Tenants surprised of amazing fast service (their words)

[Mike Adams]

We have some new tenants in a new building we just finished renovating. One of the tenants reported a list of a few things the contractors missed, nothing that big, but annoying and troubling to her and her family. She submitted the support ticket at around 7am, and we had the 1st issue resolved at around 12:30pm after a tech went out and took care of the issue. She then wrote us a note thanking us for the amazingly fast service and turn-around time. Since we've transitioned from outsourced "property management" to in-house property management, we've been getting these messages more and more. Granted, we only manage around 50 units, so it's still pretty easy for us to manage. However, that makes me question; what are many renters experiencing from other property management companies?

Anyone ever think that the property managers, in general, give landlords a bad name, and not the other way around?

[Kevin M.]

I think it has more to do with the quality of the landlord or property manager than their role in the tenant-PM-owner relationship.

On the flip-side, as a property manager I often feel that my hands are tied by the owner to provide quality responsive maintenance toward a tenant. 

If I get a 7am notification from a tenant that a 12 y/o dishwasher stopped working, at 8am I will forward the ticket and probably recommend a replacement to the owner. This owner (by the nature of our contract) must approve this expense before I can move forward with the repair. Maybe it takes 2 days to respond? Maybe he asks me to get two quotes from repairmen first? Maybe he simply says 'can't afford right now maybe next month'. 

Generally speaking I actually agree that property managers need to be better- but for every property manager there is an owner behind him holding the checkbook...