Kellie said: “It is key to the job as a property manager to have an understanding and knowledge of the relevant legislation.
“Clients expectations are greater now than 20 years ago and a lot of the time you have to tell them things they won’t like but which are legal requirements with regards to safety.
“If you can confidently explain the reasons behind the decisions, it helps them to understand and not to take it out on you.”
One of the issues which cause a lot of problems are final inspections which can be time consuming and confrontational. Often the key to solving a conflict is good communication with the landlord and tenant.
Tiana added: “I have learnt that it is best not to react if a tenant is yelling at you down the phone, but to listen and let them vent.
“This shows that you’re listening and you can then explain how you can try to resolve it.”
Kellie also recommended helping the tenant to understand the initial condition report so they know how it relates to the final inspection to avoid disputes later on.
Other tips given were to reveal bad news at the start of the day to help you resolve it quicker and how a phone call was often more beneficial to resolving disputes because you cannot hear tone on email.
Kellie added: “The property managers who can articulate the doom and gloom the best are the ones who thrive.
“The challenge is always to try and win the tenant over and turn a negative situation into a positive one.”
To find out more tips on managing disputes as a property manager, watch a webinar with Jo, Kellie and Tiana below.
Jo is also holding a Property Management: laws and practice update session on 5 April where you can find out about the latest legislation and earn 12 CPD points. Find out more information here