How to avoid complaints in the PRS: six steps for letting agents and landlords

It's important to note that the Ombudsman is an end point, not an entry point for complaints. By fostering open communication, setting clear expectations, and utilising digital tools like Inventory Hive to document key tenancy interactions, property managers can create a seamless rental experience that minimises disputes and complaints.

Keep communication open, accessible and polite

One of the most effective ways to prevent disputes is to ensure tenants can easily and safely raise concerns. Offering multiple communication channels such as phone, text and email can encourage this, but providing a 24/7 online (and secure) portal which can capture conversation threads and show progress goes even further.

It's important to respond promptly to queries and issues. A delay in response can create avoidable frustration and negativity. Similarly, the tone of response can complicate matters; interaction with tenants should always remain professional, friendly, and respectful.

Set clear expectations from the start

Managing expectations at the beginning of a tenancy will help all parties to know where they stand. This includes:

• Outlining tenant and landlord/agent responsibilities clearly in the tenancy agreement.
• Providing a welcome pack with guidelines on property maintenance and expected standards.
• Discussing key aspects such as rent payment schedules, maintenance procedures, and property inspections.

Having this information readily available post-check-in means everyone understands their role in maintaining the property, reducing the likelihood of misunderstandings or disputes later. Make sure it is written in plain English to avoid ambiguity or misunderstanding.

Conduct regular and well-documented inspections

Routine property inspections help to identify and address minor issues before they escalate into major disputes, although it is important to balance this with the right frequency of visits to allow the tenant privacy and quiet enjoyment of their home.

Schedule periodic inspections with sufficient notice and document findings thoroughly, ideally using a digital platform that allows dated photographic records and notes. Reports should be shared with tenants, along with guidance on any required actions.

Keep communication open and encourage reporting of issues in-between visits. The Inventory Hive platform can help to manage this whilst also highlighting issues in inventory reports for action.

Keep the repairs and maintenance process transparent

In larger portfolios, it can be tricky to manage all property issues and maintenance in a timely manner, which is where solid processes and organisation become critical. A well-structured approach to repairs will go a long way in preventing complaints about neglected maintenance.

Consider using a ticketing system or digital log to track maintenance requests and responses. A specifically designed app or platform will help you to prioritise urgent repairs and keep tenants informed of progress. Just make sure the tenants are clear on how to use it.

Handle deposits and end-of-tenancy procedures fairly

Deposit disputes are a common source of complaints, but this can be avoided with a

thorough check-in inventory at the start of the tenancy. Use the same detailed approach for the check-out process and help tenants to meet any requirements before they move out. Sending reminders and clear steps will help here.

If deposit deductions are necessary, make sure tenants are given clear justifications with evidence.

Provide a clear complaints procedure

Despite an agent’s best efforts, issues may still arise. Having a structured complaints process means disputes can be managed efficiently in-house, avoiding escalation to the Ombudsman.

Complains procedures should be clear, including steps for resolution and response timeframes, and provide information about the escalation procedure and a designated contact for tenant complaints.