7 Surprising Renter Pain Points, According to DIY Landlords

Landlords often expect the usual complaints from tenants—late repairs, rent hikes, noisy neighbors. But what catches many by surprise are the quieter frustrations renters carry, the ones that don’t always make it into maintenance tickets or emails until the relationship starts to fray.

To better understand these pain points, we spoke with two experienced DIY landlords who also happen to work at Avail, a rental management platform that’s part of the Realtor.com® network. Ana Murta, a marketing manager, has been managing her own rental property for four years. Matt Eatherton, the head of Avail, spent several years as a hands-on landlord before building tools to support others in the space.

Their real-world experiences highlight seven areas that often go overlooked and what landlords like yourself can do to address them.

1. Vague expectations can lead to friction

Tenants often don’t know where their responsibilities end and the landlord’s begin, especially when it comes to minor upkeep like replacing air filters, unclogging drains, or managing lawn care.

“I assumed it was obvious what I handled and what the tenant handled,” Murta says. “Turns out, nothing’s obvious when you’re renting someone else’s home.”

Now, she crafted a move-in guide and custom lease rules that clearly spell out all parties' responsibilities. This small change has helped reduce unnecessary back-and-forth and confusion.

2. Silence can be mistaken for neglect

A repair might be underway, but if tenants don’t hear from the landlord, they’re often left wondering if anything is happening at all. Eatherton recalls a time when a tenant reported a broken fridge.

“I’d already called a repair service, but I never told the tenant. They followed up twice, thinking I hadn’t done anything.”

Now, he makes a point to confirm receipt of every request via maintenance tracking software and provide a quick update—even if it’s just to say when service is scheduled.

3. Disorganization undermines confidence

Even when a landlord means well, scattered communication, inconsistent payment methods, or informal leasing processes can make tenants question whether things are being handled properly.

Murta used to handle rent, paperwork, and communication in different places—texts, online docs, and email attachments. But after finding herself lost in the process more than once, she shifted to a more structured approach by using rental property management software.

“It was clear that I needed to manage my unit more professionally, even if I only have one, to save time and avoid headaches.”

4. The relationship doesn’t end at move-in

Landlords may be highly engaged during the leasing process, then disappear once the tenant moves in. That gap can lead to unmet expectations or unresolved issues.

Eatherton now builds in a simple check-in one week after move-in.

“It’s a short message—just asking if anything isn’t working the way they expected. But it shows you’re still present and paying attention.”

5. Payment confusion can erode goodwill

Surprise charges or fragmented payments can frustrate tenants, especially if fees feel unexpected or undocumented. Murta, for example, experienced this first-hand when presenting a rent increase to her tenants.

“Since it wasn’t by a big amount, I assumed those increases were expected after leases end, but because it wasn’t communicated clearly, the tenant felt blindsided,” she shares.

Now, Murta takes advantage of automatic lease-end reminders that are sent ahead of time to ensure she communicates any changes with sufficient notice for tenants.

6. Maintenance feels like a "black box" without communication

Even when repairs are in motion, tenants often feel left in the dark.

Eatherton compares it to submitting a support ticket at work.

“If you don’t hear anything, you assume nothing’s happening.”

Now, he sets basic expectations for non-urgent repairs and shares timelines when possible. In some cases, he also sends Google calendar invites to schedule diagnostic appointments with tenants.

7. Tenants want to feel like people, not transactions

Professionalism matters, but so does a personal touch. 

Small gestures—like a holiday card, a friendly check-in, a welcome kit, or a heads-up before a routine inspection—can make a lasting impression.

“Making an effort to treat them as people [versus just tenants] changes the tone of the relationship,” Murta says. “It builds goodwill for the moments that do get tense.”

Even responsible landlords can overlook the emotional and communication dynamics that shape the tenant experience. But with a little structure, transparency, and empathy, it’s possible to prevent complaints before they happen and build a rental relationship that works for everyone involved.

For independent landlords looking to bring more clarity and professionalism to their rental process, platforms like Avail offer tools to help streamline leasing, rent collection, maintenance tracking, and tenant communication.

Create an account today to start managing your rental with confidence.