So the question for the day that I have is for all you Multi-Family owners what are some of the best systems you have in place right now that allows you the least amount of headaches, not having to physically be/check in at every property and general misuse of your time from tenants who like to call about the smallest of issues?
In terms of making sure your properties haven’t burned down or being abused have your attorney write a clause in the lease agreement a “required maintenance” every so often.
You may also want to hire a PTM and require they visit the property via required maintenance agreement clause.
You may also want to consider setting up a Phone System for your tenants to call and leave a voice mail. It may reduce the nuisance calls.
You want to select a phone system that allows you to customize a menu to your liking.
- if this is an Emergency hang up and dial 911
- If you are calling about a mechanical system not working such as A/C, Dishwasher, Plumbing, and etc. Press 1
- If you calling about your account, Press 2
- And so....
Cramer, having your tenants go through a call menu will force them to leave a voicemail and a will time stamp the call. This is the part that may help with reduce the nuisance calls that don’t really lead to a service call. It will also allow you to call back and it will time stamp your call back.
I hope this helps. Best of luck!
I frequent the city of Chicago. I’ll be heading that way in a month. Perhaps we can meet up?
All the best!
I live a few miles from my buildings, which themselves are next to one another, so I am around there.
I welcome messages from my tenants reporting issues. All big issues start out as little issues...
I never answer my phone unless it is a returned call. I do not allow myself to be snipered or surprised.
I use paper... I document everything, it takes less than a couple minutes to type up how a real issue was addressed or if the soon-to-be former tenant was just messing with me I type it into a notice to cease/quit.
I renovate on vacancy. The inherited tenants learned this immediately and it strike a respectful fear that complaining about "not having the nicest" may backfire. But I am also very attentive to their concerns/issues and I have beautified the property and added parking since taking over from a "professional" landlord who sucked a fortune out of the property.
If I had a tenant who is complaining unnecessarily then I would look to terminate their tenancy ASAP. Been there done that- there is a better tenant waiting in the wings.
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