Here's how you can confidently handle maintenance issues with tenants.

I couldn't agree more with being proactive! Many investors tend to be cheap. They see the short term gain of saving a bit of money (potentially because they don't have a lot of capital in the first place) and this ends up costing far more in the future. There is a balance, however. On one hand we need to invest in preventative maintenance. On the other, there are certain rehab projects in a building that offer very little value. An example is windows... Windows are very expensive, add almost zero value to the building when it comes to increased revenue or even lowered expenses (unless the windows are extremely old and the windows are a huge upgrade), and tenants don't mind in most buildings how old the windows are.

Establish Clear Procedures: Outline a clear process for tenants to report maintenance issues. This could be a dedicated online portal, a phone number, or a specific email address. Respond Promptly: Acknowledge all maintenance requests promptly – within 24 business hours ideally. This shows tenants you value their concerns and prioritize their well-being. Schedule Responsive Repairs: Once the issue is assessed, communicate a clear timeframe for repairs. Prioritize urgent repairs like plumbing leaks or electrical problems. Maintain Transparency: Keep tenants informed throughout the repair process. Let them know if there are delays or unexpected developments.

In 25 years of owning and operating real estate as an investment I've never had one major problem with a tenant I put into a building.... Not one! Admittedly there's a bit of luck involved, but the biggest reason is that I practice two things: 1 - I only put good tenants into buildings. My screening process is robust and I refuse to simply fill units for the sake of filling units 2 - We tend to be proactive in communicating with tenants. If something is coming up, let people know. Be courteous. If a tenant has a problem that you need to deal with, let them know about timelines and be fair. There are good and bad tenants just as there are good and bad landlords. Be a great landlord and attract great tenants.

In addition to having open communication with tenants regarding how to submit maintenance requests, it is essential to make sure they know how to reach someone after hours. If there is a designated after hours line to yield maintenance requests, I cannot stress how important it is to provide this to your tenants, especially for buildings that do not have enough units to justify having a resident manager. Keeping a notice with an after hours maintenance line in a conspicuous place at the property is a great way to ensure tenants know HOW and WHO to reach when they can't reach anyone else regarding an after-hours (non-life threatening) emergency at the property.

Ensure you have all of the facts about the issue at hand. Also, consult with your team to determine if this issue could be part of a bigger issue that may need to be addressed. Sometimes a small leak can lead you to a malfunction that could cause injury, uninhabitability, or worse. Most property management software (PMS) allows your tenant to create a maintenance request that allows them to upload photos so that you (as a property manager) know exactly how to address the issue in a way that yields the best possible results.

Documenting maintenance (and other) issues at your property is important to develop an understanding and a history to rely on to develop sound solution to ensure other residents do not have to relive the issue experience by the tenant who reported the problem. Having gone to several eviction hearings, it is important to have your ducks in a row when addressing any issues your tenant claims to have gone unresolved. Without proper documentation, photos, or notes, you will have trouble recalling what measures have already been put in place and what further needs to be done to resolve the issue at hand.

One of the things I love most about the lease signing process is that there are addendums that we can provide and explain to each of our tenants to educate them on how California laws are in place to keep them safe. Additionally, tenants feel a sense of community when they are empowered with information they're able to potentially pass along to their neighbors, family members, and guests. I strongly believe in the each-one-teach-one philosophy because an educated tenant is an empowered tenant.

One helpful way is to have short clear detailed instructions in a pocket file book that tenant can use to troubleshoot,or how to use appliances and to use them according to their specifications to prolong its life span…. This notes saves the owner on call out cost as the tenant can rectify the problem without the artisan

Create recurring, consistent times during the week or month to host orientations, where you invite your renters and teammates to join and host old and new topics, with inviting dialogue that encourages them to take ownership in the upkeep and longevity of their home and the overall community. This extends the life of your assets and pulls more than just one or two sets of eyes, but moreover a troop that is invested in that same longevity and love of their community.

We are entering a digital/ virtual revolution. It will behoove property managers to learn how to use or partner with companies that offer virtual/ digital solutions that they can create to make the lives of their tenants much easier. Some property management systems are incorporating AI into their software to make things easier for the user. Though this is a great initiative, it is up to the manager to learn how to use these tools to educate their residents on how to use them to their advantage.