For businesses such as apartment rentals, condominiums, subdivisions, or even house and lots rentals, the property managers are responsible in ensuring the safety and security of each and every resident. Resident’s concern/s should be taken seriously and immediately before these concerns turn into complaints.
Just like any other complaints, like customer complaints, guest complaints, etc., resident complaints are also negative feedback that could be used for improvement of the business’ services. How HR can best handle employee complaints in a corporate setting is by following due process and addressing each one appropriately.
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How To Manage Resident Complaints
Resident complaints must be given appropriate attention, and must be managed or controlled in order to avoid complainants with the same concerns and complaints. These resident complaints are managed by the following:
- List or document the complaint/s. It is better that you or the complainant use a Residential Complaint Form to have a more detailed information. All necessary fields are written and all you have to do is to fill in the form.
- Listen to the complaint/s. Communicate with the renters about the concern/s that turned into a complaint.
- Have a system in addressing each complaint/s made by the resident/s. It is best that they know who to talk to that could help them solve or resolve the issue.
You can also use these guidelines and adjust them accordingly when handling other types for forms such as customer complaint forms, insurance complaint forms, employee complaint forms, etc.
Responding To a Resident Complaint
In responding to a resident complaint, you have to understand the nature of the complaint first. Even if it is just a small complaint, you have to let the residents feel that you value them. They should also see that you are taking action/s of their complaints. Indeed, complaints could be time consuming and these makes you disappointed knowing that some residents are unhappy with the services you offered them.
But these complaints are actually one of the ways to build your business even stronger and longer. Since you will be aware about what residents does not want.
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Top Tips When Filing a Complaint
When there seems to be a problem regarding your stay at a residence, and you demand for an immediate action, you have the right to complain. As long as you believe that you are being reasonable enough to make such complaint.
The following are some of the possible causes of complaints filed by a resident:
- Rental rates are not reasonable
- Maintenance of houses includes the flooring, ceiling, lighting, etc.
- Quality of parking or parking availability
- Concerns regarding safety and security
- Pets unleashed or unmanaged pets’ waste removal
- Noises made by neighbors (that affects the other residents too)
- Quality of response to maintenance requests
There are numerous reasons that could make a resident file for complaints, and listed above are just some of it. Now, in filing a complaint, here’s a list of tips for you (as a resident) to take note in order for your complaint to be taken into action:
- Make sure that your rental fees are paid on time with the exact amount.
- Make sure that you have understood the terms and conditions.
- Document your complaints or details of it and the responds that you get from the property manager.
- Be patient and wait for the response.
- Be persistent, reasonable, polite and firm even if you were not given an immediate response, do not give up. You have to make sure that the manager responds and does not ignore your complaints.
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