Everyone handles conflict a little bit differently. Some people dive right in, ready to defend themselves and even attack if necessary. Others shy away from conflict, wishing for anything other than a confrontation. Most of us fall somewhere in between those two extremes.
Whatever your style when it comes to conflict resolution and dispute management, there has to be some nuance to how you approach situations that are uncomfortable between you and your tenant or even two of your tenants. Strategies are required so that you can handle problems gracefully and with aplomb. No one wants a hollering landlord or a property owner who is angry all the time.
Remaining approachable and accessible is a big part of providing exceptional customer service. Showing that you’re willing to respond to problems and address concerns is a big deal to tenants, who may assume you’re not going to care about their experience.
Show them that you do care. Listen. Respond. Never escalate.
Disputes between tenants, landlords, and even property managers can be unpleasant, but they don’t have to completely upend your rental experience. Effective conflict resolution strategies are essential to maintaining a harmonious rental environment and ensuring tenant satisfaction.
Effective conflict resolution not only helps maintain a peaceful living environment but also contributes to tenant retention and reduces legal risks. By addressing disputes promptly and fairly, property managers can build trust and demonstrate their commitment to both tenants and property owners.
At Bell Properties, we’ve managed our share of disputes and conflicts. As California property manager, it sort of comes with the territory. Here are the things Bell Properties can tell you about what you’re likely to hear from tenants, and how you can best handle the problems calmly and professionally.
Common Property Management Disputes
Understanding the common causes of disputes can help landlords and rental property owners prepare and develop effective strategies for resolution. Here are some of the most common issues Bell Properties encounters while leasing, managing, and maintaining rental properties:
Maintenance and Repairs Taking Too Long
One of the most frequent sources of disputes in property management involves maintenance and repairs. Tenants may feel that requests for repairs are being ignored or that they are taking too long to be resolved. You can help yourself by having a clear maintenance process in place. Make sure your tenants know how to request a repair. For most of us in the property management field, we like to have emergencies reported by phone, and as soon as possible. For routine repairs, we prefer to get those in writing so we have a documented trail of what went wrong and the property and when. You can also document the action you took. If a tenant is complaining that they requested a repair weeks ago, but it only came in through email two days earlier, you’ll have that electronic time stamp to push back against their accusation.
As a property owner, you might also find yourself engaged in maintenance disputes with your vendor or service provider. Maybe you find the quality of work performed to be below standards. Maybe the same repair is needed a few days later, leading you to believe that the problem was not fixed the first time. Again, document everything. Ask your vendors to stand by their work. Make sure you’re partnering with licensed and insured professionals who can be trusted to do high quality work.
Rent and Payment Issues
No one ever argues about money, right? Wrong. Disagreements over rent, including payment deadlines, increases, and security deposit deductions, are very common. Clear communication regarding lease terms and rent collection policies can prevent misunderstandings. Before your tenant moves in, when they are signing the lease agreement, walk through the requirements around rent payments. Let them know when rent is due, how much is due, how it should be paid, and whether there are any grace periods. Share the consequences around late rent, up to and including eviction. Bell Properties can tell you that providing multiple payment options can make the process more convenient for tenants. It can also increase the likelihood that rent will be paid on time.
Security deposit deductions are often a problem because tenants are almost always expecting to get their full amount back. If you’ve made deductions, be prepared to defend them. You’ll need to have a clear move-in and move-out inspection report to show that there was clear damage done to the property that goes beyond wear and tear. Make sure you’re following all laws around security deposits, including the limit on what you can collect and the 21 days that you have to return the deposit after the tenant moves out. You’re required to offer a pre-movement inspection. Hopefully, the tenant will request one. This may seem tedious to you, but it will reduce the chance of conflict over the security deposit because you’ll be able to have a conversation about where potential deductions are.
Noise Complaints
Noise complaints are another frequent issue in shared living environments. Whether it's loud music, parties, or everyday activities, excessive noise can lead to friction between tenants. Property managers will establish and enforce noise policies and mediate disputes when necessary to maintain peace.
Your lease agreement will be your best tool when conflicts arise between tenants, and you’re expected to get involved and resolve them. If there’s a quiet hours policy in your lease, hold tenants accountable to it.
Lease Agreement Violations
Conflicts can easily arise around violations of your lease agreement. You might find yourself dealing with unauthorized pets, subletting, or misuse of your property. A tenant may decide to paint the walls or remove an appliance. This is frustrating and can even lead you to greater liability. Make sure that all tenants are fully aware of the lease terms. Address any violations right away and in writing. Always have documentation. And make sure your tenants understand the consequences of not coming into compliance. Regular maintenance walk-throughs and open lines of communication are also crucial.
Personality Conflicts
Sometimes, it’s just a people thing. Disputes can arise simply from personality conflicts between tenants or between landlords and tenants. While these may not be related to any specific lease terms, they can still disrupt the rental experience. Property managers can help by facilitating mediation sessions when two tenants are in conflict. In a multi-family property especially, promoting a community culture of respect and understanding can prevent disputes and personality conflicts.
By recognizing these common dispute areas, you can proactively implement policies and communication strategies to address and resolve conflicts swiftly and effectively. If any of these seem like too much for you to manage on your own, we strongly encourage you to partner with a California property management partner.
Key Conflict Resolution Strategies
Knowing where and how conflicts are likely to rise up can be helpful in preparing, but what do you do when you find yourself in the middle of the heat? We have some strategies you may want to consider.
1. Active Listening
One of the most crucial skills in conflict resolution is active listening. This involves:
Giving Full Attention. Make sure to listen without interrupting, showing empathy and understanding to all tenants involved.
Clarifying and Summarizing. Repeat back what you’ve heard to ensure you’ve understood the concerns accurately.
Nonverbal Communication. Use body language that shows you are engaged and concerned. Don’t be busy with other things while your tenant is talking to you. Lean in, make eye contact, and be open.
2. Establish Clear Communication Channels
Ensure that tenants know how to reach you with their concerns. You can keep communication open and transparent with:
Regular Updates. Keep open lines of communication through emails, newsletters, or private social media groups.
Accessible Contact Information. Provide multiple ways for tenants to contact you, such as phone, email, or an online portal. Make sure you have your tenant’s most recent contact information, too.
3. Set Clear Policies and Expectations
Prevent disputes before they happen by
Creating Comprehensive Lease Agreements. Clearly outline rules and responsibilities in your lease and discuss your expectations with tenants ahead of the tenancy.
Regularly Reviewing Policies. Make sure your tenants are aware of any updates or changes.
4. Mediation and Negotiation
When conflicts do arise, stay neutral. Approach the situation without bias, even if you’re immediately activated into an emotional response. Seek compromise when you can. A win-win solution where both parties feel heard and respected is always the best-case scenario. Sometimes, involving a neutral third party can help resolve disputes more effectively.
5. Document Everything
Keep detailed records of all communications and agreements. This can help avoid misunderstandings and it can also provide evidence if disputes escalate to legal action.
6. Offer Solutions and Follow-Up
Once a resolution is reached, you want to implement the agreed-upon solution right away. This shows you’re committed to resolving the issue. You also want to check in with anyone involved in the dispute to ensure the solution is working. It’s also an opportunity to address any further concerns they might have.
By incorporating these conflict resolution strategies into your property management practices, you can handle disputes gracefully and maintain a positive rental experience for your tenants.
Effective conflict resolution does not come naturally to everyone. If you’d like some help, please contact us at Bell Properties for all your California property management needs.
