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Two hours might not seem like a lot of time to respond to a tenant request, especially in the case of an issue which requires approval from the landlord, and for a technician or tradie to be sent out to the property.

But this is not to say that you have to drop everything you’re doing and run over to the property yourself, spanner in hand, the very second a tenant complains of a slightly leaky kitchen tap.

Rather, this simply means that you should at least respond to and acknowledge a non-emergency tenant request as quickly as possible after you receive it – even if it is a quick acknowledgement message that “you’re looking into it”. After all, before the two hour rule came the “two-minute rule”.

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