Tenant's Interference with Property Management

The established communication protocol is that tenants report any issues or maintenance requests directly to me, the property manager. I then assess the situation, determine if it's a repair that falls under my purview or needs to be escalated, and then I communicate with the appropriate vendors or the property owner if necessary. For the owner, the protocol is that I provide them with regular updates on property status and any significant issues. The tenant is aware of this protocol, as it was outlined in their lease agreement and reiterated during our initial onboarding.

Yes, we had a discussion about communication channels about two months ago. At that time, the owner explicitly stated that all tenant communications, especially those related to maintenance or complaints, should come through me first. They said they wanted to streamline the process and ensure I was aware of everything happening at the property. They even mentioned that they preferred not to be bothered with minor details. This makes their current actions even more confusing and frustrating.

It's a mix, but the 'minor issues' seem to be things like the aforementioned dripping faucet, a slightly loose cabinet handle, a request for an extra key, or even just asking about the recycling schedule. They're not bringing major structural problems or significant lease violations to the owner. It's more about day-to-day conveniences and minor maintenance requests that I would typically handle. It feels like they're trying to bypass the established process for trivial matters.

The tenant's communication history with me has been generally okay, but there have been a few instances of minor friction. When they first moved in, there was a slight delay in getting a promised blind repaired, and they expressed frustration. More recently, I've noticed a tendency for them to escalate minor issues quickly. For example, a lightbulb burning out in the hallway was met with a rather insistent email to me, which I addressed promptly. I wouldn't say there have been major misunderstandings, but there's a definite pattern of them being quick to complain and, it seems, to seek out alternative channels when they feel their concerns aren't being met with sufficient speed or attention.

Yes, the property owner has acknowledged and, unfortunately, acted upon some of these direct communications. For instance, a few weeks ago, the tenant emailed the owner directly about a dripping faucet in the bathroom. The owner, without consulting me, contacted a plumber and had the repair done. Another time, the tenant complained to the owner about a perceived noise issue from a neighboring unit, and the owner then asked me to 'look into it' without any prior discussion with me about the tenant's complaint. This makes it seem like I'm not handling things or that the owner doesn't trust my judgment.