5 Obstacles For Memorable Tenant Experiences

As a property manager, having happy tenants should be your top priority. You need to consider what issues your lessees face and how to deal with them efficiently. Here are five common challenges that landlords and property managers face when trying to establish excellent tenancy.

1. Knowledge gap

If your rental company uses outsourced workers to deal with issues, you cannot guarantee a 100% resolution to the problem. Sometimes, even the people you hire (i.e. plumbers/engineers) don’t have all the knowledge they need to deal with the problem resulting in: 

  • Delays and progress bottlenecks
  • Dissatisfied holders
  • Additional costs for follow-ups


  • Create better tenant reporting channels so the experts have a clear idea of the problem before-hand.

2. Communication gap

Renting is a big decision. Tenants want all the information they need about their rental, such as the environment of it and any legal and financial implications there may be. 

It’s also important to inform tenants about changes or occurrences in their space, whether you believe they affect them or not. It’s always better to overshare rather than to leave tenants lost and in the dark. 


  • Implement a tenant communication tool - they can offer several benefits, including keeping tenant information updated.
  • Once implemented, publish regular tenant announcements via your tenant communication tool.

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3. Non-existent feedback loops

Feedback is a vital part of improving your tenant communication channels. For example, a tenant calls to report an electrical fault in your building’s corridor. In the week following that, they don’t receive any response to their report and the issue is not resolved. The result: a disgruntled and unhappy tenant with no idea of the progress of their issue.


  • Use a platform to receive reports and give tenants feedback and progress updates that they can access in real-time.

4. Siloed systems

There is another aspect of communication to consider: how your employees communicate internally. 

Right now, you might have one manager per rental. This becomes an issue if, for example, a tenant makes contact with their manager to enquire about an additional billing and the response is, “I’ll have to call you later so I can check with our accounting department.” Divided communications are just inconvenient. 


  • Create an accessible database across departments so that it's easy to share information.

5. Measurability gap

It can be difficult to understand the extent of the assistance that is needed from a description over the phone. On the other hand, mailing often results in delays. Tenants also do not want the inconvenience of a consultation visit to identify the issue before fixes.

You need to find a way to measure problems clearly so that you can prioritise and deal with more serious issues quicker.

  • Use a good reporting platform with accessible, easy-to-fill reporting forms.
  • Use the platform to conduct live-chats where tenants can attach videos and pictures to explain the issue and its severity.

Final Thoughts

Providing the best tenant experience is good for your business, reputation and bottom line. With these easy solutions, you can ensure better tenant experience and keep them renting for longer. 


If you're looking for a platform for tenant communications, we've got you covered. Falcony | Observe is easy-to-use, boosts two-way communication, has customisable workflows, vast integration possibilities and more. Start your 30-day trial or contact us for more information.


We are building the world's first operational involvement platform. Our mission is to make the process of finding, sharing, fixing and learning from issues and observations as easy as thinking about them and as rewarding as being remembered for them.‍

By doing this, we are making work more meaningful for all parties involved.

More information at falcony.io.

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