Call Us
How We Handle Maintenance Feedback and Why It Matters
Over the years, we’ve asked our residents to share feedback after a vendor or maintenance technician completes a work order. This helps with quality control, keeps everyone accountable, and lets us know quickly if any issues arise.
The truth is, only a small percentage of tenants respond—and those who do are more likely to share a complaint. That’s okay, because we want to know when something goes wrong. On the flip side, it’s always fantastic to receive glowing feedback when a technician does an excellent job. These comments boost morale for our team and give us a chance to recognize the techs working hard day in and day out.
Our Recent Feedback Push
This past spring and summer, we made a focused effort over two months to gather reviews. We received 57 responses, of which 8 were negative or “less than stellar.” At first glance, that’s about 14%—a number that had me concerned.
I asked our staff to dig into the negative reviews, follow up with tenants, and resolve any issues immediately. Here’s what we discovered:
Of the 8 negative reviews, 2 weren’t even about maintenance work—they were separate tenant issues, which we addressed and resolved.
The remaining 6 reviews came from properties where owners were handling their own maintenance or using their own vendor.
The Real Lesson
We completely understand—maintenance can be expensive. But do you know what’s even more expensive? Vacancy.
Unhappy tenants don’t renew leases. They leave bad reviews. They damage the reputation of your rental property—and, by extension, the property management company representing it.
In some cases, unresolved maintenance issues can even escalate into legal disputes or court action. Cutting corners today can end up costing a lot more tomorrow.
Why Reputation Matters
Tenants don’t see who hires the vendor—they just see the property management company. That means our reputation is on the line every time. Investors also consider reviews when choosing a property management company, so maintaining a strong track record benefits both your property and our professional credibility.
While our in-house techs have made mistakes over the years, the difference is we have much more control over our own staff than over outside vendors. Customer service matters—everywhere, every time.
Our Commitment
If we all work together with the same goal in mind, we can continue to shine as the best in the business by providing the one thing that matters most: an incredible experience for our residents.
At the end of the day, the resident is the customer—and happy customers stick around.
