The tenant says, "It's not my fault." The landlord replies, "Everything was fine before the lease."
And the tug of war begins.
Meanwhile, after years of experience, I see that many situations aren't black and white. Sometimes the landlord is right. And so is the tenant.
And that is when you need someone the most who, instead of choosing sides, can find a reasonable solution.
1. "The washing machine broke down. It was working when I moved in."
The owner is right: the equipment was delivered in working order.
The tenant is also right: he used it normally and it is difficult to expect him to be responsible for the failure of a device that is several years old.
What now?
Instead of starting the discussion with the question "who will pay?" , you first need to determine why the washing machine broke down.
Natural wear and tear? Part failure? Improper use?
Only the diagnosis provides the basis for further decisions.
A good manager first establishes the facts, then seeks accountability. Not the other way around.
2. "The apartment after a year does not look the same as it did on the day it was handed over"
The owner inspects the apartment and sees: scratches on the walls, marks on the sockets, a warped mattress.
The owner is right: the apartment looked better a year ago.
The tenant too: he actually lived there for a year.
A rented apartment is not an exhibit.
Each month of use represents a certain degree of wear and tear. It's the manager's job to distinguish between normal wear and tear and actual damage .
This is especially important when settling a deposit, when emotions are at their highest on both sides.
3. "I want a new mattress"
The tenant says the mattress is uncomfortable and worn out.
The owner responds:
“He was in the apartment when you were looking at it.”
And they both may be right.
The tenant did indeed approve of the furnishings during the viewing. However, after a few months of use, it may become apparent that a piece of furniture actually needs replacing.
The question remains:
Is it worth winning a mattress dispute if it results in losing a good tenant?
Sometimes the decision doesn't come down to who is right.
It comes down to what is most profitable for the owner in the long term.
4. "I didn't report it earlier because it didn't bother me"
Damage occurs when the apartment is handed over.
Owner:
“Why didn't you report this earlier?”
Tenant:
“Because it didn’t stop me from using the apartment.”
The owner is right – the problem should be reported.
The tenant may also be telling the truth – for him a minor defect may indeed have been irrelevant.
However, within a few months, a small leak, crack or moisture could turn into a costly repair.
Therefore, one of the elements of a good lease is to teach the tenant that reporting defects does not mean reporting oneself.
On the contrary.
A good tenant reports problems promptly because this protects them and the property.
6. "I want to check the apartment"
The owner says:
“It's my property.”
And of course it is.
The tenant responds:
“But this is my home now.”
And he is also right.
This is one of the best examples of why clearly defined boundaries are needed in a lease.
The owner has the right to take care of his property and know what condition it is in.
The tenant has the right to privacy and peaceful use of the space for which he pays.
It is possible to reconcile one with the other – if the rules for visits and inspections are established in advance and communication is based on mutual respect.
7. "I want to end the contract early"
The tenant found a job in another city and wants to move out.
The owner responds:
“We signed a contract for one year.”
He's right.
The tenant responds:
“I couldn't have predicted that my life would change like this.”
It's hard to deny that he was right.
This is where the difference between enforcing your position and managing the situation comes in.
Instead of starting a conflict, you can consider whether it is possible to find another tenant and end the current contract in a way that will not cause a loss to the landlord.
This will not always be possible.
But it's worth checking first.
The manager should not be a judge
A good manager should not be a megaphone for one party.
It should be a filter between emotions and decisions.
Therefore, when conflict arises, the first question should not be:
"Who is right?"
Much more often I ask:
“How can we solve this?”
Because sometimes the owner is right.
Sometimes a tenant.
And sometimes they are both right at the same time.
And it is situations like these that best demonstrate what good management really is.