Hey all—I help manage a few units and am a grad student working on a project around property maintenance. I've noticed that across a few of my small multifamily units, a surprising number of service requests are for stuff tenants might be able to resolve themselves: tripped breakers, loose door hinges, clogged drains, smoke alarm chirping, etc. I'm curious how others are handling this. Would really appreciate if you could share: • What % of your service requests would you say are minor/non-urgent? • Do you have any process to help tenants troubleshoot before submitting a request? • Have you ever tried a tenant guide, chatbot, or small deterrent fee for repeat calls? • Do you track service request data over time? What % of your service requests would you say are minor/non-urgent? Do you have any process to help tenants troubleshoot before submitting a request? Have you ever tried a tenant guide, chatbot, or small deterrent fee for repeat calls? Do you track service request data over time? Trying to get smarter about this— would love to learn from people who’ve been doing this longer. Appreciate any insights!

Hey Schola, I feel your pain! In my portfolio, easily 40-50% of service requests fall into that 'minor/DIY-able' category. Here's what's worked for us: • Proactive Education is Key: We created a simple, visual "DIY Guide" (with photos/videos!) handed out at move-in and posted online. It covers resetting breakers, tightening hinges, unclogging basic drains, replacing smoke alarm batteries, and resetting garbage disposals. We even gave small 'starter kits' (plunger, batteries, basic screwdriver) – surprisingly effective! • Triage Gatekeeper: Our online portal requires tenants to check boxes confirming they tried basic steps (e.g., "Did you try resetting the breaker?" or "Did you replace the smoke alarm battery?") before submitting. A quick, friendly call for repeat minor issues often clarifies if it's truly needed or just a knowledge gap. • Avoid Fees, Use Data: We steer clear of deterrent fees – they breed resentment. Instead, we absolutely track requests. Seeing patterns ("Unit 3B calls about drains monthly") lets us either train that tenant specifically or investigate if there's a bigger underlying issue. • Set Expectations Early: During move-in, we explicitly discuss what constitutes an emergency vs. a maintenance request vs. simple tenant upkeep. Clarity upfront reduces over-reporting. The goal isn't to discourage reporting, but to empower tenants and free up time/resources for real issues. Tracking helps you see if your education efforts are working! Good luck with the project!

Start treating tenants like you treat employees (not customers): if they do something wrong, the first question is: have we trained them on this? - prevention: we actually do an onboarding training on "how to operate your house". About 50% will say that don't need it and about half way through they are like "wow, I did not know this". How to shut off power/water/gas, change furnace filters, lint catchers, batteries, garbage disposal, toilets (flushable wipes are actually not flushable) etc - we emphasize to report problems and we always thank them first when they do. The last thing you want a tenant who does not water to "bother you" and let the sink drip into the cabinet for years.. - repeat issues: we pay for the first drain unclogging, but if it was because of something they put down, they pay for the second and we will let them know at the first time. - annual inspections: we do that with a contractor in tow and loaded with supplies to address most common issues from touch up paint, to downspout extensions, smoke detectors, lightbulbs etc - we try to fix the little things right there and come back for bigger things. - for some repeat issues we will send them a modest bill: $35 for labor, $50 trip charge, parts. Sometimes we waive the bill later, but just the fact they they have received one cuts down on the nuisance calls. This is our last resort, we use it very sparingly. The annual inspection also serves as a training opportunity and most of the tenants get actually better with time.

At lease renewal time, they get an extra $100/month increase on top of my normal increase. I hope they leave, but most stay. lol

Regarding your examples...the loose door hinges and smoke alarm batteries are something I check on turnover, so you can avoid that in the future by adding that to your list. I would also replace your smoke alarms with the 10-year internal batteries once your current ones are near the end of their useful life. I also provide and have tenants sign an acknowledgement of what can/can't be poured down the drains. I would bill back for a clogged drain.Tenants do not have access to electrical panels in my buildings, so resetting can be a problem. However, I've taken the time to make sure there are enough appropriately amperaged circuits to suit the needs of the size of the space. Once that is accomplished, resetting is only needed if the tenant overloads a circuit. In that case, I interview the tenant as to what appliances were in use and educate them on how to avoid excess amp draw. I even provide a circuit map in some cases so they can avoid in the future. In the rare case that someone keeps tripping breakers, my response time to reset begins to get longer and longer. Unless I am in the area on another service call, I usually wait until the following day at a minimum, anyways. Again, this is a situation they caused and is not a problem with the circuits. Not having the tenants be able to access the panels also prevents them repeatedly overloading the circuits and resetting them on their own, which could create a fire hazard down the road.Most of my units have gas-fired room furnaces for heat, and they sometimes lose their pilot light. I have made a document for each unit's heater, which includes pics, and walks through the steps on how to re-light the pilot, as well as a few common troubleshooting steps. The document also encourages them to call me if they are not comfortable doing it. This has dramatically lessened the calls for pilot re-lighting. I also check/light all the pilots during my fall inspection of each unit.I track all my service calls and rate them from 1(urgent) to 5(next time I am at the property and have time). At the end of the year, when I am looking at rent increases, if I have a tenant whom is "management intensive" in this way, I build that need of theirs into my business expense for providing service to that tenant. However, if the service calls were not of that nature, I do not use it as a factor.

The heater instructions are a PDF that I send if there is trouble. All of my docs are on Google Drive so I can send them from my phone if I am away from my desktop. The tenant communication records are an excel spreadsheet. Here are two sections of the same doc:

That depends on the contract regarding repairs and trip fees.

We’ve definitely dealt with this too. I’d say around 30–40% of our maintenance requests are small things like tripped breakers, loose hinges, slow drains, or smoke alarms beeping. A lot of it could be handled by tenants if they had a little direction. We give out a simple troubleshooting guide at move-in and follow up with it again if someone puts in a minor request. It covers the basics including resetting GFCIs, clearing a disposal, stuff like that. We also try to walk tenants through quick fixes over the phone before sending someone out. It only takes a couple of minutes and saves everyone time. Most tenants are fine with that once you explain it. That said, no matter what you do, some tenants are just going to call for every little thing, it’s part of the business. You can minimize it, but you’ll never eliminate it completely.

My PM generally walks the tenant through a few things on the phone first and asks leading questions (what were you doing when it happened, what have you tried to fix it, did you change the batteries, etc). The other option is to charge the tenants for things like that where it is something they clearly could/should do (ie change a light bulb).

How do you deal with tenants who over-report maintenance?

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How do you deal with tenants who over-report maintenance?

Schola Eburuoh

Member since 2024 · 14 posts · 5 votes

Hey all—I help manage a few units and am a grad student working on a project around property maintenance.

I've noticed that across a few of my small multifamily units, a surprising number of service requests are for stuff tenants might be able to resolve themselves: tripped breakers, loose door hinges, clogged drains, smoke alarm chirping, etc.

I'm curious how others are handling this.
Would really appreciate if you could share:

What % of your service requests would you say are minor/non-urgent?
Do you have any process to help tenants troubleshoot before submitting a request?
Have you ever tried a tenant guide, chatbot, or small deterrent fee for repeat calls?
Do you track service request data over time?

Trying to get smarter about this— would love to learn from people who’ve been doing this longer.

Appreciate any insights!

5 Reply

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Jill F.

Investor · Akron, OH · Member since 2016 · 2k+ posts · 4k+ votes

Hi @Schola Eburuoh, I would advise against charging for problem reporting. You really want tenants to report problems (without fear of reprisals).The fix for tripped breakers and gfci outlets are easy to walk tenant through on the phone If they are in an old building with limited electrical where you can't say, vacuum and microwave at the same time you have an opportunity to educate to reduce future calls. For clogged sink or shower drains we tell tenants to try draino or liquid plumber. If they say the have and we try drano and it works I might charge. I usually tell tenants the first time a plumber snakes the line it's on me the next one is on you. I tell tenants complaining of smoke alarm chirping to replace the batteries in the smoke detector. I would not consider those "over reporting" unless the continue after they've been given instructions. I'd probably give instructions with good grace a second time and the third time I would tell them that we've gone over this before and you should not call me unless the normal fix doesn't work though I've never had that happen with 78 units and almost 10 years in business. It's really been a much bigger problem that tenants ignore or don't recognize actual problems that should be reported

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Jill F.
Investor · Akron, OH · Member since 2016 · 2k+ posts · 4k+ votes
1y
Hi @Schola Eburuoh, I would advise against charging for problem reporting. You really want tenants to report problems (without fear of reprisals).The fix for tripped breakers and gfci outlets are easy to walk tenant through on the phone If they are in an old building with limited electrical where you can't say, vacuum and microwave at the same time you have an opportunity to educate to reduce future calls. For clogged sink or shower drains we tell tenants to try draino or liquid plumber. If they say the have and we try drano and it works I might charge. I usually tell tenants the first time a plumber snakes the line it's on me the next one is on you. I tell tenants complaining of smoke alarm chirping to replace the batteries in the smoke detector. I would not consider those "over reporting" unless the continue after they've been given instructions. I'd probably give instructions with good grace a second time and the third time I would tell them that we've gone over this before and you should not call me unless the normal fix doesn't work though I've never had that happen with 78 units and almost 10 years in business. It's really been a much bigger problem that tenants ignore or don't recognize actual problems that should be reported
6 Reply
- Seth McGatheyBusiness Member
  Real Estate Agent · Milwaukee WI · Member since 2024 · 321 posts · 255 votes
  1y
  @Jill F. Totally agree with your response. I would just like to emphasize your point on not discouraging people to report. I always make sure to tell them frequently to please let me know if there are any issues, something is not working, something it leaking etc. If they call me for a false alarm I might waste an hour. If they don't call when something is wrong, it could cost me thousands of dollars to resolve.
  [email protected]708-297-0996
  Seth McGathey - Shorewest Realtor4.912 Reviews
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  1 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  @Seth McGathey this is great-- sounds like the mindset shift is key. Appreciate your response and reinforcing that balance!
  0 Reply
Scott Nachitilo
Property Manager · OK · Member since 2024 · 98 posts · 74 votes
1y
Hey Schola, I feel your pain! In my portfolio, easily 40-50% of service requests fall into that 'minor/DIY-able' category. Here's what's worked for us:
1. Proactive Education is Key: We created a simple, visual "DIY Guide" (with photos/videos!) handed out at move-in and posted online. It covers resetting breakers, tightening hinges, unclogging basic drains, replacing smoke alarm batteries, and resetting garbage disposals. We even gave small 'starter kits' (plunger, batteries, basic screwdriver) – surprisingly effective!
2. Triage Gatekeeper: Our online portal requires tenants to check boxes confirming they tried basic steps (e.g., "Did you try resetting the breaker?" or "Did you replace the smoke alarm battery?") before submitting. A quick, friendly call for repeat minor issues often clarifies if it's truly needed or just a knowledge gap.
3. Avoid Fees, Use Data: We steer clear of deterrent fees – they breed resentment. Instead, we absolutely track requests. Seeing patterns ("Unit 3B calls about drains monthly") lets us either train that tenant specifically or investigate if there's a bigger underlying issue.
4. Set Expectations Early: During move-in, we explicitly discuss what constitutes an emergency vs. a maintenance request vs. simple tenant upkeep. Clarity upfront reduces over-reporting.
The goal isn't to discourage reporting, but to empower tenants and free up time/resources for real issues. Tracking helps you see if your education efforts are working!

Good luck with the project!
6 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  Quote from @Scott Nachitilo:
  
  Hey Schola, I feel your pain! In my portfolio, easily 40-50% of service requests fall into that 'minor/DIY-able' category. Here's what's worked for us:
  
  Proactive Education is Key: We created a simple, visual "DIY Guide" (with photos/videos!) handed out at move-in and posted online. It covers resetting breakers, tightening hinges, unclogging basic drains, replacing smoke alarm batteries, and resetting garbage disposals. We even gave small 'starter kits' (plunger, batteries, basic screwdriver) – surprisingly effective!
  Triage Gatekeeper: Our online portal requires tenants to check boxes confirming they tried basic steps (e.g., "Did you try resetting the breaker?" or "Did you replace the smoke alarm battery?") before submitting. A quick, friendly call for repeat minor issues often clarifies if it's truly needed or just a knowledge gap.
  Avoid Fees, Use Data: We steer clear of deterrent fees – they breed resentment. Instead, we absolutely track requests. Seeing patterns ("Unit 3B calls about drains monthly") lets us either train that tenant specifically or investigate if there's a bigger underlying issue.
  Set Expectations Early: During move-in, we explicitly discuss what constitutes an emergency vs. a maintenance request vs. simple tenant upkeep. Clarity upfront reduces over-reporting.
  
  The goal isn't to discourage reporting, but to empower tenants and free up time/resources for real issues. Tracking helps you see if your education efforts are working!
  
  Good luck with the project!
  
  @Scott Nachitilo
  Thanks so much, Scott—this is exactly the kind of insight I was hoping for!
  
  I love that your solution combines education, subtle triage, and pattern-tracking without making tenants feel penalized. That DIY starter kit is brilliant—I'm guessing even the gesture makes tenants think twice before calling?
  
  Curious: How long did it take to see a real drop in unnecessary requests after implementing the gatekeeper system?
  0 Reply
Wesley W.
Rental Property Investor · The Vampire State · Member since 2013 · 2k+ posts · 2k+ votes
1y
Quote from @Schola Eburuoh:
Hey all—I help manage a few units and am a grad student working on a project around property maintenance.

I've noticed that across a few of my small multifamily units, a surprising number of service requests are for stuff tenants might be able to resolve themselves: tripped breakers, loose door hinges, clogged drains, smoke alarm chirping, etc.

I'm curious how others are handling this.
Would really appreciate if you could share:

What % of your service requests would you say are minor/non-urgent?

Do you have any process to help tenants troubleshoot before submitting a request?

Have you ever tried a tenant guide, chatbot, or small deterrent fee for repeat calls?

Do you track service request data over time?
Regarding your examples...the loose door hinges and smoke alarm batteries are something I check on turnover, so you can avoid that in the future by adding that to your list. I would also replace your smoke alarms with the 10-year internal batteries once your current ones are near the end of their useful life. I also provide and have tenants sign an acknowledgement of what can/can't be poured down the drains. I would bill back for a clogged drain.

Tenants do not have access to electrical panels in my buildings, so resetting can be a problem. However, I've taken the time to make sure there are enough appropriately amperaged circuits to suit the needs of the size of the space. Once that is accomplished, resetting is only needed if the tenant overloads a circuit. In that case, I interview the tenant as to what appliances were in use and educate them on how to avoid excess amp draw. I even provide a circuit map in some cases so they can avoid in the future. In the rare case that someone keeps tripping breakers, my response time to reset begins to get longer and longer. Unless I am in the area on another service call, I usually wait until the following day at a minimum, anyways. Again, this is a situation they caused and is not a problem with the circuits. Not having the tenants be able to access the panels also prevents them repeatedly overloading the circuits and resetting them on their own, which could create a fire hazard down the road.

Most of my units have gas-fired room furnaces for heat, and they sometimes lose their pilot light. I have made a document for each unit's heater, which includes pics, and walks through the steps on how to re-light the pilot, as well as a few common troubleshooting steps. The document also encourages them to call me if they are not comfortable doing it. This has dramatically lessened the calls for pilot re-lighting. I also check/light all the pilots during my fall inspection of each unit.

I track all my service calls and rate them from 1(urgent) to 5(next time I am at the property and have time). At the end of the year, when I am looking at rent increases, if I have a tenant whom is "management intensive" in this way, I build that need of theirs into my business expense for providing service to that tenant. However, if the service calls were not of that nature, I do not use it as a factor.
2 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  Quote from @Wesley W.:
  
  Quote from @Schola Eburuoh:
  
  Hey all—I help manage a few units and am a grad student working on a project around property maintenance.
  
  I've noticed that across a few of my small multifamily units, a surprising number of service requests are for stuff tenants might be able to resolve themselves: tripped breakers, loose door hinges, clogged drains, smoke alarm chirping, etc.
  
  I'm curious how others are handling this.
  Would really appreciate if you could share:
  
  What % of your service requests would you say are minor/non-urgent?
  
  Do you have any process to help tenants troubleshoot before submitting a request?
  
  Have you ever tried a tenant guide, chatbot, or small deterrent fee for repeat calls?
  
  Do you track service request data over time?
  
  Regarding your examples...the loose door hinges and smoke alarm batteries are something I check on turnover, so you can avoid that in the future by adding that to your list. I would also replace your smoke alarms with the 10-year internal batteries once your current ones are near the end of their useful life. I also provide and have tenants sign an acknowledgement of what can/can't be poured down the drains. I would bill back for a clogged drain.
  
  Tenants do not have access to electrical panels in my buildings, so resetting can be a problem. However, I've taken the time to make sure there are enough appropriately amperaged circuits to suit the needs of the size of the space. Once that is accomplished, resetting is only needed if the tenant overloads a circuit. In that case, I interview the tenant as to what appliances were in use and educate them on how to avoid excess amp draw. I even provide a circuit map in some cases so they can avoid in the future. In the rare case that someone keeps tripping breakers, my response time to reset begins to get longer and longer. Unless I am in the area on another service call, I usually wait until the following day at a minimum, anyways. Again, this is a situation they caused and is not a problem with the circuits. Not having the tenants be able to access the panels also prevents them repeatedly overloading the circuits and resetting them on their own, which could create a fire hazard down the road.
  
  Most of my units have gas-fired room furnaces for heat, and they sometimes lose their pilot light. I have made a document for each unit's heater, which includes pics, and walks through the steps on how to re-light the pilot, as well as a few common troubleshooting steps. The document also encourages them to call me if they are not comfortable doing it. This has dramatically lessened the calls for pilot re-lighting. I also check/light all the pilots during my fall inspection of each unit.
  
  I track all my service calls and rate them from 1(urgent) to 5(next time I am at the property and have time). At the end of the year, when I am looking at rent increases, if I have a tenant whom is "management intensive" in this way, I build that need of theirs into my business expense for providing service to that tenant. However, if the service calls were not of that nature, I do not use it as a factor.
  
  @Wesley W.
  Thanks for such a thorough and thoughtful reply, Wesley—so much to learn here.
  
  That pilot light doc with photos sounds like a perfect example of proactive support that builds trust and saves time. I’m curious: did you ever consider digitizing any of these instructions (like a shared folder or online portal), or has print worked best for your tenants?
  
  Also love your tiered service rating—how do you keep track of that day-to-day? Is it manual or do you have a system? Thanks so much!!
  0 Reply
- Wesley W.
  Rental Property Investor · The Vampire State · Member since 2013 · 2k+ posts · 2k+ votes
  1y
  Quote from @Schola Eburuoh:
  
  @Wesley W.
  Thanks for such a thorough and thoughtful reply, Wesley—so much to learn here.
  
  That pilot light doc with photos sounds like a perfect example of proactive support that builds trust and saves time. I’m curious: did you ever consider digitizing any of these instructions (like a shared folder or online portal), or has print worked best for your tenants?
  
  Also love your tiered service rating—how do you keep track of that day-to-day? Is it manual or do you have a system? Thanks so much!!
  
  The heater instructions are a PDF that I send if there is trouble. All of my docs are on Google Drive so I can send them from my phone if I am away from my desktop.
  The tenant communication records are an excel spreadsheet. Here are two sections of the same doc:
  2 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  Quote from @Wesley W.:
  
  Quote from @Schola Eburuoh:
  
  @Wesley W.
  Thanks for such a thorough and thoughtful reply, Wesley—so much to learn here.
  
  That pilot light doc with photos sounds like a perfect example of proactive support that builds trust and saves time. I’m curious: did you ever consider digitizing any of these instructions (like a shared folder or online portal), or has print worked best for your tenants?
  
  Also love your tiered service rating—how do you keep track of that day-to-day? Is it manual or do you have a system? Thanks so much!!
  
  The heater instructions are a PDF that I send if there is trouble. All of my docs are on Google Drive so I can send them from my phone if I am away from my desktop.
  The tenant communication records are an excel spreadsheet. Here are two sections of the same doc:
  That’s super helpful, Wesley—thanks for the real examples.
  I love how lightweight your system is—Google Drive for docs, Excel for tracking—easy to scale without overcomplicating things. I’m sketching out ways to streamline this kind of setup for others, and your process is a great reference point.
  Appreciate you being so open!
  
  0 Reply
Theresa HarrisPro Member
Member since 2019 · 15k+ posts · 11k+ votes
1y
My PM generally walks the tenant through a few things on the phone first and asks leading questions (what were you doing when it happened, what have you tried to fix it, did you change the batteries, etc).
The other option is to charge the tenants for things like that where it is something they clearly could/should do (ie change a light bulb).
1 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  Quote from @Theresa Harris:
  
  My PM generally walks the tenant through a few things on the phone first and asks leading questions (what were you doing when it happened, what have you tried to fix it, did you change the batteries, etc).
  The other option is to charge the tenants for things like that where it is something they clearly could/should do (ie change a light bulb).
  
  @Theresa Harris
  Thanks, Theresa! I like that your PM leads with thoughtful questions—feels like a balance between screening and coaching.
  
  Have you noticed that those “walk-throughs” reduce repeat calls over time? Or do certain tenants just always default to calling first?
  0 Reply
- Theresa HarrisPro Member
  Member since 2019 · 15k+ posts · 11k+ votes
  1y
  Quote from @Schola Eburuoh:
  
  Quote from @Theresa Harris:
  
  My PM generally walks the tenant through a few things on the phone first and asks leading questions (what were you doing when it happened, what have you tried to fix it, did you change the batteries, etc).
  The other option is to charge the tenants for things like that where it is something they clearly could/should do (ie change a light bulb).
  
  @Theresa Harris
  Thanks, Theresa! I like that your PM leads with thoughtful questions—feels like a balance between screening and coaching.
  
  Have you noticed that those “walk-throughs” reduce repeat calls over time? Or do certain tenants just always default to calling first?
  
  Because I don't deal with the calls, I don't know. I partly found out as there was a repair call for a new fridge and called my PM to find out what happened as it was still under warranty. The person who answered explained what happened and I said, did you ask if the plug was fully in and then he mentioned that no, he messed up and didn't, but the owner of the company talked to him after and that's how I know what they are meant to do (and normally do).
  0 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  @Theresa Harris thanks for sharing Theresa! Very helpful to have these examples as I work on my project.
  0 Reply
John MorganPro Member
Rental Property Investor · Grand Prairie, TX · Member since 2018 · 2k+ posts · 2k+ votes
1y
At lease renewal time, they get an extra $100/month increase on top of my normal increase. I hope they leave, but most stay. lol
2 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  Quote from @John Morgan:
  
  At lease renewal time, they get an extra $100/month increase on top of my normal increase. I hope they leave, but most stay. lol
  
  Haha —brutal honesty and effective! Do you find that high-maintenance tenants ever get better with the right nudges, or is it usually baked in?
  Curious how you decide which issues to treat as warning signs versus just part of the job.
  
  0 Reply
- John MorganPro Member
  Rental Property Investor · Grand Prairie, TX · Member since 2018 · 2k+ posts · 2k+ votes
  1y
  Quote from @Schola Eburuoh:
  
  Quote from @John Morgan:
  
  At lease renewal time, they get an extra $100/month increase on top of my normal increase. I hope they leave, but most stay. lol
  
  Haha —brutal honesty and effective! Do you find that high-maintenance tenants ever get better with the right nudges, or is it usually baked in?
  Curious how you decide which issues to treat as warning signs versus just part of the job.
  
  I’ve only had a couple high maintenance tenants. Once I raise rent aggressively they seem to dial it down. lol.I take it case by case with warning signs. But a lot of it is just part of the job. Most of my tenants came from apartments that have a 24/7 handyman on call to fix minor things. I break them in and tell them I’ll keep rent low if they can deal with the little things that normally pop up over time.
  2 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  @John Morgan Haha I hear you—sounds like you’ve got a system that balances firm expectations with smart incentives. The way you transition folks from “apartment mindset” to single-unit reality is really helpful for me to think through too! Appreciate the insight!
  0 Reply
Schola Eburuoh
OP
Member since 2024 · 14 posts · 5 votes
1y
@Scott Nachitilo
0 Reply
Schola Eburuoh
OP
Member since 2024 · 14 posts · 5 votes
1y
@Jill F.
Really appreciate this, Jill!

You're totally right—there’s a big difference between discouraging unnecessary reports and accidentally making tenants fearful of reporting real issues.

I like your “progressive grace” model. Do you find that newer tenants are more likely to call for small stuff, or is it random across experience levels?

0 Reply
Marcus Auerbach
Investor · Milwaukee - Mequon, WI · Member since 2010 · 5k+ posts · 7k+ votes
1y
Start treating tenants like you treat employees (not customers): if they do something wrong, the first question is: have we trained them on this?

- prevention: we actually do an onboarding training on "how to operate your house". About 50% will say that don't need it and about half way through they are like "wow, I did not know this". How to shut off power/water/gas, change furnace filters, lint catchers, batteries, garbage disposal, toilets (flushable wipes are actually not flushable) etc

- we emphasize to report problems and we always thank them first when they do. The last thing you want a tenant who does not water to "bother you" and let the sink drip into the cabinet for years..

- repeat issues: we pay for the first drain unclogging, but if it was because of something they put down, they pay for the second and we will let them know at the first time.

- annual inspections: we do that with a contractor in tow and loaded with supplies to address most common issues from touch up paint, to downspout extensions, smoke detectors, lightbulbs etc - we try to fix the little things right there and come back for bigger things.
- for some repeat issues we will send them a modest bill: $35 for labor, $50 trip charge, parts. Sometimes we waive the bill later, but just the fact they they have received one cuts down on the nuisance calls. This is our last resort, we use it very sparingly.

The annual inspection also serves as a training opportunity and most of the tenants get actually better with time.
4 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  @Marcus Auerbach This is gold, Marcus—especially the onboarding and annual inspection ideas. Love how you treat tenant education as an ongoing process, not just a one-pager at move-in. That shift from “customer” to “team member” really resonated. Really appreciate your thorough comment!
  0 Reply
Jose Clavijo
Contractor · NC · Member since 2017 · 45 posts · 26 votes
1y
We’ve definitely dealt with this too. I’d say around 30–40% of our maintenance requests are small things like tripped breakers, loose hinges, slow drains, or smoke alarms beeping. A lot of it could be handled by tenants if they had a little direction.

We give out a simple troubleshooting guide at move-in and follow up with it again if someone puts in a minor request. It covers the basics including resetting GFCIs, clearing a disposal, stuff like that.

We also try to walk tenants through quick fixes over the phone before sending someone out. It only takes a couple of minutes and saves everyone time. Most tenants are fine with that once you explain it.

That said, no matter what you do, some tenants are just going to call for every little thing, it’s part of the business. You can minimize it, but you’ll never eliminate it completely.
1 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  @Jose Clavijo thank you so much for your response Jose!
  
  0 Reply
Ezekiel Trevino
Realtor · McAllen, TX · Member since 2025 · 141 posts · 58 votes
1y
That depends on the contract regarding repairs and trip fees.
2 Reply
- Schola Eburuoh
  OP
  Member since 2024 · 14 posts · 5 votes
  1y
  @Ezekiel Trevino Good point—will definitely looking into contract details and fee structures. Do you find they actually help cut down on the minor calls, or just complicate the conversation?
  0 Reply
Henry T.
Member since 2022 · 1k+ posts · 1k+ votes
1y
First I say, "hey, your shoe lace is untied"...then pow! to the moon Alice.
I had a tenant in my SFR call once. "the light doesn't work". So I drive out there
and the light bulb is dead. I got right in his face "Don't EVER EVER do that again you f'n moron".
They left a long time ago, but they still send me a xmas card every year. Kids are all grown up. Hopefully they all know how to change a light bulb.
0 Reply
Alecia LovelessPro Member
Member since 2019 · 3k+ posts · 2k+ votes
1y
@Schola Eburuoh Hey Schola. I’ve found most of my tenants just disable chirping smoke alarms so I sent a letter to them all stating we would be enforcing a $250 fine if we discovered any disabled smoke detectors. In the letter we stated that we were happy to come out immediately and fix/repair any currently disabled smoke detectors. And that we’d be happy to replace batteries as needed. All of ours are hard wired but they will chirp from time to time if the back up battery dies.
Also I’m a relative newbie with only about 5 years under my belt. I’ve probably had about 60 sets of tenants thus far and I’ve only had 1 that’s been an issue. For months I fielded dozens of weekly texts and multiple weekly phone calls from this tenant. I finally told her I was done and to not contact me further unless there was an actual problem with her unit or the building. This has mostly worked and now I only receive 8-10 texts a month and maybe 1 phone call every 2-3 months. Just today she had an actual maintenance issue and my handyman joked afterwards that she must spend her time wandering around the unit looking for things to complain about.
I don’t have a reliable system for reporting issues, the tenants just text or call me or my handyman directly. This could definitely be improved upon in my business.
0 Reply
- Wesley W.
  Rental Property Investor · The Vampire State · Member since 2013 · 2k+ posts · 2k+ votes
  1y
  Quote from @Alecia Loveless:
  
  For months I fielded dozens of weekly texts and multiple weekly phone calls from this tenant. I finally told her I was done and to not contact me further unless there was an actual problem with her unit or the building. This has mostly worked and now I only receive 8-10 texts a month and maybe 1 phone call every 2-3 months.
  Yikes. 8-10 texts and 1-2 phone calls a month from this one tenant is an improvement? I would have parted ways with this one months ago. Imagine if all of your tenants were like this? Someone like that takes an inordinate amount of time to manage, and you get the same return as with your other tenants. You also can't scale as easily if you self manage and indulge someone like this. Life is too short!
  
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