Feedback welcome

Every property manager knows the call: a resident upset about noise upstairs, a barking dog, a broken treadmill, or a rent increase. How professionals handle these moments can determine whether they build stronger connections or lose residents entirely.

Because complaints are an unavoidable part of residential management, property managers can benefit from adopting a “lemonade out of lemons” mindset. 

“We’ve changed the word ‘complaint’ to ‘feedback,’” says Megan Orser, CPM^® Candidate, CEO and business strategist at Smart Apartment Solutions. “We view all feedback as a gift. We may not love the wrapping paper the gift is in, but it’s a gift. The more feedback we get, the more comfortable the team becomes receiving it and taking action on it. And when residents see that we’re acting on their feedback, they know we’re listening—and that’s never a bad thing. We want more feedback, because it helps us build better communities.”

With this mindset and by preparing for the most common types of feedback, property managers can turn potential conflicts into opportunities for connection, trust, and long-term resident satisfaction.

Turning down the volume

While complaints can be about anything and everything, a few are more common than others. Noise tops almost every list of resident grievances. In Rochester, New York, Heather Cook, community manager at Larkin Creek, begins every case with documentation.

“Even if it’s just one person reporting or complaining about the noise level of someone else, I send a lease violation to the resident being accused,” she says. “Our leases have quiet hours stated within them, so if excess noise is reported during those hours, the violation goes out.” Cook also ensures the resident in question has an opportunity to respond.

“They can contact us to dispute it,” she explains. “Depending on what they say, sometimes I’ll make a note in their file and close it if it’s resolved. If it’s not, they keep getting lease violations.”

Because eviction can be a legally complex action to take, Cook often works toward compromise, even offering the complaining resident the option to move without penalty if all else fails. “Usually residents don’t realize they’re being loud, and once they’re made aware, it improves,” she says.

Kelly Tang, CPM^®, president of IEC Property Services Corp., approaches noise complaints and similar conflicts with patience and a little detective work.

“So much of this comes down to being an active listener,” he says. “Try to understand what’s actually happening, and then start to sort out the facts from the fiction.” As the company’s president, Tang exercises caution when providing immediate solutions himself. “Even if I have the answer, I won’t offer it because I want the on-site manager to be the hero,” he says. “They are the ones who will rebuild the relationships. If I resolve an issue right away, the resident will just come to me for everything.”

And stay calm when discussing the issue with the resident. “If you get more excited, the resident gets more excited,” Tang says. “Keep a neutral tone. Listen, breathe, and don’t make a decision right there—buy yourself time to respond thoughtfully.” He says having a mirror in the office can help because people don’t like seeing themselves get upset.

Pet-friendly—yet firm

Pet-related issues—barking, waste, or aggression—can also cause friction and lead to negative feedback. Many managers are finding ways to enforce policies while preserving their pet-friendly appeal.

Orser says that guiding pet owners is a more productive strategy than policing them. “We talk about it before they move in: Here’s the waste receptacle, here’s the dog station. Everyone shares responsibility,” she says.

Her company uses a pet-screening platform that requires residents to complete an application for each animal, detailing its behavior and history. She says that step sets expectations early and avoids surprises. “You can ask about barking, previous damage caused, or even aggression,” she says. “It starts a proactive conversation.” If an incident occurs, Orser looks for solutions that make everyone feel comfortable. 

“One of our properties had a dog who was reported to have shown aggression during a medical procedure,” she says. “So our workaround was requiring the owner to avoid bringing the dog into common areas and muzzling the dog when it had to come into common areas. It doesn’t always need to be an extreme solution.”

Cook takes a more traditional approach. Lease violations are issued for barking or waste, and repeat offenders risk “pet eviction”—something she says she has never had to enforce. But she stresses that communication—often just reminding residents of the rules—resolves most issues.

Out-of-order amenities

Whether it’s a broken elliptical machine or a packed pool deck, damaged or overcrowded amenities can spark frustration. But Orser says the simple solution is over-communication.

“If something breaks, don’t just slap on a sign,” she advises. “Put a date on it—‘This will be fixed by Friday’—and send a text update to residents. If it changes, tell them again. People appreciate transparency.”

She uses community-wide text messages and portal alerts to keep residents informed. “Their rent pays for those amenities,” she says. “They deserve to know what’s going on.”

Tang encourages managers to view these moments as opportunities to demonstrate responsiveness, increasing resident satisfaction.

Preparing for rent increase backlash

Rent increases and the complaints that can come with them require equal parts honesty and empathy. Orser says communication is also the key here. 

“Price is only an issue in the absence of value,” she says. “If people feel they’re being charged too much, it’s usually because they don’t see the value. So show them what they’re getting.”

Her team explains expected annual increases—typically 3% to 5%—up front during lease signings. When rates must rise more sharply, she shares the underlying reasons.

“If taxes went up 11%, we would tell them,” Orser says. “We’re not hiding it. That honesty builds trust.”

Cook handles rent complaints by citing market norms. “I remind residents it’s industry standard,” she says. “I show them that our increase is on the lower side and explain that our costs are going up, too.”

Maintenance transparency

Delayed or incomplete maintenance requests are another top source of irritation. To get ahead of these complaints, Orser emphasizes the importance of a systemized workflow.

“Work orders should be handled in the order they’re received, unless it’s an emergency,” she says. 

In her experience, she has learned that some maintenance teams close tickets early because bonuses are tied to turnaround time. “That creates confusion and anger,” she says. “Residents get an email saying their issue’s fixed when it isn’t. We, as leaders, need to be mindful and understand that if we’re putting pressure on them to close out a work order when it’s not truly closed, it’s causing frustration for the resident and the office.

“And when parts or work are delayed, communicate that with the residents. I had a case where a flood on the second floor of a building completely caved in the ceiling on the first floor. The gentleman in the first-floor unit was displaced from his apartment for about 10 months of his 12-month lease, having to live in a lesser apartment. But he renewed and stayed with us because he said we continually followed up and gave him updates on what was happening in his apartment.” 

She says that sometimes the update was as simple as “No one was in your unit today,” but he had the right to know what was happening in his apartment.

Cook agrees that personal contact goes a long way. “If there’s a delay,” she says, “we call or email right away and apologize. Most people are understanding if they know what’s happening.”

She adds that they use a paper backup system to ensure residents always know what’s been done in the apartment. “Our techs leave a carbon copy of the work order in the unit,” she says. “It tells residents what was fixed or if we’ll be back.”

Encouraging open channels for feedback

Finding a manageable, constructive way for residents to leave feedback is essential. Digital tools are one solution. Orser’s company uses an app called TextBox that allows the team to message individuals or entire communities.

“Residents don’t have to make an uncomfortable phone call,” she explains. “They can just text us. It feels conversational, and everyone on the team can see the exchange.”

Push notifications through resident portals help communicate non-urgent news, while newsletters are great for sharing reminders and community updates. “Each channel has a distinct purpose,” Orser explains. “Texts are for immediate issues, like water shut-offs. The portal is for ongoing updates. The newsletter is for education and connection.”

For Cindy Clare, CPM^®, chief operating officer at Bell Partners, the properties she works with use a mix of surveys and QR-code feedback forms.

“At one property, our maintenance team has a picture of each tech with a phrase such as ‘I take care of this area; scan the QR code to leave compliments and complaints,’” she says. “By having an open-door policy, it invites the good comments to come as well.”

Orser agrees with this approach. “We ask for feedback all the time,” she says. “Every time we close a work order or give a tour, we solicit reviews. When residents see you act on their input, they keep sharing it—and that’s how you get better.”

Cook finds that some residents still prefer traditional communication. “They like walking into the office,” she notes. “Whatever makes them comfortable, we meet them there.”

Tang agrees that flexibility matters most.

“You have to meet residents where they are,” he says. “Some want to text, some want to call, and some want the portal. The important part is that they know you’re reachable and responsive.”

Preventing complaints before they start

The best complaint is the one that never arrives. For all four managers, proactive education is the strongest preventive tool.

For Cook, this strategy begins before move-in. “When residents sign a lease, I sit down and go over the sections they’re most likely to have questions about,” she says. “Things that people complain about a lot—noise, parking, pets. It helps prevent issues before they happen.”

Tang’s method revolves around team consistency and training. His on-site staff are coached to listen actively, stay calm, and communicate clear next steps. “Role-playing and talking through various scenarios helps,” he says. “You build that muscle before the conflict happens. You can’t take it personally. Remember, it’s not an attack on you. They’re frustrated with their situation. You just have to listen, be human, and work through it.”

Clare says fostering a sense of community can prevent many issues from escalating.

“Give residents that sense of community,” she advises. “When they feel connected and heard, they’ll give you more grace when something goes wrong—and that’s what builds lasting trust.”