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Resident Complaint Reports – Why They Hesitate and How can You Help

One would think that lack of tenant complaints is a relief to property managers, but that’s not true. In fact, lack of complaints can actually lead to excessive property damage and other such problems down the line.

For example, if the tenants don’t report a plumbing leak promptly, it can cause water damage to the property and lead to expensive repairs that could easily have been avoided. That’s why property managers should encourage tenants to be open about their problems and grievances.

Unfortunately, not many managers understand why residents hesitate to register complaints and how to encourage them. At Nova Eagle, our experienced property managers have put together a list of reasons why this happens and what can be done to change things:

Tedious Complaint Registration Process

 This is one of the most common reasons why tenants hesitate to register complaints. If the registration process is time-consuming, unresponsive, and difficult, most residents won’t bother. After all, tenants have busy lives too. They’re not going to spend hours trying to register a complaint.

The best solution to this problem is a complete overhaul of your complaint registration system. You can offer multiple avenues of complaint registration like emails, web forms, hotlines, etc. If the process of registering a complaint is easy and quick, your tenants are more likely to approach you with their concerns.

Awkwardness and Discomfort

 Most tenants don’t want to be seen as snitches who complain about their neighbors. Unfortunately, this can sometimes lead to disasters. Some residents might even worry that registering complaints might compromise their relationship with you or their neighbors.

You can resolve this problem by carefully noting how you and your staff respond to complaints. You need to welcome them without judgment, take them seriously, and address the issue promptly. If you do that, your residents will feel more comfortable and will register their complaints freely.

Lack of Care from the Management

 If your tenants assume you don’t care about their problems and concerns, you have a big problem on your hands. If you’re not prompt when you handle complaints, your tenants won’t bother registering them. Unfortunately, that allows the problem to persist and the anger to fester. Eventually, they’ll start looking for new places to rent. You need to review your policies, consider how you and your staff handle complaints, and look at the response times.

If you keep these reasons in mind, you’ll be able to design a system that allows renters to communicate with your smoothly. This would ensure your property remains in good shape and that your tenant turnover is low.


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