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What are the most common tenant complaints about rent collection?

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Rent collection is one of the most crucial and challenging aspects of property management. It affects your cash flow, your reputation, and your relationship with your tenants. However, not all tenants are happy with the way you collect and manage their rent payments. In this article, we will explore some of the most common tenant complaints about rent collection and how you can address them effectively.

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1 Late fees and penalties

One of the most frequent sources of frustration for tenants is the imposition of late fees and penalties for overdue rent. Tenants may feel that these charges are unfair, excessive, or inconsistent. They may also have valid reasons for paying late, such as financial hardship, personal emergencies, or payment errors. To avoid these complaints, you should have a clear and reasonable policy on late fees and penalties that is communicated to your tenants before they sign the lease. You should also be flexible and compassionate when dealing with exceptional circumstances and offer payment plans or waivers if appropriate.

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Cameron Ohrazda, CM

Community Manager at Greystar
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In my experience is it most important to structure your late fee policy as well as understanding state and city ordinances when creating your structure. Often a percentage of rent rather than a flat fee, reminders before the fee is added, and always offer a one-time courtesy removal of this fee to show dedication and communication to the customer.

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2 Payment methods and options

Another common tenant complaint is the lack of payment methods and options available to them. Some tenants may prefer to pay by cash, check, credit card, or online platforms, while others may want to pay weekly, biweekly, or monthly. If you limit their choices or charge them extra fees for certain methods, you may alienate or inconvenience them. To prevent these complaints, you should offer a variety of payment methods and options that suit your tenants' needs and preferences. You should also avoid imposing unnecessary fees or surcharges for using certain methods and ensure that your payment systems are secure and reliable.

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3 Receipts and records

A third common tenant complaint is the absence or inaccuracy of receipts and records for their rent payments. Tenants may need these documents for tax purposes, proof of income, or dispute resolution. If you fail to provide them with timely and accurate receipts and records, you may cause them problems or mistrust. To resolve these complaints, you should issue receipts and records for every rent payment you receive, either electronically or in paper form. You should also keep track of your rent ledger and update it regularly. If there are any discrepancies or errors, you should correct them as soon as possible and inform your tenants.

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4 Rent increases and adjustments

A fourth common tenant complaint is the frequency and amount of rent increases and adjustments. Tenants may feel that these changes are unjustified, unreasonable, or unexpected. They may also have difficulty adjusting their budget or finding alternative housing. If you raise or lower your rent without proper notice or explanation, you may violate your lease agreement or local laws. To avoid these complaints, you should follow the legal and contractual requirements for rent increases and adjustments in your area. You should also inform your tenants in advance and provide them with the rationale and evidence for the changes.

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Bob Leydon (MARLA)

Director at Leydon Letting Agents
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"The only time I hear from the landlord is when they want me to pay the rent". Landlords can avoid such criticism by communicating more frequently - eg during holiday seasons - we say don't forget to ensure you have your keys with you to get back in "pat your pockets before you go". This saves tenants replacement key and lock costs and the cost of a night at the local hotel. Alternatively - advise new tenants of bin collection days and how to avoid LA fines for improper waste disposal. Also as winter approaches remind tenants to maintain a minimum boiler temperature to avoid pipe freezes and bursts. Conduct periodic inspections to ensure the house is safe for your tenants and ask them if all is well - benefitting tenant and landlord.

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5 Communication and feedback

A fifth common tenant complaint is the lack of communication and feedback from you regarding their rent payments. Tenants may want to ask questions, report issues, or provide suggestions about your rent collection process. If you ignore, delay, or dismiss their communication and feedback, you may damage your rapport and reputation with them. To address these complaints, you should establish and maintain open and respectful communication channels with your tenants. You should also respond to their inquiries, complaints, or compliments promptly and professionally. You should also solicit and appreciate their feedback and use it to improve your rent collection process.

Rent collection is not only a financial matter, but also a relational one. By understanding and addressing the most common tenant complaints about rent collection, you can improve your property management skills and enhance your tenant satisfaction and retention.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Salman Ayub

Experienced Head of Property Management| Maximizing Asset Performance, Delivering Unparalleled Excellence in Property Management and Tenant Satisfaction.
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When you only provide a rent collection service to the tenant(s) they most often complain about the landlord not doing the maintenance work as promised and/or it's hard to get hold of them. Under these circumstances I've always reiterated that unfortunately we do not manage the property and only provide a rent collection service and can only assist in matters that involve the rent. However part of the tenant satisfaction I assure them that I'll contact the landlord and leave them a message to get in touch with their tenant(s).

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What are the most common tenant complaints about rent collection?

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2

3

4

5

6

1 Late fees and penalties

2 Payment methods and options

3 Receipts and records

4 Rent increases and adjustments

5 Communication and feedback

6 Here’s what else to consider

Property Management

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What are the most common tenant complaints about rent collection?

1

2

3

4

5

6

1 Late fees and penalties

2 Payment methods and options

3 Receipts and records

4 Rent increases and adjustments

5 Communication and feedback

6 Here’s what else to consider

Property Management

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