How to handle resident complaints: Your step-by-step guide

As a community association board member in Tennessee, your ability to manage and resolve resident complaints fairly and effectively is crucial to promoting a harmonious and stable environment. Your board's response can determine whether complaints are resolved successfully or lead to further dissatisfaction among residents.

Resident complaints come in many forms and can range from complaints about other residents — such as a resident smoking in a non-smoking area — to complaints about association rules, such as dissatisfaction with swimming pool hours. Regardless of the nature of the complaint, it must be handled promptly and professionally to prevent it from escalating.

This article is not intended to and does not constitute legal advice or create an attorney-client relationship. Board members should consult their association’s attorney to discuss the legal implications of their decisions or actions prior to proceeding.
 

Common resident complaints

While resident complaints can vary by building type and region, certain issues appear consistently across most communities in Tennessee:

• Fees: To maintain community amenities and facilities, association fees are essential. However, some residents might feel they are not getting value for their money and may complain when fees increase significantly and/or unexpectedly.
   
• Offensive signs or flags: Displays that are considered offensive or controversial can create tension among residents and conflict with community guidelines.
   
• Security: Residents may express worry over inadequate lighting, broken entry systems, or unmonitored access points.
   
• Missed deliveries: Residents may report missing packages or mail not delivered properly.
   
• Maintenance: Residents may complain about maintenance issues within common areas and shared facilities, as neglected maintenance can detrimentally impact a community's appearance, property values, and residents' quality of life.
   
• Pets: Complaints around noise, waste, and damage caused by pets are very common. Creating a pet policy for your community association can help balance the needs of pet owners with shared community standards.
   
• Parking: Limited parking space and improperly parked vehicles can lead to inconvenience and frustration among residents without association parking rules.
   
• Noise: Noise disturbances can disrupt a peaceful living environment. It’s common for residents to complain about parties, loud music, or even construction work.

Boards should have procedures in place to deal with residents' complaints effectively. Your professional management company can help create an efficient complaint management process.

Does your board need guidance to make your community’s rules clear and easy to follow? Read our guide to effectively enforcing HOA rules in Tennessee.
 

How to handle resident complaints

• Establish a procedure for submitting and responding to complaints

  One of the best ways to build trust with residents is to offer a clear, accessible process for submitting complaints, and to follow through on each one.
  
  An effective complaint response process should include:
   
  1. How and where residents can submit complaints
      
  2. A timeframe for reviewing the concern
      
  3. A way to follow up and share updates once next steps are in progress or complete
  
  Responding quickly, even just to acknowledge receipt of the complaint, lets residents know that their input matters.

  "Effective communication and active listening are essential components of our role as community caretakers. We are dedicated to promptly addressing resident concerns in a proactive and professional manner, supporting timely resolution and satisfaction. Fostering open lines of communication and listening to residents’ concerns allows us to address complaints before they escalate."
  
  Danny Ellis, president at FirstService Residential

• Check your governing documents

  Before responding to a resident complaint, it’s important to consult with your association attorney and review your governing documents. These documents outline resident responsibilities and the board’s authority to address different issues. If a complaint involves a potential violation, the language in your CC&Rs, bylaws, or rules and regulations may help guide your board’s response.
   

• Consult with your management company and board of directors

  If you’re unsure how to move forward, your property manager and fellow board members are there to help evaluate the complaint and determine the next step. Your management company can also provide insight into how similar complaints have been handled in other communities. They can also support consistent enforcement of board policies, and when appropriate, can take the lead in following up with the resident on your behalf.
   

• Know your obligations as a board member

  As a board member, listening to complaints and resolving conflicts is part of your job. But are you obligated to respond to every single complaint you receive? In most instances, a resident may point out something crucial to the association's operation. However, some boards report that they receive constant emails from residents with complaints and questions meant to harass them. If you find yourself on the receiving end of repeated harassing letters, phone calls, or emails, you may need to take a different approach to resolving the issue. Consider involving the resident in the problem-solving process, if possible. This might entail extending an invitation to join an association committee.
   

• Keep residents updated

  This initial contact should acknowledge receipt of the complaint. When a resident presents a complaint, thank them for their input and assure them that their concerns have been heard. In some instances, an acknowledgment is enough.
  
  If warranted, research the complaint and work towards a solution as soon as possible. Your prompt response to the resident's needs will show them you care about their concerns.
  
  Lastly, maintain an open line of communication. Let the resident know you are available to discuss the complaint and want to hear their feedback.
  Read our article on conflict resolution for condo and HOA community association board members for information on how to handle disputes when they arise.

How to handle neighbor disputes

Neighbor disputes are among the most sensitive resident complaints. These issues can impact quality of life and may escalate if not addressed thoughtfully and consistently. When a resident files a complaint about another resident, boards should approach the situation with care, but stay grounded in documented policies. Rather than mediating personal conflicts, the board’s role is to reference the relevant policy and keep things professional. In some cases, your property manager may be the best person to deliver that message, helping to keep interactions neutral and professional.
Keep a record of the complaint, any follow-up, and whether additional steps were taken. A consistent process can help prevent misunderstandings and protect the board’s credibility.
 

How a property management company can help

A professional property management company can play a key role in resolving resident complaints effectively. At FirstService Residential, our Tennessee property managers are supported by dedicated internal teams and tools that simplify complaint tracking, coordinate timely maintenance, and help board members and residents stay informed every step of the way.

Contact our team today to find out how we simplify complaint resolution and help your board stay focused on what matters most.