How to handle tricky tenants

Property management can pose daily challenges so how can we be more effective in our daily tasks to ensure we handle tricky tenants and situations as smoothly as possible?

Jessica King, property management business development executive for QLD explains what steps you can take as a property manager, or a landlord, to handle those tricky tenants.

Plan for the worst - everything in writing!

• Every action taken should be preparing for the worst case scenario - being QCAT or an insurance claim.
• Ensure you communicate clearly with tenants and use emails for confirmation, not conversations.
• Every action taken should be documented to easily create a timeline when resolving a complaint or issue.
• Remember, if it isn’t in writing, it doesn’t exist!

Using empathy & emotional intelligence

• These are quite overwhelming, confusing descriptive words that are used regularly but what do they actually mean?
• It is the ability to listen.
• Being polite and “reading” the emotions of others.
• Understanding what triggers certain emotions and then the ability to change your language slightly to adapt to each situation.
• Instead of saying ‘No’, ‘We can do this instead’.
• If a tenant is aggravated, don’t mirror their emotions, remain respectful and in control.
• This may mean having a conversation at another time.

Achieve an outcome & communication

• Constantly work towards an outcome for each problem that arises.
• It may not be the desired outcome, but it is still finalising it.
• Complaints escalate when tenants feel ignored and are constantly having to follow up for an outcome.
• Communicate consistently until an outcome is reached and politely tell them there will be no further discussion about it. Have a zero tolerance policy and don’t make allowances.
• Take action if permitted and remember, the Landlord can say no!

To avoid tricky tenants, it is important that you set the tone throughout the tenancy and the below are a few key tips:

• Tenants don’t know how to be tenants!
• We must look after the best interest of all parties and therefore need to ensure tenants understand what their responsibilities are and why a decision/outcome is relevant.
• Reference the relevant sections of the Act if this assists with explaining a situation and use fact sheets.

Educate for the end!

• One of the most important roles of a tenant ‘sign up’ appointment is to educate and set expectations clearly at the beginning of the tenancy.
• The tenant needs to understand what is expected of them so they can work with you, not against you.
• For example, if maintenance must be reported in writing with a photo, clearly explain this at the beginning of the tenancy.
• Use expectations and education to avoid unnecessary conflict.