How to do a good job when no one is helping...

I am relatively new to leasing (less than a year in the business) and I do not have any certification or previous experience. My apartments are upscale and I act as the face of the company to my tenants. I want them to be happy for the success of the company and so I don't have to deal with complaints. I probably take this job too personally because I am an empathetic person. I mainly market and lease the apartments and do most of the property management/rent collection, but my boss is in charge of maintenance. Our company have some negative reviews online, many of them stating that once you move in the company doesn't care about you any more. Unfortunately, I can see why some tenants have felt this way.

Many apartments have at least one existing maintenance issue when a new tenant moves in. This is because the inspection is not detailed and usually happens the day before move in. Most of our tenants have to wait over a month for my boss to program them in to the intercom system. I have asked but I can not take over this responsibility. The building has a terrible roof that leaks and many tenants on the top floor have damaged wood flooring because of it. I have no power to get my company to fix these issues. Just recently they moved forward with replacing the non working exit signs all over the building after the city warned them months ago to get these fixed. This whole time all I can do is shrug and say I'll talk to the corporate office about it. Finally, there are some tenants that deserve to be evicted because they have damaged the property and have people living in the apartment who are not on the lease, yet as much as I complain to my boss nothing is done about it. These tenants make their neighbors uncomfortable and thus more unhappy tenants.

I guess what I'm wondering is if any other Leasing Agents deal with these issues. I am willing to admit that I may be too sensitive when a tenant has a complaint, but I would prefer to avoid issues like these. With the building almost fully rented out, why is there not enough money to fix all the maintenance issues? How do I deal with a boss that isn't moving as fast as I wish he would? I'm getting really burnt out on telling tenants that have been waiting to have something fixed that all I can do is talk to my boss about it again. Is it any better outside of this company or should I start looking for a new profession?

Thank you to all that reply. I need your help!

Michelle,
It sounds like you are a team of one office and one maintenance person? In that case, I would think there will be a lot of days where one or the other of you will feel overwhelmed. Resolving this issue may take many plans of action starting with communicating with the boss/maintenance supervisor of your residents' concerns. You may approach it as you understand how complex it is to turn units, etc. but you have unaddressed Resident Service Requests. Do you utilize a property management software system that you write up the WOs in? Is there a separate Property Manager you can talk to - maybe from a sister community?

I will say this. If your community is "upscale" typical expectations for service is tripled, in my experience, and in the world of social media it is likely to yield some really negative reviews. This in turn will have an impact on leasing - eventually.

I am sorry you feel your efforts to be helpful by programming residents into the intercom system have been brushed aside. If your efforts are brushed aside, I can imagine how your Residents feel. You can try being proactive and produce a plan and present it to the higher ups though I wonder if that will make a difference.

I wouldn't look outside our industry for a job. Rather, I would research and shop the comps and apply for an opening at a company you see doing great things. Attend the Apartment Association meetings and get involved. Perhaps someone there can advise you. Good luck!

I'm new to Georgia and to property managemnent here in this state, however, I've been in this business for almost eight years. In your case the writing is definitely on the wall as far as you seeking work elsewhere. Your company has as much responsibility to you as they should have for the residents. You sound enthusiastic and seem to have a real desire to be in this business, so don't let this current situation riin all other possibilities this industry can offer.