June 2, 2023

Managing Tenant Complaints with Property Management Call Centers

image of a property management call center

No matter how diligently you operate your business or manage your property, you will inevitably have to deal with tenant complaints at some point. Whether dealing with a tenant who files complaints frequently or rarely, due diligence is crucial. A property management call center can help you deal with complaints professionally. 

When tenants call your office, they usually have a concern that they feel needs your immediate attention. They could call your office for various reasons, such as maintenance issues, cleanliness, lack of good communication, noise complaints, and pest invasion. When prospective renters contact your office, they want to invest their money in a new place to live. 

The last thing a current or prospective tenant will want to hear is an automated voice. They want to hear a real person on the other end of the phone who will treat them with respectful, courteous care and respond to their issues immediately. Being accessible and understanding can make your tenants feel like you value them and want to help them. 

Tracking and addressing tenant complaints on time is important for keeping them happy and safe and protecting yourself and your property in the long run. A property management call center can help you manage tenant complaints by providing 24/7 customer service and answering all tenant calls. 

If you are considering hiring a property management call center, you have come to the right place. This article will discuss the challenges of managing tenant complaints and how property management call centers can help deal with these challenges. We will also discuss the customizable solutions offered by property management call centers. Keep reading to learn more.

The Challenges of Managing Tenant Complaints

The following are some of the typical challenges property management companies face when dealing with tenant complaints.

Not Being Accessible

Communication is extremely important for property managers. It can be frustrating for a tenant to rent from someone who never answers their calls. Whether they have maintenance concerns, questions about the property, or any other issues, it is crucial to be accessible and communicate promptly with your tenants.

If your tenants feel they cannot reach you when they have concerns, they will be easily frustrated. This can make prospective tenants seek help elsewhere. Property management is effectively a 24/7 job, so you must be available at all times to address the tenants’ concerns. If the tenants cannot reach you on the phone, they will become frustrated and unsatisfied with your services. 

Time Management

Property management can be a daunting task. Oftentimes, you will be caught up between answering your tenants’ calls and ensuring their concerns are addressed by a qualified person. You will also need to perform other office duties.

Time management can be a problem if you handle all these tasks by yourself. When tenants call your office with emergencies, they need their issues to be addressed promptly. If their concerns are not addressed on time, they will become frustrated. This can damage the property’s reputation.

Communication Challenges

Communication challenges can damage your property’s reputation or even lead to poor customer experience. No matter the problem, if a tenant cannot communicate with their property manager, it will leave a bitter taste in their mouth. Your tenants should be able to reach you through email or phone call. You should also use the right channels to communicate with your staff.

Maintaining Accurate Records

Tenant complaints will always be there. Whether it is a pest infestation problem or related to the condition of the property, it has the potential to escalate to a legal matter. Making accurate records of tenant complaints is essential. Accurate records and receipts of payments may save you extra costs.

image of someone working with a property management call center

Importance of Tenant Satisfaction and How Property Management Call Centers Can Help

The success of any business largely depends on customer satisfaction, so property management is not an exception. Tenants need to feel valued when they call your office for assistance. Dismissing a tenant’s concern is a quick way to create hostility. A satisfied tenant will be loyal to your business. They will also do positive reviews and testimonials and refer prospective tenants to you.

The following are ways a call center can help improve tenant satisfaction and retention.

24/7 Availability

As a property manager, you understand that tenant complaints can come at any time. When tenants contact you, they need their issues to be addressed promptly. They can call your office when you are away or even in the middle of the night. If their calls are not answered, they will become frustrated and unhappy.

A call center can ensure customer satisfaction and retention by offering 24/7 customer service. Whether they call after hours, on the weekend, or during a holiday, you can be sure that a professional receptionist will answer their calls. 

Increased Efficiency

Budgetary concerns are always hanging over your head, and you are constantly forced to do more with less. A call center can help you increase tenant satisfaction and retention while enabling you to use your current staff in a much more efficient and cost-effective manner. They will free up time for your staff to perform other important duties.

Better Communication

Maintenance disasters, property crimes, and other emergencies need immediate attention. A call center will ensure your team gets the message immediately by text, email, phone call, or through an online portal. They will improve communication by ensuring that you are able to give your tenants a quick response. Better communication between you and the tenants can help improve tenant satisfaction and retention.

Customizable Solutions Offered by Property Management Call Centers

The following are customizable solutions offered by property management call centers.

Emergency Dispatch

Tenant complaints and emergency issues can come at any time. When emergencies arise, an answering service will promptly transmit the message in an accurate and clear manner to you or your staff. With a call center, your account is customized to your specific needs. They can transmit messages through various ways, such as email, text, phone call, fax, on-call schedule, Digital Numeric Pager, and Digital Alpha Pager.

Multilingual Support

As a property manager, you will often deal with tenants who speak different native languages. Call centers have in-house English-Spanish bilingual agents to serve your English and Spanish-speaking tenants. They also offer multilingual support in several languages and dialects with the use of translation software and services.

Online Maintenance Requests

A property management call center can provide a diverse set of online tools to ensure you are more efficient wherever you have access to the Internet. Whether you prefer personal or virtual assistance, they will provide you with a solution to achieve your objectives.

Rent Collection

A property management call center can help you with rent collection. They can call the tenants to remind them about rent payments. Also, they can explain to a tenant where to send a rent check.

Customized Scripts

A property management call center can use its software to create custom scripts to best serve your tenants. They will work with you to develop and fine-tune call-handling instructions in order to provide the best answering service experience.


A call center creates automated custom reports with property managers in mind. Whether you are looking for data you can manipulate or a graph report, they can meet your expectations when it comes to receiving professional, quality reporting.

Enjoy Happier Tenants with the Help of a Property Management Call Center

Excellent customer service can help you improve tenant satisfaction and retention. A satisfied tenant will be loyal to your business. A property management call center can benefit you in many ways, such as increased efficiency, 24/7 availability, and improved communication. 

Always Answer is the best option if you are looking for a property management call center. We have highly-trained agents who will ensure you do not miss calls from your clients. Whether they are calling on a holiday or in the wee hours of the night, our receptionists are available 24/7 to offer customer service. We can also help you with emergency dispatch, multilingual support, and rent collection. 

Whether your property management company oversees commercial buildings, multi-family units, or HOAs, we have been working within the property management industry for more than thirty years, and we have the experience you need. Contact us today to learn more about how we can help you manage tenant complaints.