Establishing clear expectations from the very beginning is a critical factor in managing tenant relationships. Taking the time to outline responsibilities, communicate rules, and foster open communication sets a foundation for smoother, more cooperative interactions over time. When these expectations are unclear or inconsistently communicated, misunderstandings and conflicts are more likely to arise, leading to increased frustration and potential turnover. Starting off on the right foot with tenants not only prevents many common issues but also enhances trust and satisfaction, leading to longer, more successful tenancies.
Why Starting Off a Tenant Relationship Right Matters
Positive starts are always important. The early days of a tenancy are crucial for setting the tone of the entire relationship. Clear communication from day one helps tenants feel confident in their new home, minimizes confusion, and establishes mutual respect.
When tenants know what to expect and feel their landlord or property manager is approachable, they are more likely to voice concerns early, follow the rules, and maintain the property as agreed. Additionally, a positive beginning leads to better first impressions, which often translates to tenants staying longer, paying rent on time, and adhering to lease agreements. In contrast, if tenants start off unsure of their responsibilities or feel neglected, they may be less cooperative, leading to disputes, costly maintenance issues, or early lease terminations.
Establishing Ground Rules During Lease Signing
One of the best opportunities to set expectations is during the lease-signing process. It’s essential that landlords or property managers walk tenants through every section of the lease, ensuring they fully understand the terms. Key areas to highlight include rent payment deadlines, maintenance reporting procedures, and rules about noise, guests, or common area usage. When tenants are aware of their responsibilities from the start, they are more likely to comply, significantly reducing the chances of conflict later.
Preventing Miscommunication and Conflict
Missteps in expectation-setting often lead to conflicts that could have been easily avoided.
For instance, a tenant might assume that landscaping services are included, only to be hit with unexpected fees at the end of the month for not maintaining the property outside. Similarly, if an owner or property manager fails to clarify maintenance reporting procedures, minor issues may go unreported (or not be received), so remain unresolved, eventually escalating into larger, costlier repairs. Another common example is subletting. A tenant may mistakenly believe they can sublet their apartment, and not obtain the proper permission if subletting was not clearly and specifically addressed.
Setting clear expectations from the outset is critical to avoiding these issues. Regular check-ins with tenants, especially in the first few months, can reinforce guidelines and clarify any uncertainties before they become problems. These check-ins also create opportunities for tenants to ask questions as they arise, as they may not think of everything immediately after moving in, and new questions often come up over time as the tenants settle in.
Setting Up for Success
Have a system in place to ensure all new tenants consistently get the right information and have it on hand when they need it. This will simplify the process for you, and make it easier for your tenants.
An effective way to set expectations is by providing tenants with a welcome packet outlining essential information, such as garbage pickup schedules, parking rules, and emergency contact numbers. They can easily review it at their convenience, and recheck the information whenever they need to. Another best practice is sending a friendly follow-up email after a tenant moves in, reiterating key lease terms and providing a direct point of contact for questions. These proactive measures not only clarify expectations but also demonstrate the landlord’s commitment to a smooth, hassle-free experience for the tenant.
Consistency
Even with the best of starts, it’s important to be aware that setting expectations is not a one-time event but an ongoing process. Landlords and property managers must ensure that their actions are consistent with the agreements made during lease signing. If the lease states that maintenance requests will be addressed within 48 hours, it’s crucial to meet that commitment. Following through on these promises builds trust and reinforces the tenant’s respect for their landlord. Tenants are then more likely to uphold their responsibilities in kind. Both parties know what they can expect, and know how to work together for a more successful arrangement.
Bobby Puim is the Vice President of Operations at REC Canada, where he oversees all aspects of operations, including finance, IT infrastructure, team building, and business development. He also serves as Director of Operations and Business Development at REC Canada and as COO of the Broker’s Playbook Real Estate and Mortgage Podcast.
Bobby has a distinguished background in building thriving teams, launching start-ups, and establishing business systems. His work includes starting businesses that have evolved into sustainable, scalable seven-figure models. He is also very involved in charitable efforts that have positively impacted children across North America. He is passionate about helping people discover their purpose through disciplined self-reflection and is committed to creating systematic structures for the organizations he supports. He brings a wealth of knowledge and experience in several fields.
