Top Strategies for Enhancing Tenant Relations in Apartment Complexes

8/14/2024 (Permalink)

Tenants meeting their landlord

Top Strategies for Enhancing Tenant Relations in Apartment Complexes

Relationships between landlords and tenants don't have to feel transactional. Being a likable, relatable, and approachable landlord creates a positive relationship with tenants that can lower your vacancy rate. Knowing the important aspects that make tenants want to rent from you is also helpful. Learn 10 ways to improve tenant relations in apartment buildings.

1. Resolve Maintenance Issues Quickly

Nothing creates a positive rental experience like quick, action-oriented responses to maintenance requests. Lingering leaks, broken appliances, or chirping fire alarms all leave tenants feeling powerless and frustrated. Every maintenance request that goes ignored feels like an insult. As a landlord, having a rock-solid protocol for maintenance issues with quick communication and turnaround time is important.

Quick maintenance responses don't just save your tenants from discomfort. You can prevent severe electrical or water-related damage to your property by addressing broken appliances or leaks. Being unresponsive to maintenance calls could cause you to miss the window of opportunity to handle emergency water removal promptly.

2. Solicit Feedback

One of the best ways to improve tenant relations in apartment buildings is to determine their current state. Are your tenants satisfied? Where do you have room for improvement? Consider putting out an annual survey to get feedback.

A simple survey can ask tenants to rate satisfaction levels on a scale of one to 10. Categories can include amenities, maintenance, landlord communication, and tidiness of the complex. You can also ask how likely they are to renew their lease or recommend the apartment complex to a friend.

3. Be Reachable

In an era of instant communication, having an unreachable landlord is frustrating. Being accessible using a variety of communication modes is important. Consider opening the lines of communication with the following:

• Email address specifically for tenant inquiries.
•  Dedicated phone line for emergencies and urgent matters that can receive both calls and text messages.
• Office hours that allow tenants to schedule meetings to discuss concerns or issues.

When managing a larger complex, a property management software system that allows you to keep inquiries organized can be essential! Popular programs essentially allow you to create queued "tickets" for maintenance, issues, and other concerns.

4. Let Them Know How You're Keeping Them Safe

Safety is valued more than ever. Add value to your apartment complex by implementing gated entry, security cameras, or security guards that give tenants peace of mind. When safety-related incidents occur at your complex, consider hosting "town hall" meetings that allow people to voice their concerns and offer suggestions.

5. Offer a Crisp Lease Agreement

Clunky, vague lease agreements sour landlord and tenant relations from the start. While self-protection is a major aspect of your lease agreement, you also want to ensure that the document offers clarity and peace of mind for both parties. Be sure to plainly state the rights and responsibilities of both parties. Be sure to include policies and protocols for:

• Security deposit.
•  Lease term.
• Rent amount and due date.
• Policies for repairs and maintenance.
• Pets.
• Parking space.
• Subletting.
• Breaking leases.
• Late payments.
• Maximum unit occupancy.
•  Lease termination.
•  Additional fees for lease violation.

Don't leave your tenants wondering what they really just signed. Go over the lease agreement with them in person to clarify any questions they may have. Your policy of transparency will start tenants off with positive perceptions.

6. Offer Flexible Lease Terms

Flexibility is one of the biggest draws for renters. Whether they are saving up for a down payment for a home of their own or picking up a job contract from out of state, renters don't always know how long they will need to stay. Offering month-to-month or half-year leases is a great way to make your complex desirable. You can also go in the other direction with flexibility.

Some renters actually want to be able to plant some semi-permanent roots because they like the stability a long-term rental provides. By offering two-year leases that lock in current rental rates, you can give those renters what they want while also ensuring that you won't have to deal with a vacancy for at least 24 months.

7. Don't Act Like You Own the Place

While local laws may give you the right to enter a tenant's apartment, being invasive should never be part of your policy. Nobody wants a landlord to storm in for no reason. Respect privacy concerns by respecting a tenant's space unless an emergency situation requires you to lawfully enter an occupied apartment. Always get confirmation if you need to access an apartment for maintenance or repairs. While a tenant may have requested maintenance in their unit, it still feels nice to know when that knock on the door will come instead of being caught by surprise.

8. Have Clear Parking Policies

Don't let the parking situation at your apartment complex feel like the Wild West. If possible, assigned parking is preferred. It's also helpful to have signs directing guests on where to park to avoid having guests constantly parking in designated tenant parking.

9. Provide Perks

A little customer service goes a long way at apartment complexes. As a landlord, you actually have the power to shape the lifestyle at your complex. Imagine how tenants would feel if complimentary coffee was offered in the lobby every morning. What about muffins and scones on Saturday mornings? Offering these little perks creates a concierge lifestyle for very little cost to you. These types of perks can also drum up a sense of community by inspiring tenants to spend a little extra time in the lobby or other communal space.

10. Start With a Welcome Gift

Make a great first impression by leaving a welcome gift waiting for each new tenant. Consider a fruit basket, door mat, or gift card to a local coffee shop to let them know that you're happy they chose your apartment complex. Your tenants will always remember how you made them feel appreciated on that first day they called your property home!

Final Thoughts on Ways to Improve Tenant Relations in Apartment Buildings

These 10 little things can all add up to a positive tenant experience! Of course, it can sometimes take just one negative impression to leave tenants with a bad feeling. If your complex has any common spaces or units needing remediation from water damage, fire damage, or mold, your tenants won't feel comfortable. Let SERVPRO of Arcadia bring our 30 years of expertise to a job of any size! Contact us today to get the issue taken care of quickly.