How to effectively handle tenant’s property maintenance requests and keep them happy is this week’s maintenance tip from Keepe.
As a property manager, the job comes with its fair share of maintenance troubles.
From sudden gas leaks to bad locks to a leaking roof, the maintenance issues faced in a rental property can be overwhelming.
One thing every seasoned property manager understands is that tenants’ satisfaction is the key to excellent tenant-retention rates. A unique way to improve your tenant satisfaction is by proactively handling tenant requests when they come in.
Below are three ways to manage your tenant’s property maintenance requests as a property manager.
No. 1 – Act Fast On Property Maintenance Requests
Aside from the fact that tenants’ satisfaction is dependent on your response to their increased maintenance requests, responding on time helps you save money and your property from further depreciation.
Have a list of reliable vendors (maintenance people and contractors) whom you can contact in the quickest time possible. Companies such as Keepe can connect you with a reliable worker for your rental-property maintenance issues if you need help.
Also, keep in mind that many tenants these days like to text you their maintenance requests and expect immediate response to their texts.
No. 2 – Communicate
As soon as you receive a maintenance request, communicate not just with the vendor but with the tenant about the work progress.
You can find out more details about the history of the problem and the progress made by the vendor.
Reach out to the tenants via phone, email, or text to inform them about the moves you are making and what is required of them, or even to address their complaints in an orderly manner if there is a delay from the worker’s end. You can ask questions such as:
- When did the issue start?
- Has it happened before?
- How is the maintenance issue affecting your day-to-day activities within your apartment?
You can go as far as sending the tenant the vendor information to help the two speak directly, or share relevant information to help solve the issue promptly.
In today’s world, property managers are digitalizing how they handle tenants’ property-maintenance requests. This helps to keep all parties involved in the loop about the progress made and any changes to the request.
No. 3 – Follow-Up
As a property manager, handling maintenance requests goes beyond finding a reputable vendor or communicating during the repair period.
It involves reaching out to the tenant after the repairs have been completed. Find out from your tenants about their post-maintenance repair experience and how you can be of help next time.
You can send out a brief online feedback experience form or schedule a quick phone call if you like to keep a personal touch with your tenants.
A great set of follow-up questions to ask after a maintenance episode with tenants:
- What is the present state of the issue?
- Are you satisfied with the completed changes or repairs?
- Are there any extra costs you may want to relay back to us that you may have spent?
By doing the above, you’re not only improving your relationships with your tenants but also gathering further information for future occurrences.
Property maintenance requests conclusion
Managing a rental property requires you to be proactive, predictive, and an excellent communicator. Tenants are impatient and want quality services that match the rent they pay. If you are looking to increase tenant retention and satisfaction rates, you will need to improve on how you handle tenants’ maintenance requests.
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About Keepe:
Keepe is an on-demand maintenance solution for property managers and independent landlords. The company makes a network of hundreds of independent contractors and handymen available for maintenance projects at rental properties. Keepe is available in the Greater Seattle area, Greater Phoenix area, San Francisco Bay area, Portland, San Diego and is coming soon to an area near you. Learn more about Keepe at https://www.keepe.com.
