Surviving (and Thriving) with a Property Manager Who’s Not Always on the Ball

As a leasing agent, I’m often asked by new tenants what it’s like working with our property management team. And, I’ll be honest, there are days when that question is a bit tricky to answer. It’s not that I don’t love the team or that we don’t get things done. It’s just that, sometimes, the road to getting things done feels a little more like a scenic detour than a straight line.

Property managers are a unique breed. They’re the bridge between tenants and the building’s owners, tasked with ensuring everything runs smoothly. But like any group of people, not all of them are created equal. Some property managers have a sharp sense of detail, while others—well, let’s just say their strengths might lie elsewhere.

So, if you find yourself in a situation where your property manager isn’t quite as on top of things as you’d hoped, don’t panic. There are ways to navigate this scenario without pulling your hair out.

1. Patience is Key (But So is Persistence)

First things first: It’s essential to stay calm and patient. I know, I know—your air conditioning’s been out for a week, your plumbing issue is still unresolved, and you haven’t seen a maintenance person in ages. But here’s the deal: Property managers can sometimes get bogged down by a million other tasks, which means your request might slip through the cracks if you don’t stay on top of it.

Pro Tip: Politely follow up. Send an email or make a phone call to remind them. If they’re not the quickest to respond, you can still be friendly, but firm. A little nudge can go a long way.

2. Document Everything

This might sound like an overstatement, but when you’re dealing with less-than-perfect property managers, having everything in writing is your best protection. From maintenance requests to communication about rent payments or lease questions, keeping a record ensures that you have a trail of conversations, agreements, and promises.

Pro Tip: Send emails instead of relying on phone calls whenever possible. Emails give you documentation and a timestamp. If you need to escalate the issue later, having those emails will make all the difference.

3. Don’t Assume It’s Personal

When things don’t get done right away or your questions are met with confusion, it’s easy to jump to conclusions and assume the property manager is ignoring you or just doesn’t care. But the reality is that they’re often juggling a lot of different responsibilities. They may not always be the sharpest tool in the shed, but that doesn’t mean they’re out to get you.

Pro Tip: When you need something done, be as clear and specific as possible. The more detailed your request, the harder it is to misunderstand. If you need something fixed, outline the issue, where it’s happening, and how long it’s been going on. This helps avoid any confusion.

4. Understand the Chain of Command

When dealing with a property manager that isn’t the most efficient, knowing who to contact can save you from unnecessary frustration. Often, the person you’re speaking to is just a middleman (or middlewoman), and the real decision-makers are higher up the chain. If your property manager isn’t responding to your needs in a timely manner, don’t be afraid to escalate the situation to someone with more authority.

Pro Tip: Start by speaking with the property manager. If the issue persists, calmly ask for the name and contact information of their supervisor or the person responsible for making decisions. Be respectful but assertive—it’s your home, after all.

5. Stay Professional (Even If They Don’t)

It can be incredibly frustrating when you feel like your property manager isn’t pulling their weight. Maybe they forget to send out maintenance requests, or they give you conflicting information about rent payment deadlines. It’s easy to let your frustration show, but staying calm, professional, and polite is crucial.

Remember, you’re more likely to get the results you need if you’re clear and polite, even when things aren’t going well. Reacting emotionally won’t get you far, but keeping a level head will make you more likely to have a productive conversation.

Pro Tip: When you have a tough issue to discuss, start with something positive. It may sound like a small thing, but beginning the conversation on a friendly note helps disarm any tension and keeps the dialogue productive.

6. Know Your Rights

If things get really out of hand and it feels like the property manager isn’t following through on necessary repairs or is violating any other terms of your lease, it’s important to know your rights as an leasing agent. Every state has its own tenant laws, and some of them give you the ability to take action if the property manager is neglecting their duties.

Pro Tip: Research your tenant rights and, if necessary, consult with a tenant advocacy group or lawyer. Knowing your options empowers you to take appropriate steps if the situation becomes untenable.

At the end of the day, managing a property isn’t as easy as it might seem. The best property managers are often stretched thin and balancing a million things at once, so they might miss a detail or two. And while it can be frustrating to feel like you’re not getting the service you deserve, patience, persistence, and a little bit of strategic communication can help you navigate even the trickiest situations.

If you stay calm, professional, and proactive, you can get what you need—even if your property manager isn’t the sharpest tool in the shed. And hey, you might just find that you’re a little better at navigating the maze than you thought.