How To Handle Tenant Complaints About Unsafe Living Conditions
As a landlord, there’s nothing worse than dealing with complaints about unsafe living conditions. Whether it’s mold, faulty wiring, or a broken heater, you’re on the hook because tenants have the right to a safe, habitable home. Ignoring or mishandling these claims will increase turnover and can damage your long-term profits.
It’s crucial to respond fast to these claims to protect both your tenants and your investment.
Understand your legal obligations
Before responding to a complaint, you need to know your legal responsibilities. Almost every state requires landlords to provide housing that meets basic safety and health standards. That means hot water, working plumbing, safe electricity, and structural integrity.
Individual cities and counties usually have stricter requirements that mandate smoke detectors, pest control, and other things that impact habitability. Failure to address unsafe conditions can lead to fines and lawsuits. In some states, tenants can withhold rent until the repairs are made. In others, tenants can make the repair themselves and deduct it from the rent.
Habitability laws can be complex, and that’s why investors hire property managers. For example, Green Residential, a property management company in Houston, ensures that all rental properties are up to code and meet state and local habitability requirements. Courts don’t care if you made an innocent mistake, and that’s why hiring a pro is the best way to avoid a lawsuit.
Respond promptly to complaints
Tenants need to see that you’re taking their concerns seriously, even before you make the repair. Acknowledge the issue immediately by responding within 24-48 hours max. A fast acknowledgment builds trust.
Even if you can’t get a contractor out right away, give your tenants a realistic timeline for resolution. As long as you’re getting it done they’ll be more understanding. However, if it’s a serious emergency – like a broken heater in winter or busted plumbing – it needs to be handled within 24 hours. If there’s an emergency repair service available, you’ll need to contract those services rather than scheduling a regular appointment.
Offer temporary solutions
Offer your tenants an appropriate solution while they wait for repairs. For example, if the central heat stops working, provide them with space heaters until it’s fixed. For water issues, bring them 5-gallon jugs of water for drinking and washing dishes. If the plumbing is completely non-functional, put them up in a hotel.
Safety issues should be addressed differently than inconveniences. For example, you don’t need to put them up in a hotel if you can bring them potable water, but if there’s a dangerous situation (like mold or structural problems), a hotel is the right option.
Provide updates
Open communication will prevent misunderstandings and keep relationships positive. Walk tenants through the steps you’re taking and why the repairs might take time. Even if there’s no progress, provide updates at least weekly so your tenant doesn’t think you’ve abandoned the issue. And most importantly, listen without being defensive. Tenants who feel heard are less likely to escalate their complaints to a lawsuit.
Document everything
Keep clear records of everything relating to the complaint. Document when and how you were informed of the issue, the time and date you inspected the problem, and all the steps you took after. If your tenant decides to sue you, your documentation will be your defense. You won’t necessarily get in legal trouble for uninhabitable conditions unless you chose not to fix the problem. So make sure you can show a clear paper trail of repairs, including a final inspection from the city if appropriate.
But don’t just gather invoices. Document everything with photos. Take pictures of the problem before you fix it and take photos after the repair has been completed. This will prove that you acted in good faith and will prevent your tenant from claiming the problem wasn’t really solved.
Hire only licensed contractors
When a tenant claims unsafe or uninhabitable conditions, don’t perform DIY repairs, even if it’s second nature for you. You’ll need to be able to prove it was professionally handled. And if you cut corners or the problem ends up being beyond your comfort zone, it can make things worse.
Always hire professional, licensed contractors for electrical, plumbing, and HVAC work. Then schedule regular inspections moving forward so you can catch issues before tenants ever have to complain.
Respond fast and take complaints seriously
Never brush aside complaints about safety and habitability. Be proactive and investigate all complaints. Don’t hesitate to fix the problem and provide temporary solutions when appropriate. By prioritizing your tenants’ health and safety, you can avoid costly lawsuits and keep your tenants long-term.
