What do you do if your tenants are in conflict and need resolution?

Thoroughly investigate the issue from the beginning. Make a note of the trail of events and offer rectification or solution as necessary. Even if there is no solution or change, empathize with the relevant party and explain the entire process and collect feedback for improvement.

Always look for the cause of the issue before you even think to eradicate it. Ask the tenants right aways what are the issues be present on the premises and ask face to face and also float feedback survey. Do not assume about the scenarios based on your previous experience. Be polite authentic and firm to understand the issues first in order to solve them later.

The conflict may be the result of the condition(s) of the premises or to conflicting personalities. If the former, the landlord's removal of the contentious condition(s) should be a viable solution. However, conflicting personalities could require the intervention of disinterested neighbours or even the police, for either a resolution or determination of fault. In the final analysis, the landlord may give notice of vacation of the premises to the parties deemed at fault, which could be an incentive for a resolution of the matter, or the eventual removal of such parties. Whatever the conclusion, the landlord would seek to ensure that the cause of the conflict would never recur - admittedly, a difficult proposition.

Initiating the process with active listening is crucial. Before suggesting solutions, it’s essential to understand the root causes of the conflict and the perspectives of all involved parties. This understanding allows us to identify underlying interests and unmet needs. It's advisable to conduct these discussions in a neutral and private setting, ensuring each party feels heard and valued. This stage can unveil previously unconsidered solutions and facilitate the path toward agreement.

The biggest issue when managing HMO's is the range of personalities within the house. As no two people are the same there will always be unrest or conflict in one way or another, whether it be an issue with washing up, parking or even personal hygiene. Issues always escalate over time as people are more likely to bite their tongue as opposed to create a "thing" , however if issues aren't managed appropriately in the first place it'll lead to bigger problems. The key factors for ensuring discussions go well are honesty, understanding and compromise. Remember, be respectful and aim towards a long lasting resolve.

We are professionals and we must act in consecuence because the manner in which we present the possibility of resolution significantly influences the parties' attitudes towards negotiation. It’s important to emphasize that the goal is not merely to compromise but to find a solution that improves the situation for everyone. Employing clear language, avoiding unnecessary technical terms, and expressing empathy are practices that help build trust. Maintaining a positive and open attitude, showing firm belief in a beneficial outcome for all, is crucial.

My key tip here is to engage in conversations with the parties involved away from the premises, on neutral ground, that way it's less likely to become a shouting competition. Allow each person to voice their concerns and the have the other respond afterwards. It's a painful process however it'll do a whole world of good! If possible, end the meeting with both parties apologising to each other and shaking hands etc. More often then not, conflict resolution can bring people closer together!

At this stage, the key is to facilitate constructive dialogue that allows the parties to express their views and needs. Encouraging the tenants to propose their own solutions can empower them and make them feel like active participants in the resolution process. It is helpful to clearly establish common interests and differences, working together to explore alternatives and the consequences of different options. The ability to identify and propose creative and flexible solutions will be invaluable.

Once a verbal agreement is reached, it’s crucial to translate this consensus into a legal document. This document should detail the terms of the agreement, specific responsibilities of each party, timelines, and any other relevant conditions. It’s advisable to review the document with the parties before signing, ensuring it accurately reflects the agreed terms and that all parties understand their obligations and rights.

In situations where the parties cannot reach an agreement on their own, the role of an external mediator becomes essential. This should be a professional with experience in the real estate field and conflict resolution, capable of offering a neutral perspective and facilitating communication between the parties.

The very best form of education in the property industry is gained by "on the job" training. You can read everything you need to know for your job in a manual however there's no substitute for exercising the practical elements. I'm a strong believer that there are no new problems in the property world and at some point one of your colleagues has faced what you've gone through. Share your experiences with them and they'll organically teach you how to overcome similar issues.