Property Management, Tenant Selection, Real Estate News & Tips

What To Do When Your Tenants Hate Each Other

By on May 31, 2017 in Education with 3 Comments

Fighting Tenants

You ran the background checks.  You approved credit scores and financial responsibility.  References have been verified and security deposit and rent checks have cleared.

You’ve done everything possible to ensure your tenants will respect the property and pay rent on time.

But even the best tenant screening can’t prevent conflicting lifestyles between your neighboring tenants, causing high animosity, leaving you right in the middle of some tenant-on-tenant drama.

What’s a property manager to do?

Whether it is the stomping of a “loud” upstairs neighbor, excessive music or partying late at night, stealing parking spaces, or even aggressive smells permeating the next door unit, every property manager has encountered a tenant complaint about a neighboring tenant.

For the most part, these types of lifestyle complaints can be settled with a little mediation, compromise, and lease enforcement.  In cases of serious threats, harassment or violence, legal action might be necessary to ensure the safety and well-being of your tenants.

How to manage fighting tenants

The first step in handling tenant disputes, is to have a solid lease that details rules expected of tenants that promote a safe and peaceful environment.

A safe environment includes provisions about unacceptable harassment, threats or inappropriate behavior directed at other tenants.  And a peaceful environment includes conditions that make all tenants feel comfortable regarding nuisance or noise.

Lease terms for a safe and peaceful environment

Some property managers include specific provisions in lease agreements about what is included in a safe and peaceful environment in regards to noise and behavior for all tenants and their guests, and highlight that failure to comply is considered breaking lease terms and grounds for eviction.

If simple disputes and noise complaints cannot be settled with warnings, having a lease in place will assist you if must move on with an eviction.

Create a Resolution Policy and Procedure

To better manage tenant disputes and complaints, it is a good idea to have an establish internal policy outlining how to handle these situations.  A resolution policy will help you respond consistently and proactively to tenant complaints.

Here are some steps you should consider taking to help you develop a resolution policy.

  1. Stop it before it starts.
    Give your tenants the opportunity to solve problems on their own.  When the tenant first moves in, offer them helpful suggestions about dealing with the neighbors, try including a handout with your tenant welcome package.  In the case of most noise complaints, the tenant in question might not realize he is being too loud and will happily turn down music or quiet a social gathering if a polite request is made.
  2. Be Informative.
    Provide your tenants instructions about how to file a complaint.  Do you want your tenants to call you every time they have a complaint?  Do you want them fill out a complaint form in the leasing office?  Do you prefer an email?  Regardless of the method you choose, communicating this to your tenants will help you avoid late night calls to your emergency phone line.
  3. Acknowledge your tenant’s complaint.
    Regardless of the your preferred complaint system, you must respond and acknowledge your tenant’s complaint as soon as possible. It is important that you take complaints seriously, so your tenants feel valued and respected.  (Even if you have to suppress an eyeroll from Tenant Tina for another complaint about Tenant Tom’s “heavy breathing” through the thin walls.)  Inform your tenant that you recognize their concern and explain that you will take action about any lease violating behavior.  If no action can be taken, explain why.
  4. Make a call.
    Contact the tenant in dispute by phone and advise them that a complaint has been made against them , and tell them in what regards.  Do not tell them who made the complaint-this can cause further disputes or tension among your tenants. If they are breaking rules outlined in the lease agreement, reference this violation and what actions are being taken.  Remind them that lease violations are grounds for evictions.  Depending on the severity of the complaint, a warning might sufficient to stop the behavior.
  5. Put it in writing.
    After your phone call, send a letter or email to the tenant in dispute, confirming your conversation and what was discussed.  Your letter should detail any actions that need to be taken by the tenant or management, and reference any specific lease violations.
  6. Document everything.
    This is where tenant complaint forms can come in handy.  You should also have a record of the date the complaint was made, what actions you took, your conversation with the offending tenant and what settlement was agreed upon.  Make sure to log every complaint, and build a file against repeat offenders.  This will help you if any legal action needs to taken in the future.
  7. Follow up.
    Check in with your tenant who made the complaint, to make sure they are comfortable and satisfied with their rental property arrangement.  You do not need to specifically ask about their complaint, but reaching out will help them feel valued.

A disruptive tenant should recognize his responsibility to follow your lease terms and change his behavior after receiving a complaint notice.  If a violation constitutes a potential threat to anyone’s health or safety, you should be prepared with legal counsel to take appropriate actions.  Always consult a lawyer who is familiar with landlord-tenant rights in your state to help enforce rental lease agreements.

Part of having a successful rental property is enforcing a positive community among tenants.  Proactively managing tenant disputes encourages tenant retention and helps you be a great property manager.


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About the Author

About the Author: Kaycee manages marketing and media relations for Rentec Direct, bringing a unique perspective to the world of property management and proudly shares industry news, products, and trends within the community. .

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There Are 3 Brilliant Comments

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  1. Veronica says:

    I been living in an apartment for 14yrs and its been going now over a year now about my neighbor I have complaint to the office about being loud with her surround sound and I talked to my neighbor about this as well doesn’t believe that it is so loud and every day neighbor slams the front door so hard shakes the building and she yells at kids playing outside to be quite and she is the only one that could be loud we have been fighting I notified office and they won’t do anything to quite this neighbor I have wrote letters to the office as well and nothing has been taken care I also asked to be moved to different unit and maybe if we could sit with manager to resolve and management will not do this and now i got two letters posted to my door about my noise when within 13 yrs never had a complaint against me got along with other neighbors since this neighbor moved in its been an nightmare I feel this unfair because why hasn’t management done anything to this neighbor as well I’m getting letters posted to my door but not neighbors which is unfair any suggestion??

    • I would try getting a machine that records decibels levels to use anytime your neighbor is making excessive noise. Record the decibel level, time, and date. You should also make a noise complaint with the police department. That way you have a record of your complaints with someone other than your property manager. You should also contact your local housing authority, they should be able to put you in touch with an attorney familiar with landlord-tenant disputes. Since you have written letters, and have spoken to management to try and resolve the issue reasonably, you might have a solid case against them. Good luck!

  2. Karrie says:

    There is only so much a Property Manager can do. People need to realize they are in an apartment building and there will be noise. Apartment living isn’t for everyone.

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