Tenant Relations and Dealing With Complaints
One of the keys to successful property renting is maintaining good tenant relations and responding quickly to complaints (including repair requests).
Preventing Problems
Problems will arise from time to time, but measures can be put in place to reduce the likelihood, such as:
- periodic visits checking for repairs
- suitable means of communication so a tenant can get in touch quickly and easily.
Dealing With Complaints
If a complaint is received, it should be acknowledged promptly so the tenant knows it has been received. Most complaints or problems are dealt with internally quickly, which is always the best way, where possible.
If the complaint concerns a repair request, either completing the works quickly or providing details of the proposed action within a reasonable time frame should be sufficient in most cases.
When the complaint is more detailed, and the parties cannot reach an amicable solution, it may be necessary to escalate it.
Mediation
Mediation is an alternative to using courts. Usually, each party pays a relatively small fee, and the mediator will communicate with each party separately and then try to ‘mediate’ a solution. Any solution agreed upon becomes a formal contract and so binding in courts.
Dispute Resolution
Dispute resolution is very similar to mediation, and in the first instance, both parties will have an opportunity to offer evidence and views. It will vary by service what happens next, but taking the dispute resolution provided by all tenancy deposit schemes, an adjudicator would consider the evidence and decide. Each party would be bound by the adjudicator’s decision even if it was unfavourable. However, no fee will be payable for dispute resolution in tenancy deposit schemes.
Legal Action
Legal action should always be considered a last resort or where there is no other statutory alternative (for example, possession may only be concluded by particular legal action, and mediation or dispute resolution wouldn’t usually be suitable).
Where legal action is available on a specific subject, we have detailed the procedure as appropriate.
Support
Some specialist lettings will offer support in addition to providing accommodation. You would need specialist training, and commonly, a local authority provides the support.
This letting is usually found with a disabled or vulnerable tenant.
Sustaining Tenancies
It is often said that a landlord is not in the business of evicting tenants but of letting property. A good tenant who remains in the rented property is always a good thing for a professional landlord.
Having good communication channels is vital to a lengthy tenancy. Also, don’t always be too keen to raise the rent, especially if the market is pretty stagnant at the time. It is sometimes better to take a slightly lower rent for a longer period than to get the maximum rent with lots of void periods in between.