposit return.
2. Rent increases
Tenants don't like rent increases. The very idea of paying more sends shivers down their spine. Okay, that might be a little dramatic, but rent increase isn't tenants' favorite part of renting, that's for sure.
The easiest way to raise rent without scaring off current tenants is to schedule rent increases and notify them far in advance. This simple step might help to keep high tenant satisfaction.
3. Unresolved maintenance issues
You're probably aware of how serious renters are about maintenance issues. If you don't fix a problem on time, you'll automatically get an angry tenant.
If you want to maintain a good relationship with your tenants, consider using additional tools for resolving maintenance issues in a blink of an eye. Property management software like TenantCloud offers built-in maintenance management that helps to better deal with maintenance issues. If your tenant identifies any damage or broken appliances, all they need to do is to send you a maintenance request with all the details included. Such a flow saves time and keeps your renters happy. If you're not sure you can handle a repair, send it to a service professional.
Either way, you should be accessible and address maintenance complaints in a timely manner.
4. Lack of communication
Another thing tenants have complaints about is a lack of communication. Poor communication is frustrating and often leads to misunderstanding.
Try to take complaints seriously and don't underestimate the power of communication. Whether your renters deal with a pest problem or a noisy neighbor, try to find a way to help them out.
5. No-pets policy
The truth is tenants never liked the no-pet policy. As the number of pet-owners is growing (currently, more than 60% of renters have a pet), a strict no-pet policy is what a lot of tenants complain about.
If you aren't ready to rent to pet-owners yet, take a look at a few pros of allowing pets in the rental and you might change your mind. By making your rentals pet-friendly, you're likely to attract more prospective renters, charge higher rent, and keep tenants in the rental for longer. If this sounds appealing to you, maybe it's time to become a pet-friendly landlord.
Do you know how to better deal with tenant complaints? Share your thoughts and ideas by leaving the comments below. We'd love to hear what you think.:)