Disputes between tenants and landlords are a common occurrence in property management and these disagreements can result from a myriad of reasons. Damage to a property, rent arrears, how a tenant is using the property, unreasonable requests for access from the landlord, and lack of property maintenance, to name a few.
Many disputes are due to miscommunication or a lack of communication. A property manager’s most important role is to act as mediator, keep productive communication flowing, and provide advice to both parties to ensure a positive outcome for both landlord and tenant. An effective property manager will ensure that these disputes are resolved quickly and prevent any need for a Tenancy Tribunal hearing.
From my work in the social housing sector for several years, dispute resolution was the most important factor in a successful tenancy. The Residential Tenancies Act 1986 sets out the legal requirements and provides a basis for any negotiations regarding a tenancy. However in the field, it’s up to a property manager to apply this knowledge tactfully, as reciting clauses from the Act will not sit well with a tenant.
A solutions-based approach to tenancy issues is the key to resolving disputes. An example of this is a property manager noticing a mouldy ceiling in a bathroom during an inspection. The tenant says that despite their best efforts in cleaning it, the mould keeps coming back. The landlord says it’s the tenant’s responsibility to keep it clean. A skilled property manager will offer solutions to both parties.
Suggestions for the tenant might include ensuring the extractor fan is left on for a period after a shower or opening the window regularly to allow ventilation. Solutions offered to the landlord might include cutting back overhanging trees blocking natural light to the bathroom window or having the roof space inspected for moisture. In property management there is always two sides to a story and by using this approach, issues are de-escalated and both parties’ concerns are resolved.
Connor Blake
