I have a client who is struggling with a resident created Facebook group.

Hi Everyone! I have a client who is struggling with a resident created Facebook group. This group has turned into a negative space where they just complain and now prospective residents are finding the page and cancelling their leases because of it. For reference, this community has 72 Google reviews, with a 4.2 average rating, so they are doing things right. It’s just a few bad apples who are turning minor and common apartment issues, into major “don’t lease here” complaints. Has anyone experienced this and how did you overcome it? Thanks!

Report the page/group for impersonating a page/product. That works the quickest and will hit them on their personal FB page if they keep trying to start the page again.

I would report the group for slander and get them shut down.

I would report the group for slander and get them shut down.

Talk to your company's attorney.

I would non renew the resident if they’re able, and check the lease for anything that talks about slander or commenting to the media, etc. if there’s anything that restricts the residents, I’d have a lawyer write up a cease and desist letter to the resident

Yes, happened to us. By the time we figured out. Vacancy had risen dramatically. The posts were by former tenants, some non renewed, and some evicted. One vindictive ex emp. Who was let go when charged with dealing outside grade school. He posted poor maint, roaches, mice infestation, dog poo everywhere etc.
Recovery took more than a year.
During that time we suffered great economic loss. How did we fix it. We started sharing the posts with current residents who were appalled and the current residents started responding to the posts and posting their own experiences. We do and did have greatly satisfied residents.
Took a year to recover. That was after the positive posts from residents far exceeded the negative ones. Good luck

4.2 is usually a good sign but how many of those are written reviews vs just giving 5 stars? I hate to play devils advocate but sometimes when it’s multiple residents complaining it’s not always a lie. But everything is always case by case.
Maybe follow up on the complaints as well to be sure it’s not something that actually is going wrong. It happens, we are entirely human.
I’ve also worked for companies that begged everyone for a review and a lot would have friends and colleagues just go in and give 5 stars without ever having set foot on the property, tipping the review scales in their favor

Does the page purport to be company sponsored? Are the posts resident opinions or falsehoods?
We had a page a resident set up that was copied from our real page and then had virtual cockroaches crawling over it with a bunch of lies.
Our lawyers got involved and got Facebook to shut it down and give us the name of the person who set it up. Lawyer then sent a letter threatening legal action if the resident did it again. We also non-renewed the resident. They were mad because despite being a “horrible place with roaches” they still wanted to live there another year.

Report the group to Facebook. Have several others report the group. FB will not take the page down if only one person reports it. AND start a page for the property. Put up the positive reviews, resident activities, etc. If you need help with this, please reach out to me.

I'm gonna offer a different perspective. Flip the script. Take the negative and turn it into a positive. Invite the residents with grievances to come to a meeting and listen to their concerns, make a plan to address them. Especially if they're small. Have them start advertising your resident events, involve them.

Instead of rushing to attack the residents or shut down the page, what are the "common" complaints they have. Maybe a few hundred dollars can fix the issues and you can ask them to post the resolution on their page. My residents have a page and asked me to join it. If there are issues we fix them.

I would be taking their concerns VERY seriously. I see that’s an unpopular opinion here but what seems like a minor issue to us might feel entirely different when you’re on the residency side. You attract more quality clients with servant leadership

Why not take their complaints seriously?
1) Residents create Facebook groups usually because management hasn't provided a way for them to connect with their neighbors - e.g. via resident events or a resident app.
2) Residents complain when management hasn't created a forum for them to provide feedback - e.g. via regular resident surveys.
Trying to get the Facebook group shut down is a short sighted view in my view.
Imagine if your employer heard about employees connecting and raising concerns but their reaction was to shut it down. How would you feel about your employer?

Keep flagging their posts as offensive and fb will take it down

I think fighting fire with fire is the wrong approach here.

First of all freedom of speech is protected and as long as there are no outrageous lies, you’re not wining any slander arguments.

Here’s my approach:

This person and people want to feel heard.

They want to feel powerful.

Tell them that your company knows about it and they hear them.

This is what you’ve done to address those concerns and what you will continue to do.

Help them understand your side. Restrictive budgets, reduced staff etc and try to help them understand that your team is doing everything you can to solve these and other revolving problems that occur in the industry.

Remember the customer is always right (in their mind) and treat them with respect. Or else you should expect this group to grow and the NOI to plummet.

Isn’t that always the case they want to complain but yet they want to renew. It always amazes me.