Lesson 3 – Handling Repairs and Complaints

Lesson Overview

Effective management of repairs and tenant complaints is an essential part of successful property management. Prompt responses to maintenance issues help landlords comply with their legal obligations, protect the condition of the property, and maintain positive relationships with tenants.

A well-organised repair reporting system, reliable contractors, clear communication, and accurate record-keeping can significantly reduce disputes and improve tenant satisfaction. Even when complaints arise, handling them professionally and fairly often leads to quicker resolutions and stronger landlord–tenant relationships.

This lesson explains how to establish effective repair reporting systems, manage contractors, communicate with tenants throughout the repair process, and maintain accurate records.

Learning Objectives

By the end of this lesson, you will be able to:

• Establish an efficient system for reporting repairs.
• Understand how to manage contractors effectively.
• Develop professional communication skills when dealing with repairs and complaints.
• Maintain comprehensive records of maintenance and complaints.
• Resolve issues fairly while complying with Scottish housing law.

Why Good Repairs Management Matters

Repairs are an inevitable part of letting residential property.

Managing repairs effectively helps to:

• Keep the property safe and compliant.
• Meet legal obligations under the Repairing Standard.
• Protect the value of the property.
• Reduce long-term maintenance costs.
• Improve tenant satisfaction.
• Minimise disputes and complaints.

Delaying repairs can often make problems worse and may lead to more expensive remedial work.

Repair Reporting Systems

A clear repair reporting system allows tenants to report issues quickly and enables landlords to respond efficiently.

Tenants should know:

• How to report a repair.
• Who to contact.
• What information to provide.
• What to do in an emergency.
• Expected response times.

Providing this information at the start of the tenancy helps avoid confusion later.

Methods of Reporting Repairs

Landlords may accept repair reports by:

• Telephone.
• Email.
• Online property management portal.
• Mobile application.
• Written letter.

Whichever method is used, it should be easy for tenants to access and use.

Information Tenants Should Provide

When reporting a repair, tenants should provide:

• Their name.
• Property address.
• Description of the problem.
• When the issue started.
• Whether the problem is getting worse.
• Photographs where appropriate.
• Whether the issue presents an immediate danger.

Accurate information enables landlords to prioritise repairs correctly.

Prioritising Repairs

Not every repair requires the same response.

Landlords should assess repairs according to urgency.

Emergency Repairs

Examples include:

• Gas leaks.
• Serious electrical faults.
• Burst water pipes.
• Loss of heating during cold weather.
• Flooding.
• Fire damage.
• Insecure external doors or windows.

Emergency repairs should be addressed immediately or as soon as reasonably practicable.

Urgent Repairs

Examples include:

• Boiler faults.
• Water leaks.
• Broken toilets where there is only one.
• Faulty smoke alarms.
• Broken external locks.

These should generally be dealt with as quickly as possible.

Routine Repairs

Examples include:

• Dripping taps.
• Loose cupboard doors.
• Minor plaster repairs.
• Damaged fencing.
• Internal decorating.

Although less urgent, routine repairs should still be completed within a reasonable timeframe.

Contractor Management

Most landlords rely on contractors to carry out repairs and maintenance.

Choosing reliable contractors is essential for ensuring work is completed safely and to a high standard.

Selecting Contractors

Professional landlords should use contractors who are:

• Properly qualified.
• Experienced.
• Adequately insured.
• Reliable.
• Competitively priced.

Where specialist work is required, contractors should hold the appropriate qualifications or registrations.

Examples include:

• Gas Safe registered engineers.
• Qualified electricians.
• Certified plumbers.
• Roofing specialists.

Providing Clear Instructions

Landlords should give contractors:

• A clear description of the repair.
• Property access arrangements.
• Tenant contact details where appropriate.
• Expected completion times.
• Any relevant safety information.

Clear instructions reduce delays and misunderstandings.

Monitoring Work

After repairs have been completed, landlords should:

• Confirm the work has been finished.
• Check the quality of workmanship.
• Obtain invoices.
• Keep copies of guarantees where applicable.
• Ask tenants whether the issue has been resolved.

Quality control helps maintain high standards.

Communication Skills

Good communication is one of the most important skills in property management.

Tenants are generally more understanding of delays if they receive regular updates.

Acknowledge Repair Requests Promptly

Even if the repair cannot be completed immediately, landlords should acknowledge receipt of the report as soon as possible.

This reassures tenants that the issue is being addressed.

Keep Tenants Updated

Where repairs take time, landlords should explain:

• Why have delays occurred?
• Expected timescales.
• Contractor availability.
• Temporary arrangements if necessary.

Regular communication helps reduce frustration.

Remain Professional

When dealing with complaints:

• Listen carefully.
• Remain calm.
• Avoid becoming defensive.
• Focus on finding a solution.
• Treat tenants with courtesy and respect.

Professional communication often prevents disagreements from escalating.

Handling Tenant Complaints

Complaints are not always related to repairs, but many can be resolved through effective communication.

Common complaints include:

• Delays in repairs.
• Noise.
• Damp or mould.
• Neighbour disputes.
• Heating problems.
• Garden maintenance.
• Contractor behaviour.

Each complaint should be considered fairly and objectively.

Investigating Complaints

When investigating a complaint:

• Gather all relevant information.
• Speak to the tenant.
• Review maintenance records.
• Inspect the property if necessary.
• Consider any supporting evidence.

A thorough investigation helps ensure fair decisions are made.

Responding to Complaints

Responses should:

• Address the issues raised.
• Explain any action being taken.
• Provide realistic timescales.
• Remain polite and professional.
• Be confirmed in writing where appropriate.

Keeping Records

Accurate records are an essential part of professional property management.

Good records provide evidence if disputes arise and demonstrate compliance with legal obligations.

Records to Keep

Landlords should retain:

• Repair requests.
• Emails.
• Letters.
• Telephone notes.
• Contractor invoices.
• Quotations.
• Inspection reports.
• Photographs.
• Completion dates.
• Complaint records.
• Copies of responses.

Electronic records should be securely backed up.

Benefits of Good Record Keeping

Maintaining comprehensive records helps landlords:

• Track maintenance history.
• Monitor contractor performance.
• Demonstrate compliance with the Repairing Standard.
• Support insurance claims.
• Provide evidence to the First-tier Tribunal if required.

Preventing Complaints

Many complaints can be avoided by:

• Carrying out regular inspections.
• Responding promptly to repairs.
• Communicating clearly.
• Using reliable contractors.
• Keeping tenants informed.
• Completing repairs to a good standard.

Preventative maintenance is usually more cost-effective than dealing with emergency repairs.

Best Practice Tips

Professional landlords should:

• Provide tenants with a clear repair reporting process.
• Prioritise repairs according to urgency.
• Use qualified contractors.
• Keep tenants updated throughout the repair process.
• Maintain detailed maintenance records.
• Respond to complaints fairly and professionally.
• Review contractor performance regularly.

Key Takeaways

• A simple and effective repair reporting system helps ensure issues are dealt with promptly.
• Repairs should be prioritised according to the level of risk and urgency.
• Qualified and reliable contractors are essential for maintaining safe and compliant properties.
• Clear communication with tenants helps reduce misunderstandings and build trust.
• Complaints should be investigated fairly and responded to professionally.
• Accurate record keeping supports legal compliance and provides valuable evidence if disputes arise.

Knowledge Check

1. Why is it important to have a clear repair reporting system?

A. To reduce the number of tenants.
B. To increase rent.
C. To allow repairs to be reported and managed efficiently. ✅
D. To avoid carrying out inspections.

2. Which of the following is an example of an emergency repair?

A. A loose kitchen cupboard handle.
B. A cracked floor tile.
C. A burst water pipe causing flooding. ✅
D. Peeling wallpaper.

3. Who should carry out specialist gas work in a rented property?

A. The tenant.
B. Any handyman.
C. A Gas Safe registered engineer. ✅
D. The landlord.

4. What is one of the most effective ways to reduce tenant complaints during repairs?

A. Ignore telephone calls.
B. Delay responding until the repair is complete.
C. Keep tenants informed about progress and expected timescales. ✅
D. Only communicate verbally.

5. Why should landlords keep detailed records of repairs and complaints?

A. To increase insurance premiums.
B. To avoid speaking to tenants.
C. To demonstrate legal compliance, monitor maintenance, and provide evidence if a dispute arises. ✅
D. To reduce the need for inspections.