Landlords frequently have to deal with complaints around topics like maintenance requests, rent increases, noise concerns and more. How the landlord handles these issues can determine whether a tenant stays long term.
The Most Common Tenant Complaints
Here are the top ten tenant complaints and how to best resolve them:
- Lack of Communication
- Maintenance Requests
- Security Deposit Returns
- Rent Increases
- Noise
- Privacy Violations
- Safety Concerns
- Pet Policy
- Pest Issues
- Available Parking
1. Lack of Communication
Tenants often complain about landlords’ lack of communication, which typically includes:
- Taking too long to respond
- No sense of urgency for a solution
- Rude or unprofessional responses
- No response at all
How Can Landlords Improve?
Effective landlord-tenant communication is essential to a successful rental business. Whether you have one tenant or one hundred, open communication with tenants is key.
Landlords should create an open channel of communication by:
- Sending a welcome letter – After the lease has been signed, landlords can send the tenant a welcome letter to introduce themselves formally. List the times you are available, a timeline for a typical response, and the best method of communication.
- Keeping communication simple – Let tenants know what they need to know quickly and efficiently. Keep all correspondence professional and to the point.
- Putting everything in writing – Keeping a clear written record of all conversations and agreements helps to ensure both parties are on the same page.
2. Maintenance Requests
While great landlords handle maintenance tasks quickly and efficiently, not every maintenance issue constitutes an emergency. However, some landlords are slow to respond, which can create tension in the landlord-tenant relationship.
How Can Landlords Improve?
Landlords can create a clear set of procedures when a tenant submits a maintenance request such as:
- Acknowledging the request – As soon as the landlord is notified of a maintenance issue, let the tenant know the request has been received.
- Investigating the request – Ask any follow-up questions about the severity, or request tenant photos if not already submitted. Assess if the issue is an emergency, something the landlord or property manager can handle, or if a handyman or other service needs to be contacted.
- Offering a timeline – Let the tenant know you are working on their request and give them a timeline for when a repair or in-person service will be made.
- Completing the repair – Landlords or other maintenance personnel should make every effort to show up as scheduled. Consistently showing up late or not at all can cause further tension in the professional landlord-tenant relationship.
- Following up – Landlords should spend a few minutes calling, texting, or emailing the tenant and ensuring the situation was resolved effectively.
3. Security Deposit Returns
Tenants often count on the return of their safety deposit to put down on their next rental. However, landlords often take a long time to return the deposit or are unclear about what is being deducted from the security deposit.
Landlords can make deductions from security deposits for unpaid rent and for damage. They cannot make deductions for normal wear and tear. In addition, landlords that neglect the security deposit return laws, even if by accident, often carry penalties two to three times the amount of the security deposit.
How Can Landlords Improve?
Landlords should inform tenants in advance regarding the typical timeline for the security deposit return. When the lease ends, landlords should provide an itemized list of what was discounted from the security deposit.
In some states, landlords can make security deposit deductions for expenses such as carpet cleaning and handling a breach of the lease agreement. Be sure to check the laws in your state to determine what allowable deductions exist.
4. Rent Increases
Average annual rent increase has outpaced the average annual wage inflation by 270%. No one wants to pay higher rent, however, raising the rent can be necessary for landlords to cover expenses, maintain a profit, or stay in line with current market conditions.
How Can Landlords Improve?
Landlords should always give advance notice by sending a rent increase notice, even if not required (like in Texas). They can also:
- Explain the increase – Let the tenant know why the rent is increasing, such as for higher taxes or new administrative costs.
- Offer an incentive – A tenant who is getting something in return for their increased price may be more likely to stay in place. Incentives may include a home upgrade, like new countertops or floors or a new appliance.
5. Noise
From a loud next-door neighbor to the sound of a loud refrigerator, noise is a common complaint among tenants. If the noise is significant, a tenant may be able to terminate their lease early. The covenant of quiet enjoyment is an implied term in every lease that the tenant shall have quiet and peaceful possession of the leased premises against the lessor.
How Can Landlords Improve?
Depending on the source of the noise, landlords may be able to help pacify the sounds by:
- Repairing or replacing appliances – If the source of the noise is an appliance, landlords can check for a simple fix such as leveling the appliance.
- Talking with neighbors – If the noise is due to a neighbor or nearby pet, the landlord can discuss quiet hours or being a considerate neighbor during specific hours.
- Contacting construction companies – If the noise is due to nearby construction, the landlord can reach out to the company to remind them of any local restrictions on hours and the maximum allowed decibel levels (if applicable).
6. Privacy Violations
Some tenants feel as if the right to privacy is an issue. An overbearing landlord or lack of certain privacy features can cause tenants to feel out of place in their space. While the space is rented, the tenant still has a right to quiet enjoyment of the property.
How Can Landlords Improve?
Landlords should ensure they offer tenants at least 24-48 hours’ notice (based on local law) before entering or inspecting the unit. They can also:
- Only enter the unit if necessary – Completing a semi-annual or annual inspection and keeping the inspection duration as quick as possible is always appreciated.
- Offer window coverings – If privacy concerns are an issue, landlords may consider adding window treatments (blinds, shutters, or drapes) as this may be an issue for future tenants as well.
7. Safety Concerns
In some areas, tenants voice safety concerns. A burglary occurs every 15 seconds in the United States, amounting to almost 5,000 a day. While doors and locks aren’t commonly mentioned in most habitability laws, all tenants want to feel safe in their homes.
How Can Landlords Improve?
A few measures can help increase the safety of a home including:
- Changing door locks – Landlords should change the locks between tenants or allow tenants to change the locks if a tenant voices a safety concern.
- Maintaining exterior areas – All fences, exterior windows, and garages, should be cared for and kept in good condition
- Installing security features – Landlords can install exterior motion-detected security lights or a security system.
Burglaries often cause home damage exceeding $2,000. Maintaining home security features or investing in a security system pales in comparison.
8. Pet Policy
There are several issues when it comes to tenants and the pet policies of many landlords. In fact, 82% of tenants with animals claim to have a difficult time with landlords accepting their pets.
How Can Landlords Improve?
Landlords can set a pet policy to benefit tenants and still protect their rental property, including:
- Creating a Pet Agreement – Include a pet agreement that lists all rules for pets including appropriate licensing, vaccinations, and identification.
- Responsibility – Require that the tenant acts as a responsible pet owner by ensuring the pet is properly trained and socialized.
- Pet Deposit or Pet Fee – Landlords can charge a pet deposit or fee to cover the cost of any damage an animal may cause. Some states do limit the amount, so be sure to check local laws.
Landlords cannot charge a pet fee or deposit for service animals.
9. Pest Issues
Pest issues are common in many areas. Landlords are almost always responsible for pest control and must pay to resolve or exterminate issues the tenant did not cause. Handling pest control issues quickly can help keep the situation from getting worse.
How Can Landlords Improve?
Many pest issues can be resolved with preventative measures and maintenance. Generally, landlords are not required to pay for preventative pest control services, however, they help avoid pest issues, to begin with. Landlords can also:
- Provide preventative instructions – Give tenants an informative flier with tips to help them avoid pest issues.
- Give a heads-up about previous pest issues – Sharing issues about pests in the past and how it was resolved can keep tenants on alert
- Explain what to look for – If the landlord has concerns about specific pests, the landlord can tell the tenant what to be aware of or watch for. For example, issues with mud daubers look like mud caked on a roof overhang or other outdoor areas.
Clear communication about pest issues, concerns, and how to avoid them is a benefit to the landlord and the tenant.
10. Available Parking
Many rental units have parking issues including:
- Shortage of available parking spaces for tenants
- Shortage of available parking spaces for guests
- Non-tenants parking in tenant spaces
- Fair allocation of available parking
- Landlords charging expensive amounts for parking
How Can Landlords Improve?
Landlords must be consistent and fair when it comes to parking and available spaces. It can be beneficial to:
- Have tenants sign a Parking Space Lease Agreement when the tenant signs the rental lease agreement.
- Give tenants a parking permit or sticker to easily spot non-tenant vehicles.
- Ask tenants to write down their car and license plate information.
- Allocate a specific number of spots for each unit.
- Charge a fair amount to allow tenants for an assigned spot or use specialty parking as an incentive or rent concession.
