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One of the most nerve-wracking aspects of being a landlord? The inevitable moment when your tenant calls with an emergency. Remember: it’s not a matter of *if* something will go wrong during a lease, but *when.* And let’s be honest, these situations often pop up at the most inconvenient times—like when you’re on vacation with your phone on airplane mode, or in the middle of an important meeting.
If you choose to self-manage your rental property, tenant emergencies can range from minor inconveniences to full-blown disasters that require immediate attention. How you respond to these situations can significantly impact your relationship with your tenants and the overall success of your rental business.
Here at Evernest, we've dealt with thousands of tenant emergencies, so we're sharing our top tips to help you navigate these challenging situations effectively. Let’s dive in!
Be Available 24/7
First and foremost, one of the golden rules of handling tenant emergencies is to be available 24/7. Yes, you read that correctly—around the clock availability is crucial.
Emergencies don’t wait for business hours, and if a tenant reaches out to you in the middle of the night or during the weekend, it’s probably because they’re dealing with something serious. Whether it's a burst pipe, a gas leak, or a security issue, your prompt response can make all the difference.
Don’t Ignore the Call
It's easy to feel a sense of dread when your phone rings at an odd hour, especially if you suspect it’s a tenant. But the worst thing you can do is ignore the call.
Failing to address an emergency promptly can escalate the situation, leading to more damage, higher repair costs, and increased tenant dissatisfaction. Even if the situation turns out to be less severe than expected, your tenant will appreciate your responsiveness and professionalism.
So, as a self-managing landlord, never ignore a tenant phone call!
Have a Backup Plan
There will inevitably be times when you're unavailable—whether due to travel, illness, or other personal reasons. In these cases, it’s essential to have a reliable backup plan.
Identify a trusted colleague, property manager, or even a professional emergency service that can step in on your behalf. Ensure your tenants know who to contact in your absence and how to reach them. This proactive approach ensures that emergencies are handled efficiently, even when you’re not around.
Be Prepared
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Proactivity goes a long way in preventing more chaos and confusion when tenant emergencies crop up. By putting protective measures in place now, you ensure that your response to emergencies is quick and effective.
Let’s take a look at a few best practices you can follow to protect everyone down the line:
Build a Trusted Network of Contractors
Preparation is key to handling tenant emergencies smoothly. One of the best ways to prepare is by building a network of trusted contractors who can address any issue at a moment’s notice. Specifically, you should have reliable contacts for a plumber, an electrician, and an HVAC technician. These professionals should be available for after-hours and weekend calls, as emergencies rarely happen at convenient times.
Developing these relationships ahead of time ensures that when an emergency occurs, you won’t be scrambling to find someone who can help! Instead, you’ll have a list of go-to experts you trust who can resolve the issue promptly, minimizing disruption for your tenant and protecting your property from further damage.
Keep an Emergency Kit on Hand
In addition to having professionals on speed dial, consider keeping an emergency kit on hand for your properties. This kit might include basic tools, spare keys, batteries, flashlights, and other essential items that can be used to address minor issues temporarily until a professional can arrive. While this won’t solve every problem, it can provide a quick fix in situations where time is critical!
Prioritize Speed, Even If It Costs More
In an emergency, time is of the essence. While it’s natural to be cost-conscious, certain situations require immediate action, even if that means paying a premium for after-hours service.
For example, if a tenant moves into a property and discovers a significant plumbing issue, it’s crucial to address the problem immediately to avoid further inconvenience and potential damage.
Remember that your willingness to act quickly not only resolves the immediate issue but also sends a message to your tenant that their comfort and safety are your top priorities. This can go a long way in building trust and fostering a positive landlord-tenant relationship.
Be Apologetic
It’s important to remember that you’re dealing with human emotions in these situations, not just problems to solve. Approaching your tenant with an apologetic attitude, even if the issue was resolved well, is crucial to repairing the relationship and ensuring everyone moves forward amicably for the rest of the lease term.
Acknowledge the Tenant’s Stress
Even if you respond promptly and resolve the issue efficiently, your tenant might be feeling stressed, anxious, inconvenienced, or even unsafe. It’s important to acknowledge their emotions and empathize with their experience.
Start by apologizing for the inconvenience, even if the emergency was beyond your control. A simple, heartfelt apology can go a long way in diffusing tension and showing your tenant that you care about their well-being. For example, you might say, "I’m so sorry you’re dealing with this. I understand how stressful this must be, and I’m committed to resolving the issue as quickly as possible."
Take Responsibility and Make It Right
In some cases, the emergency might have been preventable, or it could stem from an issue that wasn’t properly addressed in the past. If this is the case, it’s crucial to take responsibility for the oversight and commit to making it right. This might involve covering the cost of temporary housing if the unit becomes uninhabitable, reimbursing the tenant for any damages, or offering a rent credit as a gesture of goodwill.
Taking responsibility doesn’t just resolve the immediate issue—it also strengthens your credibility and trustworthiness as a landlord. Tenants are more likely to renew their lease or recommend your property to others if they feel you are responsive, fair, and genuinely concerned about their living experience.
Follow Up After the Emergency
Once the emergency has been resolved, it’s important to follow up with your tenant to ensure everything is back to normal. This follow-up can be a simple phone call or email to check in and see if there are any lingering issues or concerns. It’s also an opportunity to express your appreciation for their patience and cooperation during the emergency.
This small gesture of following up reinforces your commitment to their satisfaction and can help repair any strain on the landlord-tenant relationship caused by the emergency. It also provides an opportunity to gather feedback on how the situation was handled, which can be priceless in improving your response to future emergencies.
Final Thoughts: How to Handle a Tenant Emergency with Ease
While handling tenant emergencies is one of the most challenging aspects of being a landlord, with the right approach, it’s possible to manage these situations effectively and maintain a positive relationship with your tenants. By being available 24/7, preparing for the unexpected, and responding with empathy and responsibility, you can navigate emergencies with confidence and minimize their impact on your property and your tenants' lives.
If you want the help of professionals to handle these time-consuming and legally complex situations, consider partnering with a professional property management company like Evernest. With years of experience and a dedicated team to help, we can handle tenant emergencies for you—giving you peace of mind and more time to focus on what matters most. Let us take the stress out of property management so you can enjoy the benefits of owning rental properties without the headaches!