Multi-Housing News states a study published by the Institute of Real Estate Management advised rental property management firms always ensure maintenance issues are fixed in a timely and effective manner.

Citing a maintenance report by John Gallagher, senior vice president of Polinger, Shannon & Luchs, which manages 6,000 apartments on the East Coast, MHN says paying close attention to maintenance concerns and following up on them can go a long way to secure loyalty from tenants.

One way many rental property management companies are keeping tabs on maintenance problems and solutions, Gallagher says, is through e-submission forms. Many management firms allow renters to complain online, which allows property managers to monitor tenant issues.

While getting to these requests by renters is essential to making them happy tenants, Gallagher states the requested maintenance should be attended to within 24 hours, as this shows tenants the management team is there to please them and keep them worry-free while living in their property.

Gallagher says these considerations likely will not only make the renter happy, but could help with lead management, as the tenant could tell others about the quality of service they received to prospective renters.