10 Tips for a Successful Landlord–Tenant Relationship

By Kimberly Rau, MassLandlords Writer

Your town’s building and health inspectors are experts when it comes to building codes and the state sanitary code. They’re the ones who ensure compliance on new construction and renovations. They are also the ones who answer the call when a tenant requests an inspection on their rental property.

Building inspectors have seen it all. Here’s how to keep things running well in your rental units.
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In other words, when it comes to rental properties, Massachusetts building and health inspectors have seen just about everything. In a small municipality, one person may hold both of these jobs.

One local director for his municipality’s inspection services department told MassLandlords that “much of the reason ISD gets complaints about properties is because of a lack of communications and ensuing frustration.” What followed were his top 10 tips for avoiding a tenant complaint in the first place. He is not being named in this article because a follow-up email requesting permission to attribute these suggestions to him was unanswered as of press time.

#1: Communication is Key

The first, and probably most important, suggestion boils down to communication and check-ins on a regular basis. (Ironically, we have not heard back from our inspector about whether we can attribute this great list to him by name, but the point stands nonetheless.)

“Be reliable and available,” he stated, noting that your business investment is your tenant’s home.

“If something goes wrong, tenants need to know that the problems in their homes will be fixed immediately. Is there a phone number clearly posted on the building showing who to call in the event of little problems or big emergency?” (Note: under the state sanitary code, unless you or your property manager live onsite, you must have signage telling your tenants and members of the public how to contact you.)

In other words, if you are responsive to your tenants and receptive to what they have to say, chances are you are going to nip problems in the bud before they get bad enough to warrant an inspection request. Tenants who feel as though their landlord takes their concerns seriously are also more likely to let their landlords address them.

#2: Be Responsive; Manage Expectations

Don’t wait until something major breaks to start trawling the internet for contractors or service providers.

“Have reliable contractors ready,” our inspector wrote. “Have back-up contractors ready.” Think about when things are likely to break and have a roster of people you can call in case the first person isn’t available. Sure, the furnace could break in July, but if it goes in the middle of a cold snap in January, you may find yourself in a long line of people looking for help for the same problem. Having a number of providers you can contact will help you get the problem addressed in a timely fashion. Remember, “sorry, my plumber isn’t available” is not an excuse for having a unit that isn’t up to code.

No matter how fast or slow the turnaround for a repair is, it’s important to communicate those timelines to your tenants. Be compassionate; depending on the issue, this could affect how they are able to use their home. Confirm with them that they understand and are okay with the proposed timeline. (You may need to gently remind them that every plumber in the city is busy in the event of a sewer backup, for instance.)

If you are going to be out of town or otherwise unavailable, make sure you have a designated responsible person to act in your stead, responding and making decisions so your tenants always have someone watching out for them.

#3: Register Your Units with Your City

Some municipalities in Massachusetts, including Boston, require landlords to register their rental properties with the city or town. But even if your city does not require registration, if there is an optional registry, our inspector suggests you get your rental properties on file with the appropriate department.

This is beneficial because the city will have the most up-to-date contact information for you in the event that a problem arises. Yes, you should be making this information available to your tenants (who will ostensibly pass it on to the city if an inspection is requested), but this is another great way to be a proactive landlord.

#4: Always Get Permits

Not only does getting work permits for jobs that require them keep you on the right side of the law, it also keeps you on your tenants’ good side. A permit, our inspector says, ensures that the contractor doing the job is qualified and serves as proof that the problem was fixed by a licensed professional. (Remember, plumbing and electrical work require licensed contractors under state law.) It also shows your tenant that you are committed to fixing problems the correct way.

#5: Maintenance is Key

The best way to fix a problem is to keep it from becoming a problem in the first place. This means paying attention to the things that are likely to need upkeep before they break.

“Maintain appliances as recommended by the manufacturer,” our inspector wrote. “My guess is this is rarely done. Some systems require monthly, quarterly or annual check-ups.” Keep a record of your maintenance work and get permits if necessary.

When you are thinking about maintenance, don’t stop at big-ticket appliances such as furnaces and air conditioning systems. Get your heating system inspected annually, yes, but then think smaller. For instance, are your smoke detectors in compliance? Detectors with replaceable batteries are no longer acceptable under the state sanitary code.

This may seem time-consuming and expensive, but it’s almost certainly cheaper than the alternative. If you’re not sure where to begin, we suggest reviewing our annual maintenance checklist.

#6: Define and Delegate Responsibilities

As the landlord, you know you’re responsible for repairs and maintenance on things that come with the apartment (if the fridge you provided breaks, you must repair or replace it, but if your tenant breaks the window fan they brought with them, that’s on them). But other things are not so clear, and can lead to miscommunication and frustration down the line.

When your tenant signs the lease, that’s a great time to go over expectations from both parties. Who is responsible for clearing snow from the driveway? What about the sidewalk? Who will mow the grass in the summer? In a multi-unit rental, does the tenant have the right to store anything in the basement or yard? (Our inspector reminds you that allowing tenants to store things in the hallway is not a great idea.)

Moreover, is the tenant allowed to run a home business out of the place? What if that home business has foot traffic that could disrupt other tenants (or potentially violate zoning laws)? (Our rental agreement says “no businesses.”) Is the tenant allowed to smoke on the property? Can the tenant use the driveway to repair automobiles or change oil?

Setting these boundaries ahead of time will save you the headache of trying to negotiate repairs or maintenance down the line, and will prevent an “I didn’t know I couldn’t do that!” argument in the process.

#7: Give Your Tenants the Tools They Need

A tenant who has a home they can be proud of is a happy tenant. A landlord with tenants who are proud of their home has a much easier job than a landlord with tenants who don’t take care of the place.

But, taking care of a home requires the right tools for the job. Are you more likely to fix a problem right away if you have the right tools at hand, or if you have to go to the store (or ask someone else for them)? The same is true for your tenants. If you want a neat, clean property that adds value to the neighborhood, then you need to be proactive.

Make sure there are enough trash bins (and recycling and yard waste bins, if applicable), and that any onsite dumpsters are both of adequate size and emptied frequently enough that they aren’t overflowing. (All dumpsters should be equipped with a lock only your tenants can access.) We do not recommend you have your tenants perform outside maintenance, but if you do go that route, make sure they have good-quality tools, such as appropriate snow shovels.

#8: Understand the Sanitary Code

Otherwise known as 105 CMR 410, the state sanitary code sets the standard for habitable living in Massachusetts. As a landlord, you must read and understand what that means for your rental properties. Understanding the minimum standards of living is paramount to keeping your tenants happy and avoiding getting cited for code violations.

#9: Be Professional

“Adhere to contracts and deadlines in contracts,” our inspector wrote. “Give adequate notice of deadlines [and] consider reaching out verbally to tenants to let them know a notice is in the mail.” This notice could be a lease renewal, termination of tenancy or notice of scheduled maintenance of repairs. By not taking your tenants by surprise, you are creating a better path of communication, which helps encourage positive interactions.

#10: Take Pride in Your Rental

Remember point 7? You want your tenants to take pride in their home, but ultimately, that starts with you.

“This means fixing the little things like broken windows, broken cabinets, holes in walls,” our inspector wrote. Freshen the paint. Repair broken shingles and siding. Keep your home looking good.

“Appearance is important to the tenant respecting the property and the community respecting the neighborhood,” he concluded. In other words, treat your tenants like customers and be proud of the product you are offering for rent.

Conclusion

At the end of the day, there are no perfect landlords and no perfect tenants, and no tenancy is going to run 100% smoothly all of the time. But by using some common sense and adhering to the law and best practices, you can set yourself – and your tenants – up for success.