When it comes to sustaining successful tenancies, we know proactive and timely communication from everyone involved is key.
In this article, we share practical case studies to demonstrate how proactive and tailored communication helps tenants, property owners and property managers to prevent issues from escalating and take early action to resolve disputes.
Proactive communication
Good communication should always be proactive, respectful and timely, as it goes a long way to strengthening trust and building the relationship between parties during a tenancy.
In both case studies below, it’s important to note that tenants are responsible for notifying property managers and owners of repairs, and property managers are responsible for actioning routine repairs in a timely manner.
Case study A
A property manager has received a request from a tenant to conduct routine repairs at a rental property.
| Proactive communication | Reactive communication |
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The property manager receives a request from the tenant via email to conduct a routine repair. The property manager responds to the tenant’s email to acknowledge that they’ve received the request, and will organise the repair to take place that week. When organising the repairs, the property manager realises that the repairs will not be able to occur during the week as initially advised due to limited availability of tradespeople. The property manager then emails the tenant to explain the reason for the delay, and the earliest date that the repairs can take place. The tenant responds to the email agreeing to the new date, and thanks the property manager for keeping them informed. |
The property manager receives a request from the tenant via email to conduct a routine repair. The property manager responds to the tenant’s email to acknowledge that they’ve received the request, and will organise the repair to take place that week. When organising the repairs, the property manager is informed that the repairs will not be able to occur during the week as initially advised due to limited availability of tradespeople. The property manager does not inform the tenant of this change in timeframe. After not receiving any further communication from the property manager, the tenant follows up via email and calls to the property manager but doesn’t receive a response. Not knowing what else to do, the tenant calls the RTA to ask about their options and to request dispute resolution, which will require more time and effort for everyone involved. |
In this case study, proactive communication helped resolve the issue quickly and strengthened the property manager/tenant relationship.
Case study B
A tenant notices a that the kitchen tap at their rental property is leaking intermittently and reports it to their property manager.
| Proactive communication | Reactive communication |
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When noticing the leak, the tenant considers that this may have the potential to cause bigger issues in the future if left unaddressed. The tenant reviews past correspondence with the property manager, and realises that they aren’t due for a routine inspection for another two months. The tenant emails the property manager about the leak for their awareness. The property manager responds to the email, and thanks the tenant for keeping them informed. The property manager records the date they were advised of the leak, and makes a note to inspect the tap during the next routine inspection. Both parties are happy and potential issues are avoided. |
When noticing the leak, the tenant deems this is a minor issue that doesn’t warrant a repair. They make a mental note to raise it at the next routine inspection. At the next routine inspection, the leak doesn’t present itself and the tenant forgets to raise it with the property manager. A few weeks later, a pipe bursts at the rental property and the tenant calls the property manager to request an emergency repair. On arrival, the tenant advises the property manager that the tap has been leaking intermittently for months. This leaves the property manager feeling frustrated as the repairs mean significant costs for the owner. This causes tension in the property manager/tenant relationship. |
In this case study, proactive communication helped to build trust between the property manager and tenant and potentially saved the property owner significant costs.
Self-resolution using tailored communication
Everyone has their own preferred communication styles, preferences, and needs.
It’s important to consider what we know about the other party—such as their age, culture, and any language barriers—and use this information to tailor our communication in a way that will be mutually beneficial.
When communicating with the other party, we recommend:
- being considerate of their hours of work and availability
- being mindful of your tone of voice and choice of words
- focusing on the facts
- listening to what the other party has to say
- asking clarifying questions
- sharing relevant information, evidence and photos
- confirming any agreements in writing.
Tailoring your communication limits the risk of miscommunication and potential disputes.
It’s also important to remember that not everyone has a comprehensive understanding of Queensland's rental legislation. Understanding your rights and responsibilities before, during and when ending a tenancy can help alleviate any confusion and expectations. To learn more about your rights and responsibilities, the RTA website and our resources are available 24/7. Alternatively, you can contact us directly in-person and over the phone Monday to Friday, 8.30am to 5.00pm.
Open communication via conciliation
If you’ve practiced proactive and tailored communication but are unable to resolve an issue with the other party and reach an agreement, you can request free, confidential support from an RTA conciliator via our dispute resolution service.
This service is designed to offer both parties an opportunity to communicate openly with a third, impartial party that does not determine who is ‘right’ or ‘wrong’, but can help each of you to make informed decisions and reach a mutually acceptable outcome.
In 2022–23, our dispute resolution process helped 76 per cent of cases come to an agreement without the need to pursue legal action.
Useful resources
Note: While the RTA makes every reasonable effort to ensure that information on this website is accurate at the time of publication, changes in circumstances after publication may impact on the accuracy of material. This disclaimer is in addition to and does not limit the application of the Residential Tenancies Authority website disclaimer.