8 Common Tenant Complaints and How to Handle Them Professionally

Letting out a property isn’t just about collecting rent and watching your yield grow. It’s a service – and like any service, it comes with its share of friction. Tenant complaints are part of the job. Whether you’re self-managing or working with a letting agent, knowing how to handle them well is what separates a profitable, low-stress rental from a revolving door of issues and voids.

That doesn’t mean tenants are difficult. On the contrary – most just want to live somewhere safe, functional, and comfortable. The key is understanding the most common complaints and developing systems (or habits) that resolve them before they escalate.

1. Maintenance and Repairs

This is the big one. Late repairs – especially for essentials like heating, hot water, or plumbing – are the number one cause of tenant dissatisfaction. And fair enough. If your boiler goes during a cold snap or there’s a leak damaging the ceiling, waiting days for a reply isn’t acceptable.

The solution? Responsiveness and clarity. Even if you can’t resolve the issue immediately, replying fast with a clear timeline makes a huge difference. Tenants want to feel heard – not ignored. Having reliable trades on call (and a documented system for logging repairs) is essential. Better yet, carry out preventative maintenance so problems are less likely to arise in the first place.

2. Communication Issues

Another common pain point. Some tenants complain that their landlord or agent is hard to reach, slow to reply, or inconsistent in their messaging. Others feel like they’re being micromanaged – bombarded with emails or inspections without notice.

Professionalism starts with setting expectations early. Establish clear channels (email? portal? phone?), be upfront about response times, and make sure your communications are timely, respectful, and consistent. You’re running a business – and tenants, whether consciously or not, judge the quality of that business on how you speak and act.

3. Lack of Cleanliness or Poor Property Condition

This one usually stems from the condition of the property at move-in – or a landlord failing to maintain communal areas, especially in HMOs or blocks of flats. First impressions count. If a tenant walks into a flat with mould on the windows, scuffed walls, or a dodgy oven, you’ve already created a trust deficit.

Always ensure the property is deep-cleaned and fully functional before a new tenancy starts. Document everything with an inventory and photos. And if it’s a shared property, arrange for regular cleaning of communal areas, especially in high-turnover rentals.

Tenants expect a clean, safe home – and rightly so. Meeting that expectation isn’t just ethical. It’s strategic. It reduces complaints, prevents disputes, and increases tenancy length.

4. Noise Complaints

This usually arises in flat blocks or HMOs – either from neighbours or other tenants. It can be music, arguments, footsteps, parties, or just poor insulation that carries sound.

These issues are tricky because they often fall into grey areas. What one person calls reasonable, another calls intolerable.

As a landlord, your job is to acknowledge the complaint and investigate it professionally. Don’t ignore it or make assumptions. If it’s one tenant disturbing another, issue a friendly but firm reminder about noise policies. If it’s from neighbours, help the tenant approach it via the correct channel (building manager, council, etc.). The key is staying neutral, solution-focused, and responsive – no taking sides, no knee-jerk reactions.

5. Deposit Disputes

A classic flashpoint at the end of tenancy. Tenants dispute deductions for cleaning, damage, or unpaid rent – and landlords feel like they’re just enforcing the terms of the agreement.

The fix? Documentation and transparency. Always use an independent inventory at check-in and check-out. Take date-stamped photos. Share quotes for any deductions. Most deposit schemes offer a free dispute resolution service – but ideally, it never gets that far. The more objective evidence you have, the faster and more professionally you can resolve things.

7. Safety Concerns

This includes everything from faulty locks and loose stair railings to gas safety certificate delays. These aren’t just complaints – they’re legal liabilities.

Stay on top of your safety checks. Gas and electrical safety certificates, smoke and CO alarms, fire safety in HMOs – these are all your legal responsibility. If a tenant flags something safety-related, treat it as a priority and document your response immediately.

8. Rent Increases

Tenants rarely enjoy rent increases – especially if they come unexpectedly or feel unjustified. That doesn’t mean you can’t raise rent. It just means you need to handle it properly.

Give plenty of notice, reference market rates, and keep increases fair. If you’re offering upgrades or improvements alongside the rise, say so. And avoid the temptation to squeeze the tenant if you’ve got a good one – long-term stability is often more profitable than chasing a higher figure and risking a void.

Final Thoughts: Proactive Beats Reactive

The best landlords don’t just respond to complaints – they anticipate them. They create systems that make issues less likely, and processes that resolve them quickly when they do arise.

That doesn’t mean perfection. It means professionalism. Treat your rental like a business, communicate clearly, and respect your tenants as people – not problems. In return, you’ll see fewer voids, lower turnover, and more consistent income over time.

If you’re aiming to build a portfolio of reliable assets for growing wealth, keeping tenants happy isn’t a side note, it’s truly your best strategy. Because retention is just as powerful as acquisition when it comes to ROI.

Want to understand more about what tenants really value? Our guide to what UK tenants want and don’t want breaks it all down – and shows you how to build a rental experience that works for everyone.