What do you do if tenants are constantly submitting maintenance requests?

As a property manager, you might face the challenge of tenants who frequently submit maintenance requests. It's important to approach this situation proactively, ensuring that the property is well-maintained and that tenants feel heard and valued. The key is to balance responsiveness with efficiency, addressing legitimate concerns promptly while also managing expectations and preventing abuse of the maintenance system. By developing a clear process for handling requests, utilizing technology to track and prioritize issues, and educating tenants on proper use of amenities and fixtures, you can reduce the frequency of unnecessary requests and maintain a positive relationship with your tenants.

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1 Assess Patterns

It's crucial to identify whether there's a pattern in the maintenance requests coming from your tenants. Are the issues legitimate and indicative of underlying property problems, or are the requests frivolous? Take the time to review each request carefully and analyze the history of maintenance in the unit. This will help you understand if there's a need for larger repairs or if tenant behavior may be contributing to the frequent requests. Recognizing patterns will guide you in taking the correct course of action, whether it's scheduling major repairs or having a conversation with the tenant.

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2 Streamline Processes

To handle frequent maintenance requests effectively, streamline your maintenance processes. Use property management software to organize and prioritize issues, ensuring urgent matters are addressed first. This technology can also help you track the frequency of requests and identify any excessive patterns. Establishing a clear protocol for submitting and responding to maintenance requests can also help tenants understand what constitutes an emergency versus a non-urgent issue, potentially reducing the number of non-critical requests you receive.

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3 Educate Tenants

Education is key in managing tenant expectations and reducing unnecessary maintenance requests. Provide clear guidelines on what constitutes a maintenance emergency compared to a minor issue that can be resolved by the tenant. Offer tips on basic troubleshooting and proper care of appliances and fixtures, which can empower tenants to handle simple problems themselves. Regular communication about maintenance topics can foster a sense of responsibility and prevent avoidable issues from arising.

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Cindy Cosby

Licensed Real Estate Professional at CENTURY 21®
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Tenants need to be notified very clearly as to your expectations regarding a homes maintenance. Who is responsible for maintaining the lawn and grounds; are tenants responsible for small repairs, or are all needed repairs to be communicated to the landlord. Clearly let tenants know how long it will take for a minor maintenance request to be addressed and how more major requests will be handled. Ensure tenants know to call immediately with any electrical or water leak issues as these could damage the home.

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4 Regular Inspections

Conducting regular inspections can preempt maintenance issues before tenants need to report them. Scheduled walkthroughs enable you to identify and fix potential problems, reducing the likelihood of frequent requests. During these inspections, engage with tenants to discuss any concerns they may have and demonstrate your commitment to maintaining a high standard of living. This proactive approach not only keeps the property in good condition but also builds trust with your tenants.

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5 Review Policies

If frequent maintenance requests persist, review your maintenance policies. Are they too lenient, encouraging tenants to submit requests for minor issues? Consider revising your policies to clarify what is covered by maintenance and what falls under tenant responsibilities. Implementing a deductible or service fee for certain types of non-urgent requests might discourage excessive submissions. However, ensure that any policy changes are fair, legal, and clearly communicated to all tenants.

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Usman N.

Commercial Property Specialist | Driving Real Estate Value with Innovation & Financial Acumen 🏢💡
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In my opinion its time to revisit the policies and procedures may be as as PM you are too dependent on the system based output and not actually stepping inside the apartments as and when its required. Make sure your policies are clear in terms of all parties also segregate the type of requests to make sure that the issue isn't due to a defect due to construction which we call as the genetic issue due to the construction of the building.

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6 Leverage Feedback

Finally, use tenant feedback to improve your property management practices. When maintenance requests are completed, ask for feedback to understand the tenant's perspective on the process and the quality of work done. This information can be invaluable in making adjustments to your maintenance operations, ensuring that tenants are satisfied with how their concerns are addressed and potentially reducing the volume of future requests.

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7 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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What do you do if tenants are constantly submitting maintenance requests?

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2

3

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1 Assess Patterns

2 Streamline Processes

3 Educate Tenants

4 Regular Inspections

5 Review Policies

6 Leverage Feedback

7 Here’s what else to consider

Property Management

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What do you do if tenants are constantly submitting maintenance requests?

1

2

3

4

5

6

7

1 Assess Patterns

2 Streamline Processes

3 Educate Tenants

4 Regular Inspections

5 Review Policies

6 Leverage Feedback

7 Here’s what else to consider

Property Management

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