Common tenant complaints
Knowing the most common tenant complaints can better prepare you if an issue arises. The most common tenant complaints include:
Property maintenance issues
Property or building maintenance issues are common and can involve anything from a faulty door to a leaky pipe or tap. If a tenant raises a property maintenance issue, you should act quickly before it escalates or causes expensive damage to the property.
Faulty or broken appliances
Faulty or broken household appliances are another common tenant complaint. A malfunctioning washing machine or broken vacuum cleaner, for instance, can affect your tenants' daily life, so aim to arrange repairs or replacements as quickly as possible.
Damp or mould
Damp or mould is typically common in older properties, particularly during colder months. If your tenant reports a damp or mould problem, identifying the cause quickly is crucial, as it can affect health and cause structural issues to the property. It's also worth noting that social landlords have a legal responsibility to fix damp or mould issues within 14 days of receiving a complaint1.
Landlord or property manager visits
Unexpected or intrusive landlord or property manager visits are another common tenant complaint. In many cases, tenants feel that overly frequent or unscheduled landlord or property manager visits are disruptive and remove their right to quiet enjoyment of the property. Providing verbal or written notice and arranging a suitable date with the tenant are effective ways to manage the situation.
Poor communication
Poor communication is a tenant complaint that comes up more than you may think, and it usually stems from slow or inconsistent messaging from landlords or property managers. Responding promptly to tenant messages or queries is vital to maintaining a good relationship and minimising potential stress or confusion.
Other tenants
If you manage a House in Multiple Occupancy (HMO) that houses several tenants, disputes can happen. When your tenants are struggling to get along, it's your duty to act as a mediator, listening to both parties' perspectives to reach a resolution. If you're finding it difficult to navigate the situation, hiring a third-party mediator could be a worthwhile consideration.
Dealing with tenant complaints
Here are practical steps you can take to manage tenant complaints effectively as a landlord or property manager.
Don't ignore complaints
You should aim to respond to tenant complaints as quickly as possible. Acknowledge the complaint to assure your tenant that you'll fix the issue and keep them updated. Remember, communication is key.
Communicate calmly
Empathise with your tenants' situation and assure them that you're actively handling their complaints. Always aim to communicate calmly and regularly update your tenants on your progress, explaining what you're doing to resolve the issue.
Document everything
Always keep a detailed log of tenant complaints and your tenants' and landlord's responses. If you're a property manager acting on a landlord's behalf, you should also record their communications. If a complaint does escalate, you'll have a water-tight communication trail to reduce any confusion.
How to avoid tenant complaints
There are measures you can take to avoid tenant complaints as a landlord or property manager. These include:
- Choosing your tenants carefully: Make sure you carry out credit and reference checks when searching for a new tenant. Picking a reliable tenant with a good record can increase your chances of having a smooth, positive relationship with your tenants.
- Being a good property manager: Being reliable, responsive, and quick to resolve potential issues can keep your tenants happy and help reduce complaints.
- Taking property maintenance seriously: Carry out regular maintenance checks and promptly repair any issues. Having a trusted list of local tradespeople to call on will help you deal with these issues more effectively.
- Following up complaints swiftly: If you do receive a complaint from a tenant, act on it quickly to manage expectations and maintain good relations.
What to do when a tenant files a formal complaint
Some tenant issues can escalate into a formal complaint if you fail to reach an agreement. Typically, tenants can make a formal complaint through their local council or the Housing Ombudsman.
- Complaints to the local council: Tenants may file a complaint with the local council if an issue impacts their health, safety, or housing standards. In these cases, property managers and landlords must fully cooperate with any council investigation and provide the information requested.
- Complaints to the Housing Ombudsman: Tenant complaints are usually filed with the Housing Ombudsman if they're deemed more serious, and the local council can't be involved. In these cases, landlords and property managers must also submit all requested documentation or information.
