I’ve had the last month or so from hell. My nightmare tenant is being flat out abusive by sending me degrading emails daily

I’ve had the last month or so from hell. My nightmare tenant is being flat out abusive by sending me degrading emails daily (if not multiple times a day), legitimately turning awesome tenants against me, etc. I’m really, really trying my hardest to not take it personally and not burn out, but it’s near impossible. I’ve been doing this for over 4 years and up until this point, felt like an extremely confident property manager but lately I feel the exact opposite. Any advice?

Non- Renew or Evict them for interfering with business practices and obnoxious behaviour

Jennifer Kotzur yep! They have become administratively burdensome. Non renew all day long!

Collect the offensive emails and ask for permission from your property owner or whoever must give it, to remove the tenant at the right opportunity. You may also be able to use those emails to show other tenants what is happening in order to win them back.

Tony Chinnici we want to, but she’s claimed “retaliation” because she’s posted a nasty, nasty google review in the midst of her abusive emails.

Bianca Carlson don't let that threat carry any weight. It's a nasty technique but rarely detremental to business. Respond to the review frankly & honestly.
Let her post away -- Readers of reviews can easily recognize B.S. and crazy....

Bianca Carlson The review and all the other evil words she’s spewed to you seem very good for this approach of showing people how nasty she is.

I want to figure out how to display the egregious behavior of some tenants to show that we aren’t always the bad guy. Theoretically, everyone understands that; in practice, it’s only true when it’s convenient.

Do not respond to e-mail, forward to your Supervisor and request a resident community meeting. This behavior is abusive and must not be accepted, remembering one tells ten, positive or negative. You must stay strong and continue leadership!!

seek advise from the Corporate Attorney, you want this resolved but never " a fair housing question or concern". Should you have to have conversation, be careful and I'd take notes and involve a third party listening.

Keep a detailed communications log, don’t take their bait, stay professional. People like this are like the bullies in school, they smell weakness and fear and relish it.
All that being said, remove yourself from it personally and ask yourself if the resident has any valid complaints.
Easier said than done, but don’t let one jerk break your spirit.

All good advice. Do not answer any emails

Can you re lease that unit if so I don't understand your not there to be abused, and if your management will not stand behind you then it's time to move on.

Cindy Geeslin Beckham we can easily re lease the unit without any issue.

I had this happen to me. We got a lawyer involved and basically told her to cease and desist or we will evict . She was quite as a mouse after that . Remember always document

Even if you are a small company, there should be someone that can step in and diffuse the situation. I just went through with one. It got really bad. Another person did not give in but validated my approach with her. she is under eviction and will probably pay, but she a least gets that she cannot treat me the way she did. I do not tear up often, this one had me burning.

Have your attorney send a cease and desist letter to the resident, if it continues after that, get a restraining order!

Hang in there girlfriend. It will get better. You are doing a great job

You need to immediately reach out to your landlord tenant attorney. There are protective clauses in our NAA lease agreements against harassment. PM me if I can help with any guidance.

Wow greatest supportive thread, your not alone we feel you.

Log EVERYTHING this resident does and says to you, your staff and to other residents. Make sure your regional is aware of what is going on. If it continues, what she is doing is in breech of contract and she can be evicted!

Longevity in Property Management takes real understanding. Who you are dealing with and what can be done to solve the problem sometimes takes the wisdom of Solomon. Some people complain regardless of how you respond or what you do but the difference is you don't give them your power. Professionalism is always on your side... no matter what, Like in Road House...Be Nice, no matter what. You set the example for yourself and your staff and sooner or later your problem person will move on to make life miserable for someone else, but you have gained the knowledge and the experience to rise above the worse Residents and be true to yourself and your company. Always remember " This too will pass" and it always does. Don't give them your confidence you've earned it.

Many of us have been where you are, and it is not fun. Know that you are not alone in your struggle. Involve your superiors immediately whenever anything abusive happens. Never allow anyone on staff, including yourself, to be alone with this individual-send maintenance into her home in pairs. Document everything and print out all written correspondence for her file. Tell her ONCE that you will not respond to harassment, but that you are there to assist her with reasonable business and that she will be treated as any other resident according to fair housing regulations, and then do just that-ignore ranting or harassing emails. As hard as it is, don’t even read them if you see that it is not a legitimate need or business matter; just print it, file it, and move on. Then get rid of her as soon as her lease is up- give her notice of non-renewal as soon as your lease will allow you to do so. Keep your chin up, address her only when you absolutely must, and try to focus on other things until you can be rid of her. Good luck!!!

When I have residents that clash with my personality - I tell them. Then I assign them another teammate to handle their questions, concerns, complaints, etc specifically. Don’t let people “abuse” you and ruin your days. Some people just can’t get along and that’s ok!

As a gay man, I had to deal with a ‘supposed’ elderly lesbian child molester. Which was totally false. She was drunk and touched a girls leg. The ladies (and this was a condo they owned) moved out because they were so embarrassed.

Same thing happened to me, only my management company backed the tenant because they were terrified of a fair housing lawsuit. I was verbally abused in my office, on the property, in front of my staff, in front of other residents, the man outright ignored and broke so many rules of the property, and to top it all off he wasn't even a resident he was an unauthorized occupant and the real resident I never even saw. This guy had been there when we took over the property and the old management company knew but never said a word. At one point he started a petition to get me fired and was walking around the apartment complex to get signatures and even forged the signatures of my staff. Eventually I did get him out but I was so emotionally and mentally drained I don't know that I ever recovered, especially without any support. I am no longer with that company.

I just had 4 years of this type community for the most part 80% were great residents but that 20% made me feel like I was a newbie after 40 years in property management. Stay strong & know the job you are doing is the right way & as long as you can look in the mirror every morning knowing you are the same person to every resident...then keep on going & ask for support from your teams at Site & Corporate levels.

Don’t let this person take the wind out of your sails. Be polite, firm and professional. Talk to your HR dept. Behaviour such as this is abusive and creates a hostile working environment. They have tenant rights granted and in so many cities/states the courts are very tenant friendly BUT you have rights too under Fair Housing and Employment. Document, document, document and look into a “Cease and desist”. Good luck and shine on. Don’t let the bad guy win

Look in your Redbook. Under Family Living. You can send them a notice of outward harassment.
We had a resident pin a large sign on his patio and we had to send him this notice, finally a 60 day notice not to renew.

Your lease should cover harassment of the landlord
Send them a letter or have your attorney send them one

Hang in there, stay connected to your own breath all day. Look for ways to redefine what is going on so that it ends up helping YOU. So the whole situation makes you better. And remember to get away from your desk and take breaks. 10 minute breaks three times a day! In addition to lunch.

If the tenants emails are that bad, get RPM approval and have them direct all communication through your attorney. Have the attorney draft something to send to the resident.

I am doing some quick replies before I do a formal reply to the original post. Your action of possibly showing the emails to other tenants is a direct violation of privacy policy ( or expectations of privacy ) and depending on the state your violation could be costly. that's a no go. showing to your upper management valid, and lateral management office staff is viable, but not to subordinates unless you have a valid reason ( the subordinate will have a scheduled encounter with this person. )

just an FYI, but I like to error on the side of using less lawyers over a long term

this is a lovely reply because you now transfer liability to the firm at arms length, and have them structure a resolution that is conforming to your happiness.

Total interfering with rights, comforts and conveniences of staff and other residents because you are taking time away from others to deal with this crap. Send her a notice to cure.

Ms. Bianca, I feel you discourage. It is in the lease agreement that if they post in a social media of are giving you a hard time.
Write to her a note:
The Property Manager is not going to tolerate your behavior in our office toward me, vendors and other employees present.
Resident shall act and communicate with the apartment owner, management and management employee's in a lawful, courteous, and reasonable manner.
Any form of verbally or physically abusive, intimidating, or aggressive behavior is prohibited.

Resident shall be prohibited from entering or contacting any of the management team or corporate office or employee and must conduct all further communications in writing.

Your abusive behavior will not be tolerated going forward any future incidents of abuse with the office staff or any vendors will cause for your lease to be terminate immediately.

Kind Regards,
Maria Sanchez

Try to tie their behavior back to the Lease. That's your defense. Confirm with corporate or your attorney the legal notice you serve is worded correctly. Once warned, if it happens again, you have the back-up to evict. You need to get rid of them.

Let the tenant know that continued derogatory/abusive emails will be considered grounds for eviction. If they persist, send them a notice to quit. I would also non-renew their lease when it is up for renewal.

NEVER discuss tenant issues with other tenants, it will only make things worse.

In an extreme case, you may want to offer the tenant an "out", and offer to release them from their lease without penalty, just to keep them from making things even more toxic before you can get rid of them.