Maintenance problems are inevitable in any rental property. In fact, such issues increase with the number of renters and properties. While landlords are accustomed to hearing complaints regarding each maintenance issue, from overflowing toilets to leaky faucets, the complaints can be difficult to handle.
Nevertheless, handling renters’ complaints in the appropriate manner could go a long way in easing their concerns and increasing tenant-retention rates. Some of the common service requests that arise when it comes to apartment living are:
1. Maintenance Issues
This problem is common among renters and the initial step to handling them fast and smoothly is setting up an efficient resolution system. A lease must comprise precise instructions on raising a maintenance request, the anticipated response time for various kinds of complaints, the measures to take in the event of an emergency, etc.
Nowadays, numerous property management firms request their tenants to raise a maintenance issue online to facilitate easy tracking and allow the simplification of the process. Regardless of the selected mode of notification, ensure you respond promptly to every request, ideally offering a period when to expect the resolution of the problem.
If you need to adjust the resolution period depending on the severity or nature of the problem or you need additional resources, you should inform the renters accordingly. You could also follow up with renters a few days later and verify whether the issue has been resolved to their contentment. While this step might seem unnecessary, it demonstrates that you care about the renter’s well-being and comfort.
2. Clogged Drains
Clogged drains could actually dampen your spirit in a rental home. Most renters, particularly if they’ve never been homeowners, aren’t careful when it comes to drain care and will permit their hair and virtually anything flow down the drain.
This problem is preventable through the installation of drain screens, particularly on the bathroom and shower sink. Inform the renters that you’ll only visit for clogged drains a set number of times per year, but will expect them to pay the bill if you have extra issues. This might inspire them to be more cautious.
3. Locked Out
If a renter locks himself or herself out of your property, you need to let him in or cover the expenses of a locksmith. This might not seem like a huge deal but after this occurs numerous times, you’ll want to implement a lock-out policy.
To begin with, give your renters a spare key, which they can give a family member or trusted friend. You should inform the tenants not to duplicate the keys. Then structure the lease to charge lockout fees and outline the number of times you’re available to let keyless renters into their rental units. In such a case, the only recourse will involve paying a locksmith in the event that they lock themselves out.
4. No Air Conditioning or Heat
A broken cooling or heating system is an emergency. If the HVAC system fails to operate in your property, have the matter inspected fast to make sure all renters remain safe from possible mechanical failures. You should know whom to contact to fix this problem.
Some issues are bound to arise regardless of how well maintained your properties are. More frequently than not, it’s the property manager’s responsibility to resolve the issue. If you’re a new landlord, here’s a list of requests you can expect from your renters.
For more information on the common service requests, contact us at Apartment Agents or leave a message.
