Topic: Tenants Not Following Rules - New Property Manager

I just took over the reigns as a property manager of a small 36 unit complex. The previous manager did not keep up the property or enforce the rules. As a result, I have tenants who are not keeping their dogs on leashes or picking up after them and cigarettes butts and other litter everywhere. Many of the residents have been talked to about these issues, but it has been inconsistent at best.

I have not yet sent out my introduction letter but I would like to include a paragraph to let them know that I will be enforcing these rules while still setting the tone as friendly and welcoming, but I'm not sure how to word it. I would appreciate any advice or help I could get, thank you.

Keep your introduction letter light and friendly. Stick to the introduction and just let them know that one of your responsibilities as a property manager is to enforce the policies but do not get specific. Once you learn who the offenders are talk to them personally. Don't just tell them they are breaking the rules but explain why. We get so used to saying you are doing something wrong but not giving them the reason it is wrong. But let them know you want to keep the community pet friendly if everyone sticks to the policies. Good luck with your new property!

Congratulations, Amanda! Hope you are settling in - it is always disheartening to come on board when there are problems, but is a great opportunity to make a difference. Whenever I have a new manager, leasing consultant, maintenance supervisor, etc. come on board, I like to write a letter to the Residents introducing him/her to the Resident. These days, it's also nice to post it and a photo on the community facebook page. It need not be something elaborate, but it should say something about your experience, enthusiasm and that you are being supported by your management company.

If that did not happen, and it is too late in your opinion to do it, I would not talk about rule enforcement in the initial contact. I usually wait a couple of weeks, and prior to the new month/rent due date, I post on every occupied door and mail it (or email it) to every resident a letter about Policy, Procedure and that "although in the past, the rent collection policy may not have been followed according to company procedure, it will be beginning September 1, 2014 ..." Make every effort to add support language from the lease to reinforce the rules are right there in black and white and you will ensure that the property runs smoothly. Keep it positive and factual, short and sweet. You might consider including your Regional Manager's contact information, too, because from my experience, you usually have a few residents who like to test it out and want to complain that you are making them pay their rent on time - and how dare you.

If you have any other specific questions, feel free to contact me!

Hello Amanda, I would have a little get together for the tenants to meet the new manager. I would let them tell you what they see as the community problems. Some of them may not want to talk in front of others and would rather leave you something in writing.

Sometimes you can lead issues by saying here are some current issues and how are we as a community going to address them, so that we have a safe, healthy, and pleasing commmunity to live in as well as have people visit?

Normally, I find in a communnity you have a couple of people that are the real violators and you have others that would like to have it stop. There are others that say, well they are not stopping it, so why should I mind and become part of the issue as well because not one is stepping up to the plate.

Getting buy in and working on the issues as a community, I have found to be fairly successful!

Course also know that I am a big fan of Mindy as well because she comes from a common sense approach as well as having years of experience. I am just throwing something else out there which may be an option as well.

Thank you for the words of encouragement and advice. I really appreciate the support and you all have given me a lot of good ideas. I'm always open to any additional advice! Thanks again!

Hey Amanda,

Congrats on the new position. I have first-hand experience coming into a property when the previous manager wasn't very strict and it's quite the adjustment. The only words of wisdom I can offer is that sometimes residents that don't follow the rules, after having ample opportunity, just need to go. It's better to lose one resident that doesn't follow the rules than it is to lose 2+ good residents that do. "Cleaning house" is never an easy task but if you want the reputation, curb appeal, and charm of your community to survive it has to be done.

I think a community meeting is a great idea since the community is smaller. Residents like to be heard and feel like they are a part of something. It's also a great forum to discuss your objectives, goals, and uncover any pending concerns that were not resolved by the previous manager. :) Doing something like that will allow the residents to see that you care about the community and odds are they will respect you for it.

Good luck!

I find myself in somewhat the same circumstances as the original poster. A smaller community 130 apts over 30 years old. It has a stellar location, good crime reputation, and with the exception of few looks typical as an older mature community. Some residents have been on property over 10 years. Largely retired residents but the demographics are changing with a fresh stream of professionals moving in. They desire to see the curb appeal updated and refreshed . They also are being "trained at move in" on the community rules. Former managers did not enforce the community polices regarding patio compliance, or common areas/yards around the patio. Residents have planted all manner of plant materials in beds, made beds, placed statues,bird baths, vegetable gardens etc..installed brick pavers to extend the patio and make walks ( not installed professionally), garden fencing etc.. then there is the gas grill removal causing angst.They tell my landscapers not to touch their yards or trim plants in common areas because they planted them. Some of the mowers can not get around potted plants they have placed in the yard.

As the new manager, I gave it over three months before I started with an initiative to get residents to clean-up their patio to the standards of the lease. I started with a pressure washing and repainting concrete patios initiative and cleaning up trees, gutters, updating signage etc..Some residents are refusing to participate and these are the ones who have taken over the yards as well, claiming they have lived this way for years. Two questions : What do you say to a resident "why did your other managers fail to uphold lease?" and Why are you enforcing things now? after all these years?... How can you change or enforce these rules now when for the last three leases nobody else had a problem with my grill or potted plants out in the yard? In fact former managers apparently told them they make themselves at home and had patio contests to encourage gardening. None of these were sanctioned by corporate and happen without their involvement.

While I state that previous managers failed to enforce the rules it reflects poorly on the management company for being inconsistent in management of the property but how can you advert this? Well after you leave the next manager may be more lenient like the last two. I can 7 day but I was looking for ways to get buy-in even from my grumpy seniors who see no problem with their personal gardening items all over the common areas and maintaining "their" yards or plants. Can you take back the property successfully when they have run the show for so long? Someday I suppose we will need to restore the original landscaping of basic grassy yards and deal with pavers that have altered building drainage...its just a big challenge to whip this community back into a professionally managed community where all the resident abide by the lease and addendum's.

I'll bet a lot of us have been through this. I had tenants planting a garden with corn and everything else right behind their patio. I told them to dig them up and put them in pots on the patio.

Would it be possible to give the tenants 30 days to remove the plantings they cherish to pots on the patio?
Could maintenance help them? Or volunteers in the community?

I would give them enough time to dig them up and put them in pots. You are not taking them away, just relocating them. If they can't afford them, would management allow you to buy a couple of really large ones? Or maintenance build them a wood box the length of the patio?

What about a community garden area? I'm using an old sandbox at the playground to plant vegetables.

Ask them to remove them to the new community garden for everyone to enjoy, but they have to go!!

It's one thing to come on board when rent collection and tenant selection criteria were lax, it is completely different in this situation. My question is this: is the problem that the residents' patio plants and gardens are causing the NEW landscape contractors problems maintaining routine lawn care and mowing? Or, is the real problem that you feel the need to control with a strong arm? Meaning no disrespect, I would suggest asking that and answering that first.

I do not personally see a problem with Resident planting and gardening and I always encouraged my residents to plant around the buildings and have allowed patio extensions. I created an Addendum for the "rules governing this" so to speak so there was a measure of control. We did create a community garden where we usually had twenty families plant veggies and sunflowers, etc. Our landscaper would till it in the spring and participating residents paid a rental fee for their garden plots and people many times rented 2 or 3 plots.

Residents like being able to plant things. It reminds many retired people of the time they lived in a house with their own yard. And exactly like former managers, allowing them the freedom to plant some flowers around their own patio spaces, encouraged long tenancy and the warm feelings of being at home in an apartment community. This is exactly what I would want. Finally, if you feel residents have gone "too far" perhaps management would fence enclose "back yard areas for all the ground level apartments and tell residents with this addition, they MUST maintain or hire someone to maintain that yard space.