How to Handle Tenant Complaints Like a Pro

Remax - Marketing
Apr 4
2 min read

As a landlord in Ontario, you’ll likely get tenant complaints from time to time. Whether it's noise, maintenance issues, or a neighbor’s pet running wild, it’s important to handle these situations swiftly and professionally. A happy tenant means longer retention, fewer vacancies, and a smoother renting experience overall.

Here’s how to deal with tenant complaints without losing your cool.

Step 1: Listen and Acknowledge the Complaint

When a tenant brings up an issue, your first reaction should always be to listen carefully. Acknowledge their concern, even if it seems small or unreasonable.

✔ Stay calm and professional—Don’t dismiss their feelings.

✔ Take notes—This will help you track recurring issues or patterns.

✔ Respond promptly—Even if you can’t resolve the issue immediately, let them know you’re addressing it.

🔹 Tip: Communication is key. Acknowledge the complaint within 24 hours. Even if the issue takes time to resolve, keeping your tenant informed goes a long way in maintaining good relations.

Step 2: Investigate the Problem Thoroughly

Before jumping to conclusions, investigate the complaint. Is the issue truly a tenant-related concern, or is it something that could be a result of building infrastructure or neighboring properties?

🔹 Check for facts:

Maintenance Issues: Inspect the unit to confirm any damages or problems.
Noise Complaints: Talk to other tenants or neighbors. Is it a one-time thing, or a pattern?
Behavior Issues: Ensure you have a clear understanding of what’s being claimed.

✔ Document everything—This helps protect you in case of legal issues or disputes down the line.

Step 3: Offer a Solution

Once you’ve investigated, provide your tenant with a clear solution to the problem. It’s crucial to offer a resolution that is fair, reasonable, and compliant with Ontario’s Residential Tenancies Act.

✔ Repairs or maintenance: Schedule fixes promptly, and communicate timelines.

✔ Noise or disturbance issues: Politely address the situation with the offending tenant or take further action if necessary.

✔ Behavioral complaints: Be firm but respectful when enforcing lease terms.

🔹 Tip: Ensure the resolution process aligns with your lease agreement and Ontario law. If the complaint involves legal action, refer to your lawyer for guidance.

Step 4: Prevent Future Complaints

Handling complaints is one thing, but preventing them in the first place is even better. Here’s how:

✔ Regular inspections: Check for maintenance issues before they become problems.

✔ Set clear expectations: Make sure tenants understand their responsibilities, such as noise levels or care for the property.

✔ Include clear clauses in the lease: For example, a clause about noise, late rent payments, or smoking policies.

🔹 Pro Tip: Proactive communication is your friend. Let tenants know how to reach you in case of future issues and encourage open dialogue.

Final Thoughts

Tenant complaints are inevitable, but how you handle them makes all the difference. By staying professional, addressing issues quickly, and preventing future problems, you can maintain a strong, positive relationship with your tenants.

A happy tenant is a long-term tenant—and that’s what every landlord wants.