How do I keep tenant complaints low while my storage facility is on the market?
Fix the small things quickly, answer tenants promptly, and keep the site clean and well lit while the sale is on. Keep a simple log of each complaint and what you did about it. Buyers read the tenant record as a sign of how the place is run, so a calm, documented response matters more than a clean slate.
Complaints rarely come from big failures. They come from a broken light, a stuck gate, a leak, or a call that no one returns. Walk the property weekly during the sale period and fix what you find. A buyer who tours the site will notice what you have let slide.
Make responses visible. Keep a log with the date, the issue, what you did and when you closed it. If a tenant is upset, call them, not just email. Buyers will ask to see complaints, and a record that shows quick, polite action reads well. If a pattern emerges, such as repeated leaks in one block, deal with the cause, not only each report.
Be careful with what you tell tenants. Do not promise changes on behalf of a buyer, and do not discuss the sale in ways that cause worry. Keep notices factual. Ask your lawyer what you may say and whether tenants must be told when ownership changes. Your accountant can help you see whether any credits or refunds you give are properly recorded. Finally, ask a neutral friend to walk the site as a customer would and report what they notice, because you may no longer see the faults you pass every day.
Key takeaways
- Walk the site weekly and fix small faults before tenants report them.
- Log each complaint, what you did and when it was closed.
- Do not promise changes on a buyer’s behalf.
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Sources
This answer is checked against primary sources. Links were last confirmed on the dates shown.
- 01Business Development Bank of CanadaGovernmentHow to conduct due diligence when buying a business
- 02Business Development Bank of CanadaIndustryHow to sell your business
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