It’s 11:30 p.m. and your phone rings. A tenant is reporting a "leak"—only to discover it’s just condensation under the fridge. Situations like this are common in rental property management and often avoidable. The secret? Educating tenants early and clearly.
When tenants understand basic property functions and know what qualifies as a true emergency, you get fewer after-hours calls and a smoother landlord-tenant relationship overall.
Here are practical tips for educating tenants to reduce non-urgent maintenance requests during inconvenient hours.
Why Tenant Education Matters
- Prevents false alarms for routine issues
- Empowers tenants to handle simple fixes
- Saves time and money on unnecessary call-outs
- Improves tenant satisfaction with clearer communication
Tip #1: Define What Counts as an Emergency
Many tenants don’t know the difference between a critical issue and a routine one. Provide a clear list of what constitutes an emergency:
True emergencies include:
- Flooding or active water leaks
- Electrical hazards or power outages
- Gas smells or carbon monoxide alarms
- No heat during winter or no AC during extreme heat
- Broken door locks or windows compromising safety
Non-emergencies include:
- Dripping faucets
- Clogged sinks (if another is available)
- Running toilets
- Appliance noises
Action step: Include an emergency vs. non-emergency guide in your welcome packet.
Tip #2: Create a Simple Troubleshooting Guide
Many "urgent" calls are actually simple fixes tenants can handle themselves. Provide a visual guide or one-pager with common issues and steps to try first.
Examples:
- Garbage disposal not working? Press the reset button underneath.
- No power in a room? Check the breaker panel for a tripped switch.
- Toilet not flushing? Confirm the chain isn’t detached inside the tank.
Make it accessible by email, paper copy, or posted on the tenant portal.
Tip #3: Explain the Maintenance Request Process
Tenants are more likely to use the proper channels when they know exactly how to do it.
Share:
- How to submit a maintenance request (email, app, form)
- When they can expect a response
- Who to contact for true emergencies
Bonus tip: Let tenants know they’ll get faster help for routine issues if they avoid using the emergency line. RentalRiff simplifies this entire process by giving tenants a dedicated property specialist and a clear channel for submitting requests—ensuring they always know who to contact, what to expect, and how quickly help will arrive.
Tip #4: Offer a Move-In Orientation (Even if Virtual)
A 15–30 minute walkthrough (in person or via video) goes a long way. Cover:
- How to shut off the water main
- Where the electrical panel is located
- How to reset the GFCI outlets
- How to clean or change HVAC filters
This one-time effort prevents repeated questions—and shows you care.
Tip #5: Set Expectations in the Lease
Use the lease agreement to clearly outline:
- Tenant responsibilities (e.g., changing bulbs, filters, unclogging drains)
- How and when to report issues
- Charges for misuse or false emergency calls (if applicable)
Make sure this section is easy to understand—not buried in legal jargon.
Tip #6: Use Friendly Reminders Seasonally
Send seasonal emails or flyers reminding tenants about key maintenance tips:
- Winter: Prevent frozen pipes by leaving the heat on and opening cabinet doors
- Spring: Watch for leaks or mold after heavy rain
- Summer: Clean A/C filters regularly
Friendly education reinforces good habits and positions you as a proactive, helpful landlord.
Tip #7: Keep Communication Lines Clear
Make it easy for tenants to reach out with questions before something becomes a late-night issue. A responsive, accessible landlord encourages trust and better communication.
Provide:
- A general contact number/email
- An emergency-only number with instructions
- Office or availability hours
A Little Education Goes a Long Way
You can’t eliminate every 2 a.m. maintenance call—but you can drastically reduce the ones that don’t need to happen. Educating tenants sets the tone for a more respectful, informed rental relationship.
When tenants know what’s urgent, how to handle small fixes, and what to expect from you, everyone wins: fewer disruptions, faster solutions, and a better experience on both sides of the lease.