In every industry, customer complaints are inevitable. It’s important to have a system in place to deal with them efficiently. In the property management industry, this is even more crucial, as buildings are constantly interacting with residents and their families.
Condo associations should be prepared to handle various types of complaints, whether they’re about the building itself or another resident. It’s important to have a clear understanding of each complaint and an action plan for addressing it.
To help you get started, we’ve compiled a list of 10 common complaints condo associations receive and tips on how to manage them.
While some of these complaints may be more serious than others, it’s important to take each one seriously and address it in a timely manner. By doing so, you can keep your residents happy and prevent bigger issues from arising.
1. Maintenance issues
One of the most common complaints condo associations receive is regarding maintenance issues. Whether it’s a broken elevator or a clogged sink, residents expect these issues to be fixed in a timely manner.
It’s important to have a system in place for handling maintenance requests. You should also keep track of all the requests that come in and their status. This way, you can ensure that each issue is being addressed and that nothing falls through the cracks.
2. Lack of communication
Residents also frequently complain about a lack of communication from the condo association. They may feel like they’re not being kept in the loop about important decisions or updates.
It’s important to keep your residents informed about what’s going on in the building. You can do this by sending out regular newsletters or email updates. You can also use social media to keep residents up-to-date.
3. Unsafe conditions
Another common complaint is that the building is not safe. This could be due to a number of factors, such as broken security cameras or a lack of lighting in the parking garage.
It’s important to take these complaints seriously and address them immediately. By making sure the building is safe, you can put residents’ minds at ease and prevent accidents from happening.
4. Noisy neighbors
Noisy neighbors are another common issue that condo associations have to deal with. Whether it’s a party that’s going on late at night or someone playing music loudly during the day, this can be a major source of frustration for residents.
It’s important to set clear rules and expectations about noise levels in the building. You should also have a system in place for addressing complaints. If the problem persists, you may need to take more serious action, such as issuing a warning or even evicting the tenant.
5. Parking problems
Parking is often an issue in condo buildings. Residents may complain about not being able to find a spot or having to pay for parking.
It’s important to have a clear parking policy in place. You should also make sure there are enough spaces for all of the residents. If you have a waiting list for parking, you should keep residents updated on the status.
6. Common area damage
Residents may also complain about damage to common areas, such as the lobby or gym. This can be due to a number of things, such as negligence or vandalism.
It’s important to address these complaints quickly. By taking care of the problem, you can prevent it from happening again in the future.
7. Broken amenities
If your building has amenities, such as a pool or gym, residents may complain if they’re not working properly. This could be due to a number of things, such as maintenance issues or a lack of funding.
It’s important to address these complaints in a timely manner. By taking care of the problem, you can keep residents happy and prevent them from going elsewhere.
8. Pet issues
If your building allows pets, you may receive complaints about them. This could be due to noise, messes, or aggressive behavior.
It’s important to set clear rules about pets in the building. You should also have a system in place for dealing with complaints. If the problem persists, you may need to take action, such as asking the tenant to remove the pet from the premises.
9. Mold and mildew
Another common complaint is mold and mildew. This can be a serious problem, as it can cause health problems for residents.
It’s important to address this issue immediately. By taking care of the problem, you can prevent it from getting worse and making residents sick.
10. Billing issues
Finally, billing issues are also a common source of frustration for residents. This could be due to a mistake on the bill or a misunderstanding about the charges.
It’s important to have a system in place for dealing with billing issues. You should also train your staff on how to handle these types of complaints. By taking care of the problem, you can prevent it from happening again in the future.
These are just a few of the most common complaints that condo associations receive. By being prepared to handle them, you can keep your residents happy and prevent problems from getting out of hand.
If you need help in managing the operations of your building, reach out to us to request a proposal!