Most Common Tenant Complaints and How to Handle Them

Being able to say that your rental business is successful doesn’t necessarily rely on how many lease agreements you sign, but mostly on how many you renew and how content your tenants actually are while renting from you. It is almost inevitable that you’ll receive tenant complaints, but it is your response to them that matters the most. 

Here, we’ll take a look at the most common tenant complaints, advising on how to deal with them so that you can maintain that landlord-tenant relationship. When you look at anticipating, categorising and resolving those complaints within a reasonable time frame, you’ll be able to minimise stress and build up your reputation as a professional landlord who can be trusted. 

Best practices for communication

Before we get into the most common tenant complaints, let’s discuss how to manage your communication when there has been an issue to a high standard. This will always form the basis of a positive landlord-tenant relationship. 

• The golden rule: always acknowledge your tenants’ complaints right away when they (ideally within a couple of hours). 
• Establish a triage system: Make sure that you set up a triage system for response times based on the severity of the complaint.  For example, an emergency such as a fire, flood, or gas leak can be seen as an immediate threat and will need immediate assistance. An urgent complaint, such as minor leaks or major appliance failure, can be seen as inconveniencing the quality of life of your tenants, but it will not need immediate attention. 

• Maintain professional documentation: Always make sure that you’re recording all complaints coming in from tenants, including the date of the complaint and everything you did to resolve the issue, including the date the issue was resolved. 

• Give realistic updates: Always be honest with your tenants and don’t promise them something to keep them happy, either. 

The most common tenant complaints 

Now, let’s take a look at the most common tenant complaints and how you can manage them for the best outcome possible. 

Maintenance and habitability issues 

Maintenance and habitability issues are the most common tenant complaints, and equally, the most important to address because they fall under your legal responsibility to provide a safe and habitable home. 

Plumbing leaks / no hot water 

Make sure that you maintain a network of reliable and certified vendors, and for emergencies, make sure you use an approved emergency call-out service. Next, make sure you immediately isolate the water source and ensure that the tenant is kept in the loop the whole time. 

Damp and mould

Make sure that you investigate the cause of the damp or mould immediately, as it can either stem from a leak or poor ventilation/condensation. You can then resolve the issue once you know where it is coming from. It would be in your best interest to give your tenants advice on how to prevent this, such as keeping windows open to ensure proper ventilation throughout the property.  

Pest infestations

As the landlord, you need to act promptly when it comes to pest infestations because they can become health hazards. Make sure that you immediately call a qualified exterminator. To help prevent pest infestations, inspect your property and implement seasonal treatments. 

HVAC or heating failure

This is especially important in the colder months, so always make sure that you have a trusted technician available who you can call and be able to provide temporary solutions if the repair will take longer than 24 hours. 

Administrative and financial issues

Administrative and financial issues are easier to prevent with clear communication and efficient systems in place. Nevertheless, here are some of the most common tenant complaints within this category. 

Deposit disputes

The main issue with deposit disputes will be due to documentation issues. So, to prevent disputes, make sure that you provide a detailed check-in inventory report at the beginning of the tenancy. Also, make sure that you use an independent Tenancy Deposit Scheme. 

Lack of privacy/entry notice

Your tenant’s privacy needs to always be respected, and you need to provide a 24-hour written notice before entering the property for non-emergency purposes, such as inspections. You also need to make sure that your tenant has received the written notice so that you can avoid claims of harassment or illegal entry. 

Confusion over rent/charges

Try as much as possible to automate your rent collection via direct debit or a standing order to eliminate any late payments. Also, make sure that your lease defines all charges, late fee protocols and utility responsibilities for all parties to understand.  

Neighbour and community issues 

The last category for the most common tenant complaints is neighbour and community issues. As the landlord, you’ll need to ensure that all of your tenants have their right to ‘quiet enjoyment’. 

Excessive noise

Try your best not to take sides immediately and remind both parties that they need to be respectful of one another’s living space. Make sure that you acknowledge the complaint first and interview the tenant being complained about.  

Parking or common area misuse

Be sure to reference the house rules or common area agreements included in the leasing agreement. Try to use an educational approach first, such as reminders, instead of jumping straight to disciplinary measures. 

Document Violations

Advise your tenant to keep a detailed log of dates and times and the nature of the noise if it persists. This can be used as evidence to issue a formal written warning in an attempt to resolve the issue. 

Eviction as a last resort

Eviction should always be a last resort and should only be an option if a tenant continues to violate the lease terms. There needs to be evidence that formal warnings have been given and that the complaints have been adequately documented. 

By viewing every complaint as an opportunity to demonstrate professionalism and efficiency, you not only resolve the immediate problem but also build the mutual trust necessary for long-term tenant satisfaction and minimal stress.

Are you looking to review your landlord insurance policy? If so, be sure to get in touch with us at  CIA Landlord Insurance, and we’ll be available to help you every step of the way.

For more information on managing your rental property efficiently, feel free to visit our advice centre. Otherwise, make sure to get in touch with our friendly team of experts at CIA Landlord Insurance on 01788 818 670.