Who Should Represent The Voice Of The Tenant In Management?

The voice and needs of tenants play a central role in the property management of commercial properties. Owners tend to immediately recognise the need for clear tenant communication and support for their tenants. Yet, tenant voices often get lost in the mix in commercial property management. 

How can you create a receptive space for the commercial tenant voice? And who should be the representative of this voice? We explore all this below.

What Does Having a Representative Voice Mean?

Tenant representation enables clear communications and efficiency between the tenant and the owner or property manager. This representation can take on many forms. 

For example, a tenant representation broker can aid commercial tenants with lease details from the drafting and signing of the lease right through to its expiration. Such brokers represent the needs and interests of the tenants only.

However, tenants can also utilise other ways of getting their needs met by the property manager or owner. This includes contacting the manager directly, having a legal representative handle communications, and more.


The Role of the Property Asset Manager in Tenant Communications

The property manager plays a vital role in tenant satisfaction. They are the ones who need to listen to the tenants and take the necessary actions to ensure a positive tenant experience. Without an engaged manager, the interests expressed by the tenants cannot be addressed.


The property manager must:

  • Note issues and complaints
  • Liaise with the tenants or the tenants’ chosen representation
  • Maintain open and constant communications 
  • Track addressed/completed issues
  • Identify the cause of tenant complaints
  • Communicate property updates like rent increases
  • Maintain the property and its features to meet the expectations of the tenants


The property manager must take an active role in meeting tenant expectations and sustaining clear communications. They must facilitate and support the representation of the tenant’s voice in their property management.


When the property asset manager takes an active interest in tenant interests, they foster trust and confidence in their management. This helps them sustain amicable and open communication and provide accurate and relevant support as tenants need it.


How to Get the Voice of the Tenant Heard

To make sure the voice of the tenant is heard, it is key to have an effective communication channel in place.

Seamless two-way communications between the tenant and property management facilitate a better tenant and landlord relationship. Tenants can send messages, log complaints, share documents and information, feedback and more. 

With this central communication platform, landlords and property managers can better support their tenants. It promotes direct and open communication and makes it easy to manage cases and complaints and speeds up leasing and other processes.


Final Thoughts

The relationship between the landlord or the property manager and the tenant is a very sensitive one. Its success relies on various factors including clear communication, strong support, and tenant satisfaction

Prioritising the tenant's voice is necessary to sustain a good relationship and ensure tenants remain loyal for years to come.


If your organisation is looking for a tool to involve all tenants in property management for better decision-making on workplace and property strategies, have a look at Falcony | Observe.

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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