Keeping calm when the WiFi’s down or someone steals someone else’s tofu.
Tenant complaints: they come in fast, random, and occasionally in ALL CAPS. From missing WiFi to mysteriously disappearing tofu in the fridge, being a landlord or property manager means wearing many hats—just try not to let “emotional support human” be one of them.
Here’s how to handle complaints with grace, professionalism, and just enough distance to protect your peace.
📞 1. Don’t React—Respond
When emotions run high (read: “WHY IS THERE A SOCK IN THE MICROWAVE AGAIN”), your job is to stay calm.
- Acknowledge quickly: “Thanks for flagging this—I’m looking into it now.”
- Don’t take it personally (even if the complaint is sent at 3am).
- Stay factual: focus on what happened, not how they feel about it.
🧠 2. Categorize the Crisis
Not all complaints are created equal.
- Urgent: No water, no electricity, aircon dies mid-heatwave
- Annoying but minor: Noisy neighbors, flickering lights
- Personal drama: Shared fridge etiquette, someone used the "good soy sauce"
Treat each appropriately, but don’t let tofu theft derail your day.
🛠 3. Build a System
Your sanity depends on it.
- Use a simple ticketing or complaint log (even a shared Google Sheet works)
- Respond within 24 hours—even if it’s just to say you're working on it
- Set clear timelines and updates to avoid follow-up rants
Bonus: It makes you look super professional and keeps records in case things escalate.
✉️ 4. Sample Calm-but-Firm Response
Hi [Tenant Name],
Thanks for raising this. I understand it’s frustrating and I’m here to help. I’ve [scheduled a repair / contacted the other tenant / notified the relevant party] and will update you by [time/date].
Appreciate your patience while we sort this out. Feel free to reach out with any questions.
🧩 5. Set Boundaries Early
You’re a manager—not a mediator for fridge drama.
- Include a “house rules” or shared space etiquette guide in the lease
- Use signage in shared areas to reinforce expectations (nicely!)
- For co-living units, encourage tenants to settle personal disputes respectfully—or escalate only when necessary
Be calm, be clear, be consistent.
Handling tenant complaints like a pro isn’t about solving every problem—it’s about managing expectations, keeping communication open, and not losing your cool over spoiled soy milk.
👉 Need help creating your tenant communication toolkit?
CoHomes offers templates, etiquette guides, and digital tools to make tenant relations smoother
