Tenant maintenance property management issues
When managing multiple rental properties, it is important to deal with all property management issues in an efficient manner. If you manage a portfolio of 50 rental units, you will be dealing with a considerable amount of potential property management issues within the month. Remember, tenants can call at any time and depending on the urgency of the matter you could receive calls out of hours. I am sure any experienced property manager has received that phone call whilst sitting down to dinner, from over-excited tenants who have lost their keys or set off their alarm.
Make sure you have tenant maintenance procedures in place
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1. Acknowledge the issue with a prompt reply
Acknowledge the issue with a prompt reply to the tenant to ascertain that you have all the correct information. Once you have noted all of the information from the tenant, inform the tenant that you will update the landlord. Depending on the relationship you have with your landlord or the agreement you have in place, you may be able to make property management decisions without your landlord’s permission. Most letting agencies have an agreement with landlords that any property management issues costing under £200 can be overseen by the agent. If this is the case, make sure that you have this covered in your agreement with your landlord before proceeding.
2. Contact tradesmen immediately
Get onto your handyman or tradesperson immediately to organise a time to fix the problem. Remember some tradespersons will be busy working on different jobs and could possibly let you down at the last minute. It is always useful to have a backup tradesmen you know who could possible give you credit until the rent is collected. If you are a more established letting agent, you may employ your own tradespersons or contractors, so you will know how efficiently they normally operate.
3. Non-emergency property management issues
Aim for a 24-hour turn around for non-emergency property management issues. This is a must to avoid disgruntled tenants from burning your ears by talking about you in a negative way or somehow getting in touch with the landlord. For emergencies, obviously the problem needs to be solved immediately and would most likely involve you visiting the property to deal with the issue head on!
Sure isn’t that why the landlord pays you to manage the property?
Some of the common issues tenants will have:
- Plumbing problems
- Electric problems
- Lost keys
- Complaints from neighbours
- Parties in the neighbouring property
- Washing machine is broken
- Fridge is broken
- Faulty alarm or forgotten alarm code
- Shower pump gone down
The list can go on with many more issues ultimately its how you deal with your tenant maintenance requests that make you a good property manager. Some agencies use task manager software to help them.
by Colin Napper
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