Lettings sector supplier Inventory Hive, in partnership with agents’ trade body Propertymark, has issued a six point guide to minimise complaints within the private rental sector.
Writing on the Propertymark website, Inventory Hive says it’s key to remember that private landlords can take steps now to prevent issues from reaching complaint stage, saving time, stress, and reputational damage.
And it says it’s important to note that the Ombudsman is an end point, not an entry point for complaints.
Here are the six points it makes:
Keep communication open, accessible and polite – “One of the most effective ways to prevent disputes is to ensure tenants can easily and safely raise concerns. Offering multiple communication channels such as phone, text and email can encourage this, but providing a 24/7 online (and secure) portal which can capture conversation threads and show progress goes even further. It’s important to respond promptly to queries and issues. A delay in response can create avoidable frustration and negativity. Similarly, the tone of response can complicate matters; interaction with tenants should always remain professional, friendly, and respectful.”
Set clear expectations from the start – Managing expectations should including setting out tenant and landlord/agent responsibilities in the tenancy agreement; providing a welcome pack with guidelines on maintenance and standards; and explicitly discussing rent payment schedules, maintenance procedures, and property inspections.
Conduct regular and well-documented inspections – “Routine property inspections help to identify and address minor issues before they escalate into major disputes, although it is important to balance this with the right frequency of visits to allow the tenant privacy and quiet enjoyment of their home. Schedule periodic inspections with sufficient notice and document findings thoroughly.”
Keep the repairs and maintenance process transparent – Inventory Hive says a well-structured approach to repairs will go a long way in preventing complaints about neglected maintenance. Consider using a ticketing system or digital log to track maintenance requests and responses.
Handle deposits and end-of-tenancy procedures fairly – Complaints can be avoided with a thorough check-in inventory and check-out process, with evidence given if there are deposit deductions.
Provide a clear complaints procedure – Particularly relevant for agents, having a structured complaints process means disputes can be managed efficiently in-house, avoiding escalation to the Ombudsman.
