Six tips for calming conflicts between landlord and tenant

When you’re managing a large portfolio of properties, you’ll inevitably confront a conflict between a landlord and their tenant. You can transform your approach by viewing these challenges as opportunities to demonstrate your prowess at negotiating resolutions. Your focus on your own professionalism will likely strengthen client relationships in the process. 

Here are six essential behaviours that will help you:

1. Empathetic communication

The cornerstone of conflict resolution is effective and empathetic communication. Before you explain or argue, master the art of active listening. Communicate promptly and transparently, using plain, respectful language that is free of jargon. Timely responses can clear the air, build understanding and preserve relationships.

2. Be problem-focused

Understand a dispute's root cause. Conflicts often arise from unmet expectations or perceived debts. Maintain an open mind, research the facts and recap both sides of the story. Calm the protagonists by listening, showing empathy and then pivoting to the actual issue.

3. Collaboration cools everything

When conflicts escalate, your role transforms into a neutral mediator. Arrange meetings where all parties can speak respectfully. Help them identify common goals or shared interests to foster collaboration. Encourage brainstorming solutions and discuss the pros and cons of each idea, aiming for a mutually satisfactory agreement.

4. Know the law

Understanding legal obligations and responsibilities is non-negotiable. Familiarise yourself with your state's residential tenancy legislation – your legal blueprint. You’re legally bound to adhere to property maintenance and safety regulations, including prompt repairs and functional safety devices. 

5. Don’t delay

Addressing issues promptly prevents emotions from flaring. Set clear expectations and foster transparency through open communication. Ignored requests for repairs are a primary reason tenants leave. 

6. Keep records

Detailed record-keeping is your strongest defence should fingers ever be pointed in your direction. Document every interaction, discussion and action. Solid records, including detailed condition reports and photos, are vital for resolving bond disputes and protecting yourself if issues escalate.