Tenant complaints about maintenance are inevitable in rental property management, but how you handle these concerns can make or break your relationship with tenants. Prompt, professional responses not only ensure tenant satisfaction but also help protect your investment. In this guide, we’ll cover best practices for responding to tenant complaints, how to manage expectations and timelines for repairs, and your legal obligations as a landlord regarding maintenance and repairs in New Zealand.
Best Practices for Responding to Tenant Complaints
When a tenant reports a maintenance issue, your response sets the tone for how well the situation is handled. Here are best practices for addressing tenant complaints:
1. Acknowledge the Complaint Promptly
It’s important to respond to tenant complaints as soon as possible, even if the issue can’t be fixed immediately. Acknowledging the complaint shows tenants that you take their concerns seriously.
Tip: Send a confirmation message within 24 hours to let the tenant know you’ve received their complaint and are working on a solution. This helps manage tenant anxiety and prevents frustration from delayed responses.
2. Communicate Clearly and Professionally
Keep communication clear, polite, and professional. Let the tenant know the steps you’ll be taking to address the problem and provide an estimated timeline for repairs. Open, transparent communication is key to maintaining a good relationship with tenants.
Example:
If a tenant reports a plumbing issue, you can respond with:
“Thank you for bringing this to our attention. We will arrange for a plumber to assess the situation within the next 48 hours and will keep you updated on the repair timeline.”
3. Prioritize Urgent Repairs
Not all maintenance issues are equally urgent. Categorize complaints based on the severity of the issue and address emergencies—such as broken heating during winter, water leaks, or electrical faults—immediately.
Example:
If a tenant reports a leaking roof during heavy rainfall, this would take priority over a minor cosmetic issue. Arrange for an emergency repair as soon as possible to prevent further damage and tenant inconvenience.
4. Keep Tenants Informed Throughout the Process
Let tenants know what to expect during the repair process. If delays occur due to contractor availability or parts, inform the tenant promptly and provide updates regularly.
Tip: Always follow up with tenants after repairs are completed to ensure their satisfaction with the work done. This extra step shows that you value their feedback and are committed to maintaining the property.
5. Document Everything
Keep records of all communication regarding maintenance complaints, including the complaint itself, your response, the timeline for repairs, and any receipts or contractor invoices. This documentation can protect you in case of any disputes.
Tip: Consider using property management software to track complaints and maintenance requests for more efficient record-keeping.
Managing Expectations and Timelines for Repairs
Setting and managing expectations is crucial to maintaining a positive relationship with tenants. Here’s how to balance tenant needs with realistic repair timelines:
1. Set Clear Timelines for Different Types of Repairs
Categorize maintenance requests into urgent, non-urgent, and routine issues, and provide tenants with clear timelines for each.
- Urgent Repairs:
These are issues that affect the health, safety, or security of the tenant, such as no heating in winter, major leaks, or electrical hazards. Aim to address these within 24 to 48 hours. - Non-Urgent Repairs:
These involve issues that impact the tenant’s comfort or convenience but are not critical, such as broken light fixtures or minor leaks. Set a realistic timeline for these repairs, typically within 7 to 14 days. - Routine Maintenance:
Issues like repainting, minor cosmetic repairs, or replacing worn fixtures fall under routine maintenance and can be scheduled as part of regular property upkeep. Set longer timelines, typically up to 30 days.
Tip: Share these categories with tenants so they understand how different issues are prioritized and when to expect repairs to be completed.
2. Be Honest About Delays
Sometimes repairs take longer than expected due to contractor availability, parts shortages, or other issues beyond your control. Always be upfront about these delays and communicate why the repairs are taking longer. Tenants appreciate transparency and will be more understanding if you keep them informed.
3. Offer Temporary Solutions for Major Issues
If repairs cannot be completed immediately, especially in cases of urgent problems, consider offering temporary solutions. For example, provide space heaters if the heating system is down or arrange temporary accommodation if major plumbing issues make the property uninhabitable.
Example:
If there is a delay in repairing a broken stove, offer to reimburse the tenant for takeaway meals until the repair is completed.
Legal Obligations Around Maintenance and Repairs in New Zealand
As a landlord in New Zealand, you are legally required to maintain the rental property in a habitable condition. Understanding your obligations under the Residential Tenancies Act (RTA) ensures you stay compliant and avoid legal disputes. Here are your key responsibilities:
1. Maintain the Property in a Reasonable State of Repair
The RTA requires landlords to maintain rental properties in a reasonable state of repair, considering the age and condition of the property. This means you must carry out repairs when necessary and ensure the property is safe and habitable for tenants.
Example:
If a tenant reports a leaky roof or faulty plumbing, you must arrange for repairs as soon as possible to prevent further damage and ensure the property remains habitable.
2. Address Urgent Repairs Promptly
Under the RTA, landlords are required to address urgent repairs immediately. Urgent repairs are defined as any issues that affect the health or safety of the tenant, such as loss of heating, major leaks, or electrical issues.
Tip: Ensure tenants understand what qualifies as an urgent repair and how to contact you in case of emergencies, especially after hours.
3. Respond to Non-Urgent Repairs in a Timely Manner
For non-urgent repairs, the RTA mandates that landlords must act within a reasonable time. While there is no specific timeframe outlined, it’s essential to communicate with the tenant and make arrangements for repairs as soon as possible.
4. Meet Healthy Homes Standards
In New Zealand, landlords are required to meet the Healthy Homes Standards, which set minimum requirements for heating, insulation, ventilation, moisture control, and draught-stopping in rental properties. This ensures that properties are warm, dry, and healthy for tenants to live in.
Tip: Conduct regular inspections to ensure your property meets these standards and address any deficiencies as required.
5. Landlord’s Liability for Delays
If you fail to address repairs in a timely manner, tenants may apply to the Tenancy Tribunal to have the issue resolved. The tribunal may order repairs, award compensation to the tenant, or allow the tenant to break the lease without penalty in cases of serious neglect.
Tip: To avoid disputes, always respond promptly to repair requests and maintain clear communication with tenants.
Key Takeaways
- Best practices for handling tenant complaints include acknowledging the issue promptly, clear communication, and keeping tenants informed throughout the repair process.
- Managing expectations by setting clear timelines for repairs and offering temporary solutions can help reduce tenant frustration.
- Legal obligations in New Zealand require landlords to maintain properties in a reasonable state of repair and address urgent repairs immediately, in line with the Residential Tenancies Act.
At NG Property Management, we help landlords manage tenant complaints and maintenance issues professionally and efficiently, ensuring compliance with New Zealand’s tenancy laws. Contact us today to learn more about our property management services and how we can help you maintain a positive relationship with your tenants.
Disclaimer: The information provided in this blog is for general informational purposes only and should not be considered legal advice. Please consult a professional for specific guidance on your rights and obligations as a landlord.
