Laurie Romanchak's profile| Property Management | Resident Retention

How do I explain to a resident that removing another tenant's laundry from a working dryer to a non-working dryer is not ok?
She did it twice to the resident. She told him that she was in a hurry and could not wait.
She removed her clothes, and he put his back in. After he left, she did it again.
When he returned, he was so angry, but he kept his cool and took his laundry and left.
He informed us of the situation. My question really is how to... Show more

Brent Williams, Teresa Bruno and 1 other

Kalyn Schutz I may not begin with a letter if this is the first time addressing the second party to the reported clothing chaos. First, let’s add some reference points and a bit of satire.

Laundry Liz and Leary Lou were both attempting to launder linens and likely some unmentionables. The unmentionables are not critical to this story, so we shall focus on the primary issue - as reported by Leary Lou: “Laundry Liz keeps touching my stuff and moving my linens to a non-functioning dryer.” (psssst…part of the solution to this problem is fixing the non-functioning dryer)

Are we confident that the report from Leary Lou is accurate and exactly as he describes? Is there any chance that Laundry Liz didn’t keep shifting his items or by any chance Leary Lou’s middle name is Lazy and he is one of “those people!” that let the laundry sit and decay in the machines? (dang, if only that non-functioning dryer was working!)

To avoid the inevitable “he said” and “she said” - particularly if we did not witness this...I may not begin with a letter if this is the first time addressing the second party to the reported clothing chaos. First, let’s add some reference points and a bit of satire.

Laundry Liz and Leary Lou were both attempting to launder linens and likely some unmentionables. The unmentionables are not critical to this story, so we shall focus on the primary issue - as reported by Leary Lou: “Laundry Liz keeps touching my stuff and moving my linens to a non-functioning dryer.” (psssst…part of the solution to this problem is fixing the non-functioning dryer)

Are we confident that the report from Leary Lou is accurate and exactly as he describes? Is there any chance that Laundry Liz didn’t keep shifting his items or by any chance Leary Lou’s middle name is Lazy and he is one of “those people!” that let the laundry sit and decay in the machines? (dang, if only that non-functioning dryer was working!)

To avoid the inevitable “he said” and “she said” - particularly if we did not witness this activity and hear the conversations ourselves, or without the aid of cameras or another witness, or without a Laundry Liz repeat history of this behavior - my first connection would be a phone call to check in with Laundry Liz to get her side. “Hey Liz, did you move another resident’s laundry around?” She may confess that she did and why - then you have your angle of “OK, thank you for sharing what happened. In the future, please do not touch other residents' laundry. Please come to me so that I can help.” She may deny that she moved the laundry altogether (if she does deny and she is the culprit - she will still get the message that this is a behavior that the community does not value). She may reveal that it was not her and Leary Lou must be mistaken and mixed her up with another party. And what if it is true that Leary Lou messed up and it was not Laundry Liz, but it was Liz’s evil twin-look-alike - Slippery Soap.

We always want to be certain before pointing the official-letter finger. If after this initial assessment of the incident Laundry Liz repeats this offense on Leary Lou or another resident - then the letter comes out. All of these interactions should be recorded on the resident records as well.

If your property sends out community notices you can also add “Laundry Room Etiquette” so all are aware of preferred behaviors - and this can also be a sign you post in the laundry room. Human nature shows us that there are more than one Laundry Liz’s or Lazy Lou's - so the message needs to reach all parties using the facilities.

My overall guidance is to never make a statement (letter) before verifying the questions (whodunnit?). For sure, it can be awkward to address these complaints and concerns, but I tend to lean towards discovery first. The phone call is basically what you would have written in the letter, but offers her an opportunity to share her side of the story and be able to hear your tone of voice (cannot misinterpret a scolding in ALL CAPS!! even if there aren’t any CAPS!) and your balanced concern to resolve community disagreements and issues.
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I may not begin with a letter if this is the first time addressing the second party to the reported clothing chaos. First, let’s add some reference points and a bit of satire.

Laundry Liz and Leary Lou were both attempting to launder linens and likely some unmentionables. The unmentionables are not critical to this story, so we shall focus on the primary issue - as reported by Leary Lou: “Laundry Liz keeps touching my stuff and moving my linens to a non-functioning dryer.” (psssst…part of the solution to this problem is fixing the non-functioning dryer)

Are we confident that the report from Leary Lou is accurate and exactly as he describes? Is there any chance that Laundry Liz didn’t keep shifting his items or by any chance Leary Lou’s middle name is Lazy and he is one of “those people!” that let the laundry sit and decay in the machines? (dang, if only that non-functioning dryer was working!)

To avoid the inevitable “he said” and “she said” - particularly if we did not witness this activity and hear the conversations ourselves, or without the aid of cameras or another witness, or without a Laundry Liz repeat history of this behavior - my first connection would be a phone call to check in with Laundry Liz to get her side. “Hey Liz, did you move another resident’s laundry around?” She may confess that she did and why - then you have your angle of “OK, thank you for sharing what happened. In the future, please do not touch other residents' laundry. Please come to me so that I can help.” She may deny that she moved the laundry altogether (if she does deny and she is the culprit - she will still get the message that this is a behavior that the community does not value). She may reveal that it was not her and Leary Lou must be mistaken and mixed her up with another party. And what if it is true that Leary Lou messed up and it was not Laundry Liz, but it was Liz’s evil twin-look-alike - Slippery Soap.

We always want to be certain before pointing the official-letter finger. If after this initial assessment of the incident Laundry Liz repeats this offense on Leary Lou or another resident - then the letter comes out. All of these interactions should be recorded on the resident records as well.

If your property sends out community notices you can also add “Laundry Room Etiquette” so all are aware of preferred behaviors - and this can also be a sign you post in the laundry room. Human nature shows us that there are more than one Laundry Liz’s or Lazy Lou's - so the message needs to reach all parties using the facilities.

My overall guidance is to never make a statement (letter) before verifying the questions (whodunnit?). For sure, it can be awkward to address these complaints and concerns, but I tend to lean towards discovery first. The phone call is basically what you would have written in the letter, but offers her an opportunity to share her side of the story and be able to hear your tone of voice (cannot misinterpret a scolding in ALL CAPS!! even if there aren’t any CAPS!) and your balanced concern to resolve community disagreements and issues.

Laurie Romanchak Thank you for your advice. The whole incident was captured on camera. The individual that that removed and replaced the laundry of the other resident is not someone you can have an intelligent conversation with. The machine that was out of order did have a sign on it that must have been removed.

Teresa Bruno Kalyn Schutz you are spot on! Love how you answered this but first and foremost, let's address that non-working dryer!

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Just need some clarification on how others explain qualifying income.

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Is anyone having a problem with the post office putting the responsibility on management to be responsible for changing the locks on the cluster boxes and giving keys to new tenants? They are refusing to be responsible anymore. We are located in Pemberton NJ.

Brent Williams

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Laurie Romanchak

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