The Big Question: Do you have a process for handling tenant complaints?

As a landlord, dealing with complaints is part of the job. We all know how important it is to deal with issues promptly and professionally, which is why we want to hear more about your complaints procedures for our latest Big Question feature in NRLA members' magazine Property.

Do you have a clear complaints process that you share with tenants at the start of the tenancy, or do you deal with complaints on an ad hoc basis?

Repairs and maintenance account for the largest source of complaints across the board, so what processes do you have in place? Is there a 24/7 number available for tenants to call in an emergency? And is there an emergency contact for when you are unavailable or on holiday? Maybe your letting agent takes care of these issues for you?

It is vital issues are dealt with as quickly as possible, so do you have a set timescale you commit to working to? And how does it work? Do you have a team of tradespeople on call, or do you take on the work yourself.

Of course complaints are not always to do with the condition of the property, and could cover anything from anti-social behaviour and nuisance neighbours to rent increases and rodents. 

We want to hear about your experiences when it comes to getting it sorted as quickly and effectively as possible.

Get involved

If you are interested in contributing, please email [email protected] or have your say by clicking the button below. To use your comments we will need a short quote outlining your opinions or experiences and a small head and shoulders photograph for use in the magazine, with the answers to be revealed in the next edition of Property magazine.