With great investment comes great responsibility. A part of this is the procedure of maintaining a standard, comfortable tenant-owner relationship. It is important for a landlord to understand and resolve tenant complaints so as to fulfil what is mentioned in the contract, and thereby, ensure long-term stay. Here are some kinds of complaints you will most likely deal with during the stay:

• Communication gap: No one likes to be left unanswered, and the case stands true for the landowner’s promptness in responding as well. Whether the issue is big or trivial, or even if it just a query, tenants expect owners to give them response and action in time. Lack of communication gradually leads to lack of trust.
  

• Solution: A majority of communication problems can be solved right at the beginning during the contract signing. Make it a point to go through all rules and regulations beforehand to avoid hearing “I wasn’t aware of such a rule” or “I didn’t know about this”.All tenant communication should be taken seriously. Provide reachable contact details and make responding to tenant queriesyour utmost priority. Conduct periodic visits to the property to check on the environment, and interact with the tenant(s) to see if anything needs attention or improvement. Keep in mind to not visit too often and to inform well in advance before going over as it can lead to a disturbance.
  

• Meticulous response: Breakdowns and wearing out are an inevitable part of having property. Renters can be dissatisfied if the owner does not pay attention to emergent maintenance requirements, or if they take too long to respond.
  

• Solution: As mentioned earlier, the tenant must have easy access to the owner or property manager and must feel comfortable mentioning necessary repairs. Set a response time period corresponding to a scale of urgency; the issue must be solved within that time, based on how critical it is.
  

• Noise complaints: Tenants will often have noise complaints against neighbours: parties, children, loud music, television – you name it, they have an issue with it.
  

• Solution: These complaints must be dealt with carefully, as you shouldn’t be biased towards either party. Both sides must be ready for a compromise to create peace.
  

• Fragile handling: Tenants approach landowners with complaints because they want validation and expect a positive response in the form of productive action.
  

• Solution: Don’t undermine the extent of tenant complaints. Respond to each one with politeness as it will deeply impact the future of your tenant-owner relationship. A carelessly handled issue might lead to loss of reputation and money.
  

While these are the most common types of complaints, as an owner, you should always be prepared to face the worst. It is also important to distinguish what maintenance faults are under the contract and what must be covered by the tenant themselves. For example, manufacturing defaults in furniture is a personal expense and not your concern. No one will be happy all the time. Positively handling complaints is a major factor in deciding your personal growth as a professional. In case you are uncomfortable dealing with tenants directly and feel like sentiment might get in the way of resolving problems, you can always hire a property manager to mediate the situation. Once a complaint is received, handle it in such a way that the probability of a related problem arising again is nullified. A person becomes what (s)he is through both good and bad experiences: treat each new complaint to resolve as one stepping stone closer to success.

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