Here's how you can address tenant complaints or concerns promptly and professionally.

Gather Information: ?Collect all necessary details from the tenant to understand the issue fully. This may involve visiting the property or requesting photos or videos. ?If needed, consult with contractors or other professionals to assess the problem and determine the best course of action. Action Plan: ?Create a clear plan to resolve the issue and communicate this plan to the tenant, including expected timelines. Prompt Resolution: ?Carry out the necessary repairs or actions as quickly as possible, keeping the tenant informed of any delays or changes to the plan. Follow Up ?After resolving the issue, follow up with the tenant to ensure they are satisfied with the outcome and to confirm that the problem has been fully addressed.

Often tenants will think majority of their requests are urgent. It is important to never disregard their concern or opinion, but provide information that allows them to understand the triage and process, of their request and set reasonable expectation.

Remember that ‘conflict occurs when something happens outside of someone’s expectation’. It is important that we provide sufficient and clear information that prevents people making their own assumptions because things haven’t been clearly articulated. Communication happens on the listeners terms. For many different reasons, people can interpret what you convey in a totally different way to what you intended … clear communication with clear intention is vital!

Treat your tenants as you would want your parent treated when it comes to communicating and addressing concerns. It is common courtesy to provide a status update even if there is no update (at least every 24/48 hours). Clear and concise communication helps mitigate miscommunication which can ultimately lead to unnecessary misunderstandings. Use the technology you have to help keep your communication organized and flowing effortlessly. Make sure you do what you say you are going to do so that your tenants can trust you when you speak. If you over-promise and under-deliver, you will develop a reputation for being unreliable and can cause the lines of communication between you and your community to be severed. No one wants that. Be great!

One thing I have found useful that helped me nibbed complaints in the board right at the beginning is to be open and accessible by the tenants. Checking on them even when there are no complaints is what has helped to catch these complaints young and the necessary action is taken. Just be close to your tenants and learn to have conversations with them from time to time. Just a little "Good morning Mr Tom, how are you doing today" can open up the conversation line, and if there is anything you need to know, a lot of them will speak.