Handling Tenant Complaints
Professionally
Address tenant complaints with confidence. Learn effective strategies for resolving issues while maintaining positive landlord-tenant relationships.
Handling tenant complaints effectively is a central part of managing rental property. Landlords must comply with the Washington’s Residential Landlord-Tenant Act (RLTA), which establishes strict standards for maintaining safe and habitable living conditions. From functioning plumbing and heating systems to mold remediation, timely repairs are not only good business, but they are, often, also legal obligations.
Tenants have responsibilities too: Tenants must report issues promptly in writing, co-operate with reasonable repair efforts, and avoid causing damage through neglect. Failure to meet these duties can jeopardize their rights to remedies under the law and entitle the landlord to remedies of their own.
In this article, we will break down some common tenant complaints, explain both landlord and tenant obligations under Washington law, and offer practical strategies for resolving these issues effectively while maintaining legal compliance and protecting your rental property.
First, some general practices
Reassure tenants of commitment to addressing their concerns. While landlords and their employees should not tolerate abuse, a little bit of empathy and patience can go a long way. If the concern cannot be resolved promptly, explore alternative solutions to temporarily alleviate, or mitigate, negative impacts of the concern while exploring longer-term solutions.
Regardless of the timing or complaint, landlords should always be diligent in documenting and recording the complaints they receive, including the sources and dates of the complaints. Tracking who is making complaints and when they are made can help protect against tenants who try to weaponize or misuse the complaint process, particularly as against their neighbors. This said, it is also important to respect the sensitive nature of those records and to protect tenants’ privacy. Having good written policies in place for complaint handling and documentation helps ensure consistency.
Complaints start with expectations
Having a well-drafted lease agreement can help manage most tenant complaints by setting clear expectations. Including specific policies and clauses can empower you to manage disruptive behavior effectively since tenants are more likely to comply with rules set forth in their written lease agreement. Similarly, landlords that apply policy consistently across the leases at their properties will be able to handle complaints consistently because the same expectations apply to all their tenants.
Common Tenant Complaints
Maintenance Issues and Requests
Urgent maintenance issues, such as electrical problems, heating or cooling failures, and water issues, need prompt attention. Legal requirements often dictate the response time for these problems. For less urgent requests, quickly acknowledge the issue and provide a timeframe for resolution. Ignoring maintenance concerns can lead to increased repair costs, broken leases, and even liability to tenants for added costs they suffer.
Lack of Communication
One major complaint from tenants is poor communication from landlords. Landlords should establish a system for ensuring availability and responsiveness. This could include a dedicated email address, designated call hours, or an accessible office. Regular communication can prevent issues from escalating and demonstrates commitment to tenant satisfaction. Landlords may consider implementing an annual inspection for units as part of the lease renewal process.
Noisy Neighbors
In multifamily properties, noise complaints and other tenant conflicts are common. Addressing these issues can range from mediating conversations to enforcing lease terms. Sometimes offering a different unit or having a direct conversation with the offending tenant can resolve the issue. Noisy pets can also lead to complaints from neighboring tenants. Pets can be a tricky issue, especially when the noisy animal is a service or emotional support animal. Just like with tenants, though, the first step to addressing pet problems is setting clear pet policies in the lease, even for no-pet properties.
Pest Infestations
Pest problems, including insects, bedbugs, and rodents, are unacceptable to tenants and require swift action. Proactive pest control measures, such as sealing entry points, maintaining landscaping, and hiring professional pest control services, can prevent infestations. Landlords should communicate their pest control plans and timelines clearly to affected tenants to reassure them that the issue is being handled. In some cases, landlords who engage in a reasonable preventative pest control plan also enjoy safe harbor against related legal claims.
Odors
Odor complaints can be one of the trickiest to address because locating their sources is not always as straight forward as it would seem. Each building is different and has different air flows. Simply assuming an odor is coming from a neighboring unit is often an ineffective strategy. When addressing odor complaints, landlords should work methodically to isolate and confirm the source before beginning to serve compliance notices. In some circumstances, giving notice to enter for maintenance and inspection can be a useful tool during this process.
Promptly handling tenant complaints is an unavoidable part of being a good landlord. Leaving complaints unaddressed or failing to address them timely, can lead to greater turnover and loss of desirable tenants. In extreme cases, removing a problematic tenant might be necessary to retain good tenants. Landlords should never allow one problem tenant to spoil the experience of other tenants.
With the right approach and systems in place, these challenges can be managed professionally to help minimize tenant turnover and ensure good landlord-tenant relationships. Seeking expert legal guidance when dealing with tenant complaints can help you remain legally compliant and protect your ability to effectively manage your property.
Disclaimer
This article is provided for informational, educational, and marketing purposes only and does not constitute legal advice. The content is current as of its publication or last review and may not reflect the latest legal developments. Do not rely solely on this information—consult a qualified attorney regarding your specific situation.
Resolve Your Complaints
At Cascade Counsel, we help landlords stay compliant, avoid liability, and resolve tenant complaints efficiently. Whether you need a custom lease agreement, legal advice on habitability standards, or help crafting a tenant communication policy, we are here to support your success. Contact us today to ensure your properties are protected and your tenants are heard.
