How Do You React When Your Tenant Calls?

You have employed the TierOne Real Estate Company, a professional Property Management company, because you feel our expertise will give you peace of mind regarding your rental property. In particular, this alleviates having to handle difficult tenant situations. Then the phone rings and your tenants are on the line. This can develop from several scenarios: 

1. You and your tenants know each other from previous contacts, so the tenant calls you directly. They figure they do not have to bother to interact with TierOne Real Estate despite the fact you have hired us. 
2. You visited the property, and the tenant now decides to call you because they feel this is now a better way to get what they want. 
3. The tenant is unhappy with a “no,” a notice to pay or quit, or other information they have received from TierOne Real Estate, and they decide to circumvent the Property Manager by calling you. 
4. The tenants want to cut a “new deal” on rent, repairs, or other issues and decide they have a better chance of getting what they want from the property owner.  

What to do when the tenant calls 

• We ask that you politely give them the number for TierOne Real Estate and ask them to call their Property Manager to discuss any issues that they have. Inform them that you hired TierOne Real Estate to take care of the property and work directly with the tenant. Emphasize that we have authorization to act on your behalf and consult with you. 
• Call us as soon as possible to let us know that the tenant is trying to circumvent TierOne Real Estate and deal directly with you. We will then contact them to help them with their problems or requests. 
• If they demand immediate action from you, reiterate with them that you will discuss their call with TierOne Real Estate, but they are to call their Property Manager as soon as possible. 
• Be calm if the tenant threatens you with legal action. Do not panic with a threat. Many people feel that getting what they want involves using forceful action. Let them know that you will be discussing the situation with us and if necessary, your attorney. No matter what the tenants have said, please reserve judgment and give us the benefit of doubt if the tenant claims unfair treatment and practices. We will give you the facts and it may differ greatly from the tenant. 

What NOT to do when the tenant calls 

• Do NOT negotiate with the tenant on the rental amount, payment of rent, authorization of repairs, or promise any repairs or improvements. This really puts TierOne Real Estate and your Property Manager in a weak position and without the facts; it may put you and your investment at risk. 
• If you know that there are eviction proceedings on the property, do NOT talk to the tenant and definitely do NOT make any promises. Certain actions can void an eviction and you could have to start the process again, causing more loss of rent and more legal fees. Tell them to call their attorney or our office. 
• Do NOT set up an appointment to meet with them. Tell them you will contact us and arrange an appointment at the property with the Property Manager, with you and the Property Manager, or between any attorneys involved.  

Meeting with the tenants 

Do not visit the property unannounced. This can cause many problems, some of which could be legal ones. This also implies to the tenant that they do not need to go through TierOne Real Estate. If you do want to visit the property, contact us. We will meet you there and discuss all issues with the tenant. 

Obviously, a tenant calling you directly can create a three-way situation that can undermine our authority, possibly cause you anxiety, and in some circumstances, create legal issues and liability. We have taken on management of your property so you can avoid sticky situations and reduce your liability. We will always work diligently to settle all tenant issues and protect your investment; your assistance is important if a tenant calls you.

Visit our Frequently Asked Questions page for more information on how to handle tenant interactions.

If you have a question about this topic or need assistance with anything else, contact a TierOne Real Estate Property Manager at 801-486-6200 – we're here to help.