How to Address Resident Pet Peeves

As a residential property owner or manager, you likely understand the basics of keeping your properties running smoothly: Making sure the appliance and utilities are functioning properly, and your property is clean and safe for your residents.

But what else do you need to have eyes on? Retaining residents goes beyond the expected responsibilities. Often there are the responsibilities that fall between the cracks that make or break a renter’s decision to renew their lease.

Here are eight pet peeves common to renters, and how to make sure you avoid them moving forward.

No updating or maintaining common areas. Is your foyer dirty? Is there a snow shovel there in July? Are there old newspapers and fliers strewn about? What about the laundry room? Is it dirty? Has the trash been taken out? Are the locks and lighting in common areas functional?

These may seem like minor quirks, but the reality is that these are the things your residents notice every day. If the same piece of garbage is at the front door for weeks or months, or the front door doesn’t properly close, it will stick with them. Make sure all common areas are maintained on a schedule to ensure they are clean and functional.

Broken HVAC systems. The last thing you want is your air conditioning to break down during peak summer months. Or the heating system dying when temperatures are dropping.

Make sure your HVAC system is regularly checked. Preventative maintenance is key – have your technician forecast its life cycle so you can repair or replace accordingly to reduce the risk of an unexpected breakdown.

Delayed repair and maintenance requests. Residents don’t like waiting when something needs fixed or replaced in their unit. Worse, they don’t want to be told a time when a technician will solve the problem only to have no one show up – or to show up when they least expect a knock on the door.

Your technician scheduling needs to be accurate, and your technicians need accountability. A centralized platform is key. That way you gain full visibility into their movement; your technicians have all the information they need to show up on time, and they know exactly what the job entails to reduce return visits.

Inattentive exterior maintenance. Are you waiting a day or more after a snowstorm to clear the sidewalk and parking lot? What about rainstorms that may flood a basement or leave tree limbs and debris on your property? The longer you wait to respond to weather events the more you risk the health and safety of your residents. If they can’t get their car out because you haven’t cleared snow, flooding destroys their storage unit, or they slip and fall on ice that hasn’t been broken, you’ll be the one they blame.

Invest in strategic maintenance by signing contracts with vendors months before harsh weather months. This way you’ll be first in line when you need them, not the last.

Noise and offensive odors. A person’s home is their sanctuary. Noise, cigarette or marijuana smoke, and rotting food smells can disrupt that. For noise, make sure you have established strict community quiet hours in your lease. Don’t let your residents confront other residents – make it clear how that’s the role of your property manager. For smells, enforce a no smoking rule on your property through signs and in your lease, and make sure your HVAC system is well maintained to support healthy ventilation.

Poor Wi-Fi. Strong online access is now needed for phones, computers, tablets, watches, televisions, and other devices that regulate how people work and play at home. Fast connectivity is essential, and without it you risk alienating your residents. Invest in a high-speed internet service and make sure you have routers in areas of your property where people are likely to roam. You don’t want dead spots! Keeping people connected where and when they want to connect is essential to keeping residents happy.

Dog poop. If you allow dogs on your property you’re going to have to deal with dog poop. And as much as you’ll have residents who are mindful of picking up after their furry friend does their business, you’re also likely have residents who are negligent.

Make sure your maintenance person picks up abandoned poop piles. But past that, make sure your trash bins are cleared regularly to avoid the inevitable smell of excrement. Post signs on your property reminding people of their responsibility. And establish fines in your lease for people who are in violation.

Not enforcing parking rules. If your property includes assigned parking, make sure people take it seriously. You can’t have visitors parking in assigned spots of other residents, or people parking in a spot that isn’t their own.

Partner with a local towing operator and post their signs throughout your parking area. Let residents know they should call your property manager for parking violations – and that you are serious about escalating the violation by calling for a tow truck.

Let Lessen Help
Lessen’s solutions helps you stay in control of your property by providing clear insight into your assets, streamlining vendor communication, and ensuring resident satisfaction every step of the way. Let’s talk!

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