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5 Tips on Handling Tenant Disputes

  • The tenant is your customer. They pay your wage or your mortgage. Without the tenant, you have no income or profit. Treat them with respect.
  • At the beginning of the conversation assure the tenant that you are committed to working through the problem and finding a solution. This doesn’t mean they will get everything they want.
  • Hear the tenant out. Whether you believe the tenant has a legitimate complaint or not, they think they do. By listening, you legitimize their feelings. Ask open ended questions. Try to find the complaint behind the complaint.
  • Anytime there is a dispute or complaint, document it. Keep the documentation objective. If the matter would end up in court at some point, office notes can be admissible as evidence. Our memories are not that good. Memories can change and shift as the matter progresses.
  • Once you are sure you have the entire complaint or dispute out on the table, then ask the tenant what they think the solution is. Often the tenant knows how they would like the matter resolved. Asking for their solution, before proposing yours does two things:
    • . 1. It again shows the tenant that you care more about what they think than pushing your own agenda and ideas.
    • 2. Many times the solution the tenant proposes is a more advantageous solution to the landlord than the solution you were going to propose. Once the tenant has made a proposal that is now the line in the sand. You can begin negotiating from that point.

Tenant Screening & Selection

We are pledged to the letter and spirit of U.S. policy for the achievement of equal housing opportunity throughout the Nation. See Equal Housing Opportunity Statement for more information.