What are the most common tenant complaints?

If you are new to being a landlord, you may be wondering what the most common tenant complaints are and how you can equip yourself to effectively deal with them. 

Not all complaints from tenants will be the same, and so there is not one way to effectively manage situations like these. However, there are most definitely common themes that will occur when dealing with renter complaints. With these complaints comes the responsibility that you, as a landlord, should ensure a resolution is found. 

Most common tenant complaints

You will inevitably receive at least one complaint throughout the entirety of your landlord journey – it’s expected. So, this guide will serve as a guide for you on how to deal with these complaints in the best way possible. 

Now, let’s look at these complaints in more detail. 

Maintenance and repairs

The most common renter complaint includes anything to do with maintenance and repairs. In fact, 79% of private renters complained mostly about repairs. The fact that tenants are expected to take responsibility for certain repairs will potentially also create opportunities for tenants to complain, as they may not be aware of who is responsible for what.  

Another reason tenants can begin complaining about maintenance and repairs is if they have been waiting for an extended period for repairs to be made.

A tenant’s quality of life can easily be impacted by any repairs or maintenance that is put off for a long time. So, try to make sure that you repair any damages or wear and tear as soon as possible.  

Another way to combat renter complaints is by ensuring that you have a system in place that allows your tenants to raise any concerns they may have about damages and repairs.  We recommend that you set up a system that works for you and your tenants, whether that be a 24/7 emergency contact number that tenants can call should anything drastic happen or an online maintenance request platform. 

Lack of communication

Another common tenant complaint that surfaces often is when a tenant feels there is a lack of communication from the landlord’s point of view. This is especially true when tenants feel as though their requests have not been listened to or if there are no updates available. Ensuring there is good communication between landlords and tenants is vital to the success of the landlord-tenant relationship, as mentioned above. 

So, to make sure that you foster open communication with your tenants, we recommend creating a system where tenants can communicate with you using an online portal, for example.  With a system like this in place, you can make sure that you respond to tenants within a set time frame, usually within 24 hours, allowing them to feel heard and confident in you as a landlord. 

You can also schedule regular check-ins so that your tenants get to know you better on a personal level, too. 

Noise complaints

Noise complaints are especially common in apartment blocks or buildings in busy areas, but can take place anywhere. This may include noise from next-door neighbours or if there is construction taking place near the property. 

As a landlord, your responsibility would be to investigate where the noise is coming from and to see if there is any way you can take action, as long as it’s in your control and especially if other tenants are involved. 

There are a few measures that you can put in place to help with this, too, such as:

• Include noise guidelines in leases: Outline acceptable noise levels and quiet hours to set expectations upfront.
• Soundproofing measures: If noise complaints are frequent, consider installing soundproofing materials or advising tenants on helpful measures, such as heavy curtains or white noise machines.

Pest infestations

Pest infestation is another common tenant complaint that can surface. Complaints are usually around rodents or insects within the property and happen because pest infestations can damage the property. So, it’s important to respond to any renter’s complaints about pest infestation as soon as possible, as they can very easily get out of hand if not dealt with promptly. 

Ensure that you conduct regular pest inspections, implementing any pest control measures where possible to avoid further infestation. As a landlord, you can also ensure that you include pest prevention tips in the tenant’s welcome pack and schedule seasonal pest inspections to prevent any infestations where possible. 

Security and safety concerns

Another common, and understandable, tenant complaint is around safety and security. This may include the tenant feeling as though the locking up or alarm system is not adequate or that there is a lack of light around the property. 

It is your responsibility as a landlord to ensure that your property is secure enough to house tenants in, especially in busy urban areas. Ensuring adequate security will also easily become a unique selling point for your property if you need to market it in the future. 

So, ensure your property is equipped with secure locks, updated entry points, and adequate lighting in common areas and entrances. Further tips for ensuring you maintain tenant confidence are to: 

• Invest in security measures: Consider adding cameras, secure locks, and motion-sensitive lighting as valuable additions to the property.
• Immediate response to safety issues: Address any security incidents or concerns raised by tenants as soon as possible. 
• Keep tenants updated: Inform tenants when security upgrades or repairs are made, making them feel valued and safer.

Deposit disputes

Deposit disputes are usually another very common tenant complaint that you can expect to come across during your time as a landlord.

 If, for example, you need to take some money off of your tenant’s deposit after the tenancy agreement has ended for damages, you may receive some push-back from the tenant who will want to challenge this. 

If you can’t solve the problem between yourself and the tenant, you may need to involve a third party who will act as a mediator between yourself and the tenant. The Tenancy Deposit Protection (TDP)  scheme is there to help with this.

Make sure that you mitigate these risks and renter complaints by implementing the relevant processes and procedures. Ensure to communicate thoroughly with your tenants to avoid any confusion and ensure that your property is safe so that tenants feel secure in your property. 

For more information on landlord insurance, contact one of our highly skilled experts today at 01788818670.