Discussing maintenance issues with tenants isn’t always simple. Whether it’s about scheduling repairs, denying unreasonable requests, or reminding someone of their responsibilities, clear and respectful communication is essential.
This article provides ready-to-use scripts that landlords can adapt to different maintenance scenarios—saving time, preventing misunderstandings, and maintaining positive relationships with tenants.
Why Scripts Work
When tensions are high or details are sensitive, scripts help you:
- Stay professional and consistent
- Avoid emotional reactions
- Communicate policies clearly
- Document conversations for future reference
You don’t have to follow them word-for-word—but they give you a strong starting point.
Script 1: Responding to a Routine Maintenance Request
Scenario: A tenant reports a leaking faucet or noisy appliance.
Script:
"Hi [Tenant’s Name], thanks for letting me know about the [issue]. I’ve scheduled a technician to take a look on [date/time]. Please let me know if you’ll be home or if we have permission to enter with notice. I’ll follow up afterward to ensure everything was resolved to your satisfaction."
Tone: Prompt, helpful, organized.
Script 2: Addressing an Emergency Maintenance Issue
Scenario: A burst pipe or electrical hazard requires immediate attention.
Script:
"Thanks for reporting this right away. This definitely qualifies as an emergency. I’ve contacted a repair professional who should arrive within [X hours]. In the meantime, please try to [e.g., turn off the water main if safe to do so]. I’ll stay in touch until the issue is resolved."
Tone: Calm, urgent, proactive.
Script 3: Denying a Non-Essential or Cosmetic Request
Scenario: A tenant requests a luxury upgrade or purely aesthetic change.
Script:
"I appreciate your interest in updating the [item]. At this time, we’re prioritizing essential repairs and preventative maintenance. While I understand your request, we’re unable to approve non-essential upgrades unless there’s a functionality issue. Thanks for understanding."
Tone: Respectful, policy-based.
Script 4: Reminding Tenants of Their Maintenance Responsibilities
Scenario: Tenant neglects to replace air filters or report issues promptly.
Script:
"Hi [Tenant’s Name], just a quick reminder that certain maintenance tasks—like changing HVAC filters monthly—are tenant responsibilities as outlined in your lease. Doing so helps avoid long-term damage and ensures your comfort. Let me know if you need clarification on anything."
Tone: Informative, non-accusatory.
Script 5: Scheduling Preventative Maintenance or Inspections
Scenario: You’re scheduling seasonal maintenance, gutter cleaning, or annual inspections.
Script:
"Hi [Tenant’s Name], as part of our seasonal maintenance plan, we’ll be conducting [inspection/maintenance task] on [date] between [time]. This helps us keep the property in great shape and catch small issues early. Please let us know if this time works or if you have any questions."
Tone: Professional, routine.
Script 6: Following Up After a Repair
Scenario: Maintenance work was recently completed.
Script:
"Hi [Tenant’s Name], just checking in to confirm the recent repair to your [issue] was completed to your satisfaction. Please let me know if there are any remaining concerns or if anything else needs attention."
Tone: Thoughtful, service-oriented.
Script 7: Delaying a Repair Due to Scheduling or Parts
Scenario: A repair can’t be handled immediately.
Script:
"Thanks for your patience, [Tenant’s Name]. We’ve ordered the necessary part/scheduled the contractor, but the soonest available date is [date]. We understand the inconvenience and are doing everything we can to resolve the issue as quickly as possible. We’ll keep you updated if anything changes."
Tone: Transparent, empathetic.
Using Scripts with Flexibility
Scripts aren’t about sounding robotic—they’re about reducing the stress of communication and ensuring consistency, especially when juggling multiple tenants. Personalize your tone, add context, and always keep the door open for dialogue.
Well-handled maintenance conversations help build trust, reduce complaints, and lead to better landlord-tenant relationships overall. RentalRiff supports this by giving tenants a consistent point of contact—your dedicated property specialist—who uses clear, reliable communication to handle maintenance requests smoothly and professionally, reducing friction on both sides.