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Confused Tenant Syndrome

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As a landlord or property owner, there are two things that can be your worst nightmare:

1. An apathetic, destructive tenant


2. A tenant who is simply confused by who is running the show

Let’s skip the first reason (I think we all know why that is obvious) and let’s talk about reason #2. The job of the property manager is to manage and oversee the affairs of the property owner’s investment (see our list of services). What is the value of this kind of service? The value is huge. As a property owner, you want to reap the benefits of investing in real estate, not deal with the headaches that may be caused by people for whom that is not the top priority. Property Management companies like ourselves are the middle-men (and women) whose responsibility is to ensure things run smoothly for you on an on-going basis. Your role as the owner and our role as the manager is clearly defined.

But, what about when the roles are clearly defined, but not clearly performed? Your property may have just been diagnosed with what we call Confused Tenant Syndrome (CTS). Confused Tenant Syndrome can be triggered by several things, including the below:

1. Lack of communication between Property Manager and Tenant
2. Break in communication between Property Manager and Property Owner
3. Missed opportunities by the Property Manager to perform excellent service to the Property Owner and Tenant
4. Micro-management by property owner

Would you ever imagine that an otherwise good tenant can become dissatisfied with the performance of a property manager and become an apathetic, destructive tenant? Is is absolutely possible!

However, I have some good news. There are ways to deal with these types of scenarios. Here are some pointers to successfully prevent or treat CTS.

1. Allow the property management agreement to be the standard. This should clearly define the services that the PM should perform.

2. Ensure the communication channels are completely open. Transparency and honesty are key even when it creates potentially uncomfortable conversations. It is worth it in the long run. Everyone should be on the same page.

3. Solve problems efficiently and effectively. If a tenant has an issue that needs to be addressed, it is the responsibility of the PM to see it through to resolution. The tenant should never feel like they must reach out to the owner for something to be done.

4. “Ghost” Landlords. Technically, the tenant never needs to know who the landlord is. It is the PM that is ultimately providing the service whether it was getting the unit leased, collecting the rent, or coordinating maintenance. An effective PM makes the landlord look good.

We understand that your property may very well be your most expensive investment. A great PM like ourselves can ensure that your investment does not become your headache.

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Realty Mogul Property Management is your premiere choice for a full service property management company. Our expertise is managing residential, multifamily and commercial buildings which includes single family homes, condominiums, townhomes and all sizes of apartment buildings and homeowners associations. We are committed to maximizing each and every clients investment and/or portfolio to its full potential.


Realty Mogul Property Management, LLC
Phone: 201-492-6499
Fax: 201-492-6499