June 29, 2022
If you’re a landlord, you’ll know how important it is to make sure your tenants are happy.
You can preempt any problems that might come up, and while you can’t completely safeguard against the hassle of a burst pipe or electrical problem, there’s a good chance that you can get ahead of it with some fair warning.
Of course, it’s also crucial to get the balance right, especially if you’re self managing the property. You want the tenant to know that you’re there if there’s a problem, but equally you want your tenant to be confident sorting smaller issues like changing a lightbulb.
As a property professional with almost two decades of experience, I’ve seen the evidence that going the extra mile for your tenants really does pay off, so I thought I’d share some of my best tips for keeping tenants happy.
Especially if you’re new to property investment and being a landlord, you might find the following advice helpful.
1. Welcome new tenants to the property
When you’re a tenant moving into a new home, there’s a lot to think about. Moving house is stressful and, if you have the time, it’s good to offer a friendly word of welcome.
Not only is it a nice gesture, but it also serves a practical purpose. By literally or metaphorically walking your tenants round the property you can personally introduce them not just to their new home but the neighbourhood in general.
Some landlords put together a welcome pack so their tenants don’t just know where to shut the water off if the plumber comes, but they also get the inside track on who their neighbours are and the local amenities.
2. Be aware of ‘quiet enjoyment’
You may not have heard of this (kinda odd-sounding) term, but in Scotland it just means giving your tenant space and peace to enjoy their home. While this may sound like common sense, it’s written into the lease just to make sure.
Clearly, while the property is your investment it’s also a place where your tenant deserves to feel safe and secure, with the understanding that there are clear boundaries in place between them and their landlord.
3. Make sure all the paperwork is understood
This doesn’t just protect you and the tenant from a legal point of view, it’s also an important time to go over all the points stated in the lease and ensure the tenant understands their obligations, and yours, before signing the lease.
Of course, this all takes time but I do think it’s worth it for the peace of mind of you and the tenant. Better to clarify a point at the time than to deal with the consequences of confusion later on.
4. Check all repairs are carried out promptly
Whether it’s a faulty light fitting or something more major, you don’t want to put off tomorrow what you can do today. When it comes to maintenance, proactive is always better than reactive.
If you are self-managing the property, make sure you return calls and messages promptly. Even if you can’t sort the problem or find a contractor right away, your tenant will see that you’re aware of the problem and will be reassured.
5. Keep up to date with maintenance
Quite a few people think that maintenance and repairs are the same thing, but knowing the difference between them is key. In a nutshell, maintenance can help prevent repairs, and while it won’t eliminate them entirely, can at least minimise them.
Next time you’re doing an inspection of the flat, make it clear that questions are welcome. Take the opportunity to clarify things like timescales for repairs, and set out where their, and your, responsibilities begin and end.
Look really carefully at all the areas that may be easy to miss – the grouting around the bath needing renewed, or any signs of damp in the walls.
If you consider the hassle your tenant has to go through when something does go wrong, it’s really worth saving them, and you, that trouble wherever possible.
6. Always give adequate notice before a visit or inspection.
This is something that really shouldn’t need to be emphasised, but sadly I still hear about tenants being unhappy that the landlord or agent has just let themselves into the property without warning. It may be a property but it’s their home, and that’s key.
That tenant may not own the property but they absolutely have the right to privacy as stated in the lease, so make sure you communicate well with your tenants around inspection visits or contractors needing to gain access.
If none of the above particularly appeal to you, you could always…
7. Consider using a letting agent
Not everyone has the time to self-manage their property, and that’s absolutely fine. It’s better to know your limits and recognise that sometimes stretching yourself too thin isn’t the best option for you or your tenants.
If you’d like the comfort of knowing that someone is there for your tenant if their property floods in the early hours or they get locked out and need a key urgently, then it frees you up to get on with all the other important things you have to deal with.
In the end, you’re really paying for peace of mind, and if that means that you get some respite from a never-ending to-do list, then I’d say it’s worth it for that alone!
Advice from the property pros
If I had to summarise all of the above in one sentence it would be: ‘always adhere to the tenancy agreement’. This is why, when it comes to my best tips for keeping tenants happy, sitting down and going through the tenancy agreement is really worth the time.
That doesn’t stop you from going the extra mile if you want to. This can mean a willingness to consider the tenant getting a pet, or a request to decorate the property to make the tenant feel it’s more like their home.
For repairs, a good rule of thumb is to ask yourself: ‘would I get a contractor out to fix this issue?’ If the answer is ‘no’ for a loose doorknob, the tenant can probably fix it themselves. This way they can feel empowered and capable in their home.
In my experience the best landlord/tenant relationships all have the same things in common; clear communication, mutual respect and a shared acknowledgement of responsibilities.
In summary…
Thanks for stopping by, and I hope this blog has been helpful when providing the best tips for keeping tenants happy.
I’d like to think we all want happy tenants; it’s kind of important. Not only because we care, but also because a happy tenant is more likely to continue to pay their rent on time, look after the property, and be mindful of their neighbours. Everyone’s happy!
The above tips should help keep you right, and where in doubt, always check the tenancy agreement!
Got a question about keeping tenants happy? Let me know in the comments – or get in touch with us for advice on buying or selling tenanted property. We’re always happy to help!
Written by Chris Wood, MD & Founder of Portolio
Get in touch on 07812 164 842 or email [email protected]
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