Managing conflict is part of managing an Indianapolis rental property. Even a perfect tenant in a perfect rental home will find some issue or problem or concern that needs resolving. There are so many opportunities for disputes and misunderstandings. They key is in preventing them whenever you can. And, when they do show up, resolve them quickly and with minimal fuss. You don’t want to escalate a situation. You don’t want to lose a tenant.
How can you make sure that you’re providing a smooth, peaceful, and easy rental experience free of conflicts and disputes?
As expert Indianapolis property managers, we understand the importance of conflict resolution and we invest in positive tenant relationships so that we can minimize any potential disputes and misunderstandings. We also know that communication is an important part of avoiding and diffusing potentially tricky situations.
Because rental property owners and tenants are often asking us how to handle a situation that seems to be going sideways, we decided to put together a list of techniques and tips that can help you resolve conflicts and return to a pleasant and profitable rental experience.
Let’s take a look at how we do this.
Communication Before, During, and After a Conflict
Communication is important to both landlords and tenants. You need it when things are going well and you need it when things are going not-so-well.
As property managers, we prioritize communication with tenants so that there are minimal misunderstandings and disagreements. We ensure that we’re available and accessible whenever a tenant needs to reach us because we know that avoidance only creates additional conflict.
We expect the same from our tenants; be willing to talk with us and don’t avoid phone calls, texts, and emails.
We’ve also discovered after years of managing properties and people that it’s important to be willing to communicate in the manner that people are most comfortable with. Some of our tenants really like talking on the phone. Some of our tenants will never answer the phone and communicate solely by text. If you want to be sure you’re resolving potential and existing conflicts with your tenants proactively, be responsive in a way that makes them most comfortable and willing to communicate.
If you’re looking for ways to avoid conflict and establish good communication practices with your Indianapolis tenants, understand that communication with tenants should begin long before they move into your rental property. It’s essential to set the tone for the relationship right from the initial contact. This is your chance to show prospective residents what it will be like to work with you if they do move into your home, so make a positive impression.
Here’s how to establish a good foundation for communication. You will find that these strategies not only manage conflicts while you’re in the thick of them but will also help you avoid any serious problems or breakdowns from occurring.
Offer Clear Lease Agreements Everything that happens between you and your tenants should begin the lease. It should be a clear and comprehensive rental agreement that lays out all stipulations clearly to avoid misunderstandings later. Make sure your tenants understand their responsibilities in terms of rent payment, property maintenance, and the procedures for reporting issues. You want to share your expectations before the lease term even begins. Let them know how you imagine the tenancy looking, and make sure they’re aligned. Not only will this help you establish good communication practices and a solid relationship, but it will also prevent potential conflicts and disputes later. | Provide Updates and Keep Communication Open We have already mentioned this, and we’ll say it again: you have to be willing to communicate in ways that your tenants want to communicate. Create open lines for communication and cooperative energy by providing tenants with multiple ways to reach you. Provide regular updates to your residents, too, especially when something is going on at the property or in the neighborhood that might affect them. These updates might take the form of newsletters or emails. Maybe you’ll want to create a social media group that connects you to all of your tenants and your tenants to each other. This would be a good way to inform tenants about any changes or improvements to the property, building, or area. | Be Proactive and Responsive with Communication Proactive communication is always going to serve you and your tenants better than reactive communication. Get out ahead of any complaints or potential problems. If you know that the water in the neighborhood is being shut off for a city project, let your tenants know so they’re not caught off guard. Talk about maintenance schedules and make sure you respond quickly to tenant queries or complaints. This will demonstrate your commitment to a healthy landlord-tenant relationship. Don’t wait for a tenant to contact you multiple times before you respond. Show them they are a priority. |
Conflict Resolution Between Landlords and Tenants
There’s not a relationship in the books that’s without its conflicts and disputes. Whether we are talking about parents and children, siblings, neighbors, bosses and employees, friends, or even significant others - tensions can run high and conflicts can occur.
The landlord-tenant relationship is no exception.
When something goes wrong or there’s a miscommunication that leads to a conflict or a problem, the approach you take to resolution has to be sincere, fair and focused on avoiding escalation. This is critical.
Let’s take a look at some of the best techniques we can share on how to avoid and manage conflicts with your tenants.
First, Listen to Tenants and Empathize
Empathy is a buzzword that gets thrown around a lot, but it’s actually pretty important when the person renting your home comes to you with a complaint. We’re talking about their home. So, listen to your tenant’s concerns with empathy and understanding. Any problems or situations at their home can affect their sense of security and comfort. Whether it’s a broken appliance or frustration around a late fee when their rent was late, you might have tenants approaching you in a heated state. Prepare for that. And, remember that a lot of times, tenants really just want to be heard. They might be complaining about an issue that they know you have no control over. However, they want their feelings validated. Be willing to listen and show compassion. This will go a long way with your tenant relationship, and it will demonstrate that you’re a source of support for them and not a source of conflict.
Be a source of support, not conflict.
- Next, Look for an Appropriate Middle Ground
It’s in your best interest to find a quick resolution that is fair to all parties. This might involve a compromise that does not thrill you, but whatever decision is reached or agreement is come to, you want to make sure it always prioritizes the well-being of the tenant and the integrity of the property. Whether you’re involved in a conflict over a maintenance issue or two of your tenants are arguing with another tenant over noise and loud music, you want to make sure that everyone agrees to a resolution, even if it’s not a perfect scenario. Keep the dialogue open, and make sure that everyone feels like you’re treating tenants fairly and consistently.
Be consistent.
Be willing to compromise.
- Finally, Document Everything
No Indianapolis landlord wants a conflict to escalate into something worse than whatever that initial problem or disagreement happened to be, but you never know what’s going to happen or how angry a tenant may become. Landlords can get pretty emotional, too. We’ve seen it happen. Keep a record of all communications and resolutions. Documentation can protect both you and your tenants if any agreement comes into question. For example, if there’s a dispute around rent and when it was paid, your accounting software or ledger will support you if you find yourself in court.
Keep written and digital files.
Create an Environment of Trust and Respect
A successful landlord/tenant relationship is built upon the communication we’ve already talked about and a commitment to mutual trust and respect. If you already have a good relationship in place with your tenants, there’s less of a risk that disagreements and misunderstandings will get out of hand.
Establish some boundaries and respect those boundaries, too. You want to get along professionally with your tenants, but you don’t want to be friends. You also want to respect tenant privacy by scheduling property inspections in advance and keeping them during reasonable hours. Always follow the legal requirements for entering a tenant's space.
Common Areas of Conflict
So, where are conflicts most likely to occur when you’re renting a property out to tenants?
There are a few areas in which conflicts or disputes are especially likely.
Maintenance
If you want a better relationship and less conflict, make sure you’re maintaining your properties well. Be responsive to every repair request. This will ensure there is never a dispute around whether you repaired something in a timely manner. It will also lead to a better relationship with your tenant and a more satisfactory rental experience. A well-cared-for property reflects your respect for the tenant and encourages them to treat the home well in return.
It also increases tenant retention. Tenants won’t stay if they don’t feel like you’re responding to their maintenance needs. They will stay when you’re fast, communicative, and willing to help.
Late Rent
As a landlord, you’re going to get frustrated quickly when a tenant doesn’t pay rent on time.
Make sure you have a process in place that’s consistent, non-combative, and designed not necessarily to evict the tenant but to get them caught up with rent. That’s the ultimate goal. Charge late fees. Get in touch. Serve a notice if you have to. But, be willing to work with a tenant who is cooperative and proactive. If it’s a temporary financial setback that’s holding up the payment, put a payment arrangement in writing.
Security Deposits
At the end of a lease term, you’ll need to return your departing tenant’s security deposit, and there’s a lot of potential for conflict, here. Maybe they expect to get the entire deposit back, but you have inspected the property, and compared the condition now to the condition before they moved in, and there’s $300 or $400 worth of damage that needs to be repaired. So, you send the itemized checklist with whatever remains of the deposit. When a tenant pushes back, stay calm and show them your documentation. Review the section of the lease that deals with tenant damage and who is responsible for paying for it.
These are not all the potential areas for conflict, just some common ones. You could also have tenants arguing amongst themselves and expecting you to get involved. You could find yourself dealing with a tenant who has moved in an unapproved pit bull.
Remain professional. Document everything. Follow the lease and your existing procedures.
Difficult Tenants: What to Do
We hate it when it happens, but every now and then you’ll find yourself dealing with tenants who make your work as a landlord more difficult than it needs to be. Maybe they’ll complain about everything. Or they’ll launch themselves into conflicts and disputes with you or with neighbors. Maybe they won’t pay rent until you’ve threatened eviction, or they won’t take care of your property, or they’ll simply refuse to communicate.
You need to handle these difficult tenants with ease.
Identifying Difficult Tenants in Indianapolis
It doesn’t take you long to figure out who your troublesome tenants are. These tenants rarely improve over time. If anything, they only dig in and become more difficult. You need to be bold and take care of the problem before it gets out of control. One warning is sufficient. If you can’t get them to turn around their bad behaviors, don’t be afraid to move on to real action. We always want to try and resolve conflicts peacefully and easily. Sometimes, though, you’re stuck with someone who wants the exact opposite.
When you have to take action against bad tenants, there are some important things to remember.
Look to Your Lease First, there’s a reason your lease agreement exists. You’re abiding by it as a landlord, and you expect your residents to abide by it as tenants. This is a contractual agreement and it’s binding. | Consistency is Key You cannot deviate from the lease agreement. It doesn’t matter what your feelings are or even what you think. If the tenants violate the lease agreement, there’s a protocol that must be followed to handle the situation. | Remain Professional It isn’t always easy, especially when you feel you’ve done everything you can to help your tenant and you’re still getting a lack of cooperation and communication. |
To protect your own reputation and to protect your property, be mindful of:
Not sending text messages or emails to your tenant when you’re mad. These may come off as threatening and can be used against you in court later.
Don’t call. Leaving angry voicemails for your tenant will deliver the same problems.
Any complaints you have should be put in writing so your correspondence is documented and you’ve had time to think through what you want to say.
Enforcing your lease within the regulations of the law. You cannot change the locks or turn off the utilities or show up insisting your tenants leave. Follow the law and get professional help.
Successful landlords will remove difficult tenants when there’s no way to resolve the conflict by being strategic, intentional, and professional. You have a contract in place, and you can trust that contract to lead you toward the right actions and decisions when you’re working against difficult tenants.
Let’s Not Let It Come to That.
If We Can Prevent Eviction, We Should.
Be a resource for your tenants. Share local community information, like events or essential services, making them feel part of the community. If you’re willing to answer questions and provide information, you’ll find that the entire tenancy is more likely to be free of conflicts.
Building a positive relationship with tenants is an ongoing process. By placing a strong emphasis on proactive communication, fair and quick conflict resolution, and fostering mutual trust and respect, landlords can ensure that their relationships with their tenants are beneficial and long-lasting.
There’s always the option of working with a professional property manager in Indianapolis. For many real estate investors, this is a better alternative than trying to set aside time for effective tenant communication. When you find you don’t have the time or the personality to manage tenant conflicts and disputes, you need to have a professional partner working on your behalf.
Property managers communicate clearly and often, setting expectations right from the start. We resolve conflicts fairly and promptly, ensuring ongoing trust. We’re also proactive and preventative with maintenance, and we work hard to establish and maintain positive and respectful tenant relationships.
Let’s talk about how we can help avoid difficult tenants and manage brewing conflicts. Contact our team at Red Door Property Management.
