Managing rental properties comes with its share of day-to-day complaints from tenants. After being in the industry so long, we’ve heard a lot of requests and complaints from tenants. There are some of these that we get much more frequently than others and are important for any property manager or DIY landlord to be ready for. While these issues might seem minor, how you handle them can significantly impact tenant satisfaction and retention. Also, a lot of small to-dos can add up quickly and become overwhelming if you are not prepared. Remember that happy tenants are more likely to renew leases and take better care of your property, which means fewer vacancies and lower turnover costs. In the end that means more profit for you!
Here is the list that I’ve outlined with the most common issues and how property managers or landlords can resolve them swiftly and professionally, helping you maintain a well-managed rental property.
1. Appliance Breakdowns
Every appliance has a lifespan and over time can develop maintenance problems. One of the most common complaints tenants have is dealing with broken or malfunctioning appliances. From a dishwasher that won’t run to an oven that won’t heat properly, tenants expect these issues to be addressed quickly to avoid major inconvenience in their daily lives.
How to Resolve It:
Your property manager or Landlord should prioritize appliance repairs by working with a network of trusted technicians who can respond quickly. We keep lists of trusted vendors for all of the issues we see. When tenants report an issue, your PM should ensure the repair or replacement is scheduled as soon as possible, often within 24-48 hours. In the meantime, we keep tenants updated on progress, so they don’t feel left in the dark.
It is also important for tenants to know what their personal responsibilities are in regards to taking care of the unit. Keeping a clear list of these as well as solutions can be helpful to share with any tenant that might reach out for someone else to do the job. As an example, here is our list of tenant responsibilities for our client’s rental units.
Pro Tip: Keep an inventory of appliances' purchase dates and warranties. Keeping tabs on this as you replace units in your properties can save money and allow you to track life expectancy/potential replacement costs later on.
2. Routine Maintenance Requests
There are so many routine maintenance items that come up in rentals. Even minor maintenance issues—like a leaky faucet, a door that won’t close properly, or a wobbly ceiling fan—can become major annoyances for tenants if left unresolved. Delayed responses to these requests can lead to frustration and dissatisfaction. Again making sure tenants are aware of what their responsibilities are with these is key! Preventative maintenance can also be key to avoiding issues from the beginning.
How to Resolve It:
We’ve implemented an efficient maintenance request system through our online portal, where tenants can easily submit and track their requests. At Landmark, we categorize and prioritize these requests based on urgency, ensuring small issues are handled before they escalate into bigger problems. We’ve hired a company to take emergency calls at all hours of the day and night to ensure that no problem gets overlooked even during the times our office is closed. We also have a resident portal for our tenants to quickly access everything that they might need quickly and efficiently!
Pro Tip: A quick acknowledgment of the maintenance request—even if the repair can’t happen immediately—can go a long way in keeping tenants satisfied.
3. Temperature Control Issues
Heating and air conditioning complaints are common, especially in Chicago’s unpredictable climate. Tenants may find that their unit isn’t heating or cooling evenly, which can lead to discomfort, especially during peak summer or winter months.
How to Resolve It:
We have a very effective emergency call system that is available 24-7 to tenants like I previously mentioned. If a tenant reports a heating or cooling issue, we send out a technician as soon as possible to address the problem. We also educate tenants on how to adjust their thermostats and use their HVAC systems effectively to avoid misuse that can lead to complaints. There are also legal concerns you want to be aware of when it comes to temperature. If you haven’t read my blog “Everything Landlords Need To Know To Avoid Getting Fined This Chicago Winter” be sure to check it out!
Pro Tip: Ensure that heating and cooling units are properly sized for the space and perform routine filter changes to maintain efficiency. Providing tenants with a tenant Home Care Handbook can help them with these tasks and avoid problems later on.
4. Water Pressure or Plumbing Problems
Low water pressure, slow drains, or plumbing backups are frequent complaints that, while often minor, can greatly disrupt a tenant's daily routine. Issues with sinks, showers, or toilets need to be addressed quickly to prevent tenant dissatisfaction.
How to Resolve It:
We have a trusted team of plumbers on call for quick response times. Whether it’s a blocked drain or a more complex issue with the building’s plumbing system, we aim to resolve the problem within a short window to minimize disruption to the tenant’s day-to-day life.
Pro Tip: Offering tenants basic plumbing care tips, like avoiding pouring grease down the sink, not using drano, not flushing items that are not toilet paper, and more can help prevent problems.
5. Noise From HVAC Units or Other Equipment
Sometimes, tenants report unusual noises from HVAC units, water heaters, or other equipment in their rental. While these sounds may not indicate a major issue, they can be disruptive, particularly at night.
How to Resolve It:
When tenants report noise complaints related to equipment, Landmark promptly sends out a technician to inspect the system for any underlying issues. We make sure to address the root cause of the noise—whether it’s loose parts, poor installation, or mechanical wear and tear—to keep tenants comfortable and reduce the need for follow-up complaints.
Pro Tip: Regularly servicing major mechanical systems can not only extend their lifespan but also reduce noise issues that lead to tenant discomfort.
6. Difficulty with Parking
Street parking is very limited in much of Chicago and parking places at various buildings become necessary for tenants to access their home comfortably. For tenants in buildings or properties with shared parking spaces, complaints about parking availability or assigned spots are not uncommon. Whether it's confusion over where they’re allowed to park or frustration over other tenants using their spot, parking issues can lead to friction between neighbors.
How to Resolve It:
Clear communication is key when it comes to managing parking. We ensure tenants understand their parking assignments from the moment they move in. For properties with limited parking, we implement clear rules about guest parking, and in situations where disputes arise, we mediate to resolve the issue promptly. Towing companies can be used to remove cars that are parked in places not assigned to their specific unit to maintain order and keep everything fair. Snow removal can also play a major factor in the accessibility of parking in shared locations and must be managed effectively.
Pro Tip: Make sure your parking policy is clearly outlined in the lease agreement and reinforced during the move-in process to avoid misunderstandings.
7. Common Area Cleanliness
For tenants in multi-family properties, common areas like hallways, stairwells, and laundry rooms can become a source of complaints if they aren’t kept clean and well-maintained. No one wants to deal with overflowing trash bins or dirty walkways.
How Property to Resolve It:
We schedule regular cleaning services for all common areas to ensure these spaces are kept tidy. We also conduct frequent inspections to make sure the common areas meet high cleanliness standards. When tenants report issues with shared spaces, we address them immediately to maintain a positive living environment. As our maintenance teams resolve other issues, anything they see is also reported to our team.
Pro Tip: Scheduling a routine cleaning service can reassure tenants that the space is being maintained regularly.
8. Lawn or Exterior Maintenance
Tenants expect the exterior of their building or property to be well-maintained, especially in suburban areas. If landscaping is neglected, grass is overgrown, or walkways aren’t cleared after a snowstorm, tenants can feel that their property is being neglected. Little things are what we hear about the most such as a plant or bush that needs trimming, a branch that fell in a storm, or normal wear and tear to exterior items. It is also important to notify home rentals that do not receive lawn maintenance that this is their responsibility. This should be clearly stated in their lease and communicated by the property manager or landlord.
How Property Managers Resolve It:
At Landmark, we coordinate with landscaping and snow removal teams to ensure that the exterior of the property is always well-kept. Regular lawn care and timely snow removal are essential for keeping tenants satisfied and making sure the property remains inviting and safe year-round.
Pro Tip: Keep tenants informed about your exterior maintenance schedule, especially during the winter months, so they know when snow removal or landscaping work will be performed.
Conclusion: Addressing Complaints Quickly and Effectively
Tenant complaints are an inevitable part of property management, but they don’t have to lead to dissatisfaction or high turnover. By addressing day-to-day issues quickly and professionally, you can keep tenants happy, extend lease renewals, and maintain the value of your rental property.
At Landmark Property Management, we specialize in handling all aspects of tenant relations, from maintenance requests to everyday concerns, ensuring your property remains a great place to live. If you’re looking for a hands-on property management team to handle these issues for you, contact us today to learn more.
