How to encourage a positive landlord-tenant relationship in 2023

11 tips from Seeff on how to keep your tenants happy, profits rising, and property protected in South Africa today

A great landlord-tenant relationship is like a good friendship: built on trust, understanding, and clear communication. However, like some friendships, it can get ugly - and there’s more at stake than just your mutual acquaintances. As a landlord, you need to earn an income from renting your property. That means you need to prioritise a great landlord-tenant relationship. 

The Importance of a Positive Landlord-Tenant Relationship

• Boosts Tenant Retention: Finding and onboarding new tenants is time-consuming and costly, especially if you don’t have the assistance of an experienced Property Practitioner. 
  
  However, a positive relationship encourages tenants to stay longer, reducing the costs associated with vacancies, advertising, and tenant screening.
  
  
• Builds Positive Reputation: Word-of-mouth is powerful. Satisfied tenants are more likely to recommend your property to friends and family or leave positive online reviews, attracting quality future tenants.
  
  
• Mitigates Conflict and Legal Risks: A respectful and open relationship often leads to amicable solutions to potential disputes. It minimises misunderstandings that can escalate into legal issues, saving you both time and money.
  
  
• Enhances Personal Satisfaction: Being a landlord can be stressful. Building positive relationships with tenants can make the job more enjoyable and fulfilling, and knowing you have responsible and respectful tenants can reduce anxiety about property care and rent collection.

Landlord-Tenant Relationship Tip #1: Communicate Openly

Make yourself available and approachable through email, phone, or even an occasional face-to-face chat to build trust and prevent misunderstandings. Encourage tenants to reach out with concerns or questions and provide clear channels for communication.

For example, if you plan on doing some construction, let your tenants know beforehand and provide detailed information so they know what to expect and how long the disruption will likely last.

Landlord-Tenant Relationship Tip #2: Respect Privacy

Respecting privacy means giving proper notice before entering the tenant's space and limiting intrusions to necessary visits, like repairs or inspections. If you need to perform routine maintenance, we recommend sending an email in advance detailing the date, time, and purpose of the visit. This demonstrates respect for the tenant's privacy and allows them to prepare for your entry.

Your tenant's home is their sanctuary; unexpected intrusions can feel like an invasion. Respect their privacy, and you’re fulfilling legal obligations and honouring personal space.

Landlord-Tenant Relationship Tip #3: Be Flexible

Rules are essential, but showing understanding in special circumstances can go a long way. If a tenant loses their job and requests a temporary adjustment in the payment schedule, accommodating this request (if feasible) shows empathy and can help retain a responsible tenant.

Landlord-Tenant Relationship Tip #4: Handle Disputes Professionally

Disagreements can happen, but how they're managed can define the relationship. Stay calm, listen to the tenant's concerns, and seek to understand their point of view. If necessary, consider professional mediation.

If there's a disagreement over a repair issue, offering to meet with a mediator can demonstrate your commitment to resolving the problem fairly. Your willingness to find fair solutions shows leadership and integrity and sets a positive example for all future interactions.

Landlord-Tenant Relationship Tip #5: Foster Renewals 

Good tenants are like gold; when you find one, you'll want to keep them. Consider offering incentives like a small rent discount or a free cleaning service for renewing the lease. If a tenant has been responsible and punctual with payments, offering a one-time discount on the next month's rent for renewal can foster loyalty.

Landlord-Tenant Relationship Tip #6: Provide Clear Move-Out Instructions

Move-out instructions can minimise stress and potential conflicts at the end of the lease. Provide a detailed checklist that includes expectations for cleaning, key return, and other move-out responsibilities.

Moving is stressful enough without ambiguity about what's expected during the move-out process. Offering a clear, step-by-step guide can ease anxiety and leave everyone parting on good terms. 

Landlord-Tenant Relationship Tip #7: Build Personal Rapport

Building a genuine but professional relationship with tenants can contribute to a more positive living experience - for both parties. A smile, a friendly greeting, or even a congratulatory note on a tenant's graduation can turn a business relationship into a community.

While it’s imperative to maintain professional boundaries, your genuine interest in your tenants' lives creates an environment where people feel seen and valued.

Landlord-Tenant Relationship Tip #8: Maintain Property

Investing in regular maintenance and cleanliness of the property shows that you care about the tenants' living experience. For example, promptly addressing a tenant's request to fix a leaky faucet or regularly cleaning shared common areas creates a more attractive and comfortable living environment.

Regular maintenance isn't just about property value or upholding your landlord responsibilities; it's about showing your tenants that you care about their daily lives. 

Landlord-Tenant Relationship Tip #9: Provide Notice for Changes

Provide ample notice if changes are needed, whether in rent or property rules. If you need to increase the rent, explain the reasons and provide sufficient notice (as required by law) to maintain transparency.

A sudden rent rate hike or renovation can catch a tenant by surprise, and not in a good way. You want to clarify that you’re not trying to manipulate them or sneak something by hoping they won’t notice.  

Landlord-Tenant Relationship Tip #10: Lead By Example

Lead by example in your behaviour and respect for the property, and you set the tone for what you expect from your tenants. If you want tenants to recycle, provide clear recycling bins and instructions. By demonstrating that you follow the rules and care for the community, you encourage them to do the same.

Landlord-Tenant Relationship Tip #11: Clearly Define Lease Terms

Creating a clear lease agreement is akin to laying the foundation of a building; it's where everything begins. Think of your lease as a roadmap that guides both you and your tenant through the rental experience. You want to include everything from the rent amount and pet policies to subletting and ensure each point aligns with local laws.

For example, spell out the process for requesting repairs so that when the faucet starts dripping, your tenant knows exactly whom to call, making life easier for both of you.

What Act Controls the Landlord-Tenant Relationship? 

In South Africa, the landlord-tenant relationship is mainly governed by the Rental Housing Act No. 50 of 1999. This act covers various aspects, such as:

• Lease Agreements: It provides guidelines for what should be included in lease agreements and emphasises that the lease must be fair and just.
  
  
• Deposits: The act sets rules for handling deposits, including how and when the deposit should be refunded.
  
  
• Rental Increases: It outlines the procedures for rental increases, including the frequency and amount of increase.
  
  
• Rights and Obligations: The act spells out the rights and obligations of both the tenant and the landlord, including maintenance responsibilities.
  
  
• Evictions: It sets forth the conditions and procedures under which a landlord can lawfully evict a tenant.
  
  
• Dispute Resolution: The Rental Housing Act establishes the Rental Housing Tribunal, which provides a free service for resolving disputes between landlords and tenants.

The Consumer Protection Act (CPA) of 2008 also plays a role in landlord-tenant relationships in South Africa, particularly in regard to lease terms and the notice period for terminating leases.

At Seeff, our landlord services help you maximise your investment. From finding a quality tenant, collecting rent, and marketing your property, to managing it, we take the hassle out of the process.

For more resources, explore our blog explaining landlord maintenance responsibilities. If you’re a first-time landlord, here are some frequently asked questions and tips from our team to advise you in this exciting undertaking.