Help me! I have a problem tenant.

[Jason K.]

Hello everyone,

I’m seeking advice regarding a current tenant issue. I’ve been deliberating over this for some time and would appreciate your opinions and potential solutions.

I own a duplex with two fully remodeled and renovated units, both occupying tenants on a twelve-month lease. The property is in an A/B class area, and both sides are in excellent condition. 

The tenant in one side has been increasingly problematic. They regularly contact us via a rental phone number—over 100 messages in nine months—covering a wide range of topics, from neighbor concerns (not relevant) to minor issues (my GFI poped). Many messages are lengthy, vague, and often irrelevant, stating things like, “I noticed this” or “I expected that.” Fortunately, any genuine maintenance issues are typically resolved within 24-48 hours. To give perspective, the other tenant has contacted us only once during this period. 

Despite instructing the tenant to use our maintenance portal for actual issues—which they’ve repeatedly ignored—they continue to send numerous texts. 

The tenant is punctual with rent payments and maintains a clean, orderly unit. They are nearing the end of their lease term, and I am leaning toward issuing a non-renewal notice, as I believe it’s best to part ways and renew the other side’s lease. If I proceed with this, I plan to offer a new lease to the other tenant (on the other side). 

Alternatively, I have considered raising the rent and converting their lease to a month-to-month arrangement. However, I’m concerned that their behavior could worsen, with increased, possibly disruptive communication. I worry they might also claim retaliation if we issue the non-renewal notice, potentially pursuing legal action considering we renew the other tenant (both leases are expiring the same month)

I have been managing units myself for years, handling all communications professionally and keeping thorough documentation. I prefer to avoid involving a property management company. 

Given this situation, what approach would you recommend? Would you proceed with a non-renewal, adjust the lease terms, or consider another strategy? I value your insights.

Thank you!

[Drew Sygit]

@Jason K. why have you let this tenant train you, instead of you training them?

You state you've given instructions to use your maintenance portal, but these are being ignored. Is this requirement represented in your lease? Our lease states all nonemergency maintenance requests must be submitted in writing via our portal or emailed to our maintenance team, else they will be ignored. We also define an emergency as something that will immediately cause an occupant bodily harm or damage to the property. 

FYI: despite all this, tenants routinely try to call or text us requests, which we respond to the first 3 times that they must follow our requirements or we will not acknowledge their request. After those 3 times, we don't even respond.

Most of our tenants figure out they won't get our attention unless they follow our communication requirements. Suggest you do the same with this & future tenants.