Written by Goh Chee Yong

Managing property tenants effectively is crucial for maintaining the value of your property, ensuring a steady income stream, and minimising stress. Whether you’re a seasoned landlord or new to property management, understanding how to navigate tenant relationships and responsibilities can make a significant difference. What I am going to share here are the things that benefited me as a person whom do just a handful of residential property rental and sublet room rental in Peninsular Malaysia. Hence, there is no right or wrong it’s just my personal experience. Here are 10 key things to consider for effective tenant management:

1. Thorough Screening Process

Before you even consider signing a tenancy agreement, it’s essential to conduct a comprehensive screening of potential tenants. This process should include background checks, credit reports, and verification of employment and rental history. A detailed application form (if high demand) can provide insights into a tenant’s reliability and ability to pay rent on time. By carefully vetting applicants, you can avoid many common issues such as late payments or property damage yet this only happen if your property is under high demand. If you want to skip all the above steps, you may also choose to talk to the prospect existing or ex-landlord for reference. You might wonder, how do I get their landlord contact number? Well, just ask the prospect to call their landlord using their hand phone straight away then verify with the person on the other end whether the prospect is a good tenant. What if the prospect refuse to call? I would rather skip for next prospect. If prospect said this is their first renting then I will have to opt for other way for reference by their company or family member.       

2. Clear and Comprehensive Tenancy Agreements

A well-drafted tenancy agreement is fundamental in setting expectations and protecting both parties. Ensure that your tenancy agreement covers all critical aspects such as rent amount, due dates, security deposits, maintenance responsibilities, and rules regarding pets or subletting. It’s important to make the tenancy clear and detailed to avoid misunderstandings. Both you and your tenant should fully understand and agree to the terms before signing. You may choose to engage a lawyer to draft the tenancy agreement for both of you with a professional fee or you may choose to use any tenancy agreement template from online or offline platform by editing the details to cater for your tenancy needs. In Malaysia, if you secure your tenant through a property agent or a real estate negotiator they will probably offer to prepare the tenancy agreement as part of their service with additional charges on top of their agent fee.   

3. Regular Property Inspections

Regular inspections help you stay on top of the property’s condition and address maintenance issues before they escalate. Schedule routine visual inspections, ideally every 6-12 months, and document the property’s condition through photos or detailed notes if possible. This not only helps in maintaining the property but also serves as a reminder to tenants to take good care of the space. For me, I prefer to visit my tenant during festive season with a “Thank You” gift or hamper while taking the chance to enter their house and of course excuse myself to enter their bathroom for quick observation. There is a saying “How you do anything is how you do everything.” if the tenant keeps the bathroom tidy clean very likely they take good care of the house and vice versa. Please remember all the visit must inform the tenant upfront as stipulated in the tenancy agreement even if it’s just a “Festive Season Visit”.   

4. Responsive Maintenance and Repairs

Timely maintenance and repair responses are crucial for tenant satisfaction. Make it a priority to address repair requests quickly and professionally. Implement a system for tenants to report issues, and ensure you follow up promptly. Maintaining a good rapport with reliable contractors can also streamline the repair process. Effective maintenance not only keeps your property in good shape but also fosters a positive relationship with your tenants. I always tell my tenant to call me if there is any urgent or serious matter happen to the property or inside the property. For small matters like faulty light bulb I will ask them to buy a new bulb and replace it then deduct the amount from next month rental. I do have my regular handyman, plumber and electrician contact just in case I need their service to fix my tenant issue.    

  

5. Clear Communication Channels

Open and clear communication is the cornerstone of successful tenant management. Establish preferred communication channels and ensure that tenants know how to reach you for urgent issues or routine inquiries. Whether you use email, phone calls, or a property management app, being accessible and responsive helps build trust and resolve issues efficiently. I request my tenant to WhatsApp me regarding rental payment or any issue related to their house. I also tell them to call me directly if it’s urgent and serious matter. Similarly, I told my tenant to reply my WhatsApp and answer my call when I contact them especially when they fail to pay rent upon due date. I made it clear that I will visit them at the property if I cannot reach them through phone call. 

6. Consistent Rent Collection Procedures

Having a structured rent collection process helps prevent payment issues. Decide on a payment method that works for both you and your tenants, such as online payments or cash deposit through cash deposit machine, try to avoid cash collection as its time wasting and involve risk. Clearly outline the rent due dates, late fees (if any), and the procedure for handling missed payments in the tenancy agreement. Enforcing these policies consistently ensures fairness and avoids confusion. I will send WhatsApp message including my bank account details one week before rental due date to remind my tenant of paying their rent on time. Then I will send another friendly reminder message on the due date morning to remind tenant once again. If tenant fail to make payment by 8pm on the due date, I will call them directly. If they don’t answer my call then I will make another call at 11pm. After 12am midnight if they still haven’t bank in or return my call, then I will give them a 30 mis-calls combo. Normally tenant will reply the next day morning stating their reason for delay and made payment instantly. If tenant requesting for extension of time for them to pay rental then I will grant them no more than one week. I will lodge police report without hesitation if my tenant chooses to ignore my call and drag their rental payment after the one-week extension. 

7. Tenant Rights and Responsibilities

Both landlords and tenants have specific rights and responsibilities, which can vary depending on local laws. Familiarize yourself with landlord-tenant laws in your area and ensure that you comply with all legal requirements. It’s equally important to communicate these rights and responsibilities to your tenants. Educated tenants are less likely to make mistakes or violate lease terms unintentionally. I will request my tenant to go through the tenancy agreement before signing and brief the tenant on the rights and responsibilities of both tenant and landlord. On top of that I make sure the tenant understands that tenant rights stipulated in the tenancy agreement only apply when tenant pay rental on time. Please do not argue on tenant’s right with me if they fail to pay rental. I make it clear to them that if they can’t afford to pay rent then the only way to resolve the issue is to return the house and move somewhere else in a peaceful manner.

8. Effective Conflict Resolution

Conflicts are almost inevitable in property management, whether they are related to maintenance issues, noise complaints, or disputes between tenants. Develop strategies for resolving conflicts amicably and professionally. Address problems promptly and listen to both sides before making a decision. Maintaining a fair and balanced approach can help resolve issues without escalating tensions. For conflict between myself as a landlord with my house tenant, I will resolve our conflict follow the tenancy agreement. If for sublet room rental, I told all room tenant to abide to the house rules and resolve any dispute among themselves. If the matter still cannot resolve then I will tell them either one or both of them have to leave so that their disputes does not affect my other tenants. 

9. Professional and Friendly Attitude

Your attitude as a landlord can significantly impact the tenant relationship. Strive to be professional yet approachable. Being friendly and respectful creates a positive environment, while maintaining professionalism ensures that you are taken seriously. Building a good rapport with tenants can make managing the property smoother and more enjoyable for both parties. I can be friendly to my tenant as long as they made rental payment on time. If my tenant ignores my call while delaying their rental payment then I will let them see the unfriendly side of me. I will speak firmly to them demanding for my rental payment before it escalate to police report stage.  

10. Stay Organized and Document Everything

Organisation is key to effective property management. Keep detailed records of all transactions, communication, and property-related documents. This includes tenancy agreements, maintenance requests, and inspection records if any. Having a well-organized system helps in managing multiple properties and provides a reference in case of disputes. Use property management software or apps to streamline record-keeping and make information easily accessible. Keep your record up to date, remember to renew tenancy upon expiry. It is important to change the utility name (i.e.: TNB and water bills) to your tenant’s name after signing the tenancy agreement to avoid the risk of tenant unsettle huge bills. Otherwise, you will have to monitor the utilities bill every month to ensure tenant settle their utilities bills without fail.  

Conclusion

Managing property tenants involves a mix of thorough planning, clear communication, and responsive actions. By focusing on these ten key areas, I believe you can foster a positive and professional relationship with your tenants, maintain the value of your property, and ensure a smooth management process. Whether you’re dealing with applications, repairs, or disputes, a proactive and organised approach can lead to a more successful and less stressful tenant management experience.