Key Takeaways
- Pest Infestations: Proactively schedule regular pest control treatments and respond promptly to tenant reports to maintain a safe and comfortable living environment.
- Maintenance Delays: Implement a streamlined system for tenants to submit maintenance requests and ensure timely responses to prevent dissatisfaction.
- Poor Communication: Establish clear and open channels of communication with tenants to address concerns and build trust.
- Unresolved Complaints: Address tenant complaints promptly and professionally to prevent escalation and maintain positive relationships.
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If you’re a new landlord, tenant complaints may seem daunting. But even seasoned property owners know that issues will arise.
What separates successful landlords from the rest is how they handle those concerns.
Learning how to respond to tenant complaints with professionalism, empathy, and action is not just a soft skill, it’s a retention strategy.
Tenants don’t leave properties, they leave poor management. If concerns go unresolved or communication is lacking, renters are unlikely to renew their leases.
The good news is, with the right systems in place, many complaints can be addressed or prevented before they escalate.
Here’s a closer look at some of the most common tenant complaints and effective, professional ways to resolve them according to Abrams Realty.
1. Pest Infestations
Pest problems top the list of tenant complaints for one simple reason: they’re distressing and often viewed as a health hazard.
Whether it’s cockroaches, rodents, or bedbugs, infestations can quickly make a tenant feel unsafe or even violated in their own space.
Solution: Proactive Pest Prevention and Immediate Response
Don’t wait for a panicked call. Implement a regular pest control schedule, even if there’s no current issue.
Partner with a licensed exterminator to inspect properties quarterly, and document each visit. This not only helps prevent infestations, but shows tenants you take their comfort seriously and keeps them happy.
When a tenant reports a pest issue:
Respond within 24 hours and set clear expectations for resolution.
Inform tenants of treatment dates and safety protocols.
Follow up after treatment to ensure the issue has been resolved.
Example: A landlord in Phoenix added bi-monthly pest treatments to her maintenance plan after repeated summer complaints about scorpions and ants.
Tenant satisfaction improved, and complaints dropped by 90% the following year.
2. Pet-Related Disruptions
In pet-friendly units, it’s inevitable that animals will occasionally cause issues, whether it’s persistent barking, property damage, or conflicts with other tenants.
These situations can quickly become emotional, making it harder for landlords to stay neutral.
Solution: Enforce Clear Pet Policies and Act Decisively
Start with a well-drafted pet policy in your lease agreement. It should cover:
Breed or size restrictions
Behavior expectations (e.g., noise control)
Cleanliness requirements
Consequences for violations
When complaints arise:
Document the issue with photos, videos, or written reports.
Notify the pet owner calmly and ask for their cooperation.
Issue a formal warning if the behavior continues, referencing lease terms.
Take action, including fines or requiring pet removal, if necessary.
Landlords must balance empathy for pet owners with the safety and comfort of other tenants.
In extreme cases, such as aggression or serious damage, removing the animal or initiating eviction may be justified.
3. Maintenance Delays
Even minor maintenance issues can become major complaints if left unresolved. A dripping faucet or faulty AC unit might not seem urgent to you, but to a tenant, it signals neglect.
Solution: Build a Responsive Maintenance Workflow
Maintenance responsiveness is one of the top predictors of lease renewals. Here’s how to manage it:
Use property management software or a simple online form for tenants to submit requests.
Acknowledge receipt of the request within 24 hours, even if a fix will take longer.
Categorize issues by urgency (e.g., “fix within 24 hours,” “fix within 3 days”).
Schedule regular inspections to catch problems before tenants do.
Pro Tip: Create a preventative maintenance calendar that includes HVAC servicing, water heater checks, and plumbing inspections. This reduces emergency repairs and shows tenants you're being proactive.
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4. Noise Complaints
Noise complaints can come from inside your building or outside sources. What makes these tricky is their subjectivity because what one tenant tolerates, another might find unbearable.
Solution: Clarify Expectations and Intervene When Needed
Noise should be addressed in your lease under “quiet hours” policies, typically between 10 PM and 7 AM. When a complaint arises:
Ask the complaining tenant for specifics, such as what time, how often, and what kind of noise?
If the source is another tenant, speak with them calmly and issue a verbal or written reminder.
For repeat offenders, issue written violations or explore mediation.
If the noise originates off-site, help tenants by documenting their concerns and contacting the appropriate local authorities or zoning board.
Proactive landlords may consider investing in soundproofing solutions like thick carpets, window insulation, or acoustic panels, especially in older buildings.
5. The Complaint Process
The complaint itself is rarely the problem but how you respond is what tenants remember. Having a clear, consistent process helps maintain professionalism and diffuses tension quickly.
Best Practices for Handling Complaints
Stay Reachable: Offer multiple points of contact (email, phone, portal)
Listen Actively: Don’t interrupt. Instead, acknowledge the tenant’s frustration before jumping to solutions.
Communicate Timelines: Set expectations about when an issue will be resolved.
Keep Records: Save every interaction, invoice, and maintenance log. This is critical if a dispute escalates.
Follow Up: After the issue is resolved, check in. This simple act builds massive goodwill.
Case Study: A landlord received complaints about slow hot water. After investigating, they installed new tankless water heaters and used it as a case study in tenant newsletters.
Tenants were thrilled by the improvement and the transparency, which led to a spike in lease renewals.
Bottom Line
Every complaint is a chance to improve your property, build tenant trust, and strengthen your rental business.
While you can’t prevent every issue, you can control your response and that’s what defines great landlords.
Stay proactive, document everything, and communicate clearly. In doing so, you won’t just reduce complaints, you’ll turn frustrated renters into loyal, long-term tenants.
Tired of handling tenant complaints on your own? Partner with Abrams Realty! We handle maintenance, communication, and tenant relations, so you don’t have to.
Let us take the stress out of being a landlord. Contact us today for a free consultation!
