Thekiantra Morriston
January 19, 2023

Building Management 101: Resolving complaints, problems, and requests from residents

As a building manager, one of your main responsibilities is to ensure that your residents are happy and satisfied with their living experience. However, even in the best-run buildings, residents will inevitably have complaints, problems, and requests. It's important to have a plan in place for how to handle these issues effectively, so that you can maintain a positive relationship with your residents and keep your building running smoothly.


The first step in resolving complaints, problems, and requests from residents is to listen actively and empathetically. When a resident comes to you with an issue, it's important to give them your full attention and to really hear what they're saying. Try to understand their perspective and the impact that the problem is having on their life. This will show them that you care and that you're taking their concerns seriously.


The next step is to take action. If the issue is something that you can address directly, do so as quickly as possible. For example, if a resident is having trouble with their plumbing, you should arrange for a plumber to come out and take a look. If the issue is something that you can't handle directly, such as a complaint about another resident, you should still take it seriously and work to find a solution.


It's also important to keep your residents informed throughout the process. Let them know what you're doing to address their issue, and give them regular updates on your progress. This will help to keep them calm and reassured, even if the problem is taking longer than you'd hoped to resolve.

Be responsive

When it comes to requests, it's important to be responsive and to consider each one on a case-by-case basis. For example, if a resident requests a new washer and dryer in the building's laundry room, you should consider the cost and feasibility of the request before making a decision. If it's something that is reasonable and within your budget, then go ahead and make it happen. If not, then explain your reasoning to the resident and see if there's a compromise that you can reach. It's also important to remember that not all requests will be reasonable or within your budget. Be prepared to say no if necessary, but always explain your reasoning clearly and respectfully.

Media to collect complaints

Another important aspect of resolving complaints, problems and requests from residents is to have a clear communication channel. This can be in the form of application such as Nextlivin where residents can log in and submit their issues. This will make it easy for residents to reach you and for you to keep track of all the requests and complaints that you need to address.

Follow up

Finally, it's important to follow up with your residents after their issue has been resolved. Check in with them to make sure that they're satisfied with the outcome and that the problem has been fully resolved. This will help to build trust and to show that you're committed to providing a high-quality living experience for your residents.

In summary, as a building manager, it's important to have a plan in place for handling complaints, problems, and requests from residents. Listen actively and empathetically, take action, keep residents informed, be responsive and considerate, have a clear communication channel and follow up with residents after the issue has been resolved. By handling complaints and requests in a professional and efficient manner, you can maintain a positive relationship with your residents and keep your building running smoothly.

Thank you for reading. Need a building management software? Look no further than Nextlivin: Property tenancy management applications! and don't forget to follow Nextlivin on InstagramFacebookTwitterLinkedin, TikTok for another content.

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