How Property Managers Can Hurt Their Reputation.

How Property Managers Can Hurt Their Reputation.

The role of a property manager is to ensure that the properties they oversee are well-maintained. A major part of this process is to respond to tenant complaints and repair requests in a timely and thorough fashion. Unfortunately, property managers often fail to offer a level of responsiveness that tenants expect and deserve. This can lead to tenant frustration and can ultimately damage your image. Below is a look at the most common types of frustration tenants experience and the one simple solution that can prevent these frustrations from hurting your reputation.

 

What are the most common sources of frustration for tenants?

The key to protecting your reputation as a property manager is to identify the most common sources of tenant frustration and take proactive measures to prevent them from surfacing. The five most common types of property management frustrations that tenants experience are as follows:

 

1) Inability to speak with a live person when a problem arises

Few things are more frustrating for tenants than being unable to communicate their needs to their property manager. Being unable to have a live conversation with a representative of the property management team can leave tenants feeling disillusioned and worried that their problems might go unaddressed.

 

2) Poor responsiveness on behalf of property management

 

Once a tenant has submitted a repair request, frustration will arise if the property manager does not issue a timely response. Poor communication can leave tenants feeling like their problems are not important and may even spur them to voice their dissatisfaction in online forums.

 

3) Lengthy wait times while repairs are made

Repair work should be completed as quickly and efficiently as possible. When repair work is postponed or takes too long to complete, frustration can arise. Whether the delays are due to back-orders on parts or repair personnel being on vacation, tenants will become discouraged and embittered if they are forced to endure lengthy delays.

 

4) Having their lives disrupted by repairs

Property repairs are an inevitable part of life, regardless of whether you own your property or rent it. Most tenants realise this and are usually willing to make reasonable adjustments in their schedules to accommodate the repair process. However, tenant frustrations will surface if property managers blatantly fail to take the steps to minimize disruptions to a tenant’s living space or the surrounding common areas.

 

5) Feeling undervalued by property managers and ownership

When tenants are unable to communicate their needs to a live person and then have to contend with delays or unresponsiveness from property managers, they feel undervalued. They feel underappreciated by property managers and owners, which can cause their satisfaction with their living arrangements to plummet.

 

Have you had these experiences happen to you or your tenants? #letstalk

The biggest complaints we hear from other property management teams are; 'we don't hear back' and 'we don't know what's happening. We believe in making our activity transparent and are very proud to avoid those same mistakes. We use a software that manages all tasks for the property. We create a platform for your property which all our team work from. This board is permanently available to clients and tenants and shows in real time what we've worked on, are working on, and what's in the pipeline. We also use Slack to communicate with clients. We create channels or separate workspaces between us and you to massively speed up communication and allow for more automatic updates.

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