It's not rocket science, (which isn't a science according to my Dad, but that's boring, as I keep telling him!), to know that for a long and happy tenancy landlords should try and avoid complaints
from tenants wherever possible. But, you'd be surprised how many landlords I've come across who see getting the tenant into the property as the objective and then ignore everything else from that point! A landlord needs to think of the tenant as a customer and remember that they
must keep the customer happy if they want them to remain as a customer/tenant.
Put yourself in your tenant’s shoes and think about how you would you feel if
you had a complaint about where you lived... but were unable to rectify it
without the agreement/involvement of a third party. Not happy!
Tenant complaints come in all shapes and sizes – from the subtle to the
serious – and can range from opening the door to a dirty property at the
beginning of a tenancy to lack of essential repairs during their stay...
Common complaints
There are a number of things that can cause tenants to complain during
their tenancy but the most common complaint has to be the length of time it
takes to complete a repair. Ultimately, repairs need to be done
within a reasonable time-frame. How would you feel, for example, living without
any heating or hot water? Things that don’t get fixed quickly enough is a common
complaint from tenants, especially if they complain and complain and there’s no
action from the landlord or agent.
Another common complaint is that the house isn't clean, or cleaned to
the standard of the new tenant, at the beginning of the tenancy. One person’s clean is another person’s dirty and it’s important
that the property is spotless from the outset. Remember it’s their new home and
they will be excited about moving in. They won’t want to open the door and find
they have to clean before they can move in their furniture – particularly if they've just moved from another rented property and left that clean.
Cleanliness is so important and it doesn't set the right tone for the
tenancy if you fail at this first hurdle. The tenant might live there for a
year, or two or three years, but when they come to the end of the tenancy they
will remember that the property wasn't clean when they arrived. This is
unlikely to encourage them to leave it clean and take the time that they should
to end the tenancy appropriately. I always advise my landlords in and around Teddington to set the standard with a professional clean at the start of every tenancy and then to have it written into the contract that the tenants do the same before they check out.
Also, it’s very important to look at the presentation and decoration of
the property before the tenant moves in. They will have paid their first
month’s rent and deposit and will want to walk in and feel that they've arrived
somewhere that is now theirs. If the previous tenant has left scuff marks on the walls during their
departure and the decor is looking a little tired, you should rectify this
before the new tenancy starts. It pays huge dividends to go through the
property and give certain rooms a lick of paint between each tenancy.
Take action
Avoid complaints by ensuring the property is clean and well presented
and by carrying out regular inspections to nip any maintenance issues in the
bud before they escalate. Also, think about the complaints previous tenants have made and aim to
resolve them before they happen again.
It’s easy to avoid repeating historical complaints by looking at what
previous complaints you've had and then doing everything you can as a landlord
to try not to repeat the same issues. For example, I had one landlord with a property on Shacklegate lane who had a complaint about a window not opening or
closing properly but it never seemed to get properly fixed despite his attempts! He then made sure that the window was replaced before the next tenants moved in to make sure the same complaint couldn't be made. Not difficult but you'd be surprised how many landlords wouldn't do this!
Also remember to sort out teething problems quickly, i.e. dripping taps
or tricky locks etc. This will help build a good rapport with your new tenant
early on in the tenancy. Clear communication is also key to avoiding complaints. Ensure you
always communicate your intentions clearly in order to avoid unnecessary
misunderstandings. Clear communication will also help create a mutually
approachable relationship so little niggles can be resolved easily and long
before they grow into big complaints.
Simple solutions
Although it’s always advisable to stay one step ahead in order to avoid
tenant complaints occurring in the first place, how should a landlord react if
they do happen?
Well, the first thing is always to acknowledge a complaint. Have some empathy and
never ignore it or downplay the impact that it’s having on the life of your
tenant. It’s important to find out what the complaint is by getting to the
bottom of it. Sometimes complaints mask themselves as something else. If you
can get through the smokescreen and find out what it is that is upsetting the
tenant you can focus on putting that right. Ask them lots of open questions to
find out what the real issue is and what the impact the complaint has on them.
If you want to keep your tenant – and you want them to look after your
house while paying the rent – it’s important to try and rectify anything that
is worrying them in the most efficient way you can. Always give realistic time-frames and don’t set yourself up for a fall. Don’t over-promise and then fail to deliver. If you really
can’t resolve the complaint, be honest! And be aware that sometimes people hear
what they want to hear and not what you’re actually saying. If you’re giving a
possibility, not a promise, then make this very clear.
Promising the earth and delivering nothing is just going to add to your
tenant’s list of complaints – and this is one of the reasons why people will
move on. Obviously, it depends on what the complaint is
about but you should always explain what you are going to do to rectify it and
the reasons why you are taking the steps you are taking in order to do so.
If you are at fault, then you could offer a gesture of goodwill to help
make the situation better and in order to maintain a good relationship with the
tenant. I know one landlord in St Margarets who has a case of wine delivered to his tenants whenever there's the slightest thing that puts them out. Needless to say, he's a very popular landlord!!
Whose responsibility?
The good news is that not all complaints about your property are your
responsibility. Think about drains, ants, noise nuisance, chimney
sweeping or smashed windows – your tenant has responsibilities too!
You may still choose to resolve their complaint but a good agent will
help you decipher where the line is and ensure you don't end up paying for
repairs that you don't have to.
And finally, a word of caution ... watch out for the persistent complainer
and the over-demanding tenant – every now and again someone comes along who you
will never please. Recognise this tendency early on in the tenancy and deal
with these people proactively and assertively – not easy to do, but a
professional agent will be able to help.”
The most common tenants complaints – at a glance
- Lack of essential repairs
- Maintenance worries
- Unclear communication
- Poor presentation of the
property
- Lack of cleanliness at the start
of a tenancy
- Slow responses
- Not being listened to
- Complaints not being taken
seriously
How to resolve complaints – at a glance
- Never ignore them
- Tackle them head on
- Ask lots of open questions
- Get to the bottom of what the
complaint is
- Have empathy
- Be honest
- Put yourself in your tenant’s
shoes
- Explain what you’re going to do
to put it right
- Give realistic time-frames
- Don’t over-promise
- Avoid repeating behaviour that
has caused previous complaints
- If necessary, offer a gesture of
goodwill
Rebecca Smith
