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Handle a tenant complaint fairly using your house rules
A calm, fair reply to a tenant or resident complaint that follows your own rules and process, with a clear log entry and next steps.
When to use it
Whenever a complaint or neighbour dispute comes in
Step by step
Collect the complaint and your rules
Copy the complaint and the relevant part of your tenancy terms, house rules or complaints policy. Remove names and flat numbers if your AI tool is not approved for this.
Ask for a fair reply
Paste both with this prompt.
Prompt to copyI'm a property manager. Here is a complaint from a [tenant / resident] and the relevant rules. 1) Summarise the complaint in two sentences. 2) Say which rules apply and how, quoting them. 3) List facts I need to check before deciding. 4) Draft a calm, respectful reply that acknowledges the issue, explains what we will do and by when, and how they can escalate under our complaints process. Do not admit fault or promise anything the rules don't support. Under 200 words. Complaint: [paste] Rules: [paste]Check the facts first
Check the facts the AI listed before you send anything. If the complaint involves discrimination, harassment, safety or a legal dispute, speak to your manager or legal adviser first.
Send and log it
Send the reply, then record the complaint, your response and the follow-up date in your complaints log.
What you get
Summary: Flat [3] reports noise from Flat [5] after 11pm on several weekdays. Rule: House rule 7, 'no noise likely to disturb neighbours between 11pm and 7am'. Check: any earlier reports? Reply: 'Thank you for letting us know. We'll write to the resident this week...'
Tips
- Treat both sides the same. Ask the AI to check your draft for tone if you're dealing with a repeat complainer.
- Keep residents' personal details out of public AI tools.