Property Management Council

How To Deal With Difficult Tenants & Other Requisites

By: Katie Cintron, CNE, ACP, CWS, REALTOR® , Coldwell Banker Realty

As the property manager, you have done your job and leased a vacant property to a qualified tenant on behalf of the owner. The owners are pleased they will soon be receiving rental income. All good right?

HURRICANE SEASON

During hurricane season, if there is a major power outage or other impairments in our area, it is out of the manager’s control. Safety is the number one priority. In advance, when we know a storm is approaching, encourage your tenants, and ask especially the elderly or tenants with compromised health, to find a friend or relative to stay with until the conditions improve. Management is not expected to provide additional accommodations.

DEMANDING TENANTS

After the tenant has moved in, the once-pleasant tenant becomes very demanding. Property managers usually check to see if it is a full moon when the after-hour calls come in. Of course, emergencies are acceptable for immediate attention. But, what if it is not an emergency or something that can wait until normal business hours? As property managers, we have to determine and analyze the situation. Most experienced managers will be able to define the difference between, can wait and cannot wait. Obviously, if a tenant is bringing to our attention a serious water leak, then clearly this is something we want to remedy before further damage occurs.

SHOWING PROPERTY

When initially showing the prospective tenant the property, I refer to the term WYSIWYG, (what you see is what you get). Do not expect the landlord to pay for major cosmetic alterations after moving in due to the tenant’s personal style or because they are outdated or not upgraded. In addition, no pets means no pets, and no exceptions. This does not apply to service animals.

NEVER-ENDING REPAIRS

Some tenants constantly submit repair lists that seem never-ending, and their requests can be outrageous while others are justifiable. The first thing is to acknowledge and listen to their concerns. I usually make a point to say “I understand” as a form of empathy to make them feel heard and appreciated. I personally avoid apologizing as a means of accepting it to be your fault. Most importantly, move on to address the matter as best as you can. Never make promises that you can’t keep. Having a working relationship with a vendor and/or contractor will be to your advantage. They may make exceptions for you, for your loyal business.

LEASE AGREEMENT

Always refer to the lease agreement. It is very important to be sure that all details are outlined and the responsibilities of both parties are defined. If certain procedures are to be taken prior to submitting repair requests, be sure that they are being followed. Remember the tenant agreed to the terms of the rental agreement when they signed it. Point out which responsibilities you’re obliged to fulfill and the tenants. If any damages are caused by the tenant out of negligence, this should be charged to them.

TENANT-TO-TENANT DISPUTES

Try to stay out of it if it is personal. If it is a matter that is disturbing the peace of others in the community, or breaking house rules, address it with the tenant that is violating the lease. Always listen to both sides before determining how to proceed. If it is a threatening matter, do not get involved. Call your local law enforcement agency. Remember to stay calm and exercise professionalism. Easy to say when you have someone screaming at you and demanding tenants will certainly test your patience. Take a few deep breaths. This will help you manage your composure and keep everything civil. Maintain a professional demeanor. To avoid conflicts, use written communication. Having a paper trail can come in handy in case of litigation.

PROBLEM TENANTS

There are many types of problem tenants: late or non-payers, property abusers, illegal subletters, expert complainers, lawbreakers, and the gossip columnist, to name a few. It is important to keep good tenants happy and know how to deal with problem tenants. There will always be tenants that never seem to be satisfied or are troublemakers. Be prepared and try to find the best solutions. Apply the same rules to all tenants to ensure fairness. It is best to stay in your lane and do not cross it. Always refer to your lease, and check with local ordinances. If necessary, consult your attorney. •