By an eHow Contributor
Responding to Complaints
Although the daily tasks of apartment managers vary, responding to tenant complaints is an essential part of maintaining a thriving apartment community. The efficiency in which complaints are addressed–whether it’s a verbal complaint regarding a leaky roof or a written complaint regarding a noisy neighbor–has a direct impact on the relationship between tenants and management. Apartment managers act on a variety of issues to avoid further complications. Failure to adequately address both equipment and quality of life issues can lead to high turnover rates and profit loss. Complaints are categorized by type and emergency level to ensure that the most serious issues are taken care of immediately. Apartment managers may respond to complaints themselves or delegate the duties to subordinate office personnel. Although apartment managers routinely solve simple problems by returning calls and emails, more pressing situations may require ongoing communication.
The goal of concessions is to appease angry tenants and to keep satisfied tenants on your apartment roster. Concessions can be offered in a variety of forms, including cash incentives for signing leases, preferred parking spaces and rent discounts. Apartment managers can disperse concessions to the entire apartment community for planned reasons or to specific tenants for unexpected reasons. For example, a tenant may be given a discounted rental rate to make amends for long repair times. Concessions can be used to solve a problem that a tenant has with management or with another apartment tenant. Offering to relocate neighbors that can’t get along can keep both parties happy and prevent income loss due to rent withholding or moving. Keeping tenants happy may also involve occupying them with community activities and social events. Apartment managers plan holiday parties and appreciation nights to appease anger, show goodwill and build community cohesion. Happy tenants are usually more willing to negotiate before making rash decisions. For example, a well-planned barbecue may dissuade a tenant from destroying property or spreading rumors about community life.
Apartment managers maintain order within the community by enforcing standards. Disputes often develop between tenants due to rule violations. Apartment managers assess situations and decide the level of action needed to solve the underlying problem. For example, it may be necessary to give a written warning to a tenant who frequently violates noise regulations. Although it may upset the offending party, it lets other tenants know that their problems will be addressed with fairness and efficiency. Tenants are more likely to report problems when they feel their opinions are handled in a professional manner. This positive interaction may lead to lower turnover rates and higher community rankings. Apartment managers conduct inspections to ensure that tenants are following rules and maintaining the property. In extreme cases, apartment managers start eviction proceedings to protect the interests of the building community.