Tenant Complaint Handling Checklist.

• What exactly is the renter complaining about?

• Is this a new issue or something raised before?

• How long has the issue been occurring?

• What outcome is the renter asking for?

• Is there any immediate safety, maintenance or compliance concern?

• Does the matter need urgent attention?

• Review previous emails, calls and notes

• Check whether the same issue has been raised before

• Confirm what action was previously taken

• Check contractor reports or maintenance history

• Review any previous commitments made to the renter

• Confirm whether the original matter was actually resolved

• What parts of the complaint require action, clarification or further review?

• Is more information required from the renter?

• Does the property need to be inspected?

• Is contractor advice required?

• Is landlord approval needed?

• Could there be a larger or recurring property issue?

• Does the matter need to be escalated internally?

• Acknowledge the complaint promptly

• Confirm your understanding of the issue

• Explain what will happen next

• Give a realistic timeframe

• Nominate a clear contact person where appropriate

• Avoid conflicting information from different team members

• Keep the renter updated if there is a delay

• Arrange any required inspection, investigation or contractor attendance

• Obtain landlord instructions where required

• Provide the landlord with a clear recommendation

• Record who is responsible for the next step

• Set a follow-up date

• Check that agreed actions are actually progressing

• Update the renter and landlord where appropriate

Where the complaint relates to repairs, safety, access, property standards, notices or other tenancy obligations:

• Check the current legislation in your state or territory

• Confirm any required timeframes

• Check whether prescribed notices or processes apply

• Escalate internally if there is uncertainty

• Obtain specialist advice where appropriate

Do not assume the rules are the same across Australia.

Consider whether the matter now involves:

• Repeated complaints

• Threats of formal action

• Safety concerns

• Serious allegations

• Significant financial exposure

• Contractor failure

• Breakdown in communication

• A landlord unwilling to take recommended action

If yes, decide whether senior management involvement is required.

• Complaint recorded

• Dates and times noted

• Important conversations documented

• Photos or evidence saved

• Contractor attendance recorded

• Landlord instructions recorded

• Advice provided recorded

• Agreed actions recorded

• Follow-up date entered

Ask:

Has the issue actually been resolved, or have we simply responded to it?

Confirm:

• The agreed action has been completed

• The renter has been updated

• The landlord has been updated where appropriate

• Any remaining work has a clear next step

• Records are complete

• No further follow-up is required

Ask:

What is causing this matter to come back?

Consider whether:

• The original issue was never fully resolved

• Communication has been unclear

• A repair has failed

• The property has a larger underlying issue

• Expectations have not been clearly set

• The matter needs senior review

Repeated complaints should trigger a review of the underlying problem, not simply another copy of the previous response.