Blog Post

What You Should Do Every Time a Tenant Calls

Dustin Edwards • January 29, 2022

A Tenant Call Should Always Be Logged

Tenant calls are a part of managing your rental property and are the foundation of a good tenant-landlord relationship. The calls could be from anything as simple as the tenant forgot their keys or as complex as a water pipe breaking. Because of the variety of calls you may get it’s always a good idea to have a checklist to follow every time you receive a call. 


The checklist you follow should have the following items:


  • Log the Phone Call
  • Identify the Need
  • Document the Action Item
  • Communicate with Vendors
  • Log the Follow Up
  • Communicate and Thank the Tenant


Logging the Phone Call

While logging phone calls from your tenant may seem strange at first, it is important to remember that many new renters may be coming from apartments where there is a building manager onsite, meaning they are used to having access to help regularly.


Whenever a tenant calls with regards to your rental property be sure to log the tenants name, address, date and reason for the call. The primary reason for this is to maintain a log of which tenant you will be communicating with and which rental property is being discussed, especially if you have multiple rentals.


Identify the Need from Your Tenant

Once you have logged the tenant's call, the next step is to identify what is needed. There are several levels of needs that your tenant may have and depending on the situation it could be something that’s immediate but not severe, or it could be something that could hold off until a little later on.


For example, if your tenant calls because they forgot their keys then their need is immediate and must be addressed promptly. A simple enough task but if it is not addressed quickly it could become an inconvenience. On the other hand, if your tenant calls because an outlet doesn’t work, then you need to hire a third party vendor to address it in the near future.


Document the Action Item

After identifying the tenant's needs, be sure to document the action(s) required. Take notes on any information that may seem relevant for future needs such as the date and time, a brief description of the action and if it's required to contact a vendor in case of repairs.


Communicate with Vendors

If the call from the tenant was for a repair, it is important to communicate with your vendor(s) in a timely manner. Keep in mind both the vendor as well as yourself want to get to work as quickly as possible. Be clear and responsive to the vendor, let them know the purpose of your call and any other relevant information previously logged from your tenant’s call.


Finally respond to any questions the vendor may have about the situation and schedule a date for the repair to take place that aligns with the availability of your tenant.


Log The Follow Up

Keeping records of work done to your Long Beach rental property is helpful to have a complete maintenance history. Log the follow up date as well as the event that took place with the tenant. 


We recommend communicating with your tenant via email or on our portal to easily keep track of dates and times. This would also provide your tenant with security and peace of mind knowing the issue is being logged in case of future need.


Thanking Your Tenant

Showing appreciation to your tenant is a fantastic way to make them feel comfortable if any future problems arise with your rental. Remember that keeping your property well maintained is a great way to retain long term tenants and that it is in both you and your tenant’s best interest to make sure problems are dealt with in a swift manner as this can lower the overall cost of maintenance in the long term.


Keeping this checklist as a guideline for when tenants call is one of many ways new landlords can stay organized. If you have any further questions on what to do when tenants call, please call us today at (562) 888-0247 or fill out our
free rental analysis to see what your rental could yield today.


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By Dustin Edwards November 18, 2024
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Cold weather can come fast and strong so it's best to ensure your property is ready for this climate
By Dustin Edwards November 12, 2024
It's important to prepare your rental properties for the colder weather. Although we don’t need to prepare for snow and freezing temperatures, we do need to prepare for the cold and rain. By ensuring your rental is cozy inside and prepared for the fall season , you can not only reduce energy costs for your tenant but also maintain your rental property value. Today, we’ll go over three signs your property is ready for this upcoming cold weather.  Sign #1 Proper Weatherproofing During the colder seasons, it's much easier for a tenant to notice any cold spots in your rental. Well-insulated doors and windows can not only help maintain the warm temperature but also prevent it from lowering. It can also prevent cold spots and drafts, which can help with tenant satisfaction . Doors and windows should be properly sealed and insulated to prevent drafts and maintain proper temperatures. A visual inspection of the weatherstripping around doors and windows to ensure they’re intact is a great place to start. If damaged, consider replacing them, as trying to seal gaps can be tricky and rarely lasts. Other seals should also be checked, as well as any areas that need to be caulked in order to keep cold air out. Insulation during the summer helps keep the cool air in, and during the winter, insulation in the halls and attics helps retain desired heat. Hot air rises, and if there isn't adequate insulation in the ceiling, heat will continually be lost. Luckily, adding insulation to an attic is not uncommon and typically only requires a day or two for installation. Sign #2 Energy Efficiency Measures During the winter, it's not just the cold you need to keep in mind. As days are much shorter, there is less sunlight to keep the rental warm and more hours of darkness. For this reason, it's a good idea to keep energy efficiency in mind when preparing for the cold weather. Energy-efficient lighting or smart lighting helps reduce overall costs since your tenant will likely use electricity to keep warm. Ensure your outdoor lighting is rated for external use, as this can provide crucial illumination during longer nights. Draft guards on doors and windows help reduce the load on your rental’s HVAC system which can significantly improve its lifespan. This is also a great time to replace filters and clean the ductwork in your rental to improve energy efficiency. Additionally, consider installing an insulative film on older windows, which helps retain heat and keep rooms warmer without the need for extra heating. If your rental has a programmable thermostat, ensure it’s in working order, as this can help tenants manage an energy-efficient heating schedule more easily. Sign #3 Property Exterior Southern California is a great place to settle down, and while we don't need to worry about snowfall or deep freezes, ensuring the exterior of your rental property is ready for the cold weather is important. With our cold season mainly bringing with it rain, inspect your rental property’s rain gutter system . Remove debris from drains and check for leaks or signs of wear and tear. Walkways should be clear of debris and well-lit. This may require you to prune and trim trees and bushes that may leave behind leaves. When combined with rainfall, a single wet leaf can cause someone to slip and hurt themselves. Consider adding non-slip mats or tape to areas where people may have tripped in the past. Much like during the hotter weather, it's important for your rental to be ready for fall and winter. By keeping your property ready for any weather Southern California has to offer, you ensure your rental property and tenants will provide steady rental income every month. If you need help preparing your rental for the cold weather or if you need help managing Beach City rental property, we invite you to call us today at (562) 888-0247 or complete our Owner Application online .
By Dustin Edwards November 4, 2024
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