It happens to the best of landlords. Despite extensive background and reference checks and a thorough vetting process, some tenants will become problematic. Various issues arise, or one primary concern becomes a chronic situation. Terms such as challenging and difficult, or perhaps knotty and sticky, begin to pepper conversations surrounding a particular renter.  

Unfortunately, however you label the situation, such scenarios come with the territory of property management. Folks will make late rent payments, become habitual complainers, allow pets or children to damage the property, or fail to maintain the residence, to name but a few types of “problematic” behavior.  

While eviction may seem the simplest and best route to an ongoing or escalating “challenging tenant” situation, the reality is that evictions are expensive. In addition to turnover expenses—lost rent, advertising costs, “new tenant” improvements—a landlord’s time is valuable. And have you considered the legal fees that may accompany an eviction?  

While some conflicts may be irreconcilable, many situations can be resolved without dissolving the tenant/landlord relationship. Utilizing these proven strategies can diffuse a difficult situation and save the day.  

Choose to adopt a calm, rational, objective demeanor 

Tempers can easily flare on both sides of the equation if a problem escalates. Too often, emotions cloud sound judgment and lead to a worsening situation, poor judgment, and unwise decisions.  

As the landlord, it’s your responsibility to be the voice of reason and a positive example of how to manage difficult situations effectively. Be an example of calm, collectedness and insist that diplomacy be the common denominator. Begin with a step back and a deep breath for all involved. Next comes a thorough, objective evaluation of the facts with time for all parties to calmly share their side. Finally, shy away from instant solutions as many problematic situations build up over time and will require a remedy that takes time to solidify. 

Keep detailed written records  

Of everything, the great and the not-so-great. When landlords keep meticulous records, they set the tone for accountability. The first time a potential conflict butts up against documentation that either proves or denies an allegation or establishes a specific point, the effort will be worth every bit of the time and energy required. 

Back up written records with pictures or videos when applicable. Especially helpful during inspections—pre- and post-move-in as well as regularly scheduled check-ins.   

Maintain consistent, high expectations 

In essence, you teach tenants how to treat you by the relationship you build and the connections you maintain with them. Enforcing the lease terms quickly and consistently for all tenants and across all topics demonstrates that you are serious about an orderly tenant-landlord relationship. The more firmly a landlord stands behind the terms of a well-executed lease, the fewer hassles they will encounter in the long run.  

Strive to establish and maintain a pattern of behavior that will lessen the incidence of problematic tenants. Be a landlord who— 

• is attentive to the business
• consistently responds
• enforces the rules
• personally confronts issues
• treats everyone the same
• maintains accurate and up-to-date records

About Rentals America    

Rentals America provides full-service property management for residential rental properties. Our team is completely dedicated to property management and we’re here to help landlords navigate the rental market.